Has VIN [VIN] received the over-the-air update addressing the rearview camera concern, or does it require a service center visit?

Request this answer in writing from the service advisor before authorizing repair work. The full playbook covers documentation procedures and post-service verification steps.

What is the current infotainment software version, and what version corrects the camera display issue?

Request this answer in writing from the service advisor before authorizing repair work. The full playbook covers documentation procedures and post-service verification steps.

If the OTA update has been applied but the issue persists, what additional diagnosis is being conducted?

Request this answer in writing from the service advisor before authorizing repair work. The full playbook covers documentation procedures and post-service verification steps.

Is the work being performed at no charge under the recall, or is any portion classified differently?

Request this answer in writing from the service advisor before authorizing repair work. The full playbook covers documentation procedures and post-service verification steps.

Will the service record explicitly reference the recall campaign number and confirm the remedy is closed for this VIN?

Request this answer in writing from the service advisor before authorizing repair work. The full playbook covers documentation procedures and post-service verification steps.

app / playbooks / Polestar 2 — camera failure

elevated severity camera failure 2021—2023 polestar direct

Polestar 2 camera failure (2021—2023)

Polestar 2 · 2021—2023 · all trims

Diagnostic code reference

Reading codes off a Polestar 2 service invoice? Look them up in our OBD-II DTC database →

Reported symptoms

Rearview camera image fails to display when reverse gear is selected
Black, frozen, or distorted image displayed on the infotainment screen during reverse
Camera image displays after a delay rather than immediately upon shifting into reverse
Camera displayed in the wrong orientation or with incorrect mirroring
'Rearview camera unavailable' or similar message on the infotainment display
Manufacturer correspondence regarding camera-related software update or recall

Questions to ask

Pose these to the service advisor at intake. Request answers in writing or via email.

Has VIN (Vehicle Identification Number) [VIN] received the over-the-air update addressing the rearview camera concern, or does it require a service center visit?
What is the current infotainment software version, and what version corrects the camera display issue?
If the OTA (Over-the-Air software update) update has been applied but the issue persists, what additional diagnosis is being conducted?
Is the work being performed at no charge under the recall, or is any portion classified differently?
Will the service record explicitly reference the recall campaign number and confirm the remedy is closed for this VIN?
Are any related camera or display campaigns applicable to VIN [VIN] that should also be addressed during this visit?

Documents to request

Each item should be received in writing before authorizing repair work.

Service record or app ticket detail showing the recall reference number
Written confirmation of the infotainment software version installed before and after the visit
Repair order documenting the work performed, including any diagnostic steps if the OTA was insufficient
Vehicle diagnostic readout showing any camera-related fault codes recorded prior to and after the visit
Written confirmation that the recall remedy is closed for this VIN following the visit

Pre-service evidence

Capture before drop-off. Once the vehicle leaves your possession, proving prior condition becomes significantly harder.

Photograph or screen-record the infotainment display showing the camera defect — black image, frozen image, delayed display, or incorrect orientation
Note the date the issue was first observed and the date any OTA update was received
Screenshot the Polestar app message thread, including any recall notification or scheduling correspondence
Record the service center location, service advisor name, and ticket number
Retain the closed service record as a PDF or written confirmation

Service advisor interaction

Operational notes specific to the conversation at the service desk.

Polestar service in many markets is performed at Polestar service points or Volvo dealerships under Polestar service authorization. Confirm in writing which entity is performing the work and how it will be documented.
Software-only remedies delivered over the air should still produce a documented service record referencing the recall campaign number; an OTA without an associated record is incomplete documentation
Note whether the service record explicitly references the recall — a generic 'software updated' note without the campaign reference is incomplete documentation
If the OTA has been applied but the issue persists, request written documentation of the additional diagnostic steps before any release of the vehicle

Repair authorization

Cautions before signing.

Recall remedies are performed at no charge to the owner; do not authorize any charge for parts or labor associated with the documented recall
If unrelated work is recommended during the recall visit, request the unrelated work be itemized separately on the estimate before authorization
If the service is performed at a Volvo dealership under Polestar service authorization, the recall scope and billing should still be classified as a Polestar recall — confirm this in writing before authorization
Repair authorization signatures often include language permitting additional related work — read the document and decline blanket additional work in advance

Post-service verification

Complete before leaving the service location. Issues that surface after departure are operationally harder to attribute to the visit.

Verify the rearview camera image displays immediately upon shifting into reverse, with correct orientation and no distortion
Test the camera display on a level surface and on a slight grade — both conditions should produce a normal image
Confirm no warning messages on the infotainment screen related to the camera or display system after a full ignition cycle
Verify the service ticket or service record confirms the recall remedy is closed for VIN [VIN]
Retain the closed service record as documentation

Email templates

Documentation-focused templates for service correspondence. Tap copy to use. Subject and body are kept verbatim — paste them as-is into your email client.

pre-service inquiry

to: dealer service

Polestar app message — Polestar 2 rearview camera recall scheduling

I am scheduling service for VIN [VIN] related to the rearview camera recall. Before the appointment, I am requesting the following be addressed in this message thread: 1. Confirmation that VIN [VIN] is subject to the rearview camera recall and the campaign is currently open. 2. Whether the remedy can be applied via OTA update or requires a service center visit. 3. If a service center visit is required, whether the service will be performed at a Polestar service point or a Volvo dealership under Polestar service authorization. 4. Confirmation that the work is at no charge under the recall. Please respond in this thread so the conversation is on record.

documentation request

to: dealer service

Documentation request — Polestar 2 camera recall service on [DATE], VIN [VIN]

Service Team, Following the service performed on [DATE] for VIN [VIN], I am requesting written confirmation of the following items: 1. The recall campaign reference number applied to the visit. 2. The infotainment software version installed before and after the visit. 3. Whether the remedy was applied via OTA or service center work, and the entity performing the service. 4. Confirmation that the recall remedy is now closed for this VIN. This email is for documentation purposes. Please reply at your convenience. Thank you, [NAME]

Warranty notes

Recall remedies are performed at no charge to the owner regardless of vehicle age, mileage, or warranty status. A recall remains open until performed.
Polestar 2 components are covered under Polestar's New Vehicle Limited Warranty. The applicable coverage period and conditions for VIN [VIN] should be confirmed in writing, particularly because the warranty terms are administered separately from Volvo's warranty in some markets.
Repairs performed under goodwill rather than warranty or recall do not extend the warranty period. Confirm in writing which classification applies.

Observational patterns

Software-only remedies are sometimes delivered without an accompanying service record. The recall record requires the campaign reference even when the remedy is delivered over the air; absence of this record creates a documentation gap.

Polestar service performed at Volvo dealerships under service authorization can be classified inconsistently in the resulting paperwork. Written confirmation that the work is recall work, not warranty or paid service, is operationally important for recall closure documentation.

Camera display defects that affect compliance with FMVSS (Federal Motor Vehicle Safety Standard) 111 (or regional equivalents) are safety-classified rather than convenience-classified; the regulatory basis affects how the campaign is documented and closed.

OTA-applied remedies may not produce an immediate user-facing notification of the campaign closure. Confirmation through the app or service record, rather than reliance on the OTA install message alone, is the operative documentation.

Linked recalls

polestar-2-rearview-camera

This playbook covers

Related playbooks

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