Xbox All Access Pre-orders in the UK Saw Issues With Klarna

Xbox All Access issues in the UK caused credit rating fears and canceled orders.

September 29, 2020

Over here in the UK, Xbox Series X / S pre-orders began on September 22 and it was a hot mess. Sure, we faced issues with our online retailers struggling to handle the plethora of customers, just as the US did, and we also saw GAME putting people in online queues that lasted for way over an hour. However, it seems as if those trying to order Microsoft’s next-gen console through Xbox All Access faced some hurdles.

Eurogamer reports that those trying to order with Xbox’s enticing credit plan, Xbox All Access, found that their orders with the credit company, Klarna were not being fulfilled and that this could affect their credit score. The Xbox All Access deal allowed customers to pre-order an Xbox Series X / S with Game Pass Ultimate included for 2 years. Customers were also able to throw in some additional accessories at checkout as well.

On September 22, customers who had waited or been lucky to get through quickly to lock in a pre-order, along with confirmation emails, found themselves getting emails detailing their orders had been canceled later on. Eurogamer details that emails it saw related to these orders saw messages such as “unable to approve [their] transaction”.

The real issue came from the credit check because while Klarna confirmed that the cancellations were down to stock shortage, the company still runs a hard credit check. The pre-orders being declined would show up as a decline in the customer’s credit report. Some customers were apparently told that this situation wouldn’t affect their credit rating, but others were told could, and could lower their score.

Eurogamer also details that those who signed up to Xbox All Access on Xbox One to upgrade their console to the Xbox Series X / S were told they would be able to apply for an upgrade during this week. However, there has been the same stock shortage issue with Klarna declining applications and still running a hard credit check. As of yesterday, Eurogamer says that the Smyths website still allows customers to begin the upgrade process, but customers have been reporting they’re unable to place any orders.

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Klarna issued a blog post last week, a day after pre-orders went live, to comment on the situation. One of the points it clarifies is that multiple attempts at ordering the consoles wouldn’t penalize the customer. ” If a further application is made, no further hard checks are made providing the customer details are the same. In some cases customers have seen additional quotation or soft searches. These are not visible to any other lenders, just to yourself, and does not affect your credit score.” It also apologized for the experience. “We recognise this has been a frustrating experience for many of our consumers. Please rest assured that we are working hard with our retailers and we are extremely sorry for any inconvenience or distress this may have caused. If any of our customers are concerned”.

Eurogamer spoke with a representative at Klarna who stated, “For those who went through the checks and then discovered that the products were sold out, the retailers are getting in touch with them and these customers will still be receiving their Xbox All-Access bundle as soon as it is in stock again,” Klarna also issued a guide for those who received specific emails and what the next steps would be to resolve the issues.

The post also details the credit check situation, explaining that “We want to reassure all of our customers that we are taking this extremely seriously and will work with the credit reference agencies to remove any mark on your credit file for anyone who should not have received this,”

Xbox All Access orders were only available through GAME and Smyths, and while I personally got through to the choosing a console bundle screen after waiting an hour in a queue, upon selecting my bundle the following page continued to throw up an error on the screen. Thankfully I was able to pre-order the console at another retailer, just without the Game Pass Ultimate bundle included.

So while the UK had a bunch of issues as reported by Eurogamer, things weren’t exactly as smooth sailing over in the US. As Ryan said, “Almost immediately, pre-order stock for both the Series X and Series S ran into issues as the retailers’ websites were hammered by the influx of traffic at the same time from thousands of users trying to simultaneously complete their pre-orders, to varying success.”

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Ben Bayliss

Based in the UK and adores venturing through FPS horrors and taking photos in pretty much anything with a functioning photo mode. Also likes car games.

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