Cannot Register Credit Card Payment Method, Paypal Registers But Can't Process Transactions.

[kaydensrage]

Ticket Submitted:
I tried to add a payment method with a Visa (credit) card and a Master Card (debit) on both Mozilla and Google Chrome browsers (At both the "Oculus.com website" also in the "Oculus Home Screen VR App"). When clicking "SAVE" It made a circle and gave the message: "Error There was an error trying to add your payment method." (Tried several times & variations)

I successfully added a Paypal account which is currently listed on both Oculus.com and Oculus Home Screen App. When trying to make a game purchase from either Oculus App or Website it gave the message: "Sorry, but we're having trouble processing your payment. You have not been charged for this transaction. Please try again. If this issue continues, please visit Oculus Support to get help. An unknown error occurred (1383001)

I have been using these Visa, Master Card and Paypal accounts for years. The only time I've seen this is when there is a block on them. I confirmed with my bank that there is no block. I have never seen this problem before. The forums have hundreds of comments and threads of people with the same problem all the way back to May 2016. Please notify management up the chain as this is a serious critical blow to all Oculus sales, consumer interest and future developer investments.

[kaydensrage]

I have 15 days to return this to best buy. This payment problem is several months old so the return is very likely. This will most likely result in never purchasing anything Facebook owned again. I could handle the glitches and bugs but what company doesn't address payment issues for months? A company that is well off without your money..

[cybereality]

I'd recommend starting a support ticket:
https://support.oculus.com/

[kaydensrage]

I did start a support ticket Cybereality, "first two words of the first thread". They gave me a forum link to a lot of people with the same problem but no solution.

[cybereality]

Ha, sorry, I was reading fast. What country are you in? Is your PayPal account verified?

[Wilkor]

I had somewhat similar problem lately: I was trying to purchuase game (Arduxim Starfighter) and I got error "Your payment failed. Please update your payment information". My payment method is standard Visa, the same that I used to buy Rift just 2 weeks ago, buy other games in Oculus store and many other things online.
Anyway, I tried again, and the payment got trough whitout any problem. The problem - I got two transactions on my bank's Visa card transaction list.
I submitted a ticket to support. After a week, I got answer:

Hi Simon,

Thank you for your patience in hearing back from us, and apologies for the delay!

After extensive review of your account, we have been able to verify that the first attempt to withdraw the funds for Starfighter Arduxim generated an error and was unable to complete.

When we processed a second attempt, we were successful in completing the purchase of the game.

This means that the funds were never withdrawn on the first attempt, and you have only been charged the 3.99 charge once.

If you believe you are seeing a billing error on your card statement, the best recommendation we can make is to reach out to your financial institution to correct the listing in your statement.

Let me know if you have any further questions or concerns, and I'd be happy to help!

All the best,

Benjamin
Oculus Support

My answer was:

My further concern is, how many more attempts to withdraw the founds will generate an error, if I try to purchuase anything from your store. Curerntly I'm hesitant to buy anything else, as my confidence in your system's ability to process payments whitout generating errors is rather low. Anyway, the payment that generated an error is still listed as unresolved on my credit card transactions list, while I already got charged for the payment that was succesful.

Another response from support:

Hey Simon,

Thanks for getting back to us,

I'm sorry to hear of your concern about the our payment system, and would be happy to clarify things further:

The error in initially attempting to charge your purchase for Starfighter Arduxim was not produced by our internal systems, but was rather an external error from your provided payment method.

The root cause of this behavior appears to be linked to your financial institution, and I would definitely suggest connecting with them in resolving the 2nd listing in your credit transaction history.

Going forward, I do not forsee the same behavior happening again for any new purchases.

We greatly appreciate your time and understanding, and will look forward to seeing you back in VR!

Kind regards,

Benjamin
Oculus Support

So, it's generally not their fault, it's bad financial insitutions... 

[kaydensrage]

Thank you for your time and input but I've decided to return my products. Maybe next year at this time there will be more improved hardware and compatible financial software platforms.

To highlight your experience SimonVDH, it would be nice if Team Oculus would find/create a thread with a common solution to what is otherwise an extremely rare problem that is happening to a majority of their customers with simple online transactions.

Good luck and enjoy your VR experience.

[thekenner33]

I have this same exact problem, has there been any solution yet?

Edit: just now understand the conclusion of this thread, will check to see if financial institutions are the problem.