Releasing the lock does not always raise the tailgate
The Israeli XC60 Twin Engine 2018 manual describes the tailgate button unlocking it separately. In a vehicle with a powered tailgate, holding the button also activates opening. With a manual tailgate, the fact that it stays down is not enough to conclude that the command failed.
Check what your equipment is designed to do. Describe whether you hear the lock release, whether the normal handle opens the tailgate or whether there is no response. These are three different observations worth reporting.
Use the correct button and press duration
The UK manual for the same 2018 model describes powered opening from the key by holding the button until movement begins. It also describes opening with the button in the vehicle and the exterior handle. Do not assume a short press produces the same result.
Compare only the controls listed in the manual and fitted to your vehicle. If the handle activates opening but the remote button does not respond, report that difference and what happens with another key, if available.
The front door opened. Is the key recognized at the rear?
The UK XC60 Twin Engine 2020 manual says keyless opening at the tailgate handle requires a key within range behind the vehicle. Recognition near a front door does not guarantee recognition at the rear. Check with the key carried by the person using the handle, rather than a driver who is farther away.
The manual distinguishes the pressure plate that releases the lock from the handle used to raise the tailgate. Use the handle normally. Pressing harder on the release plate does not improve key recognition and can damage it.
Is separate luggage-compartment locking active?
The XC60 Twin Engine 2018 guidance describes Private Locking, designed to keep the luggage compartment locked, for example when handing the vehicle over for service. Its status appears on the center display. A locked luggage compartment with access to the rest of the vehicle can therefore relate to an intentional setting.
The owner should check whether the feature was activated and manage it according to the manufacturer’s instructions. If the required authorization is unavailable, contact the relevant support team. There is no need to send a personal code in your description of the problem.
Movement stops, or there is still no response
For the powered tailgate in the 2018 manual, resistance can activate protection, stopping movement with an audible signal. Report whether the tailgate started opening and then stopped, or never began moving. Make sure the area is clear and do not force it past resistance.
If the problem continues after checking operation and settings, provide the model, year, equipment, sounds and response to each opening method. A key that operates the doors does not establish that the tailgate system is working correctly. Those details help determine the appropriate service.
What to check when the problem is a remote buttonOfficial information for further reading
Sources refer to the particular versions, years and markets identified. Use the manual appropriate to your own vehicle for operating instructions.