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Anonymous
Posts: 0

How to contact email support?

[ New ]

I have been only using my Hero5 in the pool when after few minutes (approximately 5 mins), i saw a water inside the small screen in front. I thought gopro claimed it is waterproof? but yet there is a water inside my unit and it really irritates my eyes everytime i see it. now im checking the gopro site but cannot seem to find out how to contact the costumer support thru email as im not in the us to be able to call their number. totally disappointed. 

IMG_1735[1].JPG

Accepted Solutions
Explorer
Posts: 13,045

Re: How to contact email support?

[ New ]

You will have to open a case by Phone or Chat: https://gopro.com/help/ContactUs

View solution in original post


All Replies
Adventurer
Posts: 13,858

Re: How to contact email support?

[ New ]

you must contact via phone or chat, get a  refrence number, once  the case  in documented then you get to email

Anonymous
Posts: 0

Re: How to contact email support?

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Is there an alternative to reach support?

 

I've waited on hold via phone for more than 15 minutes, multiple times.

 

Each time I attempt an online chat, is says "Sorry, all our agents are helping other customers right now. Please try again later." I've tried about a dozen times, all at different hours to see if the time of day mattered. Same result.

 

I've even reached out via Facebook message with no reply.

 

I have a brand new Hero5 Black that doesn't charge and I've done all the troubleshooting I can find, with no solution.

 

Is it really this impossible to reach support? Or do they wait until your warranty wears off and then decide to help?

Anonymous
Posts: 0

Re: How to contact email support?

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Same problem with me, but it happed with my gopro session 5. 

Adventurer
Posts: 13,858

Re: How to contact email support?

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Guys and gals I say this as nice as I can with no insult 14-30 day returns  i use that first, if you got it with gopro I understand you'll need to be on the phone  hours on end all day, seems they  have an old phone system that simply does not work. sorry but return at store, online   if out of a return then its gopro.  are any of you in that situation to go to a stre where you bought or online?

Anonymous
Posts: 0

Re: How to contact email support?

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I have the same issue.  Chat is NEVER available "Sorry all agents are.... and I have called multiple times and have been on hold for anywhere from 30 minutes to 3 hours.  YES I stayed on hold on my cell phone for 3 HOURS because I want an RMA.

 

I am out of store warranty and need to excercise GoPro 1 year warranty on FOUR ITEMS.

 

Email address PLEASE

Adventurer
Posts: 13,858

Re: How to contact email support?

[ New ]

Customerservice@gopro.com that is only for  new comers after the phone call is made that has an refrence number.

Anonymous
Posts: 0

Re: How to contact email support?

[ New ]

I do not have a reference Number.

Chat NEVER connects and the phone is on hold for Hours.

 

So how does on contact GoPro for a RMA to return broken equipment?

 

 

Adventurer
Posts: 13,858

Re: How to contact email support?

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At every bottom of hte pager  is a phone number. pr at the top right is the  place as well.

Anonymous
Posts: 0

Re: How to contact email support?

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GoPro support no longer accepts emails, answers the phone, or allows you to start a chat.  Sorry.

Anonymous
Posts: 0

Re: How to contact email support?

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worst customer support ever.... unreachable......

Adventurer
Posts: 13,858

Re: How to contact email support?

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Sorry to hear   only a fraction are with issues. and that is not a bad record if asked, no excuse   there are  a few that wil largue it here.

Anonymous
Posts: 0

Re: How to contact email support?

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Sucks! Each and every time.

Adventurer
Posts: 13,858

Re: How to contact email support?

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feel the pain but stick with it you'll get through

Anonymous
Posts: 0

Re: How to contact email support?

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Good luck. In the distant past, email was an excellent way to get help from GoPro. Unfortunately, that has been disabled and no longer works.

I have owned several GoPros and in the past they had excellent customer support. But not now.

I would like to get a return authorization for my broken GoPro. But, chat is unavailable and they never answer the phone. I have been on hold as long as 90 minutes and never gotten through.

I gave up and bought a Garmin Virb Ultra 30. I am very happy with it and Garmin does have a functional customer support department.

I will never buy another GoPro. If I ever feel like I am suffering from low blood pressure, I will call and get put on hold for hours while I attempt to get a return authorization. Until then I have a $400 paperweight.
Adventurer
Posts: 13,858

Re: How to contact email support?

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 Maybe e should get  60 minutes to re interview Nick again and ask them that question?

Explorer
Posts: 13,045

Re: How to contact email support?

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I had to contact support today. I used the chat option. As soon as I logged in it said that I was 2 in line.
18 minutes later I was chatting with a rep and not long after my issue was resolved.
Adventurer
Posts: 13,858

Re: How to contact email support?

[ New ]

@danielr15 wrote:
I had to contact support today. I used the chat option. As soon as I logged in it said that I was 2 in line.
18 minutes later I was chatting with a rep and not long after my issue was resolved.

what time did you head on? so that others may jam the lines to get help?

 

And  you had not a camera concern but something else as you got the perfect camera (WIKN) (JK)

Anonymous
Posts: 0

Re: How to contact email support?

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GoPro support is a total joke. Chat does not work. I have to hold on the phone for a long time just so someone can even look up my sales order number. I've been trying to cancel a sales order for days now and this simple task is proving to be way too much for them to handle.

Explorer
Posts: 13,045

Re: How to contact email support?

[ New ]
@fishycomics
I started the chat at about 8am PST.
It was not camera related.
Adventurer
Posts: 13,858

Re: How to contact email support?

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@danielr15 wrote:
@fishycomics
I started the chat at about 8am PST.
It was not camera related.

 today they were not available as I tried  to  see what these guys are  complaining about   in red was n/a at say 2PM   it is hit in miss  even wit ha case number.

 

so like said you had plus membership or care pkg?

Explorer
Posts: 13,045

Re: How to contact email support?

[ New ]

No, I do not have GoPro Care. Members that have this service have the Chevron next to their user name.

I just tried a chat myself and received, "Sorry, all agents are helping other customers right now. Please try again later."

As I've recommended in other post, as with all customer service centers I've ever delt with, calling/chatting first thing in the morning when they open usually results in a quicker response as the que hasn't filled yet.

These are the hours (Note - times are PST so you need to make the adjustment to your time zone).

Business Hours:

Sun: 07:00 AM - 04:00 PM
M: 06:00 AM - 06:00 PM
T: 06:00 AM - 06:00 PM
W: 06:00 AM - 06:00 PM
Th: 06:00 AM - 06:00 PM
F: 06:00 AM - 06:00 PM
S: 07:00 AM - 04:00 PM
Pacific Standard Time

Anonymous
Posts: 0

Re: How to contact email support?

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Please tell me how I can be part of the Go Pro Family?

 

Anonymous
Posts: 0

Re: How to contact email support?

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Same here !! Worst worst customer service ever! I will never buy any of their product, neverr

Anonymous
Posts: 0

Re: How to contact email support?

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there is no support!! the cameras might work and shoot high quiality but whats the point if you cant edit and get to work with them. from experience everything to do with gopro is just a headache!

Anonymous
Posts: 0

Re: How to contact email support?

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My husband gave me Go pro hero 5 as our wedding anniversary gift last January 2017. According to him, He decided to buy go pro hero 5 since it is more reliable (though costly) than any other cameras out there. All due care was taken when closing and seating doors to make sure the seal was good. I have invested in GoPro mounts and accessories too. Few weeks ago, We went on a vacation with my family. Accordingly, since it is waterproof, we tried it on the pool. I checked my gopro first to make sure that all doors are water tight. I even used the underwater case. After few minutes, we noticed my Hero 5 is leaking! It has water inside! It's only been used in a pool for videos from the bottom less than 3 feet and no harsh movements were done (no jumping in etc). All doors were closed all the way on the battery door and USB-C. The inside of the battery compartment was soaked. Immediately, we removed the battery, dried it off and tried it again but it started to heat up. Not only the battery but the whole unit as well!
The lcd screen started flickering, then the screen went blackout. We tried other batteries. It worked for a little bit, but once I set it down for a while, the go pro wouldnt turn on or charge. And the whole camera will heat up. Really disappointing. I hope you can do something about this. I dont want it to go to waste since this is one of the memorable gift my husband gave me on our anniversary and my first camera ever. We rely on this camera on every occassion.Hoping for your prompt response on this matter.
GoPro Community Manager
Posts: 7,797

Re: How to contact email support?

[ New ]

@Anonymous - Sorry to hear about your GoPro. If you reach out to our Support team at https://gopro.com/help/ContactUs, we'll do our best to help you out with this.

 

Jeff

Anonymous
Posts: 0

Re: How to contact email support?

[ New ]
Where can i get a reference number?
GoPro
Posts: 3,924

Re: How to contact email support?

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@Anonymous

 

You will have to open a case by Phone or Chat: https://gopro.com/help/ContactUs

 

Best,

Ryan

Anonymous
Posts: 0

Re: How to contact email support?

[ New ]
Re: GOPRO 5 Case #04341625
Fm: Jamel P. Samonte, Philippines
1.) Thanks for sending us detailed instructions to fix our gadget. 2.) We did all instructions to no avail as LCD Display still not functioning. 3.) So dismayed that GOPRO5 not working when its still on warranty period 4.) Any free services or damage claim for this one. Please help! God speed GOPRO!
GoPro
Posts: 3,924

Re: How to contact email support?

[ New ]

Hi @Anonymous,

 

This is only a Community Support Hub. It looks like you have a case going and an agent will be following up with you soon.

 

Best,

Ryan

Anonymous
Posts: 0

Re: How to contact email support?

[ New ]
I have issue on my gopro hero 5 i using under water then after i see that have water im front of screen then its automatically off then i remove the battery and my memory card then i dry my gopro 5 then after 2 days the water has gone then i try to open my gopro and its not working anymore... i though gopro hero 5 is fix for under water even though dont have any case... why is this happen
Anonymous
Posts: 0

Re: How to contact email support?

[ New ]
Same problem with my Hero5, the water came inside of my unit, can somebody from GoPro support group can help me about this..
Explorer
Posts: 13,045

Re: How to contact email support?

[ New ]

You will have to open a case by Phone or Chat: https://gopro.com/help/ContactUs

Anonymous
Posts: 0

Re: How to contact email support?

[ New ]

my samsung galaxy s7 in connected to my gopro 4 silver through the app using my wifi from home, allowing me to control my gopro from my phone. but once i leave my house i am also leaving my home wifi so my gopro cant connect to my phone. so how do i change the settings to automatically change to my phones data when i leave my home?

Explorer
Posts: 13,045

Re: How to contact email support?

[ New ]
The app doesn't use your home WiFi to connect to the camera. The camera emits it's own WiFi connection. Make sure your camera WiFi is turned on and you have it selected in your WiFi connections. Ignore the message about not having internet connection when selecting the camera.
Anonymous
Posts: 0

Re: How to contact email support?

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My hero 5 came water inside i just email the gopro and send message to this hub but nothing can anwser me on my last 2 weeks now
GoPro
Posts: 19,608

Re: How to contact email support?

[ New ]

Hello @Anonymous, 

 

Sorry to hear about what happened to your camera. The email support has long been retired. That is why you have not received any response at all. You can get in touch with our Support team via chat or phone through https://gopro.com/help/ContactUs. 

 

Best regards, 
Marius

Anonymous
Posts: 0

Re: How to contact email support?

[ New ]
I already email to your support team here and no one can help me, it is possible that you can help me?
GoPro
Posts: 19,608

Re: How to contact email support?

[ New ]

Hello @Anonymous, 

 

We would love to help but we can only answer questions and help with troubleshooting steps here in the Community Hub. For damaged cameras, only our Support team will be able to help. The email support does not work so contact Support team through phone or chat. 

 

Thanks, 
Marius

Anonymous
Posts: 0

Re: How to contact email support?

[ New ]
Hello friends !
I am in Vietnam, buying gopro karma for me is a lot of effort and also very difficult to get help from a friend in the US, buy and send to help me, that is not a small amount to I can get gopro karma in vietnam
Unfortunately, the gopro karma is so bad, it is constantly losing connection, and the worst thing happened yesterday, when it just took off, it lost connection with my controller, and flew never go back again
I am very sad and disappointed with Gopro's products
I also bought the gopro hero 6 for the gopro karma control plane, the damage gopro caused me to lose too big a bad product.
I am in Vietnam so can not respond or complain to the company
GoPro
Posts: 19,608

Re: How to contact email support?

[ New ]

Hello @Anonymous, 

 

Sorry to hear about what happened. Let our Support team help. Although you have already stated that you cannot respond or complain to the company, try getting in touch with our Support team through phone or chat here https://gopro.com/help/ContactUs. 

Let us know how it goes. 

 

Best regards, 
Marius

Anonymous
Posts: 0

Re: How to contact email support?

[ New ]

Hi ! it is not possible to chat, it always error. I can't call to bcoz my country (cambodia) dont have your contact in local. so how?

Anonymous
Posts: 0

Re: How to contact email support?

[ New ]
it always error Marius :(
gopro karma for me is the whole fortune, it is very difficult for me to save. You sold me a bad product and it was disappointing
GoPro
Posts: 27,018

Re: How to contact email support?

[ New ]

Hi @Anonymous @Anonymous

 

Kindly take note of their opening hours listed on the same link. You should be able to get in touch with the Support Team during these times.

 

 

Regards,

Ej

Anonymous
Posts: 0

Re: How to contact email support?

[ New ]

email : h*******@gmail.com
phone Vietnam : 0933 *******
I do not know how to contact the company to present this incident

Explorer
Posts: 13,045

Re: How to contact email support?

[ New ]

You will want to call GoPro at one of these numbers

https://gopro.com/help/articles/Block/Telephone-Numbers

 

The closest location is probably Thailand 1 800 011159

 

INTERNATIONAL:

 

Hours of operation:
Monday – Friday, local business hours

 

Argentina

+54 11 52734083
+54 11 51284616

Australia

+61 1800 247034
1 800 878 914

Austria

+43 720 228 425

Brazil

+55 61 355 01332
+55 21 350 02084

Chile

+56 22 368 3058
+56 44 205 0450

China

+86 400 842 9191

Cyprus

+357 800 80001

Denmark

+45 808 26068

France 

+33 970 735 169

Germany 

+49 892 109 3225

Greece

+30 800 848 1309

Hong Kong 

+85 25 8014585

India

+91 000 800 100 9541
+91 000 800 100 9542

Indonesia

780 332 18912
780 332 72913

Ireland

+353 1800 817 473
+353 1800 816 003

Israel 

+972 722 587 729

Italy

+39 029 475 3769

Japan

+81 345 106 136

Mexico

+52 55 416 37096
+52 55 416 37097

Netherlands

+31 858 886 277

New Zealand

+0800 443 096
+64 483 18882

Norway

+47 800 25092

Portugal

+351 800 180044

Singapore

+65 316 33040

South Africa

0800 994 531

South Korea

00308 12 3738
+82 808 220 216

Spain

+34 518 898 656

Sweden 

+46 775 868 065

Switzerland 

+41 315 281 660

Taiwan

+886 277 032 449

Thailand

1 800 011159

United Kingdom

+44 330 808 1875

Tourist
Posts: 6

Re: How to contact email support?

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you are not the only one unlucky bro ...
Tourist
Posts: 6

Re: How to contact email support?

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this product doesn’t work well, even I tried few times in iceland.. the touch screen seems stupid haha
GoPro
Posts: 27,018

Re: How to contact email support?

[ New ]

 

Hi @kurtahs

 

I am sorry for any troubles caused.

We'd like to help you regarding your concern.

What camera are you using? What seems to be happening with the touch screen? Is it being unresponsive?

Are there troubleshooting steps taken?

Have you tried resetting the camera to it's default settings?

 

Thanks!

Ej