Favourite places in app are gone and I can't use support on tomtom website

[Scoobyfizz]

I have lost loads today first thing and another two times during the day today. I have turned sync off on my tom tom app on android to try mitigate the issue.

 

[Fletch63]

has anyone also had a problem with app not appearing on Car Play

 

[wohdivad]

Have the same problem on TomTom Go Expert iPhone App since 16h00.

Same here. Go Expert app user. Maybe 20 odd years of favourites down the tubes. No chance of getting through to support but no surprise there I guess. I thought it was after I did a map update but perhaps that’s unrelated. A family member still has all my favourites because her phone is not syncing, a common problem for me. I like TomTom but maybe it’s giving me too much grief to stay. Let’s see what happens.

 

[Willy875]

Issue resolved: saved places, favourites and login services

The issue affecting saved places, favourites and login services has now been fully resolved.Data restoration was completed on 12 May 2026, and the underlying issue has been fixed so it should not h...

help.tomtom.com

 

[lucky0902]

Encore un problème ici. Des années de trajets soigneusement planifiés et sauvegardés ont disparu. J'ai restauré certains itinéraires un par un depuis mon ordinateur. Tout semblait correct. J'ai fermé TomTom, je l'ai rouvert et tous les itinéraires restaurés avaient de nouveau disparu. C'est une perte énorme et ça ne pouvait pas tomber plus mal, car ma femme et moi devons nous rendre à des événements différents dans des directions opposées ce week-end et nous avions tous les deux absolument besoin de nos GPS fonctionnels ! Maintenant, nous sommes dans une situation délicate.

Même chose pour moi, le problème est connu de Tomtom. Pour ma part, en attendant que la synchronisation refonctionne, j'ai coupé la synchronisation My Drive sur mon smartphone, remis les pois essentiels. De cette façon la sauvegarde est dans le téléphone.

 

[Twogiantscoops]

I’ve lost to two decades of My Places, Home, work on sat nav and MyDrive ap today. I’ve not touched anything, not reset, no new iPhone. Worked fine yesterday.
Is there an issue with the Tom Tom server.
I’ve logged out and in and still the same. Please help

 

[hewlett62]

same here

 

[Carmajon]

Today I had to use Android GO navigation twice - in first case all worked as usual, but when I tried to set route back home and opened app, I saw that all my fav places were gone - also home point, work place, etc. Nothing showing on map, empty favs list. I tried to re-login and uninstall / reinstall app - nothing worked so far.
Additionally, when I tried to report it as a ticket for support on TomTom website, I kept bouncing off from chat-bot who insisted that I'm not logged in when in fact I was (I saw my name in top right corner and had access to my previous support tickets). Generally log-in to website works strange, on planner website it keeps saying I'm not logged in (I see sign-in button in top right corner).
Any ideas what I can do to bring favs back or just wait untill it fixes itself?

I have exactly the same problem. All my favourites and recent destinations have vanished today

 

[Jammin]

Yeah, I’ve lost all my saved locations too. It happened to me on the 5th while I was at work (I’m an HGV driver).

At first I didn’t realise it was affecting loads of people, so I fully reset my device and then spent hours re-saving all my locations directly on the TomTom website instead of on the device itself. The next day it seemed to be working fine at first, but then all the locations disappeared again.

 

[MG David]

My routes and places are still on plan.tomtom but only the one I did yesterday is on the app. All the old ones have disappeared from the app.

 

[teaandcakes]

It also happened to me a few days ago, mid route I pressed 'drive home' button and everything gone. I have a slightly older one in the boot so i switched over and exactly the same on that one, so I knew it wasn't a problem with the device itself, as the navigation and traffic was all working still. It was only going online to find it has happened to everyone...I'm just going to wait it and see if they manage to restore it before patiently typing all addresses back in. I'm not a professional driver but had about 40/50 saved addresses. Not a single email from Tom Tom about it, to acknoweldge the problem?

 

[wohdivad]

It also happened to me a few days ago, mid route I pressed 'drive home' button and everything gone. I have a slightly older one in the boot so i switched over and exactly the same on that one, so I knew it wasn't a problem with the device itself, as the navigation and traffic was all working still. It was only going online to find it has happened to everyone...I'm just going to wait it and see if they manage to restore it before patiently typing all addresses back in. I'm not a professional driver but had about 40/50 saved addresses. Not a single email from Tom Tom about it, to acknoweldge the problem?

I would caution against typing them all back in. I (and I think others too) have found that additions vanish too after a short time.

 

[Emill1984]

I asked similar question in original thread about this issue and the best advice was not to tamper with list, just wait till they solve the issue, otherwise you might end up with wiping all the original data when it will be restored by TomTom (your changes can overwrite restored backup).

 

[Megan Crystal]

This won't help, but I'm in exactly the same situation. Worked fine yesterday morning, then go to drive home after work and all locations are gone - favourite places, recent destinations, home, work, the lot. Signing out and back in did nothing, as did uninstalling/reinstalling the iOS Go Expert app.

All my Recent Destinations disappeared yesterday (7 May 2026) and today all My Places have gone... surely not a coincidence?

 

[Vera]

Today I had to use Android GO navigation twice - in first case all worked as usual, but when I tried to set route back home and opened app, I saw that all my fav places were gone - also home point, work place, etc. Nothing showing on map, empty favs list. I tried to re-login and uninstall / reinstall app - nothing worked so far.
Additionally, when I tried to report it as a ticket for support on TomTom website, I kept bouncing off from chat-bot who insisted that I'm not logged in when in fact I was (I saw my name in top right corner and had access to my previous support tickets). Generally log-in to website works strange, on planner website it keeps saying I'm not logged in (I see sign-in button in top right corner).
Any ideas what I can do to bring favs back or just wait untill it fixes itself?

 

[Vera]

I have the same problem. I've tried everything as you did,but still haven't come back.

 

[dhn]

Apparently, issue resolved at source though it may take time for complete recovery of data by users.

 

[Patrick69]

I just got my 126 favourites back (09/05/2026 04h00 CEST).
Hopefully they won't disappear anymore.
The 2 favourites 'Home' and 'Work place' had not been recovered.

 

[wohdivad]

Nothing yet here in UK yet but sounds promising.

 

[Johnld]

TomTom always promises but never delivers