How many open recall and software campaigns currently apply to VIN [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.

Has the Polestar service center confirmed in writing that any campaign applied to VIN [VIN] is Polestar 5-specific (bonded aluminum platform), rather than a Polestar 2 or Polestar 3 campaign mistakenly extended?

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 software versions are currently installed on the relevant modules, and which versions correspond to the closed remedies for each open campaign?

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 vehicle is a Performance variant, are there any campaigns specific to the dual-motor configuration?

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 each remedy delivered via OTA, dealer-side flash, or hardware adjustment?

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 5 — software update issue

elevated severity software update issue 2025—2026 polestar direct

Polestar 5 software update issue (2025—2026)

Polestar 5 · 2025—2026 · all trims

Diagnostic code reference

Reading codes off a Polestar 5 service invoice? Look them up in our OBD-II DTC database →

Reported symptoms

Infotainment screen freezes, reboots unexpectedly, or becomes unresponsive during driving
DC fast charging session refuses to initiate, terminates early, or sustains charge rate well below specification
Driver-assist features inactive, intermittent, or behaving inconsistently
Cluster, head-up display, or driver-information display flickering, partially blank, or showing intermittent warnings
Performance variant: dual-motor torque distribution or performance-mode behavior inconsistent
Polestar app reports vehicle errors, shows feature inconsistencies, or reports vehicle as offline

Questions to ask

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

How many open recall and software campaigns currently apply to VIN (Vehicle Identification Number) [VIN]?
Has the Polestar service center confirmed in writing that any campaign applied to VIN [VIN] is Polestar 5-specific (bonded aluminum platform), rather than a Polestar 2 or Polestar 3 campaign mistakenly extended?
What software versions are currently installed on the relevant modules, and which versions correspond to the closed remedies for each open campaign?
If the vehicle is a Performance variant, are there any campaigns specific to the dual-motor configuration?
Is each remedy delivered via OTA (Over-the-Air software update), dealer-side flash, or hardware adjustment?
If body repair is needed, is the repair facility certified for Polestar 5 bonded aluminum repair?

Documents to request

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

Diagnostic report listing all stored, pending, and historical fault codes from the affected modules
Service ticket from the Polestar app, with technician notes and any campaign reference numbers
Written confirmation of software versions installed before and after the service
Written warranty determination — written, not verbal
If body repair is involved, written confirmation that repair facility is Polestar-authorized for bonded aluminum work

Pre-service evidence

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

Screenshot or video-record any infotainment, display, charging, or driver-assist defects at the time they occur
Save all communications through the Polestar app — these form the official service record for direct-service vehicles
Note specific incidents — system reboots, charging failures, driver-assist anomalies, ambient conditions — with dates
Save records of any rental or loaner vehicle arrangements during the service period
If body repair was previously performed, save documentation of the facility's bonded aluminum certification
Note odometer reading at drop-off and at pickup

Service advisor interaction

Operational notes specific to the conversation at the service desk.

Record the full name of the service technician and the service center handling VIN [VIN]
The Polestar 5 is on a bespoke bonded aluminum architecture, distinct from the Volvo SPA-derived platform underpinning Polestar 2 and Polestar 3. Service campaigns issued for older Polestar models do not automatically apply. Verify in writing that any campaign reference is Polestar 5-specific.
Polestar's direct-service model means service requests, status updates, and documentation flow through the Polestar app. Verbal characterizations during phone conversations or in-person interactions should be cross-referenced against the app record.
Bonded aluminum body construction requires specialty body repair facilities. Insurance settlements on Polestar 5 collisions should account for the cost of proper structural repair, particularly when non-Polestar-authorized shops are considered.

Repair authorization

Cautions before signing.

Recall and software campaign work is performed at no charge to the owner; do not authorize any charge for parts or labor associated with these campaigns
If a diagnostic fee is presented, request written confirmation of whether the fee is refundable if the issue is later determined to be warranty-covered
If body repair is needed, do not authorize structural repair at a non-authorized facility
Service authorizations 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 infotainment system functions normally without unexpected freezes or reboots during a short test drive
Conduct a verified DC fast charging session at a CCS-compatible fast charger before traveling more than a short distance from the service location
Test driver-assist features to confirm correct operation
If the vehicle is a Performance variant, test dual-motor and performance-mode behavior
Confirm no warning messages or system errors on the cluster after a full ignition cycle
Confirm the service ticket in the Polestar app reflects the correct campaign references and software versions

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: manufacturer corporate

Service inquiry — Polestar 5 software, request for written campaign list

Polestar Service, I am scheduling my [YEAR] Polestar 5, VIN [VIN], for service. Symptoms observed: [LIST SYMPTOMS WITH DATES]. Note: VIN [VIN] is a Polestar 5, on Polestar's bonded aluminum bespoke platform — distinct from the Volvo SPA-derived platform underpinning Polestar 2 and Polestar 3. Before the service visit, I am requesting written confirmation of the following: 1. A list of every open recall and service campaign currently applying to VIN [VIN], specifically for the Polestar 5 platform. 2. If VIN [VIN] is a Performance variant, any campaigns specific to the dual-motor configuration. 3. Whether all open campaigns can be addressed in a single visit, or whether sequential visits are required. 4. The fee structure, including any diagnostic charges and conditions under which they apply. Please reply through the Polestar app so the planned scope is on record. Thank you, [NAME]

documentation request

to: manufacturer corporate

Documentation request — Polestar 5 service on [DATE], VIN [VIN]

Polestar Service, 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, pending, and historical fault codes. 2. The service ticket detailing the work performed and any campaign reference numbers. 3. Written confirmation of the software versions installed on each affected module before and after the service. 4. The warranty, recall, or goodwill classification applied to the visit, with explicit confirmation that any campaign reference is Polestar 5-specific. These documents form part of the vehicle's service record. Please reply through the Polestar app at your convenience. Thank you, [NAME]

Warranty notes

Polestar 5 components are covered under Polestar's New Vehicle Limited Warranty and the high-voltage battery component warranty. Coverage period and conditions vary by region and should be confirmed in writing.
The Polestar 5 is on a different platform from Polestar 2 and Polestar 3. Service campaigns issued for those vehicles do not automatically apply to the Polestar 5. Confirm any campaign reference is Polestar 5-specific.
Software-only remedies do not consume warranty time; the standard warranty period continues independently of OTA or service-side software work.
Repairs performed under goodwill rather than warranty do not extend the warranty period. Confirm in writing which classification applies.

Observational patterns

The Polestar 5 is the first Polestar vehicle on a bespoke bonded aluminum architecture, distinct from the Volvo SPA-derived platform underpinning Polestar 2 and Polestar 3. Service interactions can conflate Polestar models, but campaign coverage is platform-specific.

Bonded aluminum body construction means even minor collision damage may require specialty repair facilities. Insurance settlements should account for the cost of proper structural repair, since non-authorized shops cannot perform bonded aluminum structural work.

Polestar's direct-service model (no traditional dealer network) means service interactions, status updates, and documentation flow through the Polestar app rather than dealer correspondence. The app record is the official service record.

OTA delivery does not always produce a corresponding entry in the service-center record. The closure of any campaign delivered over the air should be confirmed through the Polestar app rather than relying on verbal confirmation.

This playbook covers

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