What do you need help with?

You do not need a password. Enter your email on the login page and we send you a one time code. If it has not arrived within a minute, check your spam folder, and check you are using the address you paid with.

You are either signed out, or signed in with a different email from the one you bought with. Sign in, then go back to your test centre page. If the lock is still there, tell us which email you used and we will look.

Access is tied to the email address used at checkout. Sign out and back in with that address first. If it is still locked after that, send us the payment receipt and we will sort it.

Write to us from either address and we will move your access across. There is nothing to buy again.

Buy access again whenever you need it. Nothing carries over and nothing is lost: it is the same routes, and you pick up where you left off.

No. An account belongs to one person and cannot be shared, with an instructor or with anybody else. Sharing one gets it closed, and where access is being passed around or resold we take it further than that.

If you teach and want routes for your pupils, talk to us instead. There is a proper way to do it.

Yes. Sign in on each device with the same email. That is one person on their own phone, tablet and laptop, which is not the same as sharing an account.

Almost always a recording or screen sharing program. Our routes are protected, and that protection blocks playback while the screen is being captured.

1. 1Close Teams, Zoom, Meet, Discord, Skype, TeamViewer, AnyDesk or anything similar, then restart the browser.
2. 2Use Chrome, Edge or Safari, up to date. Try a private window.
3. 3Unplug external screens. A TV or projector often will not meet the protection requirements, so try the laptop screen first.
4. 4Try another device.
5. 5Check the connection. Wifi beats mobile data.

Send us these five things and we can look at what happened in the logs rather than guessing:

1. 1Device and operating system, for example Windows laptop, MacBook, iPhone.
2. 2Browser and version, for example Chrome 121.
3. 3What you see: buffering, black screen, an error message.
4. 4Which route.
5. 5A screenshot if you have one.

Yes, in the browser. There is no app to install. On a phone, turn it sideways for the full frame.

No. The routes are protected against copying, and that protection treats a TV, a projector or a cast as a second screen and stops playback. The same protection is why there is nothing to download: the video streams and stays on our side. The GPX files for driving are downloadable, which is a different thing.

Yes. The player has speed controls, so you can take a roundabout at half speed and then run the straight bits faster. Scrub back as often as you like.

It depends on the quality you play it at. On mobile data, drop the quality in the player and a route costs a fraction of what it does at full resolution.

Roads change, and we would rather hear it from you than find out a year later. Tell us on the share a route page: mark the spot, say what is different, and it goes straight to the person who decides where we drive next.

Write to us and we will look at your order. Under UK rules the fourteen day right to cancel ends once digital content has been supplied, but only where you gave express consent to that and acknowledged losing the right.

No, and it never will. We do not like subscriptions either. When your access runs out it simply stops, nothing is taken from your card, and if you need it again you buy it again.

For the period shown at checkout, counted from the day you buy.

Usually the bank rather than us. Try again, and if it fails a second time try another card or another payment method. If it still will not go through, tell us what you saw and we will check whether anything reached us.

Yes. Write to us with the email you paid with. If you need a company name and address on it, include those.

The routes download as GPX, the standard format for a route, which loads into a navigation app. Google Maps does not support this. We use TomTom Go ourselves.

1. 1Download the routes on a laptop or computer.
2. 2Go to plan.tomtom.com (opens in a new tab) and sign in.
3. 3Open Routes and upload the GPX files.
4. 4Click the three dots and choose Sync route.
5. 5Install the TomTom app on your phone and sign in with the same account.
6. 6In the app, open Menu, then TomTom services, and switch MyDrive on.
7. 7The routes appear in the app, and tapping one starts turn by turn.

Any app that does turn by turn navigation from a GPX file. We use TomTom Go and the steps above are for that. If you prefer another app, check that it supports turn by turn for GPX before you start.

Google Maps cannot follow a GPX route turn by turn. It would give you its own way to the destination, which is not the route the video shows.

The free account covers uploading routes and syncing them to the app, which is all these steps need.