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Smartnav
How do I get my route summary again/the last instruction?
Press your Smartnav button once to repeat the last instruction. You may still access the route summary by pressing your Smartnav button within the first two minutes of hearing this instruction.
Have there been any changes to the Congestion Charging Zone and Alerts
Customers using Trafficmaster Smartnav automatically receive notifications from their unit when near to, entering and exiting the Congestion Charging Zone.
Customers have the ability to switch off these notifications if they have a Touchscreen, or by emailing Trafficmaster here. Trafficmaster will switch off this part of the service for the Customer as soon as practical. Traffimaster accepts no responsibility for the use of the Congestion Charging Zone notifications and is not liable if payments are made or not made in error in respect of the Congestion Charging Zone. This element of the service is not available to some Customers who purchased Trafficmaster Units before 1 January 2006.
Western Section Alert:
A selection of Customers may still be alerted to Congestion Charging Zones in the Western section, which has since been removed from the Congestion Charging Scheme. It is the sole responsibility of the Customer to ascertain whether or not they are liable to pay Congestion Charges.
You may either elect to have this service switched off by doing so on your touchscreen or contacting Smartnav Support here, or ensure you check the Congestion Charging website before you travel.
For more information click here to use the Congestion Charging Location (postcode) Check, or visit the Transport for London website where you may download the current Congestion Charging Area Map.
How do I change my Congestion Charge Alerts
Customers using Trafficmaster Smartnav automatically receive notifications from their unit when near to, entering and exiting the Congestion Charging Zone.
Customers have the ability to switch off these notifications if they have a Touchscreen, or by emailing Trafficmaster here. Trafficmaster will switch off this part of the service for the Customer as soon as practical. Traffimaster accepts no responsibility for the use of the Congestion Charging Zone notifications and is not liable if payments are made or not made in error in respect of the Congestion Charging Zone. This element of the service is not available to some Customers who purchased Trafficmaster Units before 1 January 2006.
Western Section Alert:
A selection of Customers may still be alerted to Congestion Charging Zones in the Western section, which has since been removed from the Congestion Charging Scheme. It is the sole responsibility of the Customer to ascertain whether or not they are liable to pay Congestion Charges.
You may either elect to have this service switched off by doing so on your touchscreen or contacting Smartnav Support here, or ensure you check the Congestion Charging website before you travel.
For more information click here to use the Congestion Charging Location (postcode) Check, or visit the Transport for London website where you may download the current Congestion Charging Area Map.
How do I gain access to the Smartnav website to set up my favourites
In order to gain access to the Smartnav Website and set up Favourite Destinations, you need to check that you have the following up to date Site Requirements.
The Site Requirements are as follows;
1. Microsoft Internet Explorer 9
2. Internet Access
3. A Java Virtual Machine for example Sun Java available at http://www.java.com
4. We do not support Google Chrome or Safari
Instructions given are for guidance only. If you are unsure about following any of the instructions, you should consult your system administrator or make use of the product support services provided by your computer or software vendor.
Can the detachable colour touchscreen affect my vehicle battery?
Leaving the detachable touchscreen plugged in whilst the vehicle ignition is off, may call a draw on the vehicle battery, which may lead to battery drain. As a safety and battery precaution, the detachable screen should be removed when the vehicle is not in use.
How do I get an updated ETA?
Your ETA on screen will automatically update as you travel your route.
Why is my safe speed not working?
Please contact the Customer Service team on smartnavsupport@trafficmaster.co.uk to reset the account and update the software. Smartnav Safespeed will only cover permanent, fixed safety cameras (i.e. Gatso, Spec and Truvelo). If this is a new camera, please let us know via email to smartnavsupport@trafficmaster.co.uk and we will ensure this is looked in to.
Why is my safe speed still beeping at cameras that have been removed?
These may be cameras that have recently been removed during temporary road works, please email the Customer Service team on customerservices@trafficmaster.co.uk with the location and this will be looked in to.
When I press the Smartnav button to call through to a PA the unit keeps saying “Guidance not active”
This means you are not pressing the button down for long enough. Press and hold the Smartnav button for at least 2 seconds in order to connect through to a PA.
The clock on my Touchscreen is incorrect, how can I correct it?
Downloading a route will usually fix this issue.
I need my Smartnav repaired, however as my system is not in warranty I would like to see if I can find a more cost effective way to do this, are there any independent dealers in my area?
Please email the Customer Service team on smartnavsupport@trafficmaster.co.uk and they will give you details of the dealers in your area.
I have added a new Favourite online and cannot view it on my touchscreen
If you have a Colour Screen, use your touchscreen to navigate to the “Favourite” menu and click “Update”. If you have a Mono Screen, use your touchscreen to navigate the “Favourite” menu and scroll to the bottom of your current favourites, at the bottom press “Update Favourites” and this should refresh your favourites on screen.
The Address entry function on my screen is not working; I am directed to the Call Centre for Routes?
Please download a new route and this will initialise your Address Entry function on screen.
When entering a postcode on screen, I am asked to Retry/Abandon
Do you have a current subscription to navigation? If yes, the likely issue is that the postcode you are using is invalid.
I am not receiving my routes after speaking to the PA
Please ensure that you are not pressing the “END CALL” button on screen when speaking to the PA, as this prevents the route being sent through. If problems persist over a 24 hour period please contact our customer services team via email to smartnavsupport@trafficmaster.co.uk
My touchscreen is constantly displaying “connection error”
Check all connections from the screen, if you have a detachable screen, detach it completely, then re-attach it making sure the connector is all the way in. If the issue persists please contact the Customer Service team via email to smartnavsupport@trafficmaster.co.uk
Why does my screen say “waiting for GPS”?
This can be for a number of reasons; it may be that your unit has temporarily lost your position. Please try moving the vehicle and requesting the route again. If the problems persist for more than 24 hours please contact our Customer Services team by email to smartnavsupport@trafficmaster.co.uk and they will assist you further.
Why is my Smartnav telling me I am off route when I haven’t deviated from it?
Your Smartnav may have temporarily lost your GPS position. It may help to re-download the route which will refresh the system for you. If the problem persists for more than 24 hours please contact our Customer Services team on smartnavsupport@trafficmaster.co.uk and they will assist you further.
I am trying to connect to the control centre but the unit keeps saying “the mobile phone network failed to connect your call”
First try this in different areas to ensure it is not a local network problem and if the issue persists then please contact the Customer Service team via email to smartnavsupport@trafficmaster.co.uk
Can I get a statement of how my Pay As You Go Credit is being used?
Yes. Upon registration you should have received a username and password by email. This gives you the ability to log on to our website www.smartnav.com which has a statement section, alternatively please contact our Customer Services team on smartnavsupport@trafficmaster.co.uk who will be able to assist you.
How can I find out what my current balance is of my PAYG credit?
The PAs have access to this information for you and are available 24 hours per day, 7 days per week.
Can I have a receipt for my recent payment?
Yes. Please email Customer Service on smartnavsupport@trafficmaster.co.uk with the date of which the payment was taken and we can get this arranged for you.
I would like to set up a Direct Debit with a sales consultant
Please call the Direct Sales team on 0845 604 5433
I would like to cancel my subscription
Click here to go to the cancel subscription form
Can I transfer my subscription from my old vehicle to my new vehicle?
Please contact our Customer Services team on smartnavsupport@trafficmaster.co.uk and they will be able to advise if this is possible.
I have moved house, changed my telephone number and need to amend my account
You can amend your account details online in 'My Account' by following this link
I am getting a new vehicle; can I take the unit out of my current vehicle, and have it installed into my new one?
Yes. Your Smartnav unit can be transferred to a new vehicle, please contact our Customer Services team via email on smartnavsupport@trafficmaster.co.uk and they will advise of the local dealers in your area who are trained to do this.