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Hiker
Posts: 29

Re: Can't buy GoPro Hero10. Error when clicking on the "Place Order" button on final step.

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Got a reply from the support team today to my email from September 20.
"The issue is being fixed, please try to re-order.

We appreciate your patience through this process. If you have any questions or concerns, please reach out to us by requesting a callback or chat, and we’ll be happy to help..."


Well that gives hope ... 

 

Would be happy if GoPro gets the problems under control and wish everyone luck with ordering

Sightseer
Posts: 1

Re: Can't buy GoPro Hero10. Error when clicking on the "Place Order" button on final step.

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the same problem 

Hiker
Posts: 49

Re: Can't buy GoPro Hero10. Error when clicking on the "Place Order" button on final step.

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I've contacted the support last Thursday, sent them screenshots from my whole process and a link to this thread (specifically to my post #16). I was emailed on Monday with a statement that they are still working on it. I contacted support again yesterday (a week from when I submitted the screenshots and information) and was told the technical team is still working on it. As a fololw-up (or a very tight coincidence), I was sent exactly the same email as on Monday, ensuring me they are working on my problem and that the representative, as a fellow consumer, understands the importancy of getting a timely resolution.

 

I'll report here if it actually gets resolved. So far, the situation stays the same for me here in Vietnam, neither PayPal not other browsers/IPs/addresses/people ordering help circumvent the issue. I've been attempting to buy the camera since 2021/09/17.

 

————

 

@shaktir6670 mentioned the same issue in another thread: https://community.gopro.com/t5/Cameras/Can-t-order-hero-10-not-able-to-reach-customer-service/m-p/12...

Sightseer
Posts: 1

Re: Can't buy GoPro Hero10. Error when clicking on the "Place Order" button on final step.

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I have the same problem (Spain). This is a problem with your checkout system.

Tourist
Posts: 3

Re: Can't buy GoPro Hero10. Error when clicking on the "Place Order" button on final step.

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I've contacted support like 2 weeks ago about the same problem and still no solution. Meanwhile I've gotten 5 emails in the last 2 weeks with "we are still currently standing by for a response from our technical team"

GoPro
Posts: 16,038

Re: Can't buy GoPro Hero10. Error when clicking on the "Place Order" button on final step.

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@supercliff85431, @coolpike33765, sorry for the inconvenience this may have caused you. Due to the difficulties that you are experiencing, we recommend that you purchase locally through a nearby retailer or one of our local distributors.

GoPro
Posts: 16,038

Re: Can't buy GoPro Hero10. Error when clicking on the "Place Order" button on final step.

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@luh216, I made a follow-up with our team for your account. We'll keep you posted as soon as new information is available. Thanks for your patience.

GoPro
Posts: 16,038

Re: Can't buy GoPro Hero10. Error when clicking on the "Place Order" button on final step.

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@brasombra, just to check, did you use the same email address you have on your Support Hub profile?

Hiker
Posts: 49

Re: Can't buy GoPro Hero10. Error when clicking on the "Place Order" button on final step.

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@aenriquez Thank you!

 

Just to be clear, I contacted the suport several times, the case where I uploaded my screenshots and information (almost two weeks ago) is #10464970. I've been getting most likely automated/scripted updates (same text every time) about how your team is working on it every 3 to 4 days, with what I guess is a reference code: [ ref:_00Do0HJuF._5003b1dAzg4:ref ].

 

If you need any cooperation from my side, feel free to ask - I am a developer and can easily do some front-end/network debugging.

 

This is the result of clicking "Place Order" (using PayPal in this instance, same result if I fill in a debit card details):

 

gopro-checkout-01.png

 

Interestingly, POST data seem to be completely empty (not a single variable there), but there is a host of information and tokens listed in cookie data of the requet header. I am assuming the order details have already been stored at the server at this point and the cookies just point to it.

 

You can see both AdBlock and Disconnect running - but whitelisting the site or running in a different browser with no extensions doesn't change the outcome.

GoPro
Posts: 16,038

Re: Can't buy GoPro Hero10. Error when clicking on the "Place Order" button on final step.

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@luh216, we just received an update from our team. You should now be able to place an order. Please try again. Let us know how it goes. Thanks for your patience!

Hiker
Posts: 49

Re: Can't buy GoPro Hero10. Error when clicking on the "Place Order" button on final step.

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@aenriquez  thank you for the update!

 

I see some changes in the address filling step (some forms of writing the street name bring up a box suggesting a garbled address, found a form that seems to be accepted/validated fine), but ultimately the result is the same error message on "Place Order" click: "We're sorry, but your order cannot be placed. If you feel this is a mistake, please contact our customer service center."

I tried a few variations of the address, even the garbled suggested one, and both debit card and PayPal.

 

Should I contact support again to provide specific details?

Sightseer
Posts: 1

Re: Can't buy GoPro Hero10. Error when clicking on the "Place Order" button on final step.

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Absolutely the same problem...Smiley Frustrated

I try to make an order 5th day and always see the same in the end: «We're sorry, but your order cannot be placed. If you feel this is a mistake, please contact our customer service center.» Yes, I feel this is a mistake! Because I make orders in different shops all over the USA and never have any troubles, but here you told me «sorry».

GoPro
Posts: 16,038

Re: Can't buy GoPro Hero10. Error when clicking on the "Place Order" button on final step.

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@luh216, @kleemann, sorry if this has caused you any inconvenience. U​​​​​unfortunately, it appears as though our Order Support Team is having issues with the orders that you've submitted. Due to this and the difficulties that you are experiencing, we recommend that you purchase locally through a nearby retailer or one of our local distributors. 

Hiker
Posts: 49

Re: Can't buy GoPro Hero10. Error when clicking on the "Place Order" button on final step.

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@aenriquez I confirmed with a support agent that my case is really not gonna be resolved.

 

Buying locally isn't a viable alternative - some of the accessories I want just aren't available in Vietnam, and the sum of the rest of what I wanted to buy costs hundreds of dollars more than  the sum of all I wanted to order from this shop, including shipping and taxes. While I'd love to have the new GoPro, I don't need it that much, not going to spend a month's worth of salary on it. Most likely I'll go with the other new toy from a competing manufacturer, because it just makes more sense regarding the value.

 

I already ranted about my experience in another thread, just letting the people here know that in my case the shop is still broken, always giving the same error.

Tourist
Posts: 6

Re: Can't buy GoPro Hero10. Error when clicking on the "Place Order" button on final step.

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Bonjour

J essaie de passer commande est impossible .
Le support me répond qu il n y a que moi qui rencontre ce problème et qu ils ne peuvent rien faire.
Il me dise d essayer sur un autre ordi alors que je leur ai dit que j avais essayé sur 3 ordi différents , tous les navigateurs, en mode privé , avec reset du cache, avec plusieurs adresses mails et plusieurs cartes …
Rien à faire ça ne marche pas !!
J avais crée un post avant de tomber sur celui là …
https://community.gopro.com/t5/Cameras/Impossible-de-passer-ma-commande-sur-le-site-GoPro/td-p/13224...

A ce demander si leur réduction sur leur site n est pas qu un fake ! Et qu au final ils nous poussent à aller acheter la camera à prix fort chez un revendeur !

Bref si pas de solution , j vais finir chez DJI !
Tourist
Posts: 6

Re: Can't buy GoPro Hero10. Error when clicking on the "Place Order" button on final step.

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Bonjour

Même problème!

J avais créé un post similaire et ce vient de voir que le sujet n est pas récent !

https://community.gopro.com/t5/Cameras/Can-t-buy-GoPro-Hero10-Error-when-clicking-on-the-quot-Place/...

Le support me dit que cela n arrive qu à moi et que je dois essayer depuis un autre ordinateur …
Pourtant j ai essayé depuis 3 ordinateurs, avec tous les navigateurs , depuis le téléphone, en navigation privé , avec reset du cache, avec différentes cartes bancaire , même PayPal, et aussi différentes adresses !
Rien à faire , toujours le même message !

Bref si aucune solution , j vais finir chez DJI !
Sightseer
Posts: 1

Re: Can't buy GoPro Hero10. Error when clicking on the "Place Order" button on final step.

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I don't know if anybody has posted this but I'm going to post it anyway. I've been trying to purchase a GoPro 10 for two days now and I finally got somebody to chat with GoPro. We went through changing credit cards to changing browsers but all it took was this one simple step. Use a different email address when you place your order. That is key, Vanessa my agent told me that their system sometimes rejects certain email addresses. Don't ask me why that is, I know it's weird, but my problem was resolved and I'm just waiting for my delivery. Hope this helps

Tourist
Posts: 6

Re: Can't buy GoPro Hero10. Error when clicking on the "Place Order" button on final step.

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thank you for your feedback @rommella2 .

 

Unfortunately, I have also tried with different email address... I have also tried to create a new one ... but without success...

You are lucky that it worked for you 😉

Highlighted
Hiker
Posts: 49

Re: Can't buy GoPro Hero10. Error when clicking on the "Place Order" button on final step.

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@rommella2 Unfortunately this hasn't worked for me. I assume the error is actually a catch-all message for multiple different issues.

 

What I tried to do to resolve this, based on support suggestions, comments here, on Reddit, and on Twitter for some reason:

  • change my email
  • order from registered account or as an anonymous buyer
  • use different IP (different local provider, different countries via VPNs and private servers)
  • ask a friend to order it for me and have it delivered to their address (same city)
  • use different browsers, incognito and regular profiles
  • order from phone (default for me is computer)
  • order using PayPal
  • order with different debit cards (Visa and Mastercard, different countries, all in my name and tested working for other international purchases and online subscriptions)

Not sure I combined all of these, but there vere heaps of variations, I was attempting this over a course of almost two months. Many of these seem to have helped other people, hope the summary can be helpful to more going on :) Unfortunately nothing has helped me. As of now, my guess is they just don't ship to Vietnam and instead of making that policy public, they use this catch-all error message when you try to confirm order. I was asking in a local GoPro enthusiast group and couldn't find anyone who actually ordered their hardware from here (but I don't speak the local language and many may have just ignored a post in English).

 

Note that if you have a friend use their email to order and create a new account, you can then actually change the email address of that account to yours, effectively transferring the subscription ownership. Obviously if you have an account that already has some content you want to keep, this will not merge it, but could still be helpful for some :)

Tourist
Posts: 5

Re: Can't buy GoPro Hero10. Error when clicking on the "Place Order" button on final step.

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Same here. Been trying to Purchase for months. "We're really sorry, go to a retailer", is the best i could get. Won't let you do a phone order or prepay with a direct deposit. Sounds like a scam to me

GoPro
Posts: 32,193

Re: Can't buy GoPro Hero10. Error when clicking on the "Place Order" button on final step.

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Hi @natste9d

 

What error message are you getting?

Did you use the same email address in your Hub profile?

We'll have this checked with the team.

 

Thanks!

Ej

Tourist
Posts: 5

Re: Can't buy GoPro Hero10. Error when clicking on the "Place Order" button on final step.

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Have tried multiple web browsers, incognito, different PC,s , different phones, different payment methods. Get the sam msg as everyone who is complaining online

 

Order Summary

We're sorry, but your order cannot be placed. If you feel this is a mistake, please contact our customer service center.
GoPro
Posts: 32,193

Re: Can't buy GoPro Hero10. Error when clicking on the "Place Order" button on final step.

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Hi @natste9d

 

Can you please try placing the order again?

It should go through.

Let us know how it goes.

 

Regards,

Ej

Tourist
Posts: 5

Re: Can't buy GoPro Hero10. Error when clicking on the "Place Order" button on final step.

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Order has gone through. Recieved package MISSING both memory cards ordered and paid for. I assume this means we are still without a GoPro for our skiing holiday

GoPro
Posts: 21,776

Re: Can't buy GoPro Hero10. Error when clicking on the "Place Order" button on final step.

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Hello, @natste9d. Please check the box or the case. The SD card comes in a loose plastic/manila envelope so it may have moved around inside the package while in transit. Others report that they found the card inserted in the bottom flap of the box.

 

If this is not the case, let our Support team at https://gopro.com/help/ContactUs know so they can help you with the next steps. They can be reached by chat or callback request.

Tourist
Posts: 5

Re: Can't buy GoPro Hero10. Error when clicking on the "Place Order" button on final step.

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Definately neither of the two memory cards in the package. I have purchased one locally so we can use the GoPro on our holiday. I would like either a credit for the missing cards, or if it suits i would like a charger for the batteries as they take so long to charge. This would be instead of sending replacement memory cards. Let me know the outcome please

GoPro
Posts: 21,776

Re: Can't buy GoPro Hero10. Error when clicking on the "Place Order" button on final step.

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Sorry, we are not able to process such requests in this channel. Please connect with our Support Team through the link provided above so they can assist you. Thanks!

Tourist
Posts: 1

Re: Can't buy GoPro Hero10. Error when clicking on the "Place Order" button on final step.

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I ran into the exact same issue as everyone on this thread. Different IPs/email/phone numbers/browsers/payment types ON MY PC NEVER WORKED. 

Then I tried on my phone in the browser (on cell network, NOT on wifi, using Android mobile Chrome to be overly specific) and it worked using my PayPal account.

Hope this helps someone else.

 

I'm on the West Coast of the US so as mainstream as an online customer supposedly gets.

Hard to believe it's 2021 and an eCommerce experience is *that* broken.

 

If I had to guess, they're sitting behind some anti-fraud/anti-bot component provided by a 3rd party they a) don't understand and b) have no real control over.

Tourist
Posts: 5

Re: Can't buy GoPro Hero10. Error when clicking on the "Place Order" button on final step.

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Extra battery purchased, charged once, now won't charge again. Still no response re missing memory cards. "Made in China"

GoPro
Posts: 16,038

Re: Can't buy GoPro Hero10. Error when clicking on the "Place Order" button on final step.

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@natste9d, we want to look at what happened to see how we can help. Please contact our Support Team through https://gopro.com/help/ContactUs to initiate a callback request or chat with one of the representatives.

Tourist
Posts: 1

Re: Can't buy GoPro Hero10. Error when clicking on the "Place Order" button on final step.

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Same problem: "We're sorry, but your order cannot be placed. If you feel this is a mistake, please contact our customer service center."

 

Tried all the things: different browsers, different emails, different cards, PayPal, incognito mode, mobile phone on mobile network, etc.

 

Trying to purchase a camera, accessories, and a subscription.

 

When I tried to submit survey feedback about my support experience: "Authentication Ticket Mismatched, failed authentication." Kind of made me laugh.

 

Help would be appreciated!

GoPro
Posts: 21,776

Re: Can't buy GoPro Hero10. Error when clicking on the "Place Order" button on final step.

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Sorry to hear about that, @jabney. Were you using the same email address as the one in your Hub profile? We will have our team take a look at what is going on. If you are using a different email address, please send the information to me via private message. Thanks!

Hiker
Posts: 142

Re: Can't buy GoPro Hero10. Error when clicking on the "Place Order" button on final step.

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you realise all these issues are standard from 2-3+ years ago...... Scroll through the abyss and you'll find gopro have been riding the fail wave for years thinking "its all groovy man!"  they will still buy our bricks

 

why you'd buy from someone without a bulletproof shopping cart is beyond me and a signal of things to come if they can't fix their front end after all that time! i'll let you look into what your buying after you get it - buyer beware! 

 

once you get throught the purchase gauntlet there is the support V2 gauntlet to run....LOL - hope you don't need a re-run!