We have made our help page clearer so that you can find answers to your questions more quickly in the future.

Our new support system also offers you faster communication channels and interaction options with our experienced support team.

Support
"Help required"

The most frequently asked questions of each category are listed by default.

All questions about the individual products can now be found in the navigation menu. Click on a product and subcategories appear. All available questions are listed on the right.

Support
“Need more help?"

Your authorized Mercedes-Benz partner is also at your disposal. The contact data of your retailer is available in the logged-in area.

Or submit a support request to our support team. To do so, click on “Create a new support ticket".

Support
Create support request

The questionnaire for B2B Connect opens in the Xentry Support System (XSS).

1. Optionally and only if applicable, you can change your dealership here and grant colleagues access to your request.

2. Now select the topic for your request.

3. Depending on the topic, further information is requested. Please fill it out accordingly.

4. Now click on "Submit ticket".

Support
Track support ticket

Your request now appears on the main page of the Xentry Support System (XSS) under "My Support Requests". Click on "Details" to open the request.

At the same time, you will receive an automatic confirmation e-mail with a link to XSS and your request.

For each new messages from our support, you will receive another e-mail with the link. In XSS, the number of new messages appears next to the bell symbol.

When you open a request, you will see an overview with the status of your request and all details.

Under "Comments" you communicate with our support team and read the messages, queries or solutions to you.

Click on "Add comment" to reply.

You can now write a message and upload attachments if necessary.

Click on "Submit" to send your message.

When queries are resolved or if no response is received from the requester within approx. 2 days, the request is closed.

You can reopen a closed request within 7 days. To do this, click on "Reopen".

Or you can use the "Duplicate Ticket" function if your problem has not been solved.