Telenav for iPhone: Your Questions Answered

Posted on August 17, 2012 | Category :Everything Else | 30 Comments

 

 UPDATE (9/14):

  • 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

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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.

Best,

Kenji from Telenav

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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.

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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.

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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.

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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.

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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.

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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

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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.

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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.

Comments 30

  1. Neil Zallman
    12/08/17

    This info is not comforting as I have tried everything. Your app has asked for my iPhone app password like 4 times or more. I have no clue how many times I have paid for this. You should beta test first. I know I am fustrated and know one can give u an answer

  2. Kit Palmet
    12/08/17

    Very unhappy…

  3. 12/08/17

    TERRIBLE. Why do I not have voice guided directions anymore?? Will that be back once you fixed the app?? I paid for it just for that feature!!

    • 12/08/17

      Hi Jeremy – It absolutely will. I’m very sorry about the inconvenience and any problems this may cause.

      Best,
      Kenji from Telenav

  4. 12/08/17

    App loaded great, looks great…until you select a destination and hit navigate. You just get the “loading” circle of death. You guys had the best nav app out there….hope this doesn’t kill the brand. I use mine ALL the time. Hurry boys…hurry.

  5. 12/08/17

    I’ve been able to finally get the new upgrade but now it simply does not work. I indicate the location I’d like..and it starts to “load”….and never stops. it simply does not work. I LOVED this app it was better than my $200 Garmin…but now telenav is useless.

    Any way to get the older version….that was great. Now you’ve ruined it.

    • 12/08/18

      Gib – I’m so sorry. Unfortunately, it is not technically possible for us to revert to the older version.

      Please try killing and restarting the app as it may also help with navigation issues. Directions to do that are here: http://blog.telenav.com/blog/?p=2218.

      We are also currently offering a year of Scout by Telenav for free (see here for more information: http://blog.telenav.com/blog/?p=2254) while we work on the fixes for Telenav GPS.

      Thank you,
      Mary Beth/Telenav

  6. Mike Hill
    12/08/18

    REALLY, wish I NEVER did the update! Had I have known what I was getting into with this garbage, I would’ve skipped the update because I was SO happy with the old Telenav!!!

    • 12/08/18

      Mike – thanks for your feedback. If there is anything specific that you would share with our team with regard to what you like or don’t like, please let me know. We appreciate all of the feedback.

      Thanks,
      Mary Beth/Telenav

  7. 12/08/18

    I too have been asked to upgrade multiple times. I have tried deleting and reinstalling multiple times. I have tried your workaround…and still not able to use the app. Please let us know when this will be fixed. I purchased this app for the same reason person above me did…the voice guided navigation! I love this app…when it works!! Thank you for any updates!! If it is not going to be fixed…can the purchase price be refunded? Thanks.

    • 12/08/18

      Jeanne,

      I’m sorry for the frustrating experience. You actualy don’t need to delete and reinstall – killing and restarting is different although I’m sure this is confusing. Please try killing and restarting the app instead. Directions to do that are here: http://blog.telenav.com/blog/?p=2218.

      If this still isn’t working, we are offering a year of Scout by Telenav for free (see here for more information: http://blog.telenav.com/blog/?p=2254) while we work on the fixes for Telenav GPS.

      Thank you for your patience,
      Mary Beth/Telenav

  8. 12/08/18

    This new version is a piece of crap consisting it does not work. Clearly it was not tested prior to it’s release or forced upgrade. I believe it was tested and someone knew there was an issue, but it was released anyway. Telenav needs to refund our money since they sold a non-working app. I am assign all charges will be halted until you get it working again. Is that not correct? It should be. Poor product, very poor service.

    • 12/08/18

      Karyn,

      I apologize for the ongoing issues but assure you that this was an unforeseen issue despite our rigorous testing in advance.

      If you have tried the workaround fixes and it is still not working, we are offering a year of Scout by Telenav for free (see here for more information: http://blog.telenav.com/blog/?p=2254) while we work on the fixes for Telenav GPS.

      Thanks for the feedback,
      Mary Beth/Telenav

  9. 12/08/18

    Finally got it to complete the download. In Favorites, what happened to my categories?? I used them a lot to group my destinations – hotels, clients, airports, etc

    • 12/08/18

      Jeff – I’m not sure I am following. Have you lost your favorites? Just want to make sure I understand the question.

      Thanks,
      Mary Beth/Telenav

  10. 12/08/18

    I also lost my voice guided navigation… are you going to extend the term of my subscription to rectify this issue

    • 12/08/18

      Max,

      If you are having trouble hearing the voice alerts, please try this: Start a route. Once your route is launched. Press on the black arrow at the top left of the screen. You should here her give an audio command. While she is speaking, turn the volume up using the volume button on the left side of your phone. We’re aware of this issue. You should only have to do this once though (voice should be working at all times after that unless you manually turn it down/off).

      Please let me know if this doesn’t work.
      Thanks,
      Mary Beth/Telenav

  11. 12/08/18

    “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.”

    Ok – so you mean to tell me you couldn’t find anyone with an IPHONE and had your app? And you might want to expand your testing group from “A TESTER” to a couple. Let me know, I’ll help out.

    Really?

    • 12/08/18

      Mark,

      The app went through our standard rigorous testing so we are investigating and testing fixes with Apple. Right now, it appears the issue is limited to iPhone 4S devices.

      If you are still having trouble getting it to work on your phone, please let me know. We are also offering a year of Scout by Telenav for free (see here for more information: http://blog.telenav.com/blog/?p=2254) while we work on the fixes for Telenav GPS.

      Thanks for patience,
      Mary Beth/Telenav

  12. Dale McMurry
    12/08/19

    I ordered the demo and was charged the full $9.99 plus tax. Do I have any recourse?

    • 12/08/20

      I’m really sorry about this, Dale. Did you push the demo option and still get charged? Just trying understand what may have happened.

      Yes, you absolutely can request a refund by calling our support line and asking to be transferred to Tier 2 support: 1 888 353 6284

  13. Mike Eubanks
    12/08/20

    I called the Telenav customer support number as instructed to no avail. After waiting on hold forever, the background noise in the customer support center was way too loud to have a normal conversation and the rep would not verify how many times I had been charged or what amount(s). She just transferred me to Apple support, again to no avail.

    I have emailed Mary Beth for help.

    Good luck to Telenav in this time of crisis.

  14. Kenji from Telenav
    12/08/21

    Hi Mike –

    Just closing the loop here. Looks like we were able to help with your refund request.

    Best,
    Kenji from Telenav

  15. 12/08/22

    I brought telenav in jan, 2012, had a lot of problems with it, I was instructed to update it and was charged another $9.99, then they said download scout it’s free for 1 year it will automatically give me a free year, and it didn’t , I called and got the run around, can I please get a refund.

  16. Kenji from Telenav
    12/08/22

    Hi Ken – Really sorry about this and happy to help.

    As part of the process to claim the free year of Scout, we’re asking people to push the 30 day trial on the offers page in Scout. Curious if this option was not available?

    Also, can you please email me at kenjio at telenav dot com? I’d be happy to help with your refund request.

    Best,
    Kenji from Telenav

  17. 12/08/23

    Maybe you should come back to the office from the endless rounds of golf you all appear to be playing and fix the d*mn app. It’s been WEEKS now. You know, maybe you could hire some high school kid to work on it. He/she couldn’t do a worse job than you people. Time for you all to have your butts fired-out and a new team brought in. Seriously. You twenty-somethings are pretty much worthless.

  18. Ricardo
    12/08/26

    Everyone, call customer support and demand a refund. I did and will never be using a product from this company again which is a shame since I’ve been a customer for a couple of years. Enough is enough.

  19. 12/08/29

    I now have the new version of TeleNav and went on line to download the user Guide. It looks to be the old version. How do I get a new one?

    Also how do I get a pin number? I cannot log in without one.

    • Kenji from Telenav
      12/08/29

      Hi Isobel – Would be happy to help. Can you please let me know what kind of phone you have and what version of Telenav you’re running?

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