Premium services on the GO Discover

a92971
a92971 Registered Users Posts: 58
Outstanding Wayfarer
edited May 6 in Devices using Wi-Fi®
Every time I turn off the device he writes to me that I need to renew a premium subscription.
What it means?
I have already renewed my live subscription.
Is there anything else?

Answers

  • Willy875
    Willy875 Registered Users Posts: 5,444
    Revered Voyager
    Expired services on the device is a known issue, a ticket has been opened.
  • VikramK
    VikramK Administrators Posts: 13,810
    Moderator
    edited May 6
    Hi @a92971
    Welcome to the community!
    Just to add, I also see the subscription you renewed is for LIVE Service(1 Year). The GO Discover Premium Services are different, see here- https://www.tomtom.com/en_gb/navigation/maps-services/go-discover-premium-services/

    I would recommend that you get in touch with our customer service (along with the invoice details) to help you with this.

    Regards,
    Vikram.
  • a92971
    a92971 Registered Users Posts: 58
    Outstanding Wayfarer
    I do not speak English.
    Is it possible by email?
  • Willy875
    Willy875 Registered Users Posts: 5,444
    Revered Voyager
    @a92971

    Message du modérateur traduit en Français.


    Vikram K Utilisateurs enregistrés, administrateurs Postes : 13 643
    Modérateur
    4h55 édité à 4h56
    Salut @a92971
    Bienvenue dans la communauté !
    Juste pour ajouter, je vois également que l'abonnement que vous avez renouvelé concerne le service LIVE (1 an). Les services GO Discover Premium sont différents, voir ici- https://www.tomtom.com/fr_fr/navigation/maps-services/go-discover-premium-services/?_gl=1*13jjnj5*_ga*MjI5NjQ1NTI4LjE2NTA0NDUwOTg.*_ga_TFLCNKEXQ6*MTY1MTgzMDQ1MS4yMjguMS4xNjUxODMxOTY4LjA.

    Je vous recommande de contacter notre service client ( ainsi que les détails de la facture) pour vous aider.

    Cordialement
    Vikram.
  • a92971
    a92971 Registered Users Posts: 58
    Outstanding Wayfarer
    I do not understand.
    What's more premium than the subscription I purchased for Live Services
  • Willy875
    Willy875 Registered Users Posts: 5,444
    Revered Voyager
    What I understand is that you purchased the live service for older devices


    For GO Discover, you must purchase this service https://www.tomtom.com/fr_fr/navigation/maps-services/go-discover-premium-services/?_gl=1*10q7rmv*_ga*MjI5NjQ1NTI4LjE2NTA0NDUwOTg.*_ga_TFLCNKEXQ6*MTY1MTgzMDQ1MS4yMjguMS4xNjUxODMyNzE0LjA.
  • a92971
    a92971 Registered Users Posts: 58
    Outstanding Wayfarer
    1. What is the difference between them? The live service works for me now! Am I missing something?
    2. What can I do that I have already purchased?
  • DougLap
    DougLap Posts: 9,862
    Superuser
    Hi @a92971

    It would appear that when @VikramK looks at the logs for your device and your account he is suggesting that you have purchased the wrong Service for the Unit you have. He is suggesting that you contact Customer Services as they can sort out the issue for you and switch you to the correct service.

    There have been no phone lines to Customer Support since the start of Covid and no indication that the facility will return.

    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
    Support Box appears and at the bottom with 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
  • a92971
    a92971 Registered Users Posts: 58
    Outstanding Wayfarer
    Thanks.
    I ask again.
    Right now, my live services are working properly.
    Is there something that does not work because I bought the wrong program?
  • a92971
    a92971 Registered Users Posts: 58
    Outstanding Wayfarer
    ??
  • DougLap
    DougLap Posts: 9,862
    Superuser
    @a92971

    Have you tried contacting Customer Support to check.

    The Chat function is not working correctly sat the moment so try later if you haven't contacted them to see what they say.

    Doug