Ask a Question
GoPro Support Hub Ask a question. Share an answer. Find a solution. Stay stoked.
Announcements
Is your GoPro gear up to date? Check to see If it is on our Update page.
Subscribe to GoPro
Reply
Highlighted
Tourist
Posts: 2
Accepted Solution

Charged in error for GoPro Subscription - Refund required

Hello GoPro,

 

On the 1st of November, I bought the following Hero 8 Black bundle with free GoPro Subscription (https://gopro.com/en/gb/shop/cameras/hero8-black/CHDHX-801-master.html), and several other accessories.

 

The invoice which I received after purchasing (order no. SO-4128961) showed a charge of £0 for the subscription alongside the expected charges for the Hero 8 and other accesories I ordered.

 

However, when I checked the payment card statement, the expected amount had been taken (matching the invoice amount), but a separate additional payment of £49.99 was also charged in error. 

 

I have tried numerous times to contact GoPro via the contact form with no success. Please can someone look into this and action a refund for the subscription.

 

Ben


Accepted Solutions
Highlighted
Tourist
Posts: 2

Re: Charged in error for GoPro Subscription - Refund required

Finally got through to customer support via the chat window, and now have a case number for my enquiry.

View solution in original post

Highlighted
GoPro
Posts: 19,722

Re: Charged in error for GoPro Subscription - Refund required

Hi @benp3201

 

The subscription and the camera may appear as two separate charges but should still amount to the promo price.

Please continue working with Support regarding your case.


Thanks!

Ej

View solution in original post


All Replies
Highlighted
Tourist
Posts: 2

Re: Charged in error for GoPro Subscription - Refund required

Finally got through to customer support via the chat window, and now have a case number for my enquiry.
Highlighted
GoPro
Posts: 19,722

Re: Charged in error for GoPro Subscription - Refund required

Hi @benp3201

 

The subscription and the camera may appear as two separate charges but should still amount to the promo price.

Please continue working with Support regarding your case.


Thanks!

Ej

Highlighted
Tourist
Posts: 9

Re: Charged in error for GoPro Subscription - Refund required

This happened to me as well, with GoPro9 offer. Invoice shows no charge for annual subcription but the subscription cost has been taken from my bank account. I also cannot contact GoPro. Chat is 'unavailable'.

I now see other complaints about the false charges and about not being able to contact GoPro support / customer service.

Highlighted
GoPro
Posts: 19,722

Re: Charged in error for GoPro Subscription - Refund required

Hello @dbguzzi

 

Let our Support Team check on your order further. 

Should you encounter any issue scheduling a callback or a live chat, please ensure that you are not blocking cookies and have your pop-up blocker disabled.

You may also try using an alternate browser or going on incognito mode.

 

Thanks!

Ej

Highlighted
Tourist
Posts: 9

Re: Charged in error for GoPro Subscription - Refund required

Hi @aragon1006 
I have tried the online chat support. Only get the same message:
"Sorry, all agents are helping other customers right now. Please try again later."
"Waiting time approx. 3 mins"

 

I have been waiting over 20 mins now with no indication of response.
Waited longer, previously.
Can you please supply an email address?

Highlighted
GoPro
Posts: 19,722

Re: Charged in error for GoPro Subscription - Refund required

Hello @dbguzzi

 

Email and inbound support have long been discontinued.

Would you mind logging a call back request instead?

Please take note of the case number so we can follow up with the team.


Thanks!

Ej

 

 

Highlighted
Tourist
Posts: 9

Re: Charged in error for GoPro Subscription - Refund required

Hi, I tried that as well, but nothing happened. I have only ever got the "3 minute wait" message.
I tried re-entering details in the contact form until 5pm, as I understand that the 6pm close time is European time.