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Reply
Tourist
Posts: 1
Accepted Solution

cant sign in to old account

Hopefully someone here can help.

 

I have been trying to log in to an old account setup when I joined gopro.com 3 years ago when i got my hero 3+

 

I have used the email and password I used but it says email not recognised ...I have tried a live chat...it leaves you'hanging on' forever

 

I have tried phoning...on hold for 20 mins....even pressed '1' to leave a voicemail for a call back as it asks but it doesnt work!..just blankness!

 

emailing support bounces back as needing a support ticket

 

All links to support just run you round in circles it really is the hardest company (along with ebay and paypal)  to contact I have ever come across!

 

All i want is access to my original account I can give all details necessary.

 

Does anyone know a support email that works

 

I have had to join again using a different email and password etc just to get here and leave this message.

 

Frustrated

 

Tom

 


Accepted Solutions
GoPro Community Manager
Posts: 5,853

Re: cant sign in to old account

@tomr106 - It's possible that if you have not used the account in years that the account may have gone dormant. I'd suggest trying to set up a new account using that email address. If the email is shown as being in use already, go through the "forgot password" steps. The instructions to reset the password will be sent to that email account.

 

Thanks,

Jeff

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All Replies
GoPro Community Manager
Posts: 5,853

Re: cant sign in to old account

@tomr106 - It's possible that if you have not used the account in years that the account may have gone dormant. I'd suggest trying to set up a new account using that email address. If the email is shown as being in use already, go through the "forgot password" steps. The instructions to reset the password will be sent to that email account.

 

Thanks,

Jeff

Tourist
Posts: 4

Re: cant sign in to old account

Thanks for that Jeff much appreciated...it seems to have worked.

 

However there doesnt seem to be much on the site pertaining to me.

 

I have recently sold my gopro hero 3+ black on ebay (to help fund possibly a 4 or 5) and although it was in perfect working order the buyer (after having it for 2 full weeks) wants to return it as faulty.

 

I am affraid I might be getting scammed (keep good one and send a different broken one back) and I wanted to find out the serial number of my cam as I didnt photo it/write it down before sending and am compelled by ebay to accept a refund and want to know if the serial number wheni receive it back matches the one I sent

 

I seem to remember registering my camera with go pro when I bought it and registering its ser no to my name when I first joined 'my gopro'...I may be mistaken though

 

It was this info...camera type/ser no that may be registered against my name that I was hoping to find on 'my page'

 

Any ideas how if possible i can get it?

 

regards

 

Tom

GoPro Community Manager
Posts: 5,853

Re: cant sign in to old account

@tomr6418 - We'd only have that info if you opened a case with us. One thing to try is to start the manual update process on the site and see if the serial number you entered before auto-populates on the form.

 

Also, if you have the original receipt or the original box, the serial number may be on there.

 

Jeff

Tourist
Posts: 4

Re: cant sign in to old account

Hi Jeff

 

once again thanks for a swift reply.

 

Despite refusing to send me pictures of the cam so i can compare any distinguishing marks with the one I sent him, the buyer has now emailed me the ser no he says is on it.

 

Is there a contact email where I can gopro this serial number to see if it is indeed registered to me.

 

Is this the place to post it in the next reply?

 

Regards

 

Tom

GoPro
Posts: 3,924

Re: cant sign in to old account

Hi @tomr6418,

 

In order to validate that serial number I would recommend reaching out to Support directly: https://gopro.com/help/PKBContactus . They will be able to tell you if it is valid.

 

Best!

Ryan

Highlighted
Tourist
Posts: 4

Re: cant sign in to old account

Hi Ryan

 

Thanks for that..problem is that link just takes me to  'phone us' or 'chat to us link'...have tried both of those and nobody ever answers call...you are on hold forever and the facility to 'press button 1 to leave a message and we will call you back' doesnt work

 

 

On 'chat' you are just left 'hanging on' indefinitely :(

 

Tom

GoPro
Posts: 3,924

Re: cant sign in to old account

Hi Tom,

 

@tomr6418

 

If you are having trouble getting through on chat I would give us a call when the support lines open. They are available Monday – Friday, 6:00am – 6:00pm, Pacific Time, and Available Saturday & Sunday, 7:00am – 4:00pm.

 

Best,

Ryan