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Tourist
Posts: 8

Payment options on your site are completely broken

For the past three weeks I have been contacting customer support because the ordering page is completely broken. Doesn't matter what payment option you use (PayPal, Visa, etc) nothing goes through. You either get this message:
Your order could not be submitted. please try a different payment method.

Or the page navigates back to the home page and wipe out anything in your cart without actually processing the order. Why doesn't GoPro fix this? I have no clue. It's crazy because anyone that has there plus membership can't actually order anything to take advantage of the discounts. All customer service does is repeat their script with the try this and try that talking points, but they never escalate this to get it fix. If they do, nobody cares on there team that they are losing customers and money. Take a look at the community forum, it is littered with people complaining about the same thing for months.
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Tourist
Posts: 8

Re: Payment options on your site are completely broken

 
Screenshot_20200901-161806_Chrome.jpg
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Hiker
Posts: 27

Re: Payment options on your site are completely broken

Welcome to the club, gopro shop is the worse... you can see there is multiple post about that

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GoPro
Posts: 18,874

Re: Payment options on your site are completely broken

Hi @dfaherty1990

 

We have shared this with the team in charge.

Which country are you shipping the order to?

 

Thanks!

Ej

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Tourist
Posts: 8

Re: Payment options on your site are completely broken

The United States
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Tourist
Posts: 8

Re: Payment options on your site are completely broken

Let's hope something actually comes from this. People are starting to lose patience and now there is a new option on the market, the Osmo action camera.
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GoPro
Posts: 15,557

Re: Payment options on your site are completely broken

Thank you for the information you shared, @dfaherty1990. Our team is already looking into the matter. We will keep you posted through this thread. 

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Tourist
Posts: 8

Re: Payment options on your site are completely broken

You're welcome.
I managed to figure out a temporary solution to anyone facing this problem. Note this only works with PayPal. Here are the steps that resulted in the order processing:
1. Once you are logged in, fill up your cart.
2. Go to check out.
3. When filling out your shipping and billing information, make sure you are on the Guest Checkout tab.
4. Most important part: Change your first and last name (maybe someone else in your household) to a name that does not match your account.
5. Choose the payment option for PayPal and complete the order.

At this point, the page will actually navigate to the PayPal site for you to complete your order and then navigate back to the GoPro page for the order confirmation.

Its obvious that GoPro must have fired their Quality Assurance Analyst because these issues would have been found otherwise.