Paid annual subscription for Android app but can't redeem it. — TomTom Community

Paid annual subscription for Android app but can't redeem it.

The money for my annual subscription has been taken from my account, but I can't redeem it on the App and is now saying I only have 47 free miles.
My service should last till October 2020.
Tried contacting TomTom support by email, but hopeless.
Had a reply saying the contact form was not sent to the right customer services dept, but did not give any information as to where the inquiry should be sent.
Rubbish customer service.


  • lampardlampard Posts: 5,387 Moderator
    Hi @Scotscot99

    Welcome to the Community! The email address which you used to log in here on the Community only has an expired subscription. Maybe you renewed the subscription with the different email account?

    Regards, lampard
  • GerryhoptonGerryhopton Posts: 1 [New Seeker]
    I renewed today 29 April PayPal say TomTom paid but can't restore purchase to phone app
  • lampardlampard Posts: 5,387 Moderator
    Hi @Gerryhopton

    Welcome to the Community! Are you using the Go Mobile App or the new GO Navigation App? By any chance, you used any other e-mail address to purchase the subscription then you used to log in here?

    Best, lampard
  • palajajapalajaja Posts: 3 [Apprentice Traveler]
    Purchased tomtom go navigation, cannot redeem it via android app. Same login as my account here.
  • fredboekfredboek Posts: 2 [New Seeker]
    This is also my problem, extremely frustrating that end-users have to do debugging at this level.
    I bought a 12 month subscription on july 9th 2021 using exactly the same email address for both TomTom as well as the Playstore. While the Playstore correctly registers the subscription, the app remains ignorant and will expire in a couple of days as my 'free term' is almost over. Can you believe this stupidity?? After studying the fora, a certain lampard suggests a number of steps to be taken, like stopping the Playstore app, clearing the cache, etc., etc. I followed all those steps meticulously and it brought nothing. What a waste of time! For me it is clear that TomTom has no clue what the real underlying cause for this malfunction truly is....
    At any rate, I cannot accept having paid for an app that does not work! So please solve my problem before the app dies, or (preferred) send back my 12,99 Euro. I am really, really disappointed in TomTom!
  • lampardlampard Posts: 5,387 Moderator
    Hi there, @palajaja

    Where did you purchase the subscription? App Store or Google playstore?

    Best, lampard
  • lampardlampard Posts: 5,387 Moderator
    edited July 26
    Hi @fredboek

    Welcome to the Community! Are you getting this 'Renew your subscriptions' message on your Android Auto screen? If that's the issue, the fix will be available soon. See here

    The steps which you saw earlier were for a bug with the Playstore App. This happens when the play store app doesn't report that there are purchases and this can have multiple reasons (most likely because you have multiple Google accounts on your phone).

    Best, lampard
  • fredboekfredboek Posts: 2 [New Seeker]
    Dear Lampard, thanks for your reactions. I bought the subscription in the Google Playstore on july 9th; I am not using Android Auto, the app on the phone simply states that my free period will end in a few days. If I click on subsriptions in the Go navigation app, it only mentions three possible subscriptions, but if I click on 'Manage' (in dutch 'Beheer'), it brings me to the Google playstore, which says I have an active subsription untill 9th of july 2022. Despite this, the app thinks I am not entitled to this app. Also in TomTom Mydrive, I see no active subsription appearing. There is just one account on my phone which uses exactly the same email address as the TomTom account. (of course the passwords for the Gmail account and the TomTom account are different, but both use the same email address. By far the most simple solution to this problem is that you activate my account until 9th of july 2022. I can privately send you the proof of payment to the Google Playstore. Please help me get this app fully functioning as I rely on it for my holidays. Thanks in advance! Regards, Fred.
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