Hi.

I activated my mavic air yesterday and tried to purchase DJI Care Refresh. I got kicked out in the payment process and tried again from the beginning. Got this message Aircraft S/N You've purchased DJI Care for this aircraft before
Anyone experienced the same? Solutions other than contacting support?

Many thanks

Screenshot

Nice sceeenshot ;-) Sorry, but just contact support, they will sort it out for you: https://www.dji.com/support

Wachtberger Posted at 2018-4-17 12:51
Nice sceeenshot ;-) Sorry, but just contact support, they will sort it out for you: https://www.dji.com/support

Haha tnx - and I can't delete it;)
Did drop them a line

fans6140ba75 Posted at 2018-4-17 12:54
Haha tnx - and I can't delete it;)
Did drop them a line

You are welcome and I am sure it will be solved. And congratulations for your great new aircraft, I wish you always happy landings!

Hi there, is the issue resolved? If it has not, please kindly provide me with a picture of your serial number, I would like to check.

DJI Thor Posted at 2018-4-17 18:13
Hi there, is the issue resolved? If it has not, please kindly provide me with a picture of your serial number, I would like to check.

No it has not been solved. Attached SN photo

Wachtberger Posted at 2018-4-17 13:01
You are welcome and I am sure it will be solved. And congratulations for your great new aircraft, I wish you always happy landings!

Many thanks

fans6140ba75 Posted at 2018-4-17 21:10
No it has not been solved. Attached SN photo

It should work now, please try again, thank you.

DJI Mindy Posted at 2018-4-17 22:49
It should work now, please try again, thank you.

Thank you for Your effort, but it doesnt work. Same error message

fans6140ba75 Posted at 2018-4-18 02:29
Thank you for Your effort, but it doesnt work. Same error message

I see you have two unfinished orders in your account, please pay one order directly or delete them and try to place the order again, thanks.

That did the trick. Did not see the orders in the app, but in the webbrowser. Many thanks, problem solved.

DJI Mindy Posted at 2018-4-18 03:27
I see you have two unfinished orders in your account, please pay one order directly or delete them and try to place the order again, thanks.

That did the trick. Did not see the orders in the app, but in the webbrowser. Many thanks, problem solved.

djiuser_3rWzNGMeJiO5 Posted at 2018-4-18 04:23
That did the trick. Did not see the orders in the app, but in the webbrowser. Many thanks, problem solved.

Good to know, thank you for your update. Should you have any further questions, please feel free to contact us, we'd glad to help.

Hi I have exactly the same problem : after a failed paiement from Paypal, DJI we site does not let me buy the insurance.

Could you help me ? The 24 hours delay is almost up ( in 2 hours).

Here is my s/n : 08QCEC10220140

Thanks for your help. Best regards, Antonin p.a.

Anto42 Posted at 2018-7-16 02:42
Hi I have exactly the same problem : after a failed paiement from Paypal, DJI we site does not let me buy the insurance.

Could you help me ? The 24 hours delay is almost up ( in 2 hours).

Anto, sorry to hear that, I have checked the order via your Forum account and the order has been paid successfully, please check again in 'My Orders'.

I am having the same problem with my Mavic Pro that I just activated yesterday night it’s not prompting me to add DJI Care Refresh within the 48hrs, so when I went to purchase the Refresh from the website once I entered the serial number it gave me this message

“Aircraft S/N You've purchased DJI Care for this aircraft before or you have pending order of DJI Care, please go to My Ordersto check.”

Can someone help with this PLEASE

SERIAL# 08QUE6K001001J


THANK YOU!

fansdad8772c Posted at 4-20 07:22
I am having the same problem with my Mavic Pro that I just activated yesterday night it’s not prompting me to add DJI Care Refresh within the 48hrs, so when I went to purchase the Refresh from the website once I entered the serial number it gave me this message

“Aircraft S/N You've purchased DJI Care for this aircraft before or you have pending order of DJI Care, please go to My Ordersto check.”

Hi there, upon checking the serial number, you are still within the 48-hour window. This drone wasn't bound to DJI Care Refresh before, did you check 'My Orders' to see if you have already placed the order of DJI Care Refresh? If yes, please pay for it directly, thanks.

DJI Mindy Posted at 4-20 19:31
Hi there, upon checking the serial number, you are still within the 48-hour window. This drone wasn't bound to DJI Care Refresh before, did you check 'My Orders' to see if you have already placed the order of DJI Care Refresh? If yes, please pay for it directly, thanks.

Hi DJI Mindy

I bought this drone from someone on eBay it was brand new sealed never opened, when I activated it yesterday I tried to add the DJI Refresh and it tells me

“Aircraft S/N You've purchased DJI Care for this aircraft before or you have pending order of DJI Care, please go to My Orders to check.”

But I have never purchased or tried to purchase for this drone before, my guess is the previous owner has tried to add it or something but long story short the seller is not willing to help me anymore to try and resolve this. I have gotten in contact with DJI chat support and they are telling me there is a “PENDING ORDER” for this drone for the DJI Care that in order for them to delete it I need the email address or order number (WHICH I DONT HAVE AND SELLER DOESNT WANT TO HELP ME) For DJI to delete the pending order so I myself can buy it.

At this point I feel like I am out of luck and won’t be able to add the Refresh plan at this point since seller is not willing to help

DJI Mindy Posted at 4-20 19:31
Hi there, upon checking the serial number, you are still within the 48-hour window. This drone wasn't bound to DJI Care Refresh before, did you check 'My Orders' to see if you have already placed the order of DJI Care Refresh? If yes, please pay for it directly, thanks.

fansdad8772c Posted at 4-21 11:26

It should work now, please try again as soon as possible.

DJI Mindy Posted at 4-21 23:02
It should work now, please try again as soon as possible.

It has been fixed!

Thanks so much for your help!

fansdad8772c Posted at 4-22 06:55
It has been fixed!

Thanks so much for your help!

You are welcome, please let us know if you have any further concern, enjoy flying.

Hi Mindy,
Please could you help, I have the same problem trying to purchase DJI Care Refresh for my new Phantom 4 Pro V.20 which I registered on 26.12.19.  I keep receiving the message:
Aircraft S/N  11UC********53
Aircraft S/N You've purchased DJI Care for this aircraft before or you have pending order of DJI Care, please go to My Orders to check.
I have less than 10 hours before the 48 hour period is up.
I have sent you the S/N on a PM
(I have also checked My Orders, but there is nothing there for this DJI Care Refresh)
Thanks Mick

Mick15 Posted at 12-28 02:28
Hi Mindy,
Please could you help, I have the same problem trying to purchase DJI Care Refresh for my new Phantom 4 Pro V.20 which I registered on 26.12.19.  I keep receiving the message:
Aircraft S/N  11UC********53

May we verify where did you purchase the drone?

DJI Mindy Posted at 12-28 03:35
May we verify where did you purchase the drone?

DJI Europe BV
I have the sales invoice.
The invoice number is: S1-0441908001309
Thanks Mick

........I registered/activated the Phantom 4 Pro+ V2.0 two days ago.

It was purchased by a family member and I have the sales invoice from DJI Europe.

Mick15 Posted at 12-29 02:06
It was purchased by a family member and I have the sales invoice from DJI Europe.

May we have a picture of your invoice?

DJI Mindy Posted at 12-29 20:09
May we have a picture of your invoice?

Sure, I have sent you a pm.  How do I attach a photo to a pm?

Mick15 Posted at 12-30 00:49
Sure, I have sent you a pm.  How do I attach a photo to a pm?

PM doesn't support sending the picture, please upload to Dropbox or Google Drive and PM me the link, thank you.

Hi,
I also unfortunately encountered the same problem that it says there has been a Pending Purchase.

You've purchased DJI Care for this aircraft before or you have pending order of DJI Care, please go to My Orders to check.

Thanks

djiuser_ZC5r3tozeDxG Posted at 2-12 03:22
Hi,
I also unfortunately encountered the same problem that it says there has been a Pending Purchase.

Hi there. We're sorry to know about this. I was able to pull and saw the email you sent to the team. With this, we'll help you to communicate, and urge the team to further assist in the matter. We would ask for more of your patience and kind understanding.