Problem with installation of new bought map

Wolferl
Wolferl Registered Users Posts: 8
Apprentice Seeker
in Map purchase & installation
HI
just bought some hours ago online a new map for my device (USA&Canada)
I paid and got already the email for with order confirmation,
why do I don't see the update information on my device ?

Answers

  • Willy875
    Willy875 Registered Users Posts: 5,308
    Revered Voyager
    Hello
    You must always wait a little before it is available on your account
  • Wolferl
    Wolferl Registered Users Posts: 8
    Apprentice Seeker
    THX, just bought 6 hours ago, maybe I have to wait a little bit longer,
    tought as soon as paid with credit card, I will be released.
    THX for your reply.
  • YamFazMan
    YamFazMan Posts: 20,785
    Superuser
    Hi
    @Wolferl
    Welcome to the site....
    The restrictions as a result of the COVID-19, Social Distancing and people working from home, have delayed the Activation of Accounts and the Allocation of Maps & Services to Account’/Devices....
    @VikramK or @lampard the Forum Moderators should pick this up on Monday and check/correct your Tomtom Account status.....

    Stay Safe... ATB YFM
  • Wolferl
    Wolferl Registered Users Posts: 8
    Apprentice Seeker
    ok, great thanks for this reply, thought everything is already done full automatically,
    so there are real persons behind, good to know,
    as I am travelling next Saturday, I have time and started early enough :=)
  • VikramK
    VikramK Administrators Posts: 13,709
    Moderator
    Hi @Wolferl
    I reviewed your account and I don't see the order has been allocated.
    Could you please get in touch with our customer service along with the order number. They should help you sort out the subscriptions on your account.

    Thanks,
    Vikram
  • Wolferl
    Wolferl Registered Users Posts: 8
    Apprentice Seeker
    THX,
    if somebody from the platform, can tell me how to contact the customer service, it would be great, as I can't find any email address or telefon number to call, I am always transferred to this great community, but I would prefer just give a short call to an agent, explaining the facts, Wolfgang
    so if anybody can send me an email or phone number, I would be happy..
  • Willy875
    Willy875 Registered Users Posts: 5,308
    Revered Voyager
    Hello,

    How to contact TomTom customer support by chat or email
    https://help.tomtom.com/hc/en-gb/articles/360015568919/

    How to contact TomTom customer support by email

    https://help.tomtom.com/hc/en-gb/requests/new?ticket_form_id=360000679560
  • Wolferl
    Wolferl Registered Users Posts: 8
    Apprentice Seeker
    I don't know why, but both links are not working
    i enter my login plus password (working) and see message, site is not working
  • Willy875
    Willy875 Registered Users Posts: 5,308
    Revered Voyager
    Try with another browser?
  • YamFazMan
    YamFazMan Posts: 20,785
    Superuser
    Hi
    @Wolferl
    The way of contacting Customer Services has changed
    For Tomtom Support Email or Chat lines...
    (Monday to Friday Normal Office Hours)
    Chat… Will be available during Normal Office Hours
    Email… Will be available outside of Normal Office Hours

    Step by step tips when Contacting Tomtom Support....
    Here... https://discussions.tomtom.com/en/discussion/comment/1771083/#Comment_1771083

    Stay Safe... ATB YFM
  • yukonpete74
    yukonpete74 Registered Users Posts: 2
    Apprentice Traveler
    terrible customer service. You go round in circles trying to get help. I also purchased a map and nothing shows up on My Drive Connect hours later. Didn't have a problem taking my money automatically but for some reason my purchased can't be added automatically? If there is a delay in providing the map to my account perhaps you could include that information in my order confirmation email??? Is that to complicated?? Yes I am annoyed as I have wasted the last 2 hours trying to figure out why I dont have my purchase available.

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