All my stored routes in "My Routes" have gone. How can I get them back?

PeterTu
PeterTu Registered Users Posts: 5
Apprentice Seeker
When I click My Routes all I get is an option to import a route. Even if i do this it doesn't show. It just seems to be stuck asking to import a route but unable to show any of my old routes or any new route I import. Why has this functionality stopped working or changed?

Answers

  • Lochfrass
    Lochfrass Posts: 17,727
    Superuser
    Wich browser does you use?
    Can you see your Routes in the MyDrive App?
  • PeterTu
    PeterTu Registered Users Posts: 5
    Apprentice Seeker
    I am using Google Chrome. I don't have the Ap installed on my phone but I've uninstalled and reinstalled the latest version on my computer. I log in, it shows my email, I can even see a list of My Places but I just cannot get the MyRoutes tab to show any of my stored routes, even one I have made new using the planning tool and stored to My Routes although this does sync to my device and I can see it there. I just cannot get MyDrive to show a list of routes I have saved and therefore I cannot get any of my saved routes to show on the map
  • Lochfrass
    Lochfrass Posts: 17,727
    Superuser
    I would guess that possibly an addon could cause problems.
    On my Laptop with Firefox all is fine when i use the Webside
    https://mydrive.tomtom.com

    If possible, use an other browser or a different PC and try the website https://mydrive.tomtom.com.
    If the error still occurs, there might be a problem with the TomTom account.
  • PeterTu
    PeterTu Registered Users Posts: 5
    Apprentice Seeker
    I've tried Google Chrome or Microsoft Edge - same result. Now I'm on a different computer on Chrome using https://mydrive.tomtom.com website. I log in, I can see my stored places in MyPlaces tab, but the My Routes tab only brings up an invitation to import a route. How can I get my account to be checked?
  • PeterTu
    PeterTu Registered Users Posts: 5
    Apprentice Seeker
    I think the problem must be something to do with my account data held in the cloud that hasn't ported across correctly when TomTom has made an update. How can I get someone to look at this?
  • DougLap
    DougLap Posts: 9,831
    Superuser
    HI @PeterTu

    Contact via Chat.

    Try the following:-

    Tap Support at the top of this page
    Sign in Top Right of next Page. (you have to do this)
    When signed in Tap Contact Us bottom right
    Help Box appears and after a few seconds Get in Touch also appears
    Tap Get in Touch
    You are now offered Chat or Email. If Chat is closed it will tell you the hours that it will be available.

    Chat is busy you may have to try a few times.

    If the above does not work as described try another browser

    Doug