How to Create a Primary User Profile

I have recently had problems trying to create a primary user profile which, if I understand correctly should give me access to more ‘bells and whistles’.  I have managed to create my profile (with difficulty as it stated it needed to register both my keys but then proceeded to tell me they were already registered and so wouldn’t let me go any further. I had to delete everything and start from scratch again).  Having completed my profile I was then invited to become the Primary User.  This I accepted, it said it was changing the settings but then nothing happened.  I waited 20 minutes with the ‘spinning wheel’ thinking something was happening only to receive an error message telling me that something had gone wrong and to contact customer services.  I have tried deleting my profile several times and starting again but can get no further.  Unhelpfully, it tells me to contact customer services but fails to provide any contact details.

In theory this should be a simple process, according to my son, as all he did on his recently purchased Skoda was to scan the QR code and follow the instructions, which I have done many times

Any ideas what I am doing wrong please or contact details for help?