After my initial frustration and dissapointment with the insta360 support (AI). I got through to the customer experiance team. Alisa couldnt of been more helpfull in addressing my concerns and we... See more
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Review summary
Created with AI, based on recent reviews
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The only complaint I have is the length of time from ordering to shipping. It was almost one month from ordering until delivery which I think is excessive.
Very satisfied with the outcome. I decided to return my camera as I thought it's not what I was looking for. Although the 15 day return window passed they accepted my request. The team were very respo... See more
Amazing customer service, easy to deal with and are VERY quick to repair your product if it breaks. I got extended warranty luckily when I brought my camera (luckily) but I know other people who didn'... See more
Company details
Written by the company
Insta360 creates boldly innovative products that help people capture and share their lives. With a "Think bold" mindset, Insta360 is reimagining the limits of action cameras, 360 VR cameras and traditional photography solutions. Powered by AI, the brand's video editing software is revolutionizing the way creators make engaging content. Insta360 is dedicated to helping a new generation of athletes, creatives, adventure travelers and professionals bring their ideas to life.
Contact info
2323 Main St, Unit 16, 92614, Irvine, United States
- ecommerce@insta360.com
- www.insta360.com
4.1
Great
2K reviews
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Replied to 97% of negative reviews
Typically replies within 48 hours
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Everything ok
April 20, 2026
Strong support follow-up and good resolution
I had an issue related to my workflow where I needed an immediate solution, and initially the response time was slower than expected. I ended up resolving the problem on my own to keep working.
However, once my case was followed up, the experience improved significantly. The communication became clear, consistent, and focused on resolving the situation.
As part of the support process, I received a Foldable 2-in-1 Selfie Stick Remote Kit. I appreciate this gesture, as it added value to my workflow as a content creator.
Overall, while the initial response could be faster, the follow-up and resolution were handled very well. The support team made a noticeable difference in the final experience.
April 19, 2026
Amazing service from insta 360
Amazing service from insta 360, sent my broken x5 camera to them for repair, service was delt with very efficiently and quickly
April 17, 2026
The response to my problem was solve in…
The response to my problem was solve in a very short time and the attention was really good. Nice job!!!
April 15, 2026
horrible experience
horrible experience, customer support is terrible, planning and delivery very poor, I paid for item and never received, insta360 did not care about that. avoid, better to invest in something that you will be able to use it instead of actually waste money on gamble if will arrive or not, no refund no replacement, just took money and did not care, you have responsibility that item will actually be delivered!
March 5, 2026
Unprompted review
Reply from Insta360
Hi Jacob, we’re truly sorry to hear about your experience. To investigate your case and help resolve this as quickly as possible, we’ve sent you a Request Information through Trustpilot. Please provide the requested details there so we can verify the situation and assist you further. We sincerely hope you’ll give us the opportunity to make this right.
InstaCare provides worry free replacement, well worth it
I'm so glad that I purchased the InstaCare insurance, the £45 was well worth it having chipped both lenses due to my own carelessness.
Simple process to submit repair request and return the camera; it was inspected, quotation provided and confirmation that InstaCare could be used to cover the cost and a new replacement would be sent, all within a few hours.
The whole process took less than 6 days and my postage cost refunded.
April 16, 2026
I own an insta360 x4
I own an insta360 x4. 6 months ago I scratched the lens and I have sent the camera to be fixed through my country's official store. Note that I have been paying for insta care plan "premium" for almost two years now.
after a month that I have sent the camera insta respond that it will cost more that 100 euros to replace the lens. I replied that I have the care plan which covers one replacement of the camera. Until today I am waiting for insta360 to sent back the camera and they refuse to replace the camera or at least fix the lens.
I own GoPro cameras for 7 years and whenever I needed a replacement, GoPro immediately responded and I had a new camera in 5 days time.
Sincerely insta360 customer service is the worst experience I ever had!
April 14, 2026
Unprompted review
Reply from Insta360
Hi, thanks for providing the information. We want to apologize again for the inconvenience caused.
Currently, we've found your previous messages in our system and will escalate this 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.
Everything went smoothly
Everything went smoothly, swiftly, and accurately. But now there are too many evaluations, one would be enough
April 15, 2026
Best customer service ever
Best customer service I have ever come across, chatted online, they understood my problem, asked me to try a few things then gave me a repair number and asked me to send it to their repair centre…. Online update in their returns app…. Got camera back in lightning time, excellent communication excellent service
April 13, 2026
Unprompted review
Top product and amazing customer service
A very good product at a very competitive price and top customer service!!
April 14, 2026
The X5 handles well in cold weather...
The X5 handles well in cold weather, which was my main concern. Shot a full afternoon on a groomed trail and the footage held up without any of the freezing issues I had with my last camera.
April 10, 2026
Unprompted review
Amazing customer service
First experience with customer service regarding an issue which was handled amazingly. I am really pleased with the product and outcome with team's services. Thank you! insta360 team
April 3, 2026
The X5 is a fair bit bulkier than I'd...
The X5 is a fair bit bulkier than I'd like for everyday carry, if I'm honest. That said, the image quality in decent light is rather good, and stitching on the panoramic shorts has been cleaner than I expected.
April 6, 2026
Unprompted review
a real sort of "we've got your money now get lost" type of company.
Ordered the same item 3 times from Amazon. Amazon did their bit - delivered 3 sealed packages from Insta360, exactly as advertised. I found out later that each package was missing the same components. I raised this with Insta360 and response was to try and shift the blame onto Amazon. When I challenged this I was patronised and repeatedly given the same, ridiculous response. I've asked for details how to raise a formal complaint with Insta360 but, after this experience, I'm not holding my breath waiting for a reply. They come across as a real sort of "we've got your money now get lost" type of company.
April 12, 2026
Unprompted review
Reply from Insta360
Hello there, we appreciate your patience, and we’re sorry things didn’t go smoothly. We’ve found your previous email in our system and our team is ready to assist. Please get back to us when you have time, and our team will take it from there. We’re keeping a close eye on this, so feel free to check your email for updates. Don’t hesitate to ask if you need anything else!
Been taking the X5 out on weekend rides...
Been taking the X5 out on weekend rides for about two months. It's waterproof, which matters more than I expected. Battery held up through a four-hour ride without dying on me.
April 7, 2026
Camera is BRICKED as a "feature"... USELESS without smartphone
I bought a Insta360 Ace Pro 2.
Insta360 demands I activate the camera with an app, for no reason at all.
I do not own a smart phone!
The camera comes BRICKED from the factory and is now COMPLETELY USELESS to me.
April 11, 2026
Unprompted review
Reply from Insta360
Thanks for reaching out to us.
Activating your Insta360 device is a one-time anti-counterfeiting measure that helps us verify your warranty coverage and eligibility for support services, ensuring you receive complete after-sales assistance as well as any exclusive benefits associated with your purchase. If you don't own a smartphone, we recommend borrowing one from a family member or friend to complete the activation.
After activating the product, you are not required to pair or use it with the camera. How you choose to use the camera is entirely up to you.
Also, we've found your previous messages in our system by "Tomas A" and our team are awaiting your reply. Please get back to us when you have time, and our team will take it from there. We value your feedback and will make sure it is heard. Thank you for your understanding.
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