TomTom Home Not Picking Up Active Subscription

[schmieg]

I have a 2014 Mazda CX5 with the NB1 unit. I have updated the maps and it has reported that I have to buy another subscription for a year. It has done this before and I currently have two active subscriptions, both expiring in August, 2025, but TomTom Home does not see them apparently and wants me to buy a third one. This has happened before and I'm getting tired of paying $79.95 every three months or so for a year's service that I never receive. Is there any way to get this fixed?

 

[Willy875]

You should contact TomTom for this duplicate subscription issue. TomTom should refund you.

 

[schmieg]

I have tried to get hold of someone there, but all I get is the robot. I haven't found any way to contact them directly. When I try to open a ticket, it just gives me the robot which tries to get me to use software that doesn't work with my device.

 

[Willy875]

I have tried to get hold of someone there, but all I get is the robot. I haven't found any way to contact them directly. When I try to open a ticket, it just gives me the robot which tries to get me to use software that doesn't work with my device.

I assume that to purchase the new subscription you logged into your Tomtom Home account which corresponds to the NB1 unit?

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Contact an advisor by Chat:

When you are logged in, press contact us at the bottom right a new box appears and if you wait a few seconds you get get in touch appears
Press get in touch and you should now have the option of chat, normal business hours or email.

 

[schmieg]

I renewed the subscriptions through the TomTom Home app on my computer, the same app which now refuses to recognize them.

There are not videos or troubleshooting documents on the site relative to my problem.

I will try again to reach them through email. The last time I tried, it just sent me to chat again.

Chat does not give you the option to do anything except exit chat when it does not know what you are talking about.

 

[schmieg]

I returned to the site and tried the chat again. This time I did not select any of the suggested options, but instead entered that I wanted to contact a real person. That finally set up the email option to contact Customer Support. This is not how the site indicates it is supposed to work, but I will remember it for any future problems.