16-05-2012 12:18 PM
I am having trouble accessing my Live Services on the above in car TomTom. Support tell me tp gp tp my preference and log in under MY Account but I do not have a My Account under My Preferences - can anyone help me? My subscription is up to date but have not been getting this services for weeks now
18-05-2012 12:05 AM
So let me get this right - You have a valid subscription but the Live services don't work in the car?
Sounds like you need to make sure your account (email and password) is set corectly in your car to match the account online. In your car go to the menu then LIVE then there is a button I think for My Services and then an option to go to your account. It will ask for your email address and this must match the email address you use on your pc/laptop and password. This should then sync your Carminat with your Live account.
In a similar way you can check the date that the Live services expire in your car following the same menu options above. If you have a valid account then providing you've set your email address correctly then it should show valid expiry dates for the various live services.
If this doesnt help then can you give more info on whether you've had Live services working ever and if Yes then when did it stop and what was you doing before that to cause it to stop...It sounds like you're setting up from scratch and haven't entered the login details correctly as I've stated above.
18-05-2012 03:32 PM
Thanks for your reply! I subscribed to Live Services at the end of December after my three months trial expired. I think I was getting it then as I went into Live Services and entered the details as you described. The reason I say I think was I had not used it until February when I was away from my area.
I am going into Live Services from the main menu and then pressing My Services on the Left hand side of the screen. I then get a rotating daisy bar saying please wait while we try to connect you and after about four minutes the screen goes red and it tells me it cannot connect to Live Services and to try again later. I am going round in circles with Support - I have even sent them pictures of what is happening but am getting nowhere. I have brought the chip in and looked at the contents on the computer and it appears I am logged. My email is listed anyway. Any suggestions very welcome :-)
20-05-2012 12:06 AM
Doesnt sound good and what you're describing would normally happen if the Server was down at the TomTom end (not in your car), but if their server was down then it would affect everyone and not just you and since Live Services is working for everyone else then it suggests the problem is in your car.
The only thing I can suggest is to reset the tomtom in your car to factory settings, i.e. it deletes any favourites and resets all the settings back to default. It's up to you if you try this or not as it's not guaranteed to solve the problem and if it doesnt work then you've lost your favourites too and would have to re-enter them. But if nothing else is working and you've had this since Feb then I'd say go for the reset
21-05-2012 06:36 PM
No its not the same.
Backup and Restore is when you have your card in your laptop/PC and you're doing updates for example. You should always do a backup of the card after you've done a major update (new map, new voices, etc.) and if you ever have a problem with the card then you can use the Restore option and create all the files again from the Backup you've made.
The Rest to Factory Settings is when you have the card in the car and it's one of the menu options, I think under the Change Preferences menu. It deletes all the personal details on the card, so all your favourite addresses get deleted and all the settings you may have changed get set back to the state they were in when the car was made. I'm suggesting this option because it's possible you've changed something by mistake, but the only way to make absolutely sure is to reset. I also said though that it might not solve your problem and then by taking the reset you would have deleted your favourites....It's up to you...But as I said before if it were me I'd do it if I couldnt figure out the problem.
21-05-2012 07:14 PM
Thanks again for your clear answer to my problem. Unfortunately I have tried both these options but am still in the same situation. I have not heard from Tom Tom support since last week so today have raised the question with Renault. I will post when I finally (if I do) get a solution.
24-05-2012 08:25 PM
I have finally got my problem solved!! I contacted my Renault dealer as I was not getting anywhere with TomTom Support. Within a few hours I got an email saying that a mistake had been made and that I in fact have never had Live Services due to an error made in my subscription - although I paid for it and they took the money in December 2011!! I now have a subscription for one year starting today - Result - just a pity it took 5 months to solve.