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Posts: 1

My order failed but my money is gone!

Dear reader,


Yesterday (on black friday) I ordered the GoPro Hero6 with the free accessoires GoPro as promised. I also added a Handler and rechargeable battery. The total price of this was €629,97.- 


The problem with my order is that the money has been deducted from my bank account, but the order isn't placed. I didn't receive an email or anything. I received an error on step 3 in the ordering process (after returning from paying with iDeal): "Your order could not be submitted. Please correct your payment details and try again. Thank you for your patience!" and then I checked my bank account and saw the money was gone. Then a couple of hours later my mom tried to order something off a local shop and basically got the same error, after that I've checked the news and indeed there was a problem with the payment method iDeal because of black friday. The local shop promised to give the money back to my mom, but since GoPro is a big company I don't know what is going to happen. I'd stil like to get my order of course.


Yesterday evening and this morning I tried to contact GoPro by phone (local number), but no one was answering. Another problem is that the GoPro website says the chat is open for 24 hours a day. But it wasn't open yesterday evening neither this morning.


I don't know what to do now and I would like to use my GoPro upcoming weekend since I'm going to travel. Could someone help me out?


Thank you in advance.

Posts: 12,961

Re: My order failed but my money is gone!

I'm a little confused. Were you ordering from the GoPro website?

As far as hours for customer service, it's only available after business hours for GoPro Care and GoPro Plus members. Those are both paid services. Customer Service is also closed November 23rd, December 25th and January 1st to everyone.

This site is a community support, not the GoPro Support Team. If you need to speak with a GoPro representative, you will need to contact them during business hours.