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Tourist
Posts: 5

GoPro Plus files missing from cloud

Hi,

 

I enjour the long upload process to allow me to upload all my GoPro content to the cloud. Although I logged into my account today and the files from Nov 2019 to April 2020 are missing. I estimate this is about 300GB worth of content just disappeared. I haven't held the content locally since the dates of recording and have'nt deleted and files as of recent.

 

Please Help.

 

Chat support isnt working so I'm posting on here*

Highlighted
Tourist
Posts: 5

Re: GoPro Plus files missing from cloud

UPDATE 

 

Been trying chat support all night, not sure why I bother paying for GoPro Plus when the service clearly doesn't work.....

Highlighted
Tourist
Posts: 5

Re: GoPro Plus files missing from cloud

Got through to support by changing loction from GB to US but no resolution as of yet.
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GoPro
Posts: 15,281

Re: GoPro Plus files missing from cloud

Hi @smonix

 

Do you remember any changes made that may have caused the files to be deleted?

When was the last time you were able to access the files?

Is there a chance you may have two different PLUS accounts?

 

Thanks!

Ej

Highlighted
Tourist
Posts: 5

Re: GoPro Plus files missing from cloud

Hi @aragon1006 

 

No changes as of recent, haven't held the files locally since capturing footage and its always been on the cloud since.

 

Last accesses the media about 2 weeks ago.

 

Only have the 1 account.

 

Thanks, Ed

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GoPro
Posts: 15,281

Re: GoPro Plus files missing from cloud

Hi @smonix

 

Have you tried accessing the PLUS files via the app or Quik for desktop?

Is it the same when signing in via gopro.com/login?

 

Thanks!

Ej

Highlighted
Tourist
Posts: 5

Re: GoPro Plus files missing from cloud

Hi @aragon1006 

 

Yes exhausted these methods with no luck

 

Thanks Ed

 

Highlighted
GoPro
Posts: 15,281

Re: GoPro Plus files missing from cloud

Thanks for checking. @smonix

We have also checked your case with the Support Team and we see that an email has been sent requesting some information to move forward with the case.

Please continue working with our Support Team.

 

Regards,

Ej