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Tourist
Posts: 7

GoPro App doesn't recognise my GoPro Plus subscription

[ New ]

Hi team, my GoPro App doesn't recognise my GoPro Plus subscription. It doesn't allow me to sync content straight to the cloud, nor do the auto uploads from the cameras.

 

I have tried:

deleting the cameras, install them again. Nothing happen.

I had to clear my phone photos and back up everything on my computer so I could download all the gopro content stored in the app back to the phone in the PHOTOS App in my iphone.

Then, I synced it all in my iMAC computer.

Then I download everything to the computer so I could erase all content from the phone!!! omg... 

 

I have now deleted the app and started everything again... but i can see that when I click in the cloud it does the same it was doing before which is being frozen (screenshot of the vid attached). Not sure what to do. I had reported this directly to the team but have been unsuccessful in receiving any feedback. 

 

This has been a mission of a week... just to see if this app actually can work... and nothing...

 

Should I just unsubscribe and just use my icloud? Will wait 48 hours for a professional GoPro answer.

 

Larisa @sweetocean

Screen Shot 2020-12-16 at 11.10.11 am.png

Accepted Solutions
GoPro
Posts: 3,401

Re: GoPro App doesn't recognise my GoPro Plus subscription

[ New ]
Hi,

Could you try to reset / change your password? Do so on your computer.

View solution in original post


All Replies
GoPro
Posts: 29,830

Re: GoPro App doesn't recognise my GoPro Plus subscription

[ New ]

Hello @lara-sweetocean

 

We see that your subscription is active.

Can you please try signing in via gopro.com/login?

See if you see an option to Add Media. 

You may also check the Manage Upload Page in Media Library

 

Can you also help us with the following information: Camera version, GoPro App version, phone and OS version.

 

Thanks!

Ej

Tourist
Posts: 7

Re: GoPro App doesn't recognise my GoPro Plus subscription

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Hi! Yes it’s active and working fine if I log in from my computer.
However on my GoPro app isn’t working and everytime I want to use it says contact customer service support which I have tried for months unsuccessfully. I have an iPhone 11. Latest IOS. Latest GoPro App. I update everything weekly. I have a hero 9, hero , hero 7, hero 6... all registered on my sweetocean account with you guys.

After resetting everything I have just connected the hero 9 to the app but connecting the cloud is still unsuccessful.
I think it’s a system failure and needs to be addressed with your IT team. I’ve done everything possible.

Larisa
GoPro
Posts: 3,401

Re: GoPro App doesn't recognise my GoPro Plus subscription

[ New ]
Hi,

I will share your detailed information fo what you have tried so far and ask if there's something wrong that can be identified with your account.
Tourist
Posts: 7

Re: GoPro App doesn't recognise my GoPro Plus subscription

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Thanks; I look forward to receiving information to solve this from the team.
My email is larisa@sweetocean.com.au
GoPro
Posts: 3,401

Re: GoPro App doesn't recognise my GoPro Plus subscription

[ New ]
Hi,

Could you try to reset / change your password? Do so on your computer.
Tourist
Posts: 7

Re: GoPro App doesn't recognise my GoPro Plus subscription

[ New ]

Hi, omg it worked! The only thing I didn't do and had to go through so much drama....thank you so much for responding my last cry for help; legend! thanks...! Merry Christamas and a great 2021 for all the team! Stay safe! Larisa

 

GoPro
Posts: 3,401

Re: GoPro App doesn't recognise my GoPro Plus subscription

[ New ]
Well I am very HAPPY that it worked :)))

Have a wonderful Christmas time as well!