Action Needed: Vive Payment Not Processed

[PopinFRESH]

I just recieved this email @ 8:30pm EST. with instructions to contact them to re-attempt the transaction. I tried to use the online chat option that is linked in the email (which shows availability until 10:00pm) and it is showing it's offline now. I tried calling their support line that is provided in the email and the representitive said the same thing as they were yesterday, that they will be re-attempting the transaction within the next 48 hours.

We're excited to have you onboard for Vive, but there was an issue with your payment information.

We want to help you get your order back on track so your Vive arrives when you're expecting it.
Check the card number used for your order, and please contact your bank or financial institution to let them know that this purchase was made or approved by you. You can use PayPal as an alternate payment method if you still have trouble.
After confirming your payment information, contact us at [phone]‎ or online at http://www.htcvive.com/support/contactus

We'll resubmit your order with the verified payment information.

Thanks,
HTC Vive

The support representative didn't seem to be aware that emails were being sent out with the instruction to contant them. Left hand, meet right hand... you should know what eachother are doing! I'll give them until morning to process it and then I'm going to start barking up the food chain.

-PopinFRESH

[Litva]

How the ♥♥♥♥ I pay with PAYPAL then thats it had enough

[Voodoo]

You need to contact your bank. The charge triggered their automated fraud protection.

[Badacid.Velox]

You need to speak to your bank, not HTC!

[Litva]

Originally posted by Badacid.Velox:

You need to speak to your bank, not HTC!

Yea how many times ?
I speak with fraud team I allow 10 secs after 1st attempt, past 24hours now this WTF is going on

[Badacid.Velox]

Originally posted by Litva:

Originally posted by Badacid.Velox:

You need to speak to your bank, not HTC!

Yea how many times ?
I speak with fraud team I allow 10 secs after 1st attempt, past 24hours now this WTF is going on

Get a new bank then! :) it's pretty common for me to buy weird expensive things so hoping my bank will allow it. I called them up this morning to warn them anyway though.

[PopinFRESH]

Originally posted by Voodoo:

You need to contact your bank. The charge triggered their automated fraud protection.

Originally posted by Badacid.Velox:

You need to speak to your bank, not HTC!

Just to be clear, as I can't tell if you were addressing me or Litva. I realize this and have already contacted my bank yesterday when I discovered they froze my card due to the fraud detection. The transaction has been cleared for approval and HTC/DR just needs to resubmit the transaction.

It's a little dissapointing that there seems to be some internal misscommunication, but like I said, I'll give them until morning (which is ~48 hours from the initial charge attempt) and if I still haven't been successfully charged I will start climbing the leadership chain until I get someone who can actually submit the transaction while I'm on the phone.

-PopinFRESH

[Badacid.Velox]

Ah ok there was no mention that you'd spoke to your bank that I could see!

[Litva]

It say in email that need resubmit payment and then contact them. I cant find where I can do that anymore as order number is not existing no longer.

[Voodoo]

Ahh, I didn't realize you had already contacted the bank. Hopefully HTC can get this resubmitted soon. I would hope that a second attempt isn't holding orders up, but I know this has been a pretty big problem and support may be backed up.
Ultimately I find it pretty disappointing that they're using digital river for payment processing... that's most of the reason this is even an issue.

[Litva]

https://store.digitalriver.com/DRHM/store

And this

https://shop.eu.htc.com/store?Action=help&Env=BASE&Locale=en_GB&SiteID=htcemea

Is diferent shops, and order is stuck in betwen

[PopinFRESH]

Originally posted by Badacid.Velox:

Ah ok there was no mention that you'd spoke to your bank that I could see!

Yeah that was my fault and why I clarified. :)

Originally posted by Voodoo:

I see. My only guess is that they would retry just before shipping, the timing of which depends on your location. I would hope that a second attempt isn't holing orders up.
Ultimately I find it pretty disappointing that they're using digital river for payment processing... that's most of the reason this is even an issue.

Supposedly they will be retrying "within 48hrs of the initial charge" according to others reporting on reddit who got the same email. That would be around 11:00am-12:00pm EST.

I concur regarding digital river :( fingers crossed that it doesn't impact shipping time.

-PopinFRESH

[Litva]

Originally posted by PopinFRESH:

Originally posted by Badacid.Velox:

Ah ok there was no mention that you'd spoke to your bank that I could see!

Yeah that was my fault and why I clarified. :)

Originally posted by Voodoo:

I see. My only guess is that they would retry just before shipping, the timing of which depends on your location. I would hope that a second attempt isn't holing orders up.
Ultimately I find it pretty disappointing that they're using digital river for payment processing... that's most of the reason this is even an issue.

Supposedly they will be retrying "within 48hrs of the initial charge" according to others reporting on reddit who got the same email. That would be around 11:00am-12:00pm EST.

I concur regarding digital river :( fingers crossed that it doesn't impact shipping time.

-PopinFRESH

Did you try to find your order in digital river and shopseu ?

[PopinFRESH]

Originally posted by ;365163686041549417:

Did you try to find your order in digital river and shopseu ?

I'm in the US. I believe those sites are only for customers being processed out of the EU.

-PopinFRESH

[😒]

Paypal is the way to go then by the sound of it.

[VbHD]

Really weird thing today for me, like a few others used the CC, charged and pending for some time (not actually declined) and I figured I might get on top of it and talk to my bank. See if they needed any help authorising etc. They tell me the charge has been cleared 100% on THEIR side of the transaction.

As far as my bank knows or cares, its golden. They follow up to say that your vendor has to finish the (something something) so the order will go through. Not sure what that is, hopefully it's fine.

Note: Aust resident.