In certain cases, a customer may be asked to provide proof of ownership after their vehicle has been registered in the system. This is a security measure to ensure that vehicle data is handled legally and only accessed by the authorised owner.
Why is a customer asked for proof?
During the digital onboarding process, the customer is asked a series of consent and ownership questions. If the system cannot automatically verify the link between the user and the vehicle, a "Proof of Ownership" case is generated:
This typically happens if:
The user was not recognised in existing customer records prior to installation.
The user did not provide explicit consent to link the vehicle during the initial setup.
The Verification Timeline
1. Initial Request (3-Day Window)
Once a case is triggered, the customer receives an automated message in their app:
Dear XXXXXX
We are pleased to announce that we have fitted MyConnectedCar in your vehicle. In order to be able to process the collected data securely and legally, we would be grateful if you would send within three days a photograph of part 1 of the registration certificate or a screenshot from your personal page at skat.dk proving ownership of the vehicle.
Please send this information to hello@connectedcars.dk. If we do not receive this information, your access to MyXX will be deactivated.
Best regards, Connected Cars
2. Follow-up & Deactivation (7-Day Window)
We allow the customer one week to provide the documentation. If no response is received:
The device is temporarily deactivated.
The customer is notified via the app that their access has been suspended until proof is provided:
Dear XXXXXX
Since we have not received a reply from you to our message regarding proof of ownership of your vehicle, we have deactivated your device. To reactivate the device, please send a photograph of part 1 of the registration certificate or a screenshot from your personal page at skat.dk proving ownership of the vehicle. Please send this information to hello@connectedcars.dk.
Best regards, Connected Cars
3. Reactivation
As soon as the customer provides the required documentation to our support team, the device is reactivated immediately.
How can Workshops help?
To prevent customers from being deactivated, Service Advisors should:
Verify Consent: Ensure the customer is correctly identified in your workshop system during the installation process.
Inform the Customer: If you suspect a verification check will be triggered, let the customer know they should keep an eye on their app for a message from Connected Cars.
Documentation: Advise the customer that a clear photo of their Registration Certificate (V5C/Logbook) is the fastest way to resolve the check.