no map found

[Firefoxstar]

Dear Users!
I have a big problem,

I have a TomTom Go 520 and I'm on Holiday in Spain right now. I bought a map of spain (over TomTom Home) and copied it on my SD card, but my tomtom cannot find the map, it only shows the map of the internal memory (D,A,CH)
I phoned the support, the first girl was completely disappointed and didnt know what to say, she sent me an instuction of how to make a backup. I phoned the support again, the second agent did know more, she asked me to send a support file, this was 3 days ago, no reaction, the answer is still open in my account.
I'm now trying to get it running since 1 week and I would really need it tomorrow, maybe you can help us:

I think the problem is, that my girlfriend made a little mistake when she bought the map:
The device is registrated on an other account, she forgot that she was already registrated with an other account and registered a new one. Maybe thats why the map is not found.
I controlled everything, all files are on the SD Card, resetting, copying it new from Home does not work out.
Please help!

Oliver

 

[mikealder]

You need to get the device registered under its own unique e-mail address, map activation as well as any Plus services you have won't work correctly if its tied to an existing account used by a different device - Mike

 

[Firefoxstar]

Thx!
How can I do this? There is no point saying "registering device" or something on the website and I can't find it on the device either..
Shouldn't the tomtom support know such things?

 

[mikealder]

If the map is a new V850 map then they are downloaded as one of four possible "zones" by using TomTom Home via an internet connection, I am not aware as to what appears on the device when you only load a single zone as my unit has the full map installed, when you say D, A & CH that would suggest you have loaded up the Eastern zone which doesn't contain Spain, see Here for a breakdown of the zones, You can telephone TT Support to resolve the account issue but the map zone (if I am right) will require you to connect to Home and download/ install a different zone with Spain in it - Mike

 

[Firefoxstar]

I know what you mean with the zones, but i think this is not the problem. The A D CH map is the one I bought with the device, on the sd card ist a 1,85GB big map, the folder is called Western Europe. It has to be the right one containing spain, but as I said, it's impossible to switch to this map and there is nothing on the website where i can register it to another device. Even if I log in on tomtom home with the account we bought the map it makes no difference. Its now 3 days ago the support asked me to send the support file, no answer till now. I think I will cancel the order. It would have been so nice to navigate with tomtom, but it also worked out with a map on paper...
Tomtom is a very good product, but the support is very, very bad...