Pre-orders for Xbox Series X went live yesterday, allowing gamers to find a new Xbox before it released November 10.
As we saw when PS5 pre-orders went live on September 17th, the launch of the Xbox Series X pre-orders was a bit of a disaster for many customers – with sites crashing and stock disappearing within minutes. But it’s Xbox All Access online customers in the UK who have been abandoned after a troubled first wave.
As with cash buyers, customers have the option to pre-order an Xbox Series X or Xbox Series S through Microsoft’s financial payment plan, allowing customers to pay off their new Xbox on a monthly basis instead of all at once – as long as they have the relevant credit checks. imposed by financier Klarna.
But some UK customers found that, due to high demand, by the time they went through the checks online and believed their pre-order was secure and accepted for Xbox All Access, they didn’t receive confirmation that the pre-order order had expired at their store, but the direct debit was confirmed by Klarna.
As a result, some customers wondered if their pre-order had actually been confirmed and worried about the direct debit that had been set up – and worried about the impact on credit scores.
So here’s what seems to be happening.
This story is in development and we will update it as more information becomes available.
A confusing mess
Xbox has said in an official tweet that customers who have confirmation of acceptance of their application for Xbox All Access have secured their pre-order. And while they may not have received an email confirmation from their retailer, the company is working to fix this.
Some customers on Twitter have already reported that they have a e-mail from Smyths.
It appears that some of the Xbox All Access pre-orders did not come through – apparently the one without a confirmation email – so the retailer stated that the direct debit “expired automatically because no order was generated.”
However, the retailer offers the affected customers the option to proceed with their pre-order. The email further states that there will be no charge if the customer chooses not to proceed with the reservation, but if they choose to do so, more information on how to complete the reservation will be posted shortly sent. “.
For new Xbox All Access customers who have proof of acceptance of their application, but have not yet received an email confirmation from GAME or Smyths, we are working on a solution. Contact the relevant retailer’s customer service teamSeptember 22, 2020
The email also states that no more credit checks will be performed if the pre-order is completed within six days. At the time of publication, TechRadar has seen no evidence of similar emails from Game.
In other words, it appears that the retailers and Xbox are committed to fulfilling Xbox All Access pre-orders for customers who have proof that their application has been accepted – although only Smyths has confirmed this to customers. Although Xbox says in its tweet to contact the customer service of your relevant retailer for more information.
TechRadar has contacted both Smyths and Game for comment and clarification that this is the case.
TechRadar spoke to Klarna, who confirmed that it is working with retailers to understand the current situation. The financier has since had a blog post indicating where the error occurred:
“A number of consumers were approved for funding but were unable to complete their orders on the retailer’s website,” the blog post reads. “This happened because, in response to high demand, retailers ran out of stock and had to close online orders while consumers were either halfway through the checkout or just completed their credit application. We want to reassure consumers who have been notified that they are have set up a direct debit but were unable to place their order, that we are working with our retailers to ensure a satisfactory outcome for these consumers. “
Regarding the concerns of customers who applied for Xbox All Access financing more than once in an attempt to get their hands on an Xbox Series X pre-order in the midst of the retail website troubles, and who were concerned that they going through the hard credit check more than once would affect their credit score, Klarna has stated that further checks after the first will not affect the customer’s credit scores.
“The further searches you can see after the initial credit check are known as quotes or soft searches and are not visible to other lenders, only to you, and do not affect your credit,” said Klarna’s blog post. “However, if you have any concerns or think you’ve seen more than one hard credit check, let us know and we’ll be happy to investigate. If an error has occurred, we will work with the credit reference agency to ensure that a hard credit check is performed by Klarna only appears once. “
It’s worth noting that those who declined their funding will still have an impact on their credit score.
At the time of writing, Smyths has now reopened its Xbox All Access pre-orders, and it appears that those who set up direct debits without a pre-order confirmation can still secure their console. However, the situation at Game is less transparent.
TechRadar recommends that you contact your retailer’s customer service team to make sure your pre-order is definitely secured.