What to do when you no longer have your device?


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FAQ "What to do when you no longer have your device"


There are several instances of this

TO CHANGE THE OWNERSHIP OF A DEVICE, OR SWAP AN OLD DEVICE OUT


Devices that use TomTom Home


Contact Customer services to remove the association of your mail address with the serial number

Devices that use MyDriveConnect


The old device MUST still be working and in your possession; otherwise contact customer services and they will do it from their end.
See How to: Contact support or Support phone numbers

You need the device attached if you are changing the email address as it writes it back to the device.
To change the ownership of a device, or swap an old device out so as to keep your original email for your newly purchased replacement:-
  1. with the old device connected login to MyTomTom and select "account details" ( https://www.tomtom.com/en_gb/mytomtom/accountdetails/ )
  2. Enter your current password (if requested)
  3. Click "Change username" and enter a different email address (twice) and save
  4. Click "change password" (optional) and save if changed
  5. Click "change personal details" (optional) and save if changed
  6. Click on "Log out"
  7. Disconnect the old device
  8. Connect the new device
  9. Move the mouse over the TomTom logo and then point at and click on "Log in"
  10. Select "Account details" and log back in with your original email and password
  11. In the panel "Connected device is not linked to this account" click on "> Link the connected device to this account" and follow the advice on the screen.

Then check for updates; doing the software first, followed by the maps, then the speed cams (NOT all at once 😃 )


This procedure does not transfer any the information from the old one to the newer one. So if selling remember to clear all personal details from the old device, like Home, Favourites, Recent destinations, My places, My Routes, etc.

If a person is selling the device (or giving it away), by using the new users email address you have the key for a successful exchange as you can send the device and only send the password when it has arrived and the payment has cleared.


Stolen


In the unfortunate circumstance that your device has been stolen what to do next depends on the type of device you had

An older device that used TomTom Home


  1. If you have a backup on your PC locate a file called ttgo.bif in the root of the device/backup
  2. Just open this file with Notepad or similar
  3. Look for line starting 'DeviceSerialNumber='
  4. Contact Customer Services to cancel any subscription and remove the email associated with that serial number
  5. Notify local police with serial number and device name

Live device that used MyDriveConnect


TomTom cannot track a stolen device but in several countries the police have access to the IMEI database that logs which phone mast is contacted by which device, and when, with this data they can triangulate the last switched on location of the device.
  1. Open MyDriveConnect
  2. Select My Device then My Devices
  3. The serial number (S/N: ) is displayed for each of your devices (see image below)
  4. Contact Customer Services to request cancellation of further updates/services
  5. Request the IMEI number of the SIM card that is in your device
  6. Notify local police with serial number and device name along with the IMEI number so that they can trace it (if they have the facility to do so)



Device that used MyDriveConnect

  1. Open MyDriveConnect
  2. Select My Device then My Devices
  3. The serial number (S/N: ) is displayed for each of your devices[img][/img]
  4. Contact Customer Services to request cancellation of further updates/services
  5. Notify local police with serial number and device name

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