Subscription disappeared after upgrade

nrp6
nrp6 Registered Users Posts: 24
Master Explorer
Team
I need help
I have a TomTom account registered with an email ....@yahoo.com
I recently (April 11th) renewed my subscription.
Order number: GPA.3353-2077-1802-15800
Order date: Apr 11, 2021 9:27:40 PM EDT
That renewal somehow is not connected to my Yahoo account.
I am certain I renewed using the app last month.
Today I upgraded to the latest version on Android and the system is telling me I have no subscription.
Who can help me with that?
I tried to contact chat and phone support, but neither worked.

Best Answers

  • paba2
    paba2 TomTom Staff Posts: 41 Staff
    Answer ✓
    You can try to clear Playstore app cache and see if that helps.

    If it doesn't then unfortunately you need to reinstall app ensuring you use Playstore account you bought subscription with.
  • paba2
    paba2 TomTom Staff Posts: 41 Staff
    Answer ✓
    If that helps you may wanna disable auto updates for TT app, and just update manually on demand. At least until Google fixes https://issuetracker.google.com/issues/139597485

Answers

  • paba2
    paba2 TomTom Staff Posts: 41 Staff
    Hmm so you can use @yahoo.com email to make purchases in Playstore?

    Latest versions of app are using Playstore subscriptions
    Please ensure you are signed in Playstore with same account you make purchases.
    Also if you have multiple accounts of phone there is this problem
    https://issuetracker.google.com/issues/139597485
  • nrp6
    nrp6 Registered Users Posts: 24
    Master Explorer
    Thanks.
    The problem is when I try to log into the account using the account on Playstore, I get an error message.
    When I ask "retrieve password" with that account, the system tells me the account does not exist.
    Is is possible to chat with someone and wort together, real time, to solve this issue?
  • nrp6
    nrp6 Registered Users Posts: 24
    Master Explorer
    Just created an account on Tomtom with the same email I used in my subscription.
    Tomtom says that there are no subscriptions on that account
  • paba2
    paba2 TomTom Staff Posts: 41 Staff
    edited May 2021
    So firstly we need to clarify what you mean by
    "I am certain I renewed using the app last month."

    Because since over the year application in version 2.+ use only Playstore subscriptions.
    Those subscriptions are not connected to TT account so you don't have to log in inside app to have subscription.

    Your TT subscription should be visible on your Playstore account. Is that what you are referring here to?
  • nrp6
    nrp6 Registered Users Posts: 24
    Master Explorer
    Well, I used the TomTom Go app to renew. I just followed the prompts on the screen and got renewed.
    And yes, the subscription is visible on the Playstore account.
    In order to use Tomtom with the Playsotre account, what do I have to do?
    Right now, the app is looged into my yahoo account.
    Should I log out of that? And then do what?
  • nrp6
    nrp6 Registered Users Posts: 24
    Master Explorer
    I really need help. Very frustrating to work this via forum messages. I should be able to talk to someone on the phone. Really frustrating.
  • paba2
    paba2 TomTom Staff Posts: 41 Staff
    Answer ✓
    You can try to clear Playstore app cache and see if that helps.

    If it doesn't then unfortunately you need to reinstall app ensuring you use Playstore account you bought subscription with.
  • nrp6
    nrp6 Registered Users Posts: 24
    Master Explorer
    ok, I cleaned cache and reinstalled. Downloading maps now.
    let's see if the subscription will work
  • paba2
    paba2 TomTom Staff Posts: 41 Staff
    Answer ✓
    If that helps you may wanna disable auto updates for TT app, and just update manually on demand. At least until Google fixes https://issuetracker.google.com/issues/139597485
  • nrp6
    nrp6 Registered Users Posts: 24
    Master Explorer
    edited May 2021
    It worked. Now I have my subscription back. Great thank you.

  • paba2
    paba2 TomTom Staff Posts: 41 Staff
    edited May 2021
    You can use TT account you used before. TT account is for MyDrive, Playstore account is for subscriptions. You don't use Playstore account inside TT app but only in Playstore app.
  • lampard
    lampard Administrators Posts: 6,062
    Moderator
    Hi @nrp6

    When you get a chance, please click 'Yes' to mark paba2's comments as an answer so other users can find it useful. If you have further questions, don't hesitate to post back here.

    Regards, lampard