Europe maps not accessible

GVassi
GVassi Registered Users Posts: 5
Apprentice Seeker
I have a via 225 and purchased the Europe map 2 years ago. I am unable to access it now and get an error message. "You cannot use this map on this device: Europe 101626. Why has this happened for Europe when I can access my Africa and South American maps. Is there anything I can do to access these maps

Best Answers

Answers

  • DougLap
    DougLap Posts: 9,833
    Superuser
    Hi @GVassi

    Hopefully @VikramK can sort this out. Have a look back here later.

    Doug
  • GVassi
    GVassi Registered Users Posts: 5
    Apprentice Seeker
    I don't have any answer yet??
  • GVassi
    GVassi Registered Users Posts: 5
    Apprentice Seeker
    Hello Vikram, Do you work for TomTom, how can I contact TomTom there is no contact details on their website?
  • VikramK
    VikramK Administrators Posts: 13,758
    Moderator
    edited February 2020
    Hi @GVassi

    Welcome to the community!

    Try removing the map(Europe) using MyDrive Connect and check for a fresh download. I have reactivated the map for your device.

    Regards
    Vikram.
  • GVassi
    GVassi Registered Users Posts: 5
    Apprentice Seeker
    edited February 2020
    Hi Vikram,
    tHANKS FOR THE INFO, I have removed the map (Europe) and downloaded Europe again. I still get the error message "You cannot use this map on this device: Europe 101626". What else can I try I have a via 225 Serial No BLxxxxxxxxxx13?


    Mod edit: Please don't post private or personal information on a public forum. Thanks
  • VikramK
    VikramK Administrators Posts: 13,758
    Moderator
    Hi @GVassi

    Sorry, that did not help. I think this will need further investigation. Could you please report this to our customer service, please?

    Thanks
    Vikram
  • GVassi
    GVassi Registered Users Posts: 5
    Apprentice Seeker
    Hi Vikram,
    How do I contact your customer service centre.
    Thanks
    Gerry
  • raullover
    raullover Registered Users Posts: 1
    New Seeker
    i have a tomtom start 62 and i dont see maps for life update.
    help please.
  • DougLap
    DougLap Posts: 9,833
    Superuser
    edited May 2020
    Hi @raullover

    Unfortunately the customer support phone lines are not working due to the current situation. Hopefully @lampard or @VikramK will see this on Monday or Tuesday and can check your account settings and sort out if necessary. Look back here then.

    They may ask for your units serial number to be messaged to them. Do NOT post the serial number here

    Doug
  • Niall
    Niall Posts: 11,114
    Superuser
    @raullover

    Contact details for Customer Services

    Belgique
    Chattez
    lundi - mardi : 09:00 AM - 05:30 PM CEST
    mercredi : 09:00 AM - 05:00 PM CEST
    jeudi - vendredi : 09:00 AM - 05:30 PM CEST
    samedi - dimanche : Clos
    Email

    België
    Chat
    Maandag - Vrijdag: 09:00 - 17:30 CEST
    Zaterdag - Zondag: Gesloten
    Email
  • VikramK
    VikramK Administrators Posts: 13,758
    Moderator
    Hey @raullover

    Welcome to the community!

    Could you send me the serial number of the device through a private message, please?

    Thanks, Vikram
  • VikramK
    VikramK Administrators Posts: 13,758
    Moderator
    edited May 2020
    @raullover
    Thanks for sending the serial number. I have asked the team to make some changes in the backend. The service should now be activated, simply check for updates in MyDrive Connect and download the fresh map :) ~Vikram