Subscription purchased, but subscription period says valid from "Jan 1 1970 to Jan 1 1970"

BiscuitP1mp
Settler

Subscription purchased, but subscription period says valid from "Jan 1...

Howdy,

 

I've subscribed to Vive for a month, and have been being billed ongoing without issues. I purchased three months of subscription and now my subscription is broken.

 

In both the Vive Desktop application and via website when I check my subscription under account settings, purchases are present and valid up to April 2018. When I go to the the Subscription section of both Vive Desktop and Vive website, my subscription period shows as "Jan 1 1970 to Jan 1 1970" (see screenshots).

 

Could a representative please assist? I logged a support case 7 days ago and haven't had a response. Super angry because 1) I took it for a trip to play with my family on Christmas and I couldn't play the games I downloaded and 2) I have a four day weekend off work and can't play the games I want to. 

 

My service request number is 117526965424.

 

 

vive_desktop_subscription_status.JPGvive_activation.JPGvive_desktop_subscription_account.JPG

Vive Staff

Re: Subscription purchased, but subscription period says valid from "J...

@BiscuitP1mp

Can you please PM both myelf and @CoryCheng with the email address you use to log into your HTC account with? We'll need that information.

Thanks,

-John C

"Welcome to the desert of the real."

If your base station has a Fault 02/03 error or a red light or both, the ONLY solution is to contact our support on vive.com and set up an RMA. There is no user fix for this issue.

Vive Care Operating Hours: 9am to 6pm PST, M-F
BiscuitP1mp
Settler

Re: Subscription purchased, but subscription period says valid from "J...

Thank you. I've PM'd you both. 

Vive Staff

Re: Subscription purchased, but subscription period says valid from "J...

Hi @BiscuitP1mp

 

 The games you selected on the free trial month, does not get rolled over to this month.  

 

The dates appeared : "Jan 1 1970 to Jan 1 1970"  seems to be a bug from the front-end department(Ticket created)  .  

However, this does not effect users to select and launch the apps in subscription services.  Which means you could either select 5 new contents or choose the ones you had on the subscription page to gain access to these applications.  

 

Cory.C

 

 

BiscuitP1mp
Settler

Re: Subscription purchased, but subscription period says valid from "J...

@CoryCheng and @Synthesis

 

I cannot add any subscriptions. When I go to High Noon for example which I've previously subscribed to, on the store page it simply says "Available in subscription". When I click this it redirects to the Subscription page and prompts to me to pay and sign up or start a trial. 

 

This happens in both the Desktop app and via the browser. There must be something wrong with my subscription.

 

Please escalate and resolve. I'm 2 weeks in to a month I've paid for and cannot subscribe to any games.

Viveport Content

Re: Subscription purchased, but subscription period says valid from "J...

Hi @BiscuitP1mp, we're going to discuss this internally and get back to you. We'll refund you for any time you've missed out on after we resolve. Apologies for the issues you've had.

Stephen 'Rockjaw' Reid
- Editor in Chief, Viveport


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Vive Staff

Re: Subscription purchased, but subscription period says valid from "J...

@BiscuitP1mp

 

PMed you Smiley Very Happy

 

 

Cory.C

BiscuitP1mp
Settler

Re: Subscription purchased, but subscription period says valid from "J...

Thank you Cory. 

 

For any reading this and having same issue, it's been advised an exceptionally rare bug was found and my subscription is being manually fixed. 

Sassbury
Contributor

Re: Subscription purchased, but subscription period says valid from "J...

Hello, I am having the same problem. Re: [Ticket:117526988216] Email from Lori A Salisbury. Intially it had said valid from Jan1 1970 to Jan 1 1970. So i purchesed a 3 month subscription to add on and then it said expires May 2018. But I still cannot put any games on the subscription. I have emailed you 3 times on this. I am paying for nothing. PLEASE HELP.

Lori Salisbury

Highlighted
Viveport Content

Re: Subscription purchased, but subscription period says valid from "J...

Hi @Sassbury, please send a PM to me (link in my sig) and @CoryCheng, letting us know your email address associated with your Viveport Subscription. We'll look into it for you.

Stephen 'Rockjaw' Reid
- Editor in Chief, Viveport


Looking for your bundled Vive/Viveport codes?
Read this FAQ!
Vive Staff

Re: Subscription purchased, but subscription period says valid from "J...

Hi @BiscuitP1mp

 

How's everything now? 

 

 

Cory.C

Vive Staff

Re: Subscription purchased, but subscription period says valid from "J...

Hi @Sassbury

 

Thank you for the ticket number, it really saved us a lot of time.  

I am certain that you have the same issue @BiscuitP1mp encountered.  

The team is currently working on a manual fix for your subscription account as well.  

 I've sent you a PM for what is going to happen.  

 

Cory.C

BiscuitP1mp
Settler

Re: Subscription purchased, but subscription period says valid from "J...

It's been fixed. I was refunded the 3 months I paid for, and the current month is still active. So I'm getting 13 days free. A bit annoying in context of when I wanted it to work. I hope if I extend my subscription it doesn't play up again.

 

Thanks for the assistance. If you post the solution, I'll hit the "Accept Solution" button.

R0CKY
Contributor

Re: Subscription purchased, but subscription period says valid from "J...

I have exactly the same bug described above and cannot add any games even though it says my subscription is current.