Hello # – Frequently Asked Questions
Getting Started
How do I add my car to Hello #?
You cannot add your vehicle directly inside Hello #.
Your car must first be added in the official Smart app. During setup, you must accept Smart’s contractual terms and confirm your personal account details.
Once your car appears there, log in to Hello # using the same email and password. Your vehicle will automatically appear in your garage.
My garage is empty. Why don’t I see my car?
Hello # relies entirely on your Smart account.
- Ensure your car appears in the official Smart app.
- Confirm you are using the same login details.
- If it does not work in the official app either, contact Smart support.
Hello # cannot add or repair vehicles at account level.
When I type my password it says “access forbidden”
Do you have a VPN on your smartphone? try again after stoping it. Most of the time with “access forbidden”, the VPN is the culprit. Smart’s servers don’t allow the use of VPN.
Digital Key
Is Digital Key supported in the UK?
Digital Key availability depends on Smart’s support.
In UK smart #1 and smart #3 sold until 2026 are not supporting Digital Key but smart #5 models do.
Hello # cannot override this limitation.
“Vehicle not found. Make sure you’re near your car.”
This relates to Bluetooth connection. Ensure Bluetooth is enabled, you are near the vehicle, and the vehicle is awake. It stays awake 1 week in general.
“API error code 2025, Bluetooth, Watch, nfc can only have one owner key.”
This means you have never been able to create a Digital Key with the official app either. Most likely because it was created by someone else before with a different account.
In Hello # DEBUG section, you will see “Danger Zone” and “Delete All Digital Keys”. Using this feature, you should have cleaned the digital keys associated to your car and be able to create a new one.
Errors & Technical Issues
“Could not load JSON” when retrieving vehicle details
This typically indicates an issue with smart’s servers. Try again later in the day and if it still doesn’t work:
- Log out and log back in
- Check the official Smart app to see if it works
Hello # and Hello Smart use the same servers, they should stop working at the same time. If only hello # doesn’t work, you can contact us from inside the app.
Data are outdated
This typically indicates an issue between the car and Smart’s servers. Check the official Smart app — if data are outdated there too, the issue is on Smart’s side. Ensure the car is in an area with good 4G/5G coverage (verify by using an online service in the car, e.g. locating chargers). Only if internet works well, log off the profile in the car and log in again using the in-car QR code. Otherwise, try again later — it could be a temporary outage.
Translations
Some parts of the app are not translated
Debug sections may remain in English. If you notice untranslated user-facing text, please send a screenshot. There’s a button feedback in the app to send us an email.
How to add a Language?
If you want to volunteer to add a new language, you can also contact us from inside the app and we’ll explain how to proceed.
Feature Requests
Can Hello # set or adjust departure time (preconditioning / battery conditioning)?
At the moment, no.
Smart does not expose departure scheduling or preconditioning schedule controls in their public API. Because of this limitation, Hello # cannot create, modify, or sync departure schedules with the car in a reliable way.
When a schedule is created directly in the vehicle, it is stored in the car itself. Since the API does not provide access to those settings, third-party apps like Hello # cannot manage them remotely.
🔧 Workaround: Use Apple Shortcuts
Hello # provides a Shortcut action to start preconditioning. You can use the Apple Shortcuts app to:
Schedule preconditioning at specific times
Create different automations for different weekdays
Fully automate climate activation before departure
While this isn’t as seamless as native schedule support in the car, it’s currently the best available solution.
If Smart adds departure scheduling to their API in the future, Hello # will support it as well.
Can you display battery temperature?
Battery core temperature is not currently available via Smart’s public APIs. If it becomes available in future, it will be added.
Why doesn’t Hello # show detailed battery statistics (e.g. degradation, real capacity, charging curves)? ?
We receive many requests for detailed battery statistics. However, smart currently does not provide this data via its official API or servers. Hello # only displays information that is officially made available through smart’s backend.
At the moment, the only way to access deeper battery data is by using an external OBD2 reader. We deliberately avoid showing estimated or calculated values, as they would only be approximations and could be misleading.
As soon as smart makes more detailed battery and charging data available through its API, we will gladly integrate it into the app.