Telenav for iPhone: Your Questions Answered
- An update is now available for Telenav on the iPhone which fixes the issues many iPhone 4S and iPad customers were experiencing
- Our offer for a free year of Scout ends on Friday, September 21st
- Read more here: http://blog.telenav.com/blog/?p=2317
Related Article – Help: I’m Stuck on the “Almost there” Screen
Hi everyone –
We realize that there are many of you who are very frustrated about the latest update to our Telenav iPhone app and understandably so. It certainly has not provided the type of experience we’re proud of and we’re doing everything we can to fix this.
Since the update, our team has been working around the clock to remedy these issues and as soon as we have more information, we’ll update everyone here on our blog, our community, Facebook, & Twitter.
In the meantime, we wanted to answer some common questions we’re receiving about this update here on our blog. We hope you find this useful.
Once again, we apologize to all of our customers and we hope to have more information for you soon.
Kenji from Telenav
Q: I have an existing premium subscription to Telenav on my iPhone but since the latest update, it’s asking me to upgrade my account again. What should I do?
A: This billing error is occurring for some people, but not everyone. If you have an existing subscription and are being prompted to upgrade your account for premium features, please do not repurchase the subscription as it will charge you again. It will also not recognize your previously existing premium subscription.
Q: What should I do if I’ve paid for a premium subscription twice?
A: If prior to the latest update, you had a paid for a one-year subscription but after it, you were prompted to pay for a new subscription and did, please contact our support line at 1 888 353 6284. Please ask to be transferred to a Tier 2 support representative for a refund request.
Q: I’m stuck on the “Almost there” screen. What should I do?
A: Our team is looking to fix this bug ASAP. In the meantime, please see this workaround which some have found to work.
Q: I’m able to download the updated Telenav for iPhone but when I try to load a navigation route, nothing happens. What should I do?
A: If you’re seeing this issue, please completely exit out of the app and restart your route in a new area – ideally outside with a full view of the sky. This should resolve your issue. If it does not, please call our support line at 1 888 353 6284.
Q: I’d like to talk about a refund. Who can I speak to?
A: If you have any questions about refunds, please call our support line at 1 888 353 6284. Please ask to be transferred to a Tier 2 support representative for a refund request.
Q: Why don’t you just roll back the app to the previous version?
A: Unfortunately, from a technical perspective, there is no way to do this
Q: Is there an ETA to fix?
A: Our team is working around the clock to remedy these issues. As of right now, we don’t have an estimated timeline but we are doing everything we can to fix this for our customers. We hope to have more information for you all soon and will continue to post the latest information here.
Q: Did you not beta test this upgrade?
A: As with all of our products, we hold an extensive beta test program where we test our app to ensure it is at a level our customers expect from us. Unfortunately, in this case we did not happen to have a tester that matched the criteria required which would have allowed these issues to reveal themselves.
As we continue to improve our products, we promise you we will broaden our beta testing.