HTC apologises for Vive cancellation glitches

April 4, 2016 // 11:24 a.m.

Tags: #financial #htc-vive #pre-order #virtual-reality #vive #vr #vr-headset

HTC has apologised for payment processing problems that have seen selected pre-orders for its Vive virtual reality headset bundle - and has claimed that it will work to ensure original shipping dates are still hit.

HTC received thousands of pre-orders for its Vive virtual reality headset bundle, which includes the headset, two motion-tracking controllers, and a pair of 'lighthouse' motion-tracking devices, when they went live in late February. While there were a few initial glitches with the ordering portal, buyers have begun reporting that their orders have since been cancelled - and just days before shipping is scheduled to begin, with the first units due out-of-the-warehouse on the 5th of April.

The cancellations have been traced to issues with payment processing, with HTC suggesting that the problem may be due to banks' anti-fraud systems flagging the sudden payment as potentially illegitimate. 'While fulfilling this week’s orders for HTC Vive, a limited number of individuals were affected by auto cancellations due to processing issues with financial institutions,' the company confirmed in a statement to press. 'We’re actively working to resolve this, and have already reinstated orders for some customers. We want to assure our customers that we’ll work with them to process their payment so they can receive their Vive when they were expecting it. If you pre-ordered a Vive, we encourage you to contact your financial institution to notify them of upcoming charges.'

Anyone whose order has been cancelled should get in touch with HTC as soon as possible to have their order reinstated, with the company confirming that reinstated orders will be fulfilled as originally scheduled - meaning nobody should lose their place in line as a result of the glitch.
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