Changing email, account already in use after deleted [ New ]

[ezavaglia]

I am trying to change the email in my account to my girlfriends (it was a gift for her) but she signed up for an account. I deleted her account but when I try to change the account email it says her email is already taken.

[lisal8664]

I'm having the same problem.

[toniw16]

I have the same issue too, I’ve contact GoPro but I’ve had no response so far, I’d be interested to see how it’s done

[corinag5574]

Same problem too

[aragon1006]

Hello Everyone!

Let our Support Team check on possible options.

You may submit a request for a callback or initiate a chat session through https://gopro.com/help/ContactUs

Thanks!

Ej

[corinag5574]

Same problem been trying since Christmas Day.

[snowypeak76557]

I have the same issue, I purchased 2 x Gopros for my sons for Christmas, they too signed up to use the Gopro and now I can not change the address on the subscriptions.  I have just spoken to Customer Support and they are saying there is no way to change the subscription over to their email addresses and that they must get a new email address/account to change it over too.   They have to be kidding right??  How is it that when you purchase something as a gift you are unable to give them the subscription.  I asked for a refund too of the subscription to which they said they are unable to do either.  The customer support person said that I should have used their emails in the beginning when I purchased the gopros......dah, then they would have known that I was buying it for them a gift.......this is the most ridiculous thing ever.

[corinag5574]

Has anyone got a solution to this yet? Very frustrated my husband cannot use his Christmas gift yet. 

[sunnysummi2868]

I am also having the same issue. I had a previous account and deleted it and tried to use the same email for the new account but it won't let me. Any solutions?

[corinag5574]

I was told to wait 24 hours after deleting, but it now has been about 10 days and still nothing is working. I'm finding it very difficult to get through to customer support, not sure they are open at the weekends. 

[aenriquez]

@corinag5574, apologies for the inconvenience this may have caused you. We try to help out as best as we can, however, we're limited to the processes or information about users' accounts that we can access in Support Hub. It will be best to continue working with our Support Team so they can check further on your GoPro Subscription account. We appreciate your patience.

[aenriquez]

@sunnysummi2868, if you haven't yet, please contact our Support Team so they can assist you further. You may reach out to them through https://gopro.com/help/ContactUs to initiate a callback request or chat with one of the representatives.

[snowypeak76557]

Hi there, I have been in contact with the support team since the 27th December and they keep telling me that the account can not be changed....... I think I have contacted them about 7/8 times now because they keep saying I will get an email but I never do.  This is not ideal as I have now paid for something that is unable to be used.  I do not understand how it is so difficult to change the subscription on a gift that was purchased for someone else.  If it is the case that the subscription can not be changed then you shouldnt have to give an email address when you purchase it, you should be given the option that it is for a gift and maybe be given a code that the recipient of the gift can use, or there should be a warning when the new person goes to log in to ask if it was a gift!  As you can tell I am not happy as I purchased 2!

[sunnysummi2868]

Hi, I have tried this multiple time but not chat function comes up. All that needs to be done is change an email address. 

[corinag5574]

Thank you, trying to contact the support team, but says a 3-minute wait and this afternoon, I have been waiting 45 minutes.  the other day I waited for 3 hours! 

[corinag5574]

So after a 45-minute wait when I am No 1 in the queue, the system cuts me off " Sorry, all agents are helping other customers right now. Please try again later."

[corinag5574]

I too am having the same problem, since Chrismas, bought as a gift for my husband. Is there anything we can do  - Trading Standards, ASA? If GoPro can't fulfil the package as advertised there has to be some method of recourse for customers. 

[bluecave825]

Same problem here! Tried numerous times to get through to customer support, but to no avail! Seriously, what is ths subscription even paying for if we can't get a solution to a basic query??

[aragon1006]

Hello Everyone!

Sorry if you are having trouble reaching out to Support.

Please ensure that you are not blocking cookies and have your pop-up blocker disabled.
You may also try a different browser or go on incognito mode.

Take note of the case number for reference.

Thanks!

Ej