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I had this same issue, the customer service people will give you different information everytime that you call.
In your cars Connected Drive store you will see a option called remote services package for £60 you will need to purchase this and it will then appear in your app on your mobile.
You will also need to go into your car's privacy settings and tick remote 3d view so that it works.
When you go onto your app and press refresh it may not work and you will only see a picture of a 5 series in a random dealership but it you delete the app from your phone and then reinstall it then it should start to work!
The fact that I had to figure this all out for myself and BMW couldn't advise me over email or the phone was ridiculous.
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