Is TomTom down or not working today?

You forgot your password or have access issues

• On the log in page, enter your email address and click Send: a link to set a new password is emailed to you.
• Make sure you use the email address associated with your TomTom account.

Conditions: The link is active for 3 hours.

The password reset email is not received

It may take a few hours to arrive; it is sent from noreply@transactional.tomtom.com.

• Refresh your inbox and check the spam or junk folder; add the sender as a safe sender.
• Try a different browser or clear your browser cache.

'Password reset fails, please try again later'

The link in the email has expired (opened after 3 hours) or is broken.

• Request a new password reset email and use it before the link expires.

'Your account is locked for security reasons. Please try again later'

The maximum number of log in attempts was exceeded: the account is locked for 60 minutes.

• Click 'forgot my password' and reset it to log in immediately, or wait 60 minutes.

The link from the email does not work

• Mark the link text and copy it into your browser's address bar.

Conditions: The link expires after 3 hours: after that, request a new one.

Your new password is refused

• Choose a password between 6 and 32 characters.

Conditions: It must be between 6 and 32 characters long.

You changed your password

• Log in again with the new password on every device where you use your TomTom account.

Traffic or LIVE Services don't work

They may not work if your device cannot connect to TomTom Services, your subscription is not active, or the internet connection is unavailable.

• Fully charge your device: a low battery can block the connection.
• Disconnect your device from your computer: services don't work while it is connected.
• Check your GPS signal: you should see your position and the map shouldn't be grayed out.
• Turn on information sharing in your device settings.

If that does not work: If the services are not active, make sure you are logged in to your TomTom account.

The update fails

In most cases, downloading the update again with the device left connected to the computer solves the problem.

• Try the download again and leave the device connected.
• Make sure you use the latest MyDrive Connect version.
• For large updates, connect an Ethernet cable directly to the computer; avoid public or office networks.
• Check that no antivirus or firewall blocks MyDrive Connect.

You get an error message during the update

• Keep the device connected, click the Settings icon in MyDrive Connect, then Downloads tab, then 'Empty download folder'.

MyDrive Connect shows your device as 'Not connected'

Devices with Wi-Fi can receive updates directly over Wi-Fi and do not need a computer.

• Connect the device directly to a USB port on your computer, not through a USB hub, adapter, keyboard or monitor port.
• Avoid office or public networks, which can block driver installation.

The device doesn't start, or shows a red cross

A red cross usually means the TomTom software installation failed; recovering the software with MyDrive Connect can fix it.

• Charge your device for at least 2 hours.
• Reset your navigation device and check whether it starts normally.

If that does not work: If it still doesn't start, recover the software with the latest version of MyDrive Connect.

You want a refund or to stop a subscription

• For the fastest refund, use TomTom's refund form.
• To stop an auto-renewal or subscription, open the Subscriptions tab of your TomTom account.

You need to talk to TomTom

TomTom offers support by live chat and email, not by phone.

• On TomTom's support page, select 'Help & support' in the bottom-right corner and describe your issue and product.
• If the assistant doesn't solve it, choose live chat (business hours) or email (reply by the next business day).