Purchased Maps does not appear in TomTom Home — TomTom Community

Purchased Maps does not appear in TomTom Home

I've purchased Europe Maps for Carminat TomTom Live. But no maps appears when checking in TomTom Home app.

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Answers

  • Willy875Willy875 Posts: 2,981 [Exalted Pioneer]
    If you bought the card with Tomtom Home closed Home and reopened Home
    Sometimes it takes 48 hours for it to be available on the account.
  • tomcat909tomcat909 Posts: 11 [New Seeker]
    I've bougth maps through web page on my account. Purchase was accepted yesterday. And still no maps in TomTom Home.
  • Willy875Willy875 Posts: 2,981 [Exalted Pioneer]
    When purchasing the card, do you have to select the Carminat account email address + MDP
  • tomcat909tomcat909 Posts: 11 [New Seeker]
    I've bought a car with TomTom SD card. In fact UserName in system info is different that my tomtom account. Do you think that can be a problem?
    By the way what is MDP?
  • Willy875Willy875 Posts: 2,981 [Exalted Pioneer]
    tomcat909 wrote: »
    In fact UserName in system info is different that my tomtom account.

    To erase the previous owner's information
    Complete reset to factory settings, then do not log into your tomtom account on the device.
    MDP = Password
  • tomcat909tomcat909 Posts: 11 [New Seeker]
    Thanks for hint.
    Ok, I did factory reset. Now card does show empty UserName.
    But TomTom Home still show no maps to load.
    What else could I do to upload my maps?
  • Willy875Willy875 Posts: 2,981 [Exalted Pioneer]
    Did you correctly inform the Carminat account at the time of purchase?

    if no card ask customer service for help
    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

    Or come back here the moderator @VikramK will look at your account.
  • tomcat909tomcat909 Posts: 11 [New Seeker]
    Of course I was trying to contact support. But it sems that only available option is botchat.. Wchich is completely useless and hangs in my browser.
    No support email or telephone... This is little bit frustrating :(
    Should I contact the moderator?
  • Willy875Willy875 Posts: 2,981 [Exalted Pioneer]
    How to contact TomTom customer support by email
    https://help.tomtom.com/hc/en-gb/requests/new?ticket_form_id=360000679560

    If your browser crashes, change browser or delete cookies.
  • tomcat909tomcat909 Posts: 11 [New Seeker]
    Thanks a lot. I was searching for contact form a long long time :).
    And yes, I changed browser.
  • RutgerpuntnetRutgerpuntnet Posts: 3 [Apprentice Traveler]
    Hi @tomcat909 !
    Is your problem solved? I have the exact same issue with my purchased card update on Carminat.
    I've also send a request on that form that willy875 mentioned
  • tomcat909tomcat909 Posts: 11 [New Seeker]
    Unfortunately not yet solved. I opened case in TomTom support but still not answered.
    I'll post solution when succesfully closed. But now stil waiting...
  • RutgerpuntnetRutgerpuntnet Posts: 3 [Apprentice Traveler]
    Too bad.
    @VikramK I see you are a true problem solver. Could you help us out here?
  • Willy875Willy875 Posts: 2,981 [Exalted Pioneer]
    Hi
    You bought your card with your Carminat account via Tomtom Home or via the site.
  • tomcat909tomcat909 Posts: 11 [New Seeker]
    I bought maps through website. SD card itself was purchased with car from previous owner.
  • Willy875Willy875 Posts: 2,981 [Exalted Pioneer]
    When you buy a map via the site, you don't always select the GPS account for which you want to buy the map.

    For an error-free purchase, it is better to purchase the card via the Tomtom Home account.
  • tomcat909tomcat909 Posts: 11 [New Seeker]
    Ok, now I see that it's better to make order by TomTo Home. But I did it first time. Wanted to use Black Friday promo. TomTom Home showed higher prices.
    Besides, during purchase webpage showed me right device, so I was sure everything goes OK.
    Now, I paid and can't use my maps.
  • DougLapDougLap Posts: 9,145
    Superuser
    Hi @tomcat909

    Try the following:-

    Tap Support at the top of this page
    You then HAVE to Sign in Top Right of next Page. (you have to do this)
    When signed in, and not before, Tap Contact Us bottom right
    Help Box appears and at the bottom is a message option
    Type Contact or Chat in the box
    If Chat is available you should be offered the chance to Tap Live Chat
    If it is Out of Hours for Chat you should be offered an option to message

    If it does not work exactly as described then try another Web Browser.

    Dou
  • Willy875Willy875 Posts: 2,981 [Exalted Pioneer]
    tomcat909 wrote: »
    Ok, now I see that it's better to make order by TomTo Home. But I did it first time. Wanted to use Black Friday promo. TomTom Home showed higher prices.
    Besides, during purchase webpage showed me right device, so I was sure everything goes OK.
    Now, I paid and can't use my maps.

    I understand we can not do anything to help you there is only the customer service or the moderator who can see on your account what is happening.
  • VikramKVikramK Posts: 12,866 Moderator
    Accepted Answer
    Hi @tomcat909
    Could you try a clean un-install the TomTom HOME software application. See the steps here-
    https://help.tomtom.com/hc/en-gb/articles/360013901520

    Download the latest version of TomTom HOME from here-
    https://help.tomtom.com/hc/en-gb/articles/360013960739

    Check for new updates-

    https://help.tomtom.com/hc/en-gb/articles/360013961259

    @Rutgerpuntnet
    The service or map has not been allocated to your TomTom account yet. I would recommend contacting customer service along with the order number. They should help you sort this out.

    Regards, Vikram.
  • tomcat909tomcat909 Posts: 11 [New Seeker]
    Yep. Looks it helped. Not exactly reinstalling software (didn't help) but installing TomTom Home on fresh PC. Now software is being installed. Hope the process will finish sucessfully.
    Thanks.
  • RutgerpuntnetRutgerpuntnet Posts: 3 [Apprentice Traveler]
    @VikramK I would love to contact customer service however it seems impossible to find out how to reach them. Basically the support website only has a broken chatbot and a link to this forum.

    Anyway, it seemed that the map magically showed up in my TomTom-Home today after all. I'll give it another try tomorrow!
  • DougLapDougLap Posts: 9,145
    Superuser
    Hi @Rutgerpuntnet

    On Monday during normal working hours try the following to contact Customer Support via Chat.

    Tap Support at the top of this page
    You then HAVE to Sign in Top Right of next Page. (you have to do this)
    When signed in, and not before, Tap Contact Us bottom right
    Help Box appears and at the bottom is a message option
    Type Contact or Chat in the box
    If Chat is available you should be offered the chance to Tap Live Chat
    If it is Out of Hours for Chat you should be offered an option to message

    If it does not work exactly as described then try another Web Browser.

    Doug
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