About repair and replacement

Navigation devices

We first recommend to reset the device. This usually helps if your device is not working properly.

If a reset doesn’t solve the issue, you can check the most common problems below.

• If your device displays a white or a red cross when it is switched on
  This usually means that the TomTom software is not installed correctly. We recommend restoring the software of your device.
  For Wi-Fi® devices, restore the software using this link.
• No GPS signal
  For GPS signal issues, perform factory reset on your device. If the issue is not resolved, follow this link to try other troubleshooting steps.
• If your device is rebooting or restarting/ showing screen lines
  Charge the device for 4 hours with a wall charger and then restore the software of your device. For Wi-Fi® devices, restore the software using this link.
• Other software related issues
  If your software is not up to date you may experience issues, make sure your device is on the latest software.
• Device is not turning 
  This is usually related to a hardware issue. We recommend charging the device for 4 hours without connecting it to a mount.
• Device is not charging
  This can be a hardware or an accessory issue. We recommend charging the device for 4 hours with a wall charger and with a different USB cable.

If the device is still not working, you can request a repair for your device.

Request a repair for a device

To request a repair for a device, you need a valid proof of purchase, and the device should be under warranty.

1. Click here for checking the warranty of your device.
2. Enter the serial number, date of purchase and country of purchase of your device.
   Note: All details are mandatory to request a repair.
3. Click Submit.
4. You can get further options to request a repair as per your warranty.
   • Under warranty:
     If your device shows under warranty, click Request a device repair and enter all required details to complete the form. A copy of the invoice is also required to verify the warranty of the device.
   • Out of warranty:
     If your device is out of warranty, repair charges are applicable. Find the Out of warranty repair fee. You can request a repair for an out of warranty device or purchase a new device.
   • No longer repaired:
     If your device can no longer repaired, you can purchase a new device.
     Click Purchase a new device to get to know more about our latest devices.

Repair procedures

Once the repair is booked, an email confirmation is sent explaining the repair process together with the repair number (RMA).

Repairing a TomTom product usually takes 10 to 20 working days after we receive the product at our service centre. If there's a very serious problem with your device, we may need to replace it. Make sure to make a backup of your device, if possible, before you send it to us.

Accessories

Requesting a replacement accessory

You can request a replacement for an accessory if your device is under warranty.

1. Click here for checking the warranty of your device.
2. Enter the serial number, date of purchase and country of purchase of your device. 
   Note: All details are mandatory to request a replacement.
3. Click Submit.
4. If your device shows under warranty, click Request a replacement accessory and enter all required details to complete the form.

A copy of the invoice is required to verify the warranty of the device. Once the replacement is created, a replacement number is provided for your reference.

If the device is out of warranty, you can purchase a new accessory from our website.