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If you're not running iOS Beta, it's something else that's causing the issue - either the service is down or connection issue.
If you're running iOS Beta, I wouldn't expect BMW Connected to be able to assist or troubleshoot app issues - features in apps won't necessarily work given a lot of the changes in iOS 14 Beta. My rule for Beta, either install it on a spare phone and never install Beta on your personal phone where you need everything to work.
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Current BMWs - '20 X5 xDrive40i M Sport, '20 BMW M550i | Past BMWs - '03 E39 540iT M Sport, '06 E53 4.8is, '11 E70 M Sport LCI
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