Changing my drive email address

Bob Moore
Bob Moore Registered Users Posts: 17
Master Explorer
I have changed my TomTom and my drive email logon address.


When I try to login to mydrive on my satnav it still shows the old email address and therefore I can't login to my drive.

Can anyone suggest a fix?

Thanks
«1

Answers

  • Lochfrass
    Lochfrass Posts: 18,405
     Superuser
    Hi
    You must set the device to factory settings, then you can enter another mailadress.
    Menu/Settings/System/reset device
  • Bob Moore
    Bob Moore Registered Users Posts: 17
    Master Explorer
    What would I lose with a reset?
  • DougLap
    DougLap Posts: 10,025
    Superuser
    edited March 2019
    Hi @:Bob Moore

    If you have any Favourites, ie MyPlaces, Poi files and Route files that you have loaded onto the GO6200 then go to MyDrive on your PC, tablet or Phone and see if they are all saved there. Any routes created on the GO6200 not showing then try and export them using a spare SD card. This will only be possible if the Map to which the Route relates is on the internal memory.

    Now when you do a full Factory reset by tapping Reset Device in Sytsems in the menu all your My Places, Poi ad Route files will be deleted. When you set the unit up inputting your Account and Wifi details turn the unit off after it is up and running again. Then restart the unit and let it log into the Wifi etc and it will sync with your Tomtom account and reload your MyPlaces, Poi and Route files. In effect your account is a backup for your device. stored on the Tomtom servers. You do not connect the TT to a PC it is all done by Wifi like updates.

    Should you have to ever have to do a factory reset when not at home the unit will sync itself with your account in the same way using the inbuilt Mobile Sim although it will just take longer to do it.

    Any questions please ask.

    Doug
  • Bob Moore
    Bob Moore Registered Users Posts: 17
    Master Explorer
    Thanks for your help Doug.

    I'll give that a try.

    Does seem very involved to change a single data parameter.

    Tom Tom need to produce a simple fix for this problem
  • Bob Moore
    Bob Moore Registered Users Posts: 17
    Master Explorer
    I have tried to backup using mydrive on a pc but cannot log in due to the email problem.
    Tried using the home s/w on a pc using win10 but the TomTom is not recognised.
    Tried in a pc using vista but not recognising Tom Tom and cannot find a driver for my device.

    I've also tried using different usb ports, used original lead, tried showing hidden devices on pc but nothing seems to work.

    I'd appreciate any ideas.
  • Bob Moore
    Bob Moore Registered Users Posts: 17
    Master Explorer
    As I am getting nowhere with solving this problem is there any way to pass this to the TomTom software team?
  • DougLap
    DougLap Posts: 10,025
    Superuser
    Hi @Bob Moore

    Contact Customer Support. Explain you can no longer access your account and ask them if they can change the email address for the account so your can keep all your Favourites etc. They should be able to see the Serial number and you can confirm what it is on the unit you have.

    United Kingdom 02079 490 134

    Monday - Friday: 9:00 a.m. to 5:30 p.m.

    Doug
  • Bob Moore
    Bob Moore Registered Users Posts: 17
    Master Explorer
    Thanks
  • Bob Moore
    Bob Moore Registered Users Posts: 17
    Master Explorer
    Hi Doug
    Sent my serial number and asked for a solution.

    Received the following reply.

    "I understand your disappointment.

    I would like to inform you that if you want a backup from one device to the another you can create it however unfortunately, backup from one email address to another cannot be done.

    If you have any further questions, please do not hesitate to contact me again via the reply link in this email and I will be more than happy to help."

    I responded by saying that the device is not fit for purpose and the software team should have written the software to allow for customers to change their email address.

    I have now asked TomTom support for a deadlock letter.

    The support team are useless.
  • DougLap
    DougLap Posts: 10,025
    Superuser
    edited April 2019
    Hi @Bob Moore

    Sorry . Can you explain what you mean by You have Changed your Email address.

    Have you created a new one and you want to switch your unit to that?.

    Is the old email address still on the Tomtom server with the unit still on it and can you log into it.on your PC. If not why can't you log into your old Email TT account. is it a password problem?

    Have you added POI and Route files to your unit via the old Email Have you created any routes on the unit and saved them in My Routes.?

    Doug
  • Bob Moore
    Bob Moore Registered Users Posts: 17
    Master Explorer
    I had a tesco.net email but Tesco ceased the service so I had no option but to use my new email address.
  • DougLap
    DougLap Posts: 10,025
    Superuser
    Hi @Bob Moore

    Does that mean that because Tesco stop supporting the email now the Tomtom server will not let you log in using the old email and password to get into your account.

    Doug.
  • DeSelder
    DeSelder Registered Users Posts: 3
    Apprentice Traveler
    I think I have the same issue as described by Mr. Moore. I have changed the email address linked to MyDrive. I can still access MyDrive on my PC, but my old email address seems to be locked into my TomTom device and cannot be changed. I therefore can't use TomTom services anymore.

    I will try a reset to factory defaults and get back to you. I'm a bit surprised I need to take such drastic measures to solve this seemingly simple change.
  • Bob Moore
    Bob Moore Registered Users Posts: 17
    Master Explorer
    I'd be interested if you find a fix
  • Grayus
    Grayus Registered Users Posts: 11
    Master Explorer
    I had exactly the same problem with my new classic it would not accept my email address so I just set up a new email address and it worked fine so each time now when I change my device I have to to set up another email that really is a rubbish software glitch
  • DougLap
    DougLap Posts: 10,025
    Superuser
    Hi @Grayus

    You don’t have to allocate separate accounts for each device as for instance I have 4 TT units all allocated to the same MyDrive account and sharing the same My Places and My Routes.

    Doug
  • Grayus
    Grayus Registered Users Posts: 11
    Master Explorer
    Thanks Doug mine keeps defaulting to my email address on my previous tomtom 60 but it works fine with the new email I set up,the new satnav will not accept my old email address for some unexplained reason
  • Willy875
    Willy875 Registered Users Posts: 6,490
    Revered Voyager
    Hi
    It is also good to create an account for each device to avoid ending up with the places and the address of a GPS on all the other GPS devices.
  • Grayus
    Grayus Registered Users Posts: 11
    Master Explorer
    Just a update to my previous question that I cannot get tomtom traffic and my drive to work on my new classic 6 inch they both have x against them do I have to have my drive AND my drive connect installed on my phone as I only have my drive installed to get them to work I think this old guy is out of his depth at the moment thans ps I have set everything up and the Bluetooth is pairing fine
  • DougLap
    DougLap Posts: 10,025
    Superuser
    Hi @Grayus

    Look back here later to see what @VikramK has to say after he has reviewed the Traffic settings for your new Classic on the TT servers.

    Regarding your old TT unit if you want to change the MyDrive login to your new one then you have to do a Factory Reset in the unit and set it up again thus enabling you to change to the new email.

    Tap Menu
    Tap Settings
    Tap System
    Tap Reset Device.

    You will lose all the MyPlaces and Routes on it and they will be replaced by those on the Classic.

    Doug
  • VikramK
    VikramK Administrators Posts: 14,283
    Moderator
    Hi @Grayus
    Could you send me the serial number of your TomTom through a private message, please?

    Thanks, Vikram
  • riccardoso
    riccardoso Registered Users Posts: 1
    New Seeker
    I'm in the same situation, can please anyone help?
    I had to change my log in email and there is no way to change it on my tomtom go 500.
    Thank you
  • Willy875
    Willy875 Registered Users Posts: 6,490
    Revered Voyager
    edited April 11
    @riccardoso

    Factory reset the device.
  • DougLap
    DougLap Posts: 10,025
    Superuser
    Hi @riccardoso

    You will have to go into Menu/Settings/System and select Reset Device which will then delete all your current data and you then set the unit up as you did originally and so can input the new email.

    Doug
  • Lugwalker
    Lugwalker Registered Users Posts: 5
    Apprentice Traveler
    I have the same problem, Doug. If I do a reset will I lose my British Isles maps and have to buy them again?