Heads up - Internet Explorer is no longer supported
Your browser is outdated, meaning it's incompatible with our website and exposes your computer to security risks. For a better, safer experience, please use a different browser or upgrade here.
Retail Portal

TomTom Retail Portal

TomTom Traffic or LIVE Services isn't working

If you are unable to connect to TomTom Traffic or LIVE Services, do the following:

  • Make sure your device is not connected to the computer. TomTom Services are not available when your device is connected to your computer.
  • Make sure that information sharing is enabled on your navigation device. See: About sharing information to use TomTom Traffic or LIVE Services.
  • Make sure that your device has a valid GPS signal. You should see your current position on the driving view. See: No GPS signal on your navigation device? Here's what to do.
  • Make sure your device is fully charged. A low battery may prevent your device from receiving TomTom Services.
  • Make sure that you're in a country with TomTom Services coverage.

In some cases, you might see an error message while trying to connect to TomTom Traffic or LIVE Services. If you are still unable to connect, the following steps depend on the type of navigation device you have:

TomTom GO Discover / GO Expert / GO Camper Max / GO Exclusive

If you're unsure of the model of your navigation device, you can click our chatbot Bongo in the bottom-right of the page to get help identifying your device.

  1. Open the Main Menu , select the question mark question mark icon and then select About.
  2. Make sure that the Traffic service subscription is valid and listed as Activated go_discover_about.jpg

    Make sure your phone is connected to your navigation device. See: Connecting your GO Discover/ Expert to TomTom services using your smartphone

  3. If you are still not able to access your services, reset your device to factory settings. See: How do I perform a factory reset on my device?
  4. After resetting your device, wait for one hour and then check if your device can connect.

Other devices

  • Select the Main Menu button settings_icon.png then select TomTom Services. If this option is not available on your navigation device, from the Main Menu, open Settings, Connections and then select Network.
  • For Mazda Navigation System NB1 LIVE: From the Main Menu, select Settings and Status & Information, then select Version information and Network.

After following these steps, you'll see one of these screens:

nav4_plus_connected.jpg nav3_connected.jpg

For Screen 1

  1. Check that the Traffic service subscription is valid and Activated

    For Smartphone Connected devices, make sure your phone is compatible and connected to your navigation device.

  2. If you are still not able to access your services, reset your device to factory settings. See: How do I perform a factory reset on my device?
  3. After resetting your device, wait for one hour and then check if your device can connect.

For Screen 2

If the status is NOT CONNECTED, check again after completing all troubleshooting steps

  1. From the Main Menu tap Services and then select My Services. Make sure that the Traffic service subscription is valid and activated.
  2. If you are still not able to access your LIVE Services, reset your device to factory settings. See: How do I perform a factory reset on my device?
  3. After resetting your device, wait for one hour and then check if your device can connect.

Note: For some older devices it might no longer be possible to purchase or renew TomTom services. See: https://www.tomtom.com/obsolete-products/#car