Insta360

Hi, we’re sorry for the frustration this has caused. When you connect Flow 2 Pro to the Insta360 app and record through the app, the footage should be saved to both your phone’s gallery and the app album. However, footage that has not yet been downloaded to the app album may only be visible while Flow 2 Pro is connected to the app. If you disconnect Flow 2 Pro, it may no longer appear in the app unless it has already been downloaded. Since you mentioned that you have already contacted our customer service team, we’d like to review your case internally and follow up further. We’ll send you an information request through Trustpilot. Please provide the email address you used to contact our support team so we can locate the case and investigate what happened.

Hi, we’re truly sorry for the frustration and concern this situation has caused, especially given how important and irreplaceable these family videos are. We’d like to locate your existing support case internally and help move this forward. We’ll send you an information request through Trustpilot. Please provide the email address you used when contacting our support team in response to that request. Once received, we’ll review the case with the relevant team and assist you further.

Hi, we’re sorry for the frustration caused by the subscription registration and device-binding process. We’re glad to hear that you were satisfied with the support, communication, and replacement service once the issue was resolved. Thank you for your feedback regarding how Premium+ subscription details and registered devices are displayed in the app and on the website. We’ve documented your suggestions and will forward them to the relevant team for further improvement.

Hi, thanks for providing the information. We want to apologize again for the inconvenience caused. We will escalate your case to our Customer Experience Team for further handling. Our specialist will follow up with you via email, please kindly keep an eye on your inbox. Thanks for your cooperation.

Hi, we're very sorry to hear about your experience, and we sincerely apologize for the frustration caused by both the bike mount issue and the delay in support. We appreciate your positive comments about the camera's image quality and battery life, but we are deeply concerned to hear that the bike mount failed in use. Safety is something we take very seriously, and we understand how upsetting this situation must have been, especially given the potential risk involved. We're also sorry that our follow-up and refund handling did not meet your expectations. This is not the level of service we aim to provide, and we understand your disappointment after such a long period of communication. We would like the opportunity to look into this matter further and help resolve it properly. We've been trying to locate your case to follow up on it, but we have not found a corresponding contact history in our system. For that reason, we have requested more information from you through the Trustpilot platform. However, we didn't receive a response from you. Still, we hope we can further communicate with you to make things right. Could you please give us your email address? We'll escalate your case to our Customer Experience Team for further handling. Once we have your email, our specialist will follow up with you there. We look forward to your reply!

Hi, we're very sorry for the inconvenience caused, and we sincerely apologize for the frustration caused by both the bike mount issue and the delay in support. Safety is something we take very seriously, and we understand how upsetting this situation must have been, especially given the potential risk involved. We're also sorry that our follow-up and refund handling did not meet your expectations. This is not the level of service we aim to provide, and we understand your disappointment after such a long period of communication. We would like the opportunity to look into this matter further and help resolve it properly. We've been trying to locate your case to follow up on it, but we have not found a corresponding contact history in our system. For that reason, we have requested more information from you through the Trustpilot platform. However, we didn't receive a response from you. Still, we hope we can further communicate with you to make things right. Could you please give us your email address? We'll escalate your case to our Customer Experience Team for further handling. Once we have your email, our specialist will follow up with you there. We look forward to your reply!