What is the current software version on VIN [VIN], and what version corresponds to the most recently released OTA update for this build?

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

Which features are currently active, which are pending OTA activation, and what is the expected timeline for each pending feature?

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

Has VIN [VIN] received all OTA updates released since the build date, and if not, what prevented their application?

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

Are any of the open issues being addressed through service center flash rather than OTA, and if so, when can a service appointment be scheduled?

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 campaign, 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.

app / playbooks / Polestar 3 — software update issue

elevated severity software update issue 2024—2025 polestar direct

Polestar 3 software update issue (2024—2025)

Polestar 3 · 2024—2025 · all trims

Diagnostic code reference

Reading codes off a Polestar 3 service invoice? Look them up in our OBD-II DTC database →

Reported symptoms

Advertised feature is not yet available on the vehicle as delivered, pending a future software update
OTA (Over-the-Air software update) update fails to apply, applies partially, or appears to install but does not enable the expected feature
Infotainment system reports software update available but installation does not complete
Intermittent infotainment freezes, reboots, or unresponsive periods during driving
Driver-assist or sensor-based features inactive or behaving inconsistently
Polestar app reports vehicle errors or shows feature inconsistencies relative to vehicle marketing

Questions to ask

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

What is the current software version on VIN (Vehicle Identification Number) [VIN], and what version corresponds to the most recently released OTA update for this build?
Which features are currently active, which are pending OTA activation, and what is the expected timeline for each pending feature?
Has VIN [VIN] received all OTA updates released since the build date, and if not, what prevented their application?
Are any of the open issues being addressed through service center flash rather than OTA, and if so, when can a service appointment be scheduled?
Is the work being performed at no charge under the campaign, or is any portion classified differently?
Are there related campaigns issued for the Volvo EX90 or other SPA2 vehicles that should be cross-referenced for this build?

Documents to request

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

Service ticket detail, downloadable from the Polestar app, with the diagnosis and recommended remedy
Diagnostic report listing all stored and pending fault codes
Repair order with technician notes, including each campaign or update reference number addressed
Written confirmation of the software versions installed before and after the visit on the affected modules
Written list of features currently active, pending OTA activation, and expected timelines for each

Pre-service evidence

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

Screenshot the Polestar app status pages over time, showing any reported errors and the list of features available to your vehicle
Note specific incidents — failed OTA updates, infotainment freezes, feature unavailability — with dates and circumstances
Save all Polestar correspondence regarding feature delivery timelines, including any communication tied to original purchase materials
Photograph or video-record any infotainment defects at the time they occur
Note odometer reading at drop-off and at pickup
Retain original purchase or lease materials referencing advertised features, particularly where feature delivery has been delayed

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.
Polestar app message threads are the primary written record for direct-service communication. Treat the app thread as the official record.
Note whether each campaign or update is classified as a recall, a service campaign, or a feature-delivery update — these classifications carry different documentation and warranty implications
Document any verbal commitments about feature-delivery timelines, since these commitments are often referenced in subsequent disputes about advertised versus delivered functionality

Repair authorization

Cautions before signing.

Recall and feature-delivery campaign work is performed at no charge to the owner; do not authorize any charge for parts or labor associated with these campaigns
Polestar service estimates appear in the Polestar app and approval is granted through the app interface. Approval is binding — review every line item before approving.
If the service is performed at a Volvo dealership under Polestar service authorization, the recall and campaign scope should still be classified as Polestar work; 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 software version on the vehicle matches the version stated in the repair order
Test each feature listed as activated in the visit to confirm correct operation
Verify the infotainment system functions normally without unexpected freezes or reboots during a short test drive
Confirm no warning messages or system errors after a full ignition cycle
Verify the Polestar app reflects accurate vehicle status and feature list
Confirm the repair order lists every campaign closed during this visit and any that remain open

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 3 software status, request for current campaign list

I am scheduling service for VIN [VIN] for evaluation related to software updates and feature delivery. Symptoms observed: [LIST SYMPTOMS WITH DATES]. Before the appointment, I am requesting the following be addressed in this message thread: 1. The current software version on VIN [VIN] and the version associated with the most recently released OTA update for this build. 2. A list of features currently active, features pending OTA activation, and the expected timeline for each pending feature. 3. A list of every open campaign reference number applying to VIN [VIN]. 4. Whether the appointment will be at a Polestar service point or at a Volvo dealership under Polestar service authorization. Please respond in this thread so the conversation is on record.

documentation request

to: dealer service

Documentation request — Polestar 3 software service on [DATE], VIN [VIN]

Service Team, Following the service performed on [DATE] for VIN [VIN], I am requesting the following documents for my ownership records: 1. The full diagnostic report including all stored and pending fault codes. 2. The repair order listing every campaign reference number addressed during the visit. 3. Written confirmation of the software versions installed before and after the visit on the affected modules. 4. A written list of features currently active and any features that remain pending OTA activation. 5. Confirmation of which campaigns are now closed for this VIN and which remain open. This email is for documentation purposes. Please reply at your convenience. Thank you, [NAME]

Warranty notes

Polestar 3 components are covered under Polestar's New Vehicle Limited Warranty. Coverage period and conditions vary by region and should be confirmed in writing, particularly because the warranty terms are administered separately from Volvo's warranty in some markets.
Software-only remedies do not consume warranty time; the standard warranty period continues independently of OTA or service center software work.
Repairs performed under goodwill rather than warranty or recall do not extend the warranty period. Confirm in writing which classification applies.

Observational patterns

Feature-delivery delays produce a documentation pattern distinct from a defect recall: the hardware may be installed and functional, with the gap residing entirely in the software activation. Owner records should distinguish 'advertised feature pending' from 'feature defective.'

OTA campaigns that fail to apply are sometimes characterized as 'no action required' on the dealer side because no fault is actively stored. The failed application itself is the operative event and should be documented through the OTA history rather than only through stored faults.

Cross-platform software defects across the SPA2 platform have produced parallel campaigns affecting Volvo EX90 and Polestar 3 vehicles using the same software stack. Single-vehicle campaign coverage may not capture all relevant remedies.

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

This playbook covers

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Track this case

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