Kodiaq MIB3 – unable to add a second user

I’ve recently bought a 2023 Kodiaq and have been having some odd issues with the infotainment/Škoda Connect user accounts.

Initially, I had trouble getting my own Škoda ID to log in properly. I contacted Škoda Support and they had to refresh/reset something on the backend. After that, I was told to take the car for a drive (to get things going?!), and following the drive everything started working and I was able to log in and become the primary user.

However, I’m now trying to add a second user (my wife), and I can’t get it to work.

Her Škoda ID works in the MyŠkoda app, but when I try to activate her as a user in the car I get various errors, including “Your user account is incomplete” and “Sorry, activation failed. Please try again later.” Sometimes I get “Currently unable to load the required data. Please try again later.”

I’ve also created a completely separate second Škoda ID using a different email address, and that fails in exactly the same way. My own account continues to work perfectly as the primary user.

I've set all the accounts up in exactly the same way via the app. The only oddity is that my account shows Country: United Kingdom, whereas the two accounts that won't activate show Country: --. I'm not sure whether that's significant or simply because those accounts aren't associated with the vehicle. Also, those two accounts don’t have an S-PIN enabled but when I try to reset the S-PIN through the app, I get an “Apologies… Unfortunately we cannot complete your request right now” error.

Škoda Support were helpful at first but now appear to have given up. They are saying they believe the problem is hardware-related and are recommending that I take the car to an authorised Service Partner for diagnosis. I’m reluctant to do that at this stage, particularly if I'm going to be charged £150–£200 just to diagnose something which may actually be an account/backend or software issue.

Has anyone else experienced this, particularly the “Your user account is incomplete” error when trying to add a second user? And did you eventually get it resolved without a dealer visit?