If you have other questions about your vehicle, contact Polestar Customer Support, which can be reached by phone or via the online form or chat feature on the website.
Assistance with Polestar Connect
- Polestar Connect can provide extra security and assistance in the event of a flat tire, breakdown, accident, etc.
- Polestar Connect not only offers extra comfort and control via the Polestar 1 app, but also a number of assistance services via the SOS and ON CALL buttons in the ceiling, such as emergency assistance in the event of an accident, theft notification, help during a trip and remote unlock.
Automatic Crash Notification with Polestar Connect
Polestar Assistance
When the vehicle’s safety system is triggered, e.g. in an accident in which the activation level of the seat belt tensioner or airbag is reached, the vehicle will automatically call Polestar Assistance and a message will be sent containing information such as the vehicle’s location.
- Polestar Assistance will then attempt to establish voice contact with the driver to determine the extent of the accident and the need for assistance.
- Polestar Assistance will then contact the appropriate emergency service (police, ambulance, tow truck, etc.).
If voice contact cannot be established, Polestar Assistance will contact emergency services for appropriate action.
Emergency number
When the collision alarm has been activated, the system will attempt to establish contact with the country’s Polestar Assistance. If this is not possible, the call will go directly to the emergency phone number for the country/region in which the vehicle is currently located.
Connecting the vehicle to the Internet via vehicle modem (SIM card)
- It is possible to establish an Internet connection via the vehicle modem and a personal SIM card (P-SIM).
- Vehicles equipped with Polestar Connect will use the vehicle modem Internet connection for the services.
The SIM card is located under the cover of the upper right-side child restraint anchor at the edge of the rear-seat parcel shelf.
- Insert a personal SIM card in the holder.Note that the vehicle’s card reader requires mini SIM cards.
- Tap Settings in the Top view.
- Tap .
- Activate/deactivate by tapping to check/uncheck the Vehicle modem Internet box.
- If a different connection is being used, confirm the connection change.
- Enter the SIM card’s PIN code.
> The vehicle will connect to the network.
Emergency assistance with Polestar Connect
Polestar Assistance
To summon assistance in the event of an illness or an external threat to the vehicle or passengers, Polestar Assistance can be alerted manually by pressing and holding the SOS button for at least 2 seconds. The vehicle will contact Polestar Assistance and a message will be sent containing the vehicle’s location and other information.
- Polestar Assistance will then attempt to establish voice contact with the driver to determine the extent of the emergency and the need for assistance.
- Polestar Assistance will then contact the appropriate emergency service (police, ambulance, tow truck, etc.).
If voice contact cannot be established, Polestar Assistance will contact emergency services for appropriate action.
Emergency number
When the collision alarm has been activated, the system will attempt to establish contact with the country’s Polestar Assistance. If this is not possible, the call will go directly to the emergency phone number for the country/region in which the vehicle is currently located.
The ON CALL and SOS buttons can be deactivated when the vehicle’s ignition is in mode I, II or if the engine is running:
- Tap Settings.
- Tap .
- Select SOS/On Call button lock to deactivate
Help during a trip with Polestar Connect
- If you e.g. get a flat tire, run out of gas or have a dead battery, you can summon assistance using the ON CALL button or the Polestar 1 app.
- Hold the ON CALL button in the ceiling depressed for at least 2 seconds to establish voice contact between Polestar Assistance and the driver. The aim of this is to agree on what assistance is required.
The SOS button must only be used in the event of accident, illness or an external threat against the vehicle and its passengers. The SOS function is only intended for emergency situations. Misuse could incur extra charges.
The Polestar 1 app and the ON CALL button can be used for all other services, including roadside assistance.
The ON CALL and SOS buttons can be deactivated when the vehicle’s ignition is in mode I, II or if the engine is running:
- Tap Settings.
- Tap .
- Select SOS/On Call button lock to deactivate.
Roadside assistance costs
Roadside Assistance costs are included for the first 3 years after purchase of a new Polestar. Once this time has passed, free roadside assistance is offered on most markets if the vehicle is serviced regularly. Polestar Customer Support can inform you of the status of your roadside assistance agreement.
Polestar Connect can help you get back on the road, even if your Roadside Assistance agreement has expired. If this is the case, you will be asked to pay the cost for the service that is sent out to you.
If you do not have a valid road assistance agreement, additional recovery costs may apply.
Remote Vehicle Immobilizer (RVI) with Polestar Connect
If the vehicle has been stolen, the owner can contact Polestar Assistance or the authorities.
This applies even if the vehicle has been opened and stolen using the associated remote key.
After consulting with the authorities, Polestar Assistance can deactivate the keys to prevent the vehicle from being started. A deactivated vehicle can only be started by contacting Polestar Assistance and verifying your PIN code. Polestar Assistance will then activate the vehicle.
Remote unlocking with Polestar Connect
- Contact Polestar Assistance via the Polestar 1 app.
- After confirming that the caller requesting the remote unlock is the vehicle owner or another authorized person by verifying the PIN code, Polestar Assistance will send a signal to unlock the vehicle.
- Press the door handle to unlock the vehicle.
> All doors can now be opened normally.
If the door handles are not pressed in within a predetermined time set by Polestar Assistance, the vehicle will be relocked.
If the vehicle is in a parking garage or similar enclosed area, the remote unlock function may be limited due to poor signal reception.
Theft Notification (TN) with Polestar Connect
- When the vehicle’s alarm is armed, the vehicle owner will receive a message to the phone number registered with the delivery center and then a push notification in the Polestar 1 app.
- If you are unsure of the location of your vehicle, you can contact Polestar Assistance via the Polestar 1 app. If it turns out that the vehicle is being used by an unauthorized person, tracking can be started. The police will then be notified.
- If the alarm is turned off using the key, the service will be interrupted.