GoPro Customer Service Issues

A few years ago, I purchased a new GoPro Hero 4. Initially, I used a mobile app to control the camera. Over time, I changed phones and lost the app. I visited the Uptodown website to find older versions of the app. Despite trying three different versions, I have been unable to find the right build date that works well on my Samsung Galaxy Edge with Android version 8.0. I have an important event on Sunday, May 30, [redacted], and I need the correct latest app by then. If not possible by Sunday, any assistance on another day is appreciated. I'm seeking help to find the right app. Thank you for your assistance.

Hello, I was really upset when my Hero 8 Black fell off my RC car. There seem to be four holes on the bottom, likely for the screws that secure the mounting bracket to the body. I hadn't noticed this detail before, thinking it was all one piece. I liked the design, which is why I upgraded from the Hero 6 Black, but I'm disappointed as I never had mounting issues with my old GoPro. I vaguely recall reading that in cases like this, there may be a replacement option if registered during setup, which gave me some relief. The main LCD screen is shattered, but the front screen still works. Please advise on my options when you can. Thank you. Best regards, S.F. Lamb

Dear GoPro Customer Service, I have been a loyal customer for the past five years, owning a total of five GoPros and accessories, mainly used for capturing surfing and adventures for my son. Unfortunately, I have encountered issues with a few of my GoPros including button reliability due to deep-sea diving and problems with charging batteries and LCD screens. These issues have made filming challenging, especially for water shots in Fiji. I am involved in various creative projects, including working from home for the New Zealand Government, writing novels, and producing a surfing TV series in Fiji. Despite facing difficulties returning or obtaining GoPro products during the pandemic and being located in Fiji, I hope to receive support from GoPro in the form of a replacement GoPro 8 or 9 so I can continue filming for my upcoming project, Serua Story Season One. I understand the challenges of international shipping to Fiji and the high cost of GoPro products in the local market. Any assistance or demonstration of appreciation for my loyalty would be greatly appreciated. If GoPro is willing to assist, please find my address details for shipping below. Thank you, Blair Robertson Email: [redacted] Director, Newfossil Productions PTE LTD www.newfossil.com.fj Address: Blair Robertson c/o South Sea Towage Limited 25 Eliza Street, Walu Bay Suva, Fiji Islands Postal Address: Blair Robertson c/o South Sea Towage Limited Private Bag Suva, Fiji

Dear Sir/Madam, I have been contacted by Ved Prakash from Silchar, Assam, India, who states that a joint ride sponsored by BMW Motarrad and Go Pro aims to promote upcoming bike launches with support from FMSCI. According to Ved, 5 bikes will be provided for a 10-day record-breaking journey from Kashmir to Kanyakumari, then to the highest point in Sri-Lanka. Each rider will receive 10 lakhs as riding fees for this FMSCI organized ride. He mentions his strong connections with senior FMSCI and GoPro officials, citing past sponsorships. While Ved has not requested funds yet, he has postponed dates regularly, leading us to suspect potential last-minute registration fees. We are cautious and seek verification on the credibility of this opportunity. Regards, Shashank Sharma

I recently purchased a 10-bundle product from the Belgium website, but I have not received any confirmation number or acknowledgment of my purchase. My credit card has been charged for the transaction. The product is intended to be shipped to Tomas Gaspar in Oostende, Belgium, at Kapucijnenstraat 8, Oostende, [redacted]. I am disappointed with the lack of communication and customer service regarding this purchase. Kindly provide me with information on the shipment status or process a cancellation and refund immediately. I am eager to hear back from you and resolve this matter promptly.

Subject: GoPro Camera Complaint and Request for Support Hello, I am reaching out for assistance regarding a complaint I have concerning my GoPro camera with the serial number C[redacted][redacted]. I have only used the camera a few times over the past three years, mostly while snorkeling on holiday abroad. Unfortunately, the camera has stopped working and appears to have corrosion due to either a battery leak or water damage. This led to the battery getting stuck inside the camera, causing inconvenience. Despite taking proper care of the camera, I am disappointed that it has malfunctioned after minimal use, especially considering I had planned to use it during my recent trip to Greece. I suspect a faulty battery or a manufacturing defect in the camera housing has led to this situation. This has not only left me with a non-functional camera but has also rendered some of the accessories I purchased useless. I am willing to provide photos or send the camera for inspection to resolve the issue promptly. I had plans to use the camera during my upcoming trip to Fuerteventura but now face uncertainty due to this predicament. Thank you for your anticipated help. Best regards, P. M. Britland

Hello, I bought a GoPro 9 Black camera last year, registered on the GoPro website under my email address. I am very unhappy with its performance. It is slow in operation with delayed responses, especially in Timelapse mode where it does not save footage automatically upon stopping shooting. The touch screen also has a significant delay. I thought a software update would help, but it did not resolve the issues. I need a fully functional GoPro camera without delays, by October 24, [redacted], for a professional climb tour in Africa. The camera is still under warranty. I urgently require a solution or replacement for the faulty GoPro 9 camera. Alternatively, I am willing to trade it in for an upgrade to a GoPro 10, all within the specified timeframe. Thank you. Best regards, Aaviram Sparsky

Hello, I purchased 2 GoPro Hero 9 cameras with invoice numbers CS-[redacted] and CS-[redacted]. Unfortunately, I have been experiencing constant issues with both cameras. They frequently stop recording, displaying a "repairing file" message upon restart. This has significantly impacted my ability to capture footage, with only 2 successful recordings out of more than 30 trips. I have tried troubleshooting by replacing SD cards, batteries, and external batteries multiple times without success. I labeled the cameras to differentiate them but the problem persists. I started a YouTube channel that I have been unable to update due to unreliable footage. I believe both cameras are faulty and I am seeking a refund or replacement under Australian Consumer Law. I prefer a stable Hero 9 replacement, but would consider a Hero 8 if the issues are resolved. My first GoPro experience has been disappointing considering the AUD [redacted] investment. I can be reached at +61 [redacted] for assistance. Thank you.

Good morning, I am seeking advice on the GoPro Hero 7 Sports camera purchased in July [redacted] from Noon in Dubai. The camera was used infrequently but worked well, until a recent trip to Abu Dhabi where it was used in a swimming pool. Despite being fully charged beforehand, the camera now fails to charge or turn on. I suspect an electrical issue or water damage, though it is advertised as waterproof. The camera is only 3 months old, and I am unsure if it can be repaired or replaced considering the purchase was made through an external supplier. I believe a GoPro should last longer than 3 months. Thank you.

Subject: GoPro Hero 7 Sports Camera Issue I am seeking advice on the GoPro Hero 7 Sports camera I purchased from you in July [redacted](Order Number NAED[redacted]8). Despite infrequent use, it performed well. However, on a recent trip to Abu Dhabi where it was used extensively in the swimming pool, the camera no longer charges or turns on upon our return to Dubai. I suspect an electrical malfunction or water damage, despite its supposed waterproof capabilities. Given its young age of only 3 months, I am interested in the repair or replacement process, understanding it may fall outside the standard return policy timeframe. I trust a product of this quality should not fail so soon.

I've had my GoPro Hero 9 for about 6 months now, and it was working fine the last time I used it in August. However, when I recently tried to use it, it seems to be stuck in livestreaming mode. I can't switch to record, take pictures, or access any other mode. Pressing the power button only prompts me to end the live session with a simple Yes/No option on the screen, after which all menu options disappear. Before I end the livestream, I'm unable to make any inputs, change settings, or even take a picture by pressing the shutter button. The only actions possible are either ending the livestream or power cycling by holding the power button for a few seconds. I've tried searching for ways to reset it via USB, but without being able to navigate the menus, I'm at a loss. I just want to be able to use it to record videos, take pictures, and use it like a proper camera.

I recently bought a GoPro 10 with a subscription and set it up successfully. While configuring custom profile settings, the back screen froze, displaying only the video picture without any settings. I tried to power it off by holding the button for over 10 seconds, but it kept turning back on with the frozen screen. Even after removing and reinserting the battery and trying different SD cards, the issue persists. I have been unable to reach GoPro support via calls or messages for assistance. Although I attempted to initiate a product return, I haven't received any return details after a day. I urgently need the camera for an event this weekend and my older model GoPro 4 has already been sold.

I own the GoPro Hero7 and recently encountered a problem with transferring files from the microSD card to my computer. While filming in 8 meters of depth with the dive housing, the camera displayed a message indicating it was "Recovering files." Initially worried, I later found the clips were viewable on the camera screen. However, when I attempted to transfer the files to my computer using a card reader, I received an error message stating the card could not be read. I could still access the files on my phone using the Quick app, but had to individually share each clip via airdrop to my computer. Unfortunately, I faced issues with transferring files shot underwater. Despite the camera and phone being in close proximity with enabled Bluetooth and Wi-Fi, I continually received connection errors on the Quick app. As I can view the footage on the GoPro screen, I am seeking advice on how to successfully retrieve the files from the microSD card.

Hello GoPro, it has been quite challenging to get in touch with you. I purchased a HERO 7 Black in December [redacted]. From the start, it has been experiencing issues: frozen image, SD card not always recognized. About 3 weeks ago, I couldn't transfer the content from its microSD card to my computer, I had to remove the microSD card and use my USB adapter to read it. And last week, it became impossible to put the microSD card back into the GoPro! It doesn't stay in place, and a message appears on the camera screen saying the card is not accessible. What steps should I take to arrange for a repair or exchange of my camera? I have the receipt available. Thank you in advance for your response, Corine

I recently placed an order for a new Go Pro 10 using Apple Pay, and upon receiving my confirmation email, I realized that the device will be shipped to an old address associated with my Apple Pay account. Despite contacting customer service, I was informed that they are unable to modify the shipping address and advised me to reach out to UPS once the item is dispatched for any address corrections. It is frustrating that I'm left with the responsibility to rectify this error caused by the outdated address linked to my Apple Pay. I spent a significant amount on this purchase, and the assistance provided is disappointing. The shipping address should align with the billing address initially confirmed during the purchase.

I bought a GoPro 9 earlier this year and subscribed. Recently, I got an email offering subscribers $[redacted] off a HERO10 Black + Accessories Bundle. I want to buy it but wonder if I need another subscription. I found out the HERO10 Black uploads videos automatically when off. If I lend the camera to a friend, can I prevent their videos from uploading? I have spare batteries for my HERO 9. Can I use them with the HERO 10, and will the HERO 10 battery work in the HERO 9? I am unsure how long this email deal lasts, and I can't reach customer support at 1-[redacted].

Hello, I requested a return for a GO PRO HERO BLACK 10, but the amount on the invoice sent by GoPro for the return does not match what I paid. My invoice amount is [redacted] €, and the refund invoice amount from GoPro is [redacted].91 €. Could you please contact me at 06.30.71.22.49 for an explanation? Thank you Sincerely AG

Hello GoPro team, I made a purchase during Black Friday on 26.11 (MP-[redacted]5) for the GoPro 10 bundle which included a 32GB memory card. As this was intended as a Christmas gift, I had not opened it until recently and discovered that the memory card was missing. It's disappointing considering the cost of the product. Is it possible to have the memory card shipped to me separately since it was listed on the invoice but not included in the package? Thank you for your prompt response. Regards,

Subject: COMPLAINT: Undelivered Package Despite Delivery Confirmation Order Number: SO-[redacted] Purchase Date: 12/31/[redacted] Tracking Numbers: 1Z9R52E[redacted]0 Hello, On December 21, [redacted], I purchased a Hero 10 Black camera (Order Number: SO-[redacted]) on your website which was delivered to my home with a signature. In order to fully utilize this camera, on December 31, [redacted], I bought accessories with the referenced order. I am lodging a complaint regarding the delivery of this December 31, [redacted] order as it was not actually delivered by your carrier. Despite an email confirmation from your carrier on January 4, [redacted], stating that the package was delivered at 3:05 pm, it was impossible as I was away for a medical appointment at the VALENCE hospital that afternoon. I have been at home on January 5th and 6th, [redacted], and subsequent days, without receiving any deliveries. If needed, I can provide proof of my hospital appointment. I have not received my December 31, [redacted] order under SO-[redacted], and I kindly request that the items I paid for be sent to me promptly. Thank you, Mr. Christian COLOMBO

I purchased a GoPro and some accessories and received a confirmation screen with an order number. However, when I attempt to look up my order using the order number, it's not showing up even though it's been a week. I verified the purchase on my credit card statement, but no email confirmation was received, just the screen displaying my order number. Additionally, I am unable to create a GoPro account as I didn't receive any email, despite confirming the correct email address.