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FAQ - How can I report map errors?


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Roads change rapidly and although we work hard on keeping up with the changes and release map updates 4 times a year, some errors may creep in. We have a couple of ways in which customers can provide us information about map errors they've found so that we can fix them quickly.

Most of our navigation devices and apps support a MapShare feature with which you can submit corrections directly to our map team and download map corrections to your device separately from the quarterly map updates. For more elaborate reporting we have the online MapShare Reporter. Both of these are explained in this FAQ and there are more FAQs here, but below is some more information to help you report map corrections and understand the process.

To quickly get started, please see the video below:
https://www.youtube.com/watch?v=aiUIWithZHc&list=PLPhJJNjQoAH-OdTkaE09y9nZxsfh59cm-&index=37

Table of contents for the video
  • Logging in: 0" 30'
  • Speed cameras: 1" 00'
  • Report status': 2" 10'
  • Missing street: 2" 20'
  • Speed limit: 3" 05'

Reporting with MapShare Reporter


MapShare Reporter and how to use it is quite extensively described in this FAQ. There are a couple of new features which are explained below.

Geo-tagged photos for more information


Some time ago a possibility was added to MapShare Reporter to add geo-tagged photos to your reports for more information. We've already announced this here on the forum but below is some further information about this.

Why is this so important?
Geo-tagged images are a handy way of providing us with a nice piece of evidence to help us verify and close out reports quickly.

Click the spoiler for more information.

Geo-tagged photos are especially helpful when reporting the following changes:
  • Street name - A geo-tagged photo of the street sign helps to confirm the change
  • Speed limit - A geo-tagged photo of the speed limit sign helps to confirm the change
  • (Un)blocked road - A geo-tagged photo showing the blockage helps to confirm the change (for temporary closures see below)

What is a geo-tag, and why is this important for TomTom?
A geo-tag will provide information on the location where an image was taken. This is enough proof for us to verify that e.g. a certain road sign is actually at the location you reported to us, which makes it a lot easier to process map reports efficiently.

How can I collect geo-tagged images?
This feature is usually automatically enabled on your smartphone, however you can find this option in your phone's settings. GPS has to be turned on in order to geo-tagged images.

How do I upload images on the MapShare Reporter website?
Simply locate and enter your map report on the map. At the bottom you will then find the option to upload up to two images (in JPEG format and 10MB max).



Reporting temporary road closures


Temporary road closures are included in TomTom Traffic on supported devices. These can also be reported with MapShare Reporter and the reports go straight to the Traffic team.

Temporary closures can be reported as follows:
  • Select the type Block or unblock
  • Zoom in and put the pin on the location of the closure
  • Select Temporary and a time restriction for the closure you're reporting
  • Select the types of vehicles this closure applies to
  • Select the time frame applicable for the closure. By selecting Specify you can give more precise time information regarding the closure you're reporting.
  • If you know of an official source for information about the closure, please add a link to the Comments field.

Reporting errors on the MyDrive map


If you find an error on the MyDrive map at mydrive.tomtom.com you can also report it with MapShare Reporter. There's also a link to it in the down-right corner of MyDrive.

Since MyDrive uses the new NDS maps, not yet available on our navigation devices, it's good to mention in the Comments field of your report that it pertains to MyDrive.

Reporting errors on truck maps


If you're reporting an error in a truck map, please mention it in the Comments field to speed up the handling process. For reporting changes in truck map specific features, e.g. height/weight restriction, please use the Other category.

Of course you can also report map changes directly with your device (see below).

Map versions


As mentioned above, we release map updates for our navigation devices and apps four times a year (see here for more information). The online platforms such as MapShare Reporter and MyDrive follow a different schedule and you may sometimes see some discrepancies in the map data between the different products.

MapShare Reporter status'


When you're logged in in MapShare Reporter you'll see on the top left, above the report categories, a link My previous reports. By clicking that you'll see you recent reports and their status'. The status' and their explanations are as follows:

Pending

We've received your Map Report and we are currently evaluating it. We'll let you know soon if we can use it.

Accepted

Your Map Report has been evaluated and accepted! We have updated our map database ready for the next map release.

Fixed

The next map release will contain your Map Report change. The change will appear soon in online maps or in a map update for your device. Thank you for you help with keeping the maps up-to-date - we look forward to your next Map Report!

Not accepted

Your Map Report has been evaluated but we have decided not to use your suggested change. Thank you for your feedback - we look forward to your next Map Report!

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Tips



To ensure you're report gets handled quickly, please make sure to select the applicable category. Reports in the Other category are handled manually and will take considerably longer to process, in case it actually belonged to one of the specific categories.



Also if you're not sure whether your issue is a map issue, please post here or check with Customer Service. E.g. navigation/routing issues are mostly a combination between map and the routing algorithm and require closer look at the specific issue. Traffic issues, other than temporary closures (see above), are best reported to Customer Service.

Report ID

By clicking a previous report (see above) you can see the ID number of your report. In case you have questions about it you can send it to Customer Service. Some Employees and Staff members can also check it for you here on the forum.

Speed Cameras and POIs

Fixed Speed Cameras and POIs are shown in the map of the MapShare Reporter when you have selected the relevant category and zoomed in enough. This way you can check whether we actually have a particular Speed Camera or POI in our database and report it if it's missing/incorrect.

Reporting on devices and apps


On-device MapShare corrections are supported on all portable navigation devices, but there are some differences in which corrections can be done and how they are handled. The main differences are whether corrections take immediately effect on the device or need to be confirmed first, which corrections are possible on the device and settings for trust level for MapShare Correction downloaded to your device.

Click the spoiler for more information.

Devices connecting to TomTom HOME


  • Corrections take effect on device as described in this FAQ.
  • You can choose between 4 trust levels for the MapShare corrections installed to your device: Confirmed by TomTom, reported by trusted users, reported by many and reported by some.
  • Corrections that can be made on these devices are described in the above FAQ.
  • Making MapShare Corrections is not supported on in-built devices connecting to TomTom HOME.

Devices connecting to MyDrive Connect released between 2010-2012


As above, apart from the trust levels. On these devices there are only 3 trust levels: Confirmed by TomTom, reported by many and reported by some.

GO 5x00/6x00, 5x0/620, 400, GO/Start/VIA 4x/5x/6x


  • Map corrections made on these devices are confirmed by TomTom and provided as MapShare Correction updates via MyDrive Connect.
  • 4 types of map corrections are currently possible on these devices:



GO Mobile


Map corrections are currently supported on the GO Mobile for Android and work the same way as for the post 2013 devices apart from the possibility to install MapShare corrections. Support for this feature is also being worked on for the GO Mobile for iPhone.


Downloadable daily map changes


Downloadable MapShare patches are currently supported on all portable navigation device updated with MyDrive Connect and TomTom HOME, except the one's for which we no longer provide map updates. For more information, please see here [support FAQ - Daily map changes].

What's included in the updates?


The downloadable MapShare patches currently include changes in speed limits and direction of traffic flow/road direction. All other types of changes are included in the quarterly map updates.

Please note, that the MapShare patches are only offered for the map currently active on your device. To download patches for other maps you've installed on your device, switch the active map on your device and reconnect it to your computer to check for updates.

This topic has been closed for comments

19 replies

Userlevel 7

Reporting a group of missing streets


These can be reported with MapShare Reporter

  • Zoom into a known road near those that are missing
  • Select Street
  • From the drop-down list select Report a group of missing streets
  • Drag the pin to show where the new streets connect to an existing street.
  • enter Street that enters missing neighbourhood
  • In the comments box, enter all street names that are missing plus their associated postcode(s).
  • Most importantly give a link to the housing estate developer (if known), as they will have maps with road geometry on them, that can be given to the map development team
and how do we report multiple map errors like all your German speed limits are incorrect. On my recent road trip there were COUNTLESS errors across the country in cities and rural areas. i could not trust the speed limits on the device at all, they did not match speed signs at all.
Userlevel 7
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Hi Tom,

Welcome to the Community and sorry for my late reply!

Any larger issues like that are best reported to Customer Service. They can gather the details for reporting to the map team.

Alternatively, you can also report an example with MapShare Reporter and add a comment about the large issue into the Comments field.

Cheers, Mikko
Userlevel 1
Morning,

Question for reporting timed turning restrictions.

The Mapshare Reporting Tool both on the TomTom website and through the Android app allow the reporting of turn restrictions (no left turn). However it does not currently provide a way to show time-related restrictions.

Currently I've been just reporting in the comments field the restriction times but is there a better way?

Thank you,
--Phil

Userlevel 7
It is a pity that the time restriction coding for speed limits has not been implemented as per

Userlevel 7
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Hi all,

I updated the FAQ with some extra info about downloadable MapShare patches 😃

Cheers, Mikko
Userlevel 7
Badge +6
Hi all,

I updated the FAQ with the new video our online team has made as well as some more information about installing MapShare patches.

Cheers, Mikko
Hi MikkoK,

You mentioned above, that only the speed limits and direction of traffic flow/road direction are included in the MapShare patches. I would like to ask how it works with street blocks? I reported blocked street due to repair works. All of the reported issues had been accepted, but there were no updates in map. The result is that 3 weeks later the navigation still routing through the closed street what finally means I have to turn round and go back. Because the blocks due to reconstruction takes only few weeks (sometimes few months) it is very problematic to wait for the quarterly map updates.
Is there any chance to change it? It is a pity to have so strong tool and comunity for problem reporting and not to use the informations.

Cheers, Jiri
Userlevel 7
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HI Jiri,

Temporary road closures are not part of map data but you'll get them through TomTom Traffic. I checked you're reports and they've been accepted and handled. MyDrive is still showing one of the closures you reported. If the others are also still relevant, please report them again.

Cheers, Mikko
Userlevel 7
@MikkoK

Temporary road closures should be part of map data and updated via MapShare. This because they are part of the routing requirements of ALL devices not just Live devices.
Userlevel 7
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Hi Niall,

I'm afraid, that's not technically possible. Even if it was, it'd potential cause more havoc than benefit as people would need to be constantly updating their devices.

Cheers, Mikko
Userlevel 7
@Mikkok

Is that not the main reason for the much vaunted MapShare - "get the latest changes"
Userlevel 7
Badge +6
Hi Niall,

TomTom Traffic is much better suited - and designed - for addressing quick, dynamic changes affecting routing. Map data is the underlying layer of road networks on top of which the traffic data is displayed on on the devices and apps. MapShare is explained in the FAQ above and the links therein. TomTom Traffic is best explained on the TomTom City pages.

Cheers, Mikko
Userlevel 1
WHY did you remove the option to make updates to one's own personal device map immediately? I don't need to wait 6-9 months for you to look at the possibility of maybe updating my map when it's only for ME and I don't want to share any of the information with anyone else. This used to be really easy and now it's an absolute nightmare. There are about 8 closed roads right next to where I work, and I cannot get the best routes to work because I have to go in and manually "avoid" all of them in order to get the correct traffic routing between 3 or 4 options. I need to come from an entirely different direction if there's traffic on the approach road to the roads that don't exist. They are permenantly closed to everyone, yet I cannot tell even my own device that I own to avoid those roads forever. It's absolutely miserable. Is there at least an option to always, always, avoid those particular roads? This is such a ridiculous backward step compared to the device I just moved on from that's 10 years old!
Userlevel 7
Badge +6
Hi Rose,

Welcome to the Community!

I understand that this feature was handy in some situations. In general, we want to ensure our customers have the most up-to-date maps we have to offer and getting all the reports from customers is one way to help us improve our maps.

Could you start a new topic and post some details of the case you're referring to, please, so that we can look into it?

Cheers, Mikko
Userlevel 1
How long between a map error being marked as "accepted" and the map actually getting changed? I was disproportionately excited when I found some of the changes had been accepted and rushed out to the car to run the updates, but they do not translate into map updates, it still says drive down the road you agree is closed on both devices and MyDrive.
Userlevel 7
It may take six to nine MONTHS for an accepted change to actually appear on a new map.
Userlevel 7
Badge +6
Hi Rose,

I checked your reports and the accepted ones have been fixed in the database. It looks like they could at earliest be in the November map release. However, unfortunately I can't guarantee they make it to that release.

Cheers, Mikko
Userlevel 1
I agree. Have now a new G05200. when I saw a road not correct or wrong speedlimit I updated it on my G0730 on the spot. Because i would benefit it myself right away and shared it via TOMTOM Home for others.

Now I stopped reporting most of the times Why bothering. Keep my focus on driving because when I report I still have to wait for TOMTOM when then "feel appropriate" to share the updates. Including myself as reporter. Why bother to sit behind your device and open a new highway for acces (and "close' the old highway, when nothing happens. Cant use that information myself and have to wait weeks or months. before my TOMTOM is using a highway which opened long time before. (referring to the A9 highway around Badhoevedorp in The Netherlands)

This is a great downfall compared with previous NavCores.

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