New map not showing up in MyDrive Connect

Micky_09_surf
Micky_09_surf Registered Users Posts: 2
New Seeker
edited August 2021 in Map purchase & installation
Hi purchased a new UK and Ireland map on 15 02 2021(411072323) its still not in my drive connect. any ideas how long its going to take to get all paid for and shows complete on the notification
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Answers

  • DougLap
    DougLap Posts: 9,966
    Superuser
    Hi @Micky_09_surf

    It seems that during the current situation with so many working from home purchases do appear to occasional take longer than normalI suggest you contact Customer Support on Monday via Chat if it has not been sorted by then.

    Try the following:-

    Tap Support at the top of this page
    Sign in Top Right of next Page. (you have to do this)
    When signed in Tap Contact Us bottom right
    Help Box appears and after a few seconds Get in Touch also appears
    Tap Get in Touch
    You are now offered Chat or Email. If Chat is closed it will tell you the hours that it will be available.

    Chat is busy you may have to try a few times.

    https://help.tomtom.com/hc/en-gb/articles/360015568919/

    Doug
  • Micky_09_surf
    Micky_09_surf Registered Users Posts: 2
    New Seeker
    many thanks for your prompt reply i will start trying this tomorrow when i have got a bit of time
  • tyredngrumpee
    tyredngrumpee Registered Users Posts: 20
    Master Explorer
    Hi @Micky_09_surf

    I have a similar issue with a Safety Camera subscription.

    Doug left me the exact same reply. Cut and Paste.

    I found that I cannot raise Chat at all, and the bot is of no use.
    Eventually I settled for Email and am waiting for a solution/reply.
    I'll post again if there is a solution.

    Lettuce Snow how you get on.
  • DougLap
    DougLap Posts: 9,966
    Superuser
    edited February 2021
    Hi @tyredngrumpee @Micky_09_surf

    Just to say I contacted Customer Support Chat this morning and Agnes responded within 5 minutes.

    I did have an issue using Safari but when I switched to using Firefox it worked straight away.

    Doug
  • tyredngrumpee
    tyredngrumpee Registered Users Posts: 20
    Master Explorer
    Tuesday
    Contacted support easily and spoke with Monika. (in contrast to Monday experience)
    Browsers working.
    The solution for me was that my device # hadn't been associated with my order.
    Odd, as I only have one device.
    Easily solved at Monika's end and fixed in 5-10 minutes at mine on MyDrive Connect.

    Hope yours goes well Good Luck
  • DougLap
    DougLap Posts: 9,966
    Superuser
    Hi @tyredngrumpee

    Glad you are sorted. During the current situation with so many working from home it does appear that some orders for maps and Traffic etc are taking longer than normal however as you have experienced once you contact via Chat the resolution is very quick.

    Doug

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