Apps fails to restore purchase

Callahan

Hi,

I have just renewed by subscription through Google Play. The money was taken from my account for a year's subscription. The app however continues to prompt me to pay again for my subscription.

The email address on my TomTom account is different to that on my Gmail account that is tied to my subscription. Is this the cause? If so, I'm unsure of how to resolve as using the "Forgotton Password" with my gmail account fails as the account doesn't exist.

I've been going round in circles for a day and I'm very close to just getting a refund and moving to an app that works.

Can anyone tell me why this app is failing?

Thanks.

Callahan

Hi,

Thanks for your suggestions. I'd tried all of the steps above multiple times in multiple different ways as well as signing out of both the Play Store and deleting the TomTom app. I only have ones PlayStore account so the multiple accounts thing wasn't the issue. Nothing worked. Gave up and got a refund as it really shouldn't be this hard. Am now using a free app that does the job although not as good as TomTom. It's a shame as I really liked TomTom and had no issue paying for it each year but if it doesn't work and the only customer services that they offer is to send me to the Forums and hope someone answers, then that's no longer worth the money I'm afraid.

lampard

Hi @Callahan

Welcome to the Community! Yes, the GO Navigation subscription is linked to your Google account (that was used for purchase) and not TomTom.

I would advise you to log out from the app and quit. Restart the phone and try restoring purchases (From the main menu> TomTom Services> log in to your account. You can then restore your purchases here). Make sure you are logged in using the same account in Playstore (Before restoring purchases in the GO Navigation app)

Regards, lampard

szachowa

Hi @Callahan ,

TT account is not linked in any way with GPlay account.
To resolve the issue, please also try following:

1. In TT GO Nav, please try to log out from TT account (just for now)
2. Open Google Play, and make sure that your gmail account that has been used is selected as an account in top right corner - your subscription is tied to google account, please remember about that
3. Force stop the GPlay app from app manager setting
4. Clear cache of GPlay app from app manager setting
5. Start CGplay app and make sure again that gmail account that has been used for subscription purchase has been selected
6. Start the TT GO Nav app

I also faced similar issue on private phone, where I have 3 google accounts added. Aforementioned steps helped me. This wasn't caused by any issue in the code of our app, GPlay Store goes nuts sometimes when there are multiple google accounts added on the device.

Please let me know if step that I proposed resolved your problem.

Callahan

Hi,

Thanks for your suggestions. I'd tried all of the steps above multiple times in multiple different ways as well as signing out of both the Play Store and deleting the TomTom app. I only have ones PlayStore account so the multiple accounts thing wasn't the issue. Nothing worked. Gave up and got a refund as it really shouldn't be this hard. Am now using a free app that does the job although not as good as TomTom. It's a shame as I really liked TomTom and had no issue paying for it each year but if it doesn't work and the only customer services that they offer is to send me to the Forums and hope someone answers, then that's no longer worth the money I'm afraid.

firstandlast

The answer to this problem for anyone having the same problem (like I did today) is to

1. uninstall the TomTom Go app from your device.
2. Go to the Google Play store and make sure that the Google account that is linked to your subscription is selected in the top corner.
3. Now install the TT Go app and because you downloaded it under that account, the app will automatically link the subscription to the app.

You wont need to log into a TomTom account in the app.

Hope that helps.