Frequently asked questions

No. You sign in with your smart account, the same one you use in Hello smart. Your email and password stay on this phone and are only ever sent to smart. No smart account yet? Create one on smart's website for your country, add your car to it, then come back.

Check the region first: Europe or International, the one your smart account belongs to. Forgot your password? Reset it on smart's website, Hello # can't do it for you.

If you can sign in on smart's website and Hello # still refuses, that one is for us: Help & Contact › Write to us › Bug › Connection and data.

Hello # shows the cars linked to your smart account. Add the car to your account first, on smart's website for your country. A car someone shared with you appears once you accept the invitation in Profile › Car Sharing.

Pull down on the dashboard after adding it. It can take a few minutes on smart's side.

Yes. On the sign in screen, tap Continue with demo. You get three demo cars and every screen works. Nothing is sent to a real car.

Yes, with the same account. Each app can even have its own Digital Key. One thing to know: your car keeps a single Bluetooth key link, and the newest one takes it. If both apps connect on their own, they keep kicking each other off. Let one app connect automatically and switch it off in the other.

In Hello #: Profile › Settings › Digital Key: When Opening the App and In the Background.

Hello # forgets your session, its cached data and the Digital Key stored on this phone. Next time you sign in, you set the key up again. So when the app looks offline, don't sign out to fix it: wait, or tap Sign in again if Hello # asks.

Hello # can't add or remove cars. The seller removes the car from their smart account, and the new owner adds it to theirs, on smart's website. It then appears in Hello # with the same account. Owners report that removing a car often only works through smart or the dealer, so ask them if it fails.

Bought it used and can't reach the previous owner? smart's customer support can release it.

Use In-Car Login in Profile. On the car's screen, tap log in to show a QR code, then scan it with Hello #. It links the car to your smart account. It doesn't sign you in to Hello #, you already are.

Swipe the car left or right on the Car tab while the header is large. You can also pick it in Profile › Garage. Widgets and your watch can each show a car of their own.

Tap ⓘ next to the car in the Garage. The name you set wins everywhere in Hello #. In Europe, if you are the owner, it also replaces the name in Hello smart.

Pick the region your smart account was made in. Europe is for cars sold by smart Europe. International is for markets served by the global smart app. Hello # talks to the same smart servers as Hello smart in both cases.

If you're not sure, try one, then the other. Your password is the same.

Hello # signs in with an email and password only. If your account uses a phone number (Hong Kong, Malaysia and some other markets), add an email to it on smart's website first.

Status, lock, climate and charging work the same. A few things depend on what smart enables in your market: the Digital Key needs the car to report Bluetooth key support, and some features from Europe may be missing. When smart doesn't offer something, Hello # hides it rather than showing a button that fails.

Hello # shows what smart's servers last received from your car, and the time at the top tells you when. Pull down to fetch the latest copy from smart. The car itself decides when to send new data, usually when it wakes, drives, locks or charges.

Not reliably, and no app can. Tap the status at the top left › Attempt Refresh: it sends a lock command, which often gets the car to report. The car may also stay asleep to protect its 12V battery.

Reading data doesn't: Hello # asks smart's servers, not the car. Opening the app a hundred times won't wake the car a hundred times. Commands (lock, climate) do wake it, exactly as in Hello smart.

Hello # shows what smart sends. Data can be stale, or the car may have lost mobile coverage, in a car park for instance. When the car doesn't send a value at all, Hello # shows it as unknown rather than guessing. Most of these fix themselves at the car's next update.

Still wrong hours later? Compare with Hello smart. If it shows the same, it's on smart's side.

The #5 reports its range against your charge limit, not a full battery. Hello # works out the full battery figure from that, so it marks it as an estimate. If the charge limit isn't known yet, the line stays empty rather than inventing a number.

No. smart doesn't send it to apps. If it ever does, we'll add it.

On the Car tab, search at the top and fold the sections you don't need. The search button next to Profile, on every tab, searches everything: car data, actions, settings and the FAQ. You can also pin your favourite details to the header.

Yes. Touch and hold the header, then Customise Header, or go to Settings. The left side shows what matters now (a charge, the climate) or one detail you fix. The right side shows the details you pin. A tyre alert or a low 12V battery always gets through.

The Position card on the Car tab shows the car's last reported spot, with directions and the horn. To send a destination to the car's navigation system, open a place in Apple Maps or Google Maps, tap Share, then Hello #. It's ready when you get in.

Trip history is temporarily unavailable on every smart. smart's servers stopped returning trip data, first on the #5 and now on the #1 and #3 as well, so there is nothing left for Hello # to show. We've hidden it for now and will bring it back as soon as the data returns.

On the Charge tab, move the limit. The header then shows the range you'll have at that limit. The car applies it, so it holds even with Hello # closed.

smart's manual asks you to stay above 20%, and to keep between 50% and 80% when the car is parked for a long time, driving it at least every four weeks. Charge to 100% when you need the range.

Yes, on the Charge tab: set a start and an end time. The schedule lives in the car, so it runs with your phone off.

Charging past the end time? If the car's setting Charging ends after reaching target is on, it keeps going until it reaches the target.

The car didn't send a clear charging state. Hello # won't guess, so it only offers Start. It clears at the car's next update, often when you plug in or unplug.

Yes, Standby. Turn your iPhone sideways (or stand iPhone Duo half open) and it opens on its own, plugged in or not. The Night button turns it red and dim. The screen stays on only while the car or the iPhone is charging.

Doesn't open? Check Settings › Charge Standby › Open in landscape, and your rotation lock.

Yes. The charge line turns orange and shows the power going out while V2L is running. You switch V2L on in the car, where you also set the charge level at which it stops.

No. smart's servers don't tell third-party apps when something changes, and Hello # has no server of its own watching your car, by design. Widgets, Standby and your watch show the charge whenever you look.

Remote climate only runs with the car locked. If the battery is low, Hello # asks you to confirm first. If the car was asleep it can take a minute, and Hello # tells you when the car confirms.

Still nothing? Try once from Hello smart. If it fails there too, it's on smart's side or the car's.

Not remotely: scheduled climate sent through smart's servers doesn't work, we tried. Two options. Set a travel schedule on the car's own screen, the car then warms the cabin before you leave. Or, on iPhone, add our ready-made recipe Climate before you leave to the Shortcuts app: it becomes an automation that starts the climate at the time you pick.

It depends on the model and the trim, and Hello # only shows what your car reports. Defrost as a separate command is #5 only.

Your phone becomes a Bluetooth key: walk up and the car unlocks, get in and drive. The key in Hello smart (and, on iPhone, a car key in Apple Wallet) works the same way, but each one connects to the car on its own. The car keeps a single Bluetooth link at a time, and the last one to connect wins. Set the Hello # key up once on the Key tab.

In Europe, on the #1, #3 and #5. smart doesn't offer it on right-hand drive #1 and #3 (UK and other RHD markets). On international accounts it depends on the car. Without a compatible key, the Key tab is called Actions and keeps the remote commands.

If Hello smart offers you a digital key, Hello # can make one too.

Press the button on the door handle first: sometimes it's only the walk-up unlock that misbehaves, and the button opens the car with the key already connected. Then check Profile › Settings › Digital Key: both auto connect switches on, and Bluetooth and background activity allowed for Hello #. Even then, the car misses about one approach in three, with Hello smart too. Opening Hello # connects within seconds, and the physical key always works.

Something else is reaching for the same car: another phone, a watch, or Hello smart's key. The car keeps only the newest link. Pause auto connect on the one you're not using.

smart's manual says to leave about 20 seconds between unlocking and locking with the Bluetooth key, otherwise the car may ignore the command. Wait a moment and try again.

Yes. Tap pause on the key banner: one hour, eight hours, until tomorrow, or until you resume. It covers your watch too. Connecting by hand doesn't end the pause, only Resume or the end time does.

No. Apple doesn't let apps see, create or use a car key in Apple Wallet. Both keys can live on your iPhone. If you mostly use the car key in Wallet, switch off Hello # auto connect so the two don't compete for the car.

Anything that opens the car (unlock, trunk, charging lid) asks for Face ID or your passcode, from Siri, the Action button, Shortcuts, widgets and Control Centre. Locking, climate and charging don't.

Automations that unlock will ask too. That's on purpose.

Profile › Car Sharing. Enter the smart ID (email) of someone with a smart account, choose no time limit or a period, and choose Include Digital Key or remote control only. You can share with up to five people.

Profile › Car Sharing, then Accept. It works even if your garage is empty. The car appears once smart has finished setting it up, which can take a moment.

Nothing there? Pull down to refresh, or ask the owner to check the email they used.

The person needs a smart account first, with that exact email. Ask them to create one on smart's website for their country, then try again.

With Include Digital Key, they unlock and drive with their phone and control the car remotely. Without it, remote control only. They can't share your car on with someone else.

The owner revokes the share in Car Sharing. The person you shared with can also tap Give Up This Key. The owner can share again later.

Touch and hold your Home Screen, tap Edit, Add Widget, then Hello #. For the Lock Screen, touch and hold it, tap Customise, then the widget area. Profile › Widgets and automations shows each one with a short guide.

Home Screen: Status (four sizes), Climate, Quick Actions, Two cars. Lock Screen: Car, Battery, Range, Lock, Climate. Plus nine controls for Control Centre and the Action button.

iOS decides how often widgets refresh, and keeps it to a few times an hour at best. The widget shows how old its reading is. Opening Hello # or sending a command from the widget refreshes it straight away.

Yes. Touch and hold the widget › Edit Widget › Car. By default it follows the car selected in Hello #. Two cars starts with the first two cars of your garage.

Open Control Centre, touch and hold, Add a Control, then search Hello #. For the Action button: Settings › Action Button › Controls.

Try “Lock my car with Hello #”, “Start preconditioning with Hello #”, “Start charging with Hello #”, “Check my smart with Hello #” or “Open Digital Key with Hello #”. Every action is also in the Shortcuts app.

Three automations we've set up for you: Climate before you leave, I'm leaving, and Evening check. Find them in Profile › Widgets and automations, each with a short guide.

iOS adds automations switched off, it's an Apple rule. Open Shortcuts › Automation, tap the recipe and switch it on. That's the only step.

Hello # waits until the car confirms, not just smart's server. On iOS 27 you see the progress meanwhile. If the car doesn't answer in time, Hello # says it couldn't confirm, which doesn't mean it failed.

It usually installs on its own. If not: Watch app on your iPhone › My Watch › Available Apps › Install. Open Hello # on the iPhone once so the Watch gets your car. With several cars, the Watch asks which one on first launch.

Yes. Connect with the Digital Key on your iPhone once, and it syncs to the Watch. Choose when it connects: Without iPhone, Always, or Never. The Watch never takes the car from your iPhone on its own. Tap Take over from iPhone when you want it to.

Open Hello # on your iPhone, it refreshes the session for both. Complications update when watchOS allows, which can be rare.

Three tabs: Car, Charge and Climate. See battery and range, follow and stop a charge, change the limit, and read the climate state in words. There's no horn and no climate start while driving: smart only runs climate on a locked car.

On your iPhone: Settings › General › CarPlay › your car › Customise, and add Hello #.

The # on your dashboard. Hash reads your car and speaks up when something is worth a look: a window left open, a low 12V battery, a charge that's done. It runs on your phone, no AI server involved. And yes, it tells jokes.

Settings › Hash: Silent (it waits for you to tap), Notify me (a small badge), or Open automatically. You can also tell Hash to stop suggesting a message you don't need.

Not for you. The app talks to smart directly from your phone, with your account. We run two small services: one keeps car pictures, one turns a model code into a model name. Neither receives anything about you.

No. Hello # never asks for your phone's location. The car's position comes from smart, like in Hello smart, and stays on your phone.

Only if you link a car: battery level, charging state and power, position and altitude, outside temperature, whether it's parked, and the time of the reading. ABRP handles it under its own privacy policy.

App and system version, language, phone model, car model, smartOS version, region, and one line about the topic (for a key bug: switches and last connection time). No VIN, no location, no smart login. You see it all before sending and can switch it off.

In the ABRP app: Settings › your car's cog › Live data › Generic › Link. Copy the token. In Hello #: Profile › Widgets and automations › ABRP, pick the car, paste, then Validate token. Each car has its own token.

While Hello # is open and whenever your widgets refresh, for every car you've linked. Hello # sends only when the car has a newer reading, so ABRP never gets the same data twice.

smart refused your session twice in a row. Hello # has already tried to sign in again with your saved details. Tap Sign in again: your Digital Key stays. Not now hides the message for 24 hours.

If Remember me is off, Hello # can't retry on its own, so you'll see this more often.

Usually smart's servers are having a moment. Hello # keeps showing the last data it had and picks up on its own when they're back. Don't sign out: it deletes the Digital Key on this phone.

Stuck for days? On the car's screen, check that online services are switched on in the privacy settings, owners often find them off. Hello smart is a good check too.

smart's server accepted it, but the car didn't report back in time, often because it's out of coverage. Give it a minute and look at the car's state before sending again.

Remove the widget and add it again. If it's still blank, restart your iPhone: iOS sometimes keeps an old copy.

Gozapp, a family software engineering company. Hello # started with two smart drivers who wanted a better app for themselves, then shared it. It isn't made by smart.

Yes. Same sign in, same garage, and the layout uses the bigger screen. On a Mac it needs Apple silicon and the App Store. The Apple Watch app installs from the iPhone.

English, French, German, Spanish, Italian, Dutch, Portuguese and Finnish. Spotted a mistake? Help & Contact › Write to us › Translation.

To join, choose Write to us › TestFlight beta, and we'll send an Apple invitation. To leave, open TestFlight, tap Hello #, then Stop Testing. You can go back to the App Store version whenever you like.

In the app, Help & Contact › Still have a question? Pick a topic: you'll see the answers most likely to help, then your mail app opens with everything filled in. You can also write to [email protected]. Owners also help each other on the smart EMOTION forum.

Yes. No ads, no subscription, and every feature is open to everyone.

It's entirely voluntary. In Profile › Buy me a coffee, pick a size, from an Espresso to The whole pot: a one-off tip through Apple that unlocks nothing, because every feature is already yours. We appreciate every single one enormously, it's what keeps us going in the evenings. With Ask to Buy, it counts once approved.

A purchase went wrong? Refunds go through Apple at reportaproblem.apple.com.