Null
Null

What to do when you no longer have your device?

NiallNiall Posts: 10,410 Superuser
edited January 25 in Knowledge Base articles
[H1]FAQ "What to do when you no longer have your device"[/H1]
There are several instances of this

[H2]TO CHANGE THE OWNERSHIP OF A DEVICE, OR SWAP AN OLD DEVICE OUT[/H2]
[H3]Devices that use TomTom Home[/H3]
Contact Customer services to remove the association of your mail address with the serial number
[H3]Devices that use MyDriveConnect[/H3]
The old device MUST still be working and in your possession; otherwise contact customer services and they will do it from their end.
See How to: Contact support or Support phone numbers
You need the device attached if you are changing the email address as it writes it back to the device.
To change the ownership of a device, or swap an old device out so as to keep your original email for your newly purchased replacement:-
  1. with the old device connected login to MyTomTom and select "account details" ( https://www.tomtom.com/en_gb/mytomtom/accountdetails/ )
  2. Enter your current password (if requested)
  3. Click "Change username" and enter a different email address (twice) and save
  4. Click "change password" (optional) and save if changed
  5. Click "change personal details" (optional) and save if changed
  6. Click on "Log out"
  7. Disconnect the old device
  8. Connect the new device
  9. Move the mouse over the TomTom logo and then point at and click on "Log in"
  10. Select "Account details" and log back in with your original email and password
  11. In the panel "Connected device is not linked to this account" click on "> Link the connected device to this account" and follow the advice on the screen.

Then check for updates; doing the software first, followed by the maps, then the speed cams (NOT all at once :D )


This procedure does not transfer any the information from the old one to the newer one. So if selling remember to clear all personal details from the old device, like Home, Favourites, Recent destinations, My places, My Routes, etc.

If a person is selling the device (or giving it away), by using the new users email address you have the key for a successful exchange as you can send the device and only send the password when it has arrived and the payment has cleared.

[H2]Stolen[/H2]
In the unfortunate circumstance that your device has been stolen what to do next depends on the type of device you had
[H3]An older device that used TomTom Home[/H3]
  1. If you have a backup on your PC locate a file called ttgo.bif in the root of the device/backup
  2. Just open this file with Notepad or similar
  3. Look for line starting 'DeviceSerialNumber='
  4. Contact Customer Services to cancel any subscription and remove the email associated with that serial number
  5. Notify local police with serial number and device name
[h3]Live device that used MyDriveConnect[/h3]
TomTom cannot track a stolen device but in several countries the police have access to the IMEI database that logs which phone mast is contacted by which device, and when, with this data they can triangulate the last switched on location of the device.
  1. Open MyDriveConnect
  2. Select My Device then My Devices
  3. The serial number (S/N: ) is displayed for each of your devices (see image below)
  4. Contact Customer Services to request cancellation of further updates/services
  5. Request the IMEI number of the SIM card that is in your device
  6. Notify local police with serial number and device name along with the IMEI number so that they can trace it (if they have the facility to do so)
d808ec53-db67-4eb4-8ec4-db7a1ea0805d.jpg
[h3]Device that used MyDriveConnect[/h3]
  1. Open MyDriveConnect
  2. Select My Device then My Devices
  3. The serial number (S/N: ) is displayed for each of your devices[img][/img]
  4. Contact Customer Services to request cancellation of further updates/services
  5. Notify local police with serial number and device name
Help others identify useful content :- - If someone posted something that was helpful? Click the Like button :thumb_up:
If someone answered your question? Answer yes to "Did this answer the question? Yes · No"
Sign In or Register to comment.

Who's Online57

antho1610
antho1610
Bonsermorri
Bonsermorri
Brinley
Brinley
Leezey
Leezey
Lochfrass
Lochfrass
Pewee
Pewee
Phillip1952
Phillip1952
Scowie
Scowie
Tamara.Hug
Tamara.Hug
+48 Guests