Subscription inactive

cremiki
cremiki Registered Users Posts: 4
Apprentice Seeker
in TomTom GO Navigation app for Android™
Hi,

Through Google Play, in May, I signed up for a 12-month subscription but within my App it is not active.

In Google my subscription is active

What can I do?

Answers

  • lampard
    lampard Administrators Posts: 6,075
    Moderator
    Hi @cremiki

    Welcome to the Community & sorry about my late reply! Can you try restoring the purchase on the App? In the main menu, please go to TomTom Services and log in to your account. You can then restore your purchases there.

    Regards, lampard
  • cremiki
    cremiki Registered Users Posts: 4
    Apprentice Seeker
    Hi,

    I tried to restore purchases but no results.

    Regards

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  • lampard
    lampard Administrators Posts: 6,075
    Moderator
    Hi Miki,

    Do you've multiple accounts on Google play store? Are you logging in to the same email address by which you purchased the subscription? Can you please try the following:
    • Uninstall TomTom app
    • In a BROWSER on your desktop/Laptop: Log in to the web interface of Google Play with the account you used to purchase
    • Install TomTom app from the web interface to your device
    • Don't let it open the Playstore app, but use the install button and choose your device in the browser to install it. Log in with the your credentials and see if it helps otherwise it's best to get touch with the support.

    Regards, lampard
  • cremiki
    cremiki Registered Users Posts: 4
    Apprentice Seeker
    Good evening.

    I followed the items provided but the problem was not solved.

    What else can I do?

    Thanks,

    Miki
  • lampard
    lampard Administrators Posts: 6,075
    Moderator
    Hi Miki,

    It's probably best if you can get in touch with our support via Chat/Email and they'll be able to help you further.

    Thanks, lampard
  • cremiki
    cremiki Registered Users Posts: 4
    Apprentice Seeker
    Hi

    I have tried several times to write to the support via email but they have always ignored me.

    Please give me the references of someone who answers or give me a link for a live chat because I have never found it.


    Thank you

    Regards

    Miki
  • DougLap
    DougLap Posts: 10,057
    Superuser
    edited August 2020
    Hi @cremiki

    Try this

    Go to the bottom of this page and Select Contact Us under the heading Support
    Log into the Page that opens
    Tap on the Red Contact Us
    Type Help in the Red box and hit return
    Help Box appears with a number of suggestions. Select Contact Us at the bottom of the box.
    You now get a box with Chat/Email. options

    The chat facility, which works during normal business hours , is very busy so you may have to try a few times before you get a connection.

    Doug

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