VIVEPORT Frequently Asked Questions
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Overview of Viveport FAQs. Please use the search function to get a response for a specific question you might have.
General Questions
Q: What is Viveport?
A: Viveport is the app store for virtual reality, where customers can explore, create, connect, and experience the content they love and need. Viveport showcases VR experiences across art, creativity tools, design, education, fashion, music, sports, travel, video, and more. Viveport’s mission is to democratize access to the world’s most diverse selection of immersive experiences by empowering all content creators to reach and engage the fast-growing global VR audience.
Q: How can I access Viveport?
A: There are multiple ways to visit the Viveport store.
- PC: You can access Viveport by ensuring you install the Vive PC client software found at vive.com/setup/.
- Web: You can access Viveport at viveport.com.
- In-VR: You can access Viveport with the Vive headset on. Ensure you have installed the Vive PC client software and a ‘Vive’ icon will appear beneath the dashboard menu (e.g. there will be three icons in the following order: ‘Steam’, ‘Desktop’, ‘Vive’). Click on the ‘Vive’ icon to launch Viveport.
Q: How often does Viveport add new content in the store?
A: The Viveport team works closely with developers and publishers to provide the best VR experiences. Premium content will be featured on Viveport and new content will be available daily.
Q: Do I have to install Steam?
A: Yes. The Steam client should be installed to run the Vive. Please go to vive.com/setup/ to install the Steam and Viveport software. You can then access the Steam or the Viveport app store after setting up your respective accounts.
Q: Which countries may I access Viveport from?
A: You can go browse and purchase Viveport content from the following countries: Argentina, Australia, Belgium, Brazil, Brunei, Bulgaria, Cambodia, Canada, China, Croatia, Cyprus, Czech Republic, Denmark, Estonia, France, Finland, Germany, Greece, Guam, Hong Kong SAR China, Hungary, Iceland, India, Indonesia, Ireland, Italy, Japan, Korea, Laos, Latvia, Lithuania, Luxembourg, Macau SAR China, Malaysia, Malta, Myanmar (Burma), Netherlands, New Zealand, Norway, Peru, Philippines, Poland, Portugal, Romania, Russia, Saudi Arabia, Singapore, Slovakia, Slovenia, Spain, Sweden, Switzerland, Thailand, Timor-Leste, United Arab Emirates, United Kingdom, United States, Uruguay, and Vietnam. More countries will be available in the future.
Q: How many languages does Viveport support?
A: In addition to the English-language versions available in North America and other English-speaking territories, Viveport will include versions in Czech, Danish, Dutch, Finnish, French, French-Canadian, German, Italian, Japanese, Korean, Norwegian, Polish, Russian, Simplified Chinese, Spanish, and Swedish.
Sign In Experience
Q: What is an HTC account?
A: An HTC account is the HTC membership system that you use across different HTC services. Creating and signing in to your HTC account will protect your right to purchase and download content in Viveport.
Q: Why do I have to sign in to an HTC account to access Viveport?
A: You don’t have to sign in to browse content on the Viveport web store. However, you need to sign in to your HTC account to purchase content and view your app library and purchase history.
Q: How do I get an HTC account?
A: There are multiple ways to get an HTC account.
- During the Viveport software installation, you will be asked to sign in to HTC account. Follow the instructions to create an HTC account or sign in to your social account to connect.
- Go to viveport.com and tap on 'Sign in' at the upper right corner. Follow the instructions there to create an HTC account or sign in to your social account to connect.
Q: Why should I opt in to communications from HTC?
A: You will be asked if you'd like to receive promotional emails when you create an HTC account or when you sign in to your social account to connect. Viveport will occasionally reach out to you to provide special offers and discounts on content. You can always go to your Profile to change this setting.
Q: I forgot my HTC account password. Can I reset it?
A: Yes. Tap on “Forgot your password?” in the sign-in pop-up. Follow the instruction there to reset your HTC Account password.
Q: Why doesn’t the link in the “Reset your HTC Account password” email work?
A: For the security of your account, the link will expire in an hour if you don’t use it.
Q: What should I do if I didn’t receive or can't find the reset password email?
A: Please check your email spam folder or resend another email by tapping “Forgot your password?” in the sign-in window again.
Q: Can I sign in to my HTC account on more than one computer at the same time?
A: Yes. However, some content may limit the number of simultaneous log-ins. If this happens, the previous signed-in HTC account user will be prompted to sign out from the app.
Q: Why can’t I sign in to HTC account?
A: If you created your HTC account with your email address, please make sure that you fill in the correct email address and password. If you forgot your password, you could use “Reset your HTC Account password” link to reset your password. If you created your HTC Account using your social account, please make sure that you signed in with the same social account.
Q: Is there any age limitation for signing up for an HTC account?
A: Yes. You need to be 14 or older to create an HTC account.
Shopping Experience
Q: Can I find VR experiences for Oculus on Viveport?
A: Yes. Viveport also provides VR experiences that are compatible with Oculus Rift.
Q: How do I purchase content on Viveport?
A: There are multiple ways to make a purchase.
- Sign in to your HTC account on viveport.com. Tap on the content image that you would like to purchase and go to the detail page. Tap 'Free' or the price to make the purchase. Follow instructions to check out and download. Once you see the 'App added' dialog box, your purchase has been completed.
- Launch Vive on your PC, sign in to your HTC account, and visit the Viveport tab. Tap on the content image that you would like to purchase and go to the detail page. Tap 'Free' or the price to make the purchase. Follow instructions to check out. Once you see the 'App added' dialog box, your purchase has been completed.
- You can also directly purchase content in VR if you previously saved your payment information. Launch the Viveport app store from the Vive icon in the dashboard. Use your controller to select a title and follow the prompts to complete a purchase.
Q: How do I prevent my kids or other people from purchasing content on Viveport using my account?
A: You can set up a PIN to prevent others from purchasing content using your account.
Q: How to do I create a PIN?
A: Launch Vive on your PC and sign in to your HTC account. Go to 'Account settings' by tapping your picture in the upper right corner and tap on 'Set up Viveport PIN' under 'Payment Info'. Follow instructions to sign in to your HTC account and set up your 4-digit PIN code.
If you choose to store your payment information during the purchase, you will also be reminded to set up PIN right afterward.
Q: How do I change or update my PIN?
A: You can only change or update your PIN by visiting 'Account settings' in the Viveport software. Tap 'Change Viveport PIN' under 'Payment Info'. Follow instructions to sign in to your HTC account and change your 4-digit PIN code.
Q: When will I need to enter my PIN?
A: As long as you set up a PIN, you will be asked to provide your PIN each time you make a purchase.
Q: How do I remove a PIN?
A: Unfortunately, at this moment, you can’t remove your PIN once you set it up. You could contact our customer service to remove it for you via: vive.com/support/contactus/
Q: I forgot my PIN, how can I recover it or create a new one?
A: You can go to Viveport software and change your PIN in 'Account settings'. Tap 'Change Viveport PIN' under 'Payment Info'. Follow instructions to sign in to your HTC account and change your 4-digit PIN code.
Q: I was asked to set a PIN after my first purchase. Is it mandatory?
A: No. To protect your payment information, we ask you if you want to set up PIN when you choose to store your payment information during the purchase.
Q: Where can I find my purchase list?
A: There are multiple ways to see your purchase list.
- You can find your purchase list on viveport.com. Go to 'My Apps' after signing in to your HTC account.
- You can find your purchase list on the Vive PC client software. Go to Library after signing in to your HTC account.
- You can find your purchase list in the Vive HMD experience by clicking on 'Library’ from the dashboard where your Viveport (and Steam purchases) will appear.
Q: Will I receive any email after I made a purchase?
A: Yes. You will receive an email after you have made a purchase. If you run into any problems concerning the purchase, you can use the Order Number in the email to communicate with our customer service via: vive.com/support/contactus/
Q: If I haven’t made up my mind to purchase any content, how can I put it on a wish list?
A: There are multiple ways to bookmark it.
- You can sign in to your HTC account on viveport.com. Tap on the content image that you would like to bookmark and go to the detail page. Tap to bookmark it.
- Launch Vive on your PC, sign in to your HTC account and visit Viveport tab. Tap on the content image that you would like to bookmark and go to the detail page. Tap to bookmark it.
- Launch your VR experience via at the right upper corner of your Viveport software. Put your headset on, press the system button on the controller. You can then use your controller to go to Viveport on the panel at left. Tap on content image that you would like to bookmark and go to the detail page. Tap to bookmark it.
Q: Where can I see my bookmark list?
A: There are multiple places to see them:
- You can sign in to your HTC account on viveport.com. Tap on Bookmarks to see them.
- You can also find your bookmark list in-VR. Launch your VR experience via at the right upper corner of your Viveport software. Put your headset on, press system button on the controller. You could then use your controller to go to Viveport on the panel at left. Tap on Favorites at the bottom to browse all the content you bookmarked.
Q: How many payment methods can I use to purchase content on Viveport?
A: It depends on which country you are currently in. For China, we provide Alipay, PayPal and credit card for the purchase. In the near future, we would provide other payment methods.
Q: Can I cancel my content purchase?
A: Once you have completed the checkout process to make the purchase, it cannot be cancelled.
Q: Why was my purchase attempt declined?
A: Make sure all the information you filled in is correct. If you are using PayPal or Alipay to make the purchase, make sure that the balance in your PayPal / Alipay account is enough for this transaction.
Q: Is entering my payment information in Viveport safe?
A: Yes. Our payment partner is under a standard Payment Card Industry data security level 1 certification.
Q: Are taxes collected for Viveport purchase?
A: If you made an online order and you are an international customer, there may be taxes or VAT charges included in your purchase.
Q: What is the Viveport refund policy?
A: We could only refund if:
- There’s a problem on the content itself.
- The content is purchased fraudulently.
- A redeem code is received after your purchase.
Q: How do I get a refund?
A: You need to provide the Order Number in your purchase confirmation email and contact our customer service via: vive.com/support/contactus/
User Experience
Q: After I purchase content on Viveport, where can I see my content?
A: Launch Viveport software on your computer and sign in to the same HTC Account that you made the purchase. The content will be automatically downloaded to Library.
Q: What happens if the Internet fails while downloading the content?
A: Your content will be stored in Downloads tab of your Library in Viveport software. You could tap Download to continue.
Q: After I re-install Viveport software, will I need to purchase and download my content again?
A: The purchase you made will be stored in your HTC Account. Simply launch Viveport software on your computer and sign in to the same HTC Account that you made the purchase. The content will be stored in Downloads tab of your Library. However, you do need to download again in order to have them worked in this computer.
If you have already downloaded the content prior to the re-installation, your content will be seen in My Content tab in Library.
Q: If I reformat my hard drive or get a new computer, will I need to purchase / download my content again?
A: No. The purchase you made will be stored in your HTC Account. Simply install Viveport software again, launch Viveport software on your computer and sign in to the same HTC Account that you made the purchase. The content will be stored in Downloads tab of your Library. Tap Download to get those content again.
Q: Can I remove the content from my PC?
A: Yes. Simply launch Viveport software on your computer and sign in to the same HTC Account that you made the download. Go to My Content from Library. Tap on the Delete icon right next to the Launch button.
Q: Will I be notified of content updates? How should I proceed to update content?
A: Your update will automatically be done if you have “Auto update Viveport apps” option on in the Settings tab of your Viveport software. Once the update is done, you will see New on the content in your Library.
Q: I would like to share my VR experience to my family / friend who uses another computer. Can I share my HTC Account with my family / friend?
A: Viveport doesn’t have the right to decide how many computers can access the content at the same time. Developer / publisher may set the rule during the submission.
If the content is set to have only one computer accessing the same content using the same HTC Account, the previous signed-in HTC Account user would be prompted with instruction to sign out from the game if a later signed-in HTC Account user is detected at the same time.
Q: Is there any age limitation for experiencing VR?
A: Some content may have age limitations. You could go to the same page where you made the purchase and check on the age limitation listed in Content Rating.
Q: Do I have to stay online in order to enjoy VR experience?
A: Yes. To make sure that you get all the benefits while experiencing the content, you will need to make sure that your computer stays online.
Write a Review
Q: If I have some feedback on a specific VR content, what should I do?
A: There are multiple ways to make a review on the content.
- Sign in to HTC Account on viveport.com and go to My Apps. Find the content that you would like to provide the feedback with and tap Review to start.
- Launch Viveport software in your computer and visit My Content tab in your Library. Tap on the content you would like to provide the feedback with and go to the review section to proceed.
Q: Do I need to purchase the content in order to write a review of it?
A: Yes. To guarantee the quality of the review, you would need to actually purchase the content in order to make the review.
Q: Do these written reviews create an overall score or rating for a product?
A: Not entirely true. Your comment will be given an evaluation of the content, other users will be based on your evaluation to determine whether it is worthy to make a purchase.
Q: Can I write a negative review?
A: Yes. If you do not like the content, you can make a bad review to let others know. However, a positive suggestion would help the developer to make the improvement of the content.
Q: Can I report abusive reviews?
A: Yes. You can flag the abusive review by tapping , provide your reason of the abusive review and tap Submit.
Q: Can I delete my review?
A: Yes. You can only delete your own review.
Q: Under what condition my review will be deleted?
A: When a review was reported abusive, our Viveport administrator will delete your review if it was proved to be true.
Troubleshooting
Q: I received three redeem codes after purchasing HTC Vive, how can I use it?
A: Launch Viveport software on your computer and sign in to HTC Account. Tap on your profile image at the right upper corner and go to Redeem Code. Input your redeem code in the dialog box and you would be able to see your content in your Library.
Q: After I downloaded my content using a redeem code, if I reinstall Viveport software, will I be able to see those content?
A: Yes. Launch Viveport software on your computer and sign in to the same HTC Account you used to input the redeem code. You would then be able to see your content in your Library.
Q: Why can’t I see Viveport in my Viveport software?
A: Ensure the Viveport software is installed. Please visit vive.com/setup/ and click on the ‘Download Viveport Software Installer’.
Q: Why can’t I see some of the content in my region?
A: Viveport doesn’t have the right to distribute all content in every region. Some of the content is dedicate to a specific region based on developers’/publishers’ choice.
Q: What happened to my content if I signed in to the same account in Viveport Software on different computer?
A: The content you purchased earlier will be seen in Downloads tab in your Library. Simply tap Download to get them working in this computer.
Q: Can I launch the content I purchase on Viveport via Steam or vice versa?
A: Yes. Your Viveport and Steam library will show all VR titles downloaded to your computer.
Q: I made the purchase on Viveport web store. Yet, the content still shows Free or the price, instead of showing Purchased. What happened?
A: There’s a small chance that the purchase wasn’t updated correctly due to poor network connection. Try to refresh the web page or sign out and sign back in to your HTC Account.
Q: I made the purchase on Viveport web store. Yet, I can’t find my purchased content in Viveport software. What happened?
A: Please make sure that you sign in to the same HTC Account that you made the purchase on Viveport web store. As long as you sign in to the same HTC Account, your purchase can be found in your Library of Viveport software.
Q: I made the purchase in Viveport software. Yet, the content still shows Free or the price, instead of showing Purchased. What happened?
A: There’s a small chance that the purchase wasn’t updated correctly due to poor network connection. Try to sign out and sign back in to your HTC Account. Check your Library to find the content you purchased.
Q: If there’s an update of the content I purchased, how could I update it?
A: We provide an option for the content you purchased on Viveport to be updated automatically. Simply launch your Viveport software and go to Settings. Make sure that “Auto update Viveport apps” option is checked.
If you do not enable this option, you could also manually update the content you purchased. Simply launch your Viveport software and go to Library. You would find all the content that requires an update in Downloads tab. Tap Update to start the update process.
Q: Why can’t I launch the content I downloaded?
A: Please make sure that you have your Windows Update and Viveport software update to the latest version in order to avoid the compatibility problem.
Q: Why can’t I download the content I purchase on Viveport?
A: Viveport software would make sure that the content you are about to download is compatible with your Windows environment. If this content does not support in your Windows environment, you will not be able to download the content.
Viveport cannot decide which Windows environment is compatible with this content. It is up to the content developer / publisher to set up the compatible environment. Hence, please make sure that you are aware of the Windows environment compatibility before you make the purchase.
Another possibility is that your purchase wasn’t updated correctly due to poor network connection. Try to sign out and sign back in to your HTC Account. Check Downloads tab in your Library and tap Download again.
Q: Why can’t I launch Viveport software properly?
A: It might be caused by compatibility issue due to the update of your Windows environment or any of the drivers. Try to uninstall your Viveport software and re-install it via vive.com/setup/.
Q: It might take a short while to launch Viveport software. Is there a better way to save me some time while rebooting my computer?
A: You could enable “Open at startup” so that Viveport software can be launched while you turn on your computer so that it would save you some time when you launch Viveport software.
Launch Viveport software and go to Settings. Make sure that “Open at startup” option is checked.
Q: I sometimes get a notification of whether to upgrade my Vive application. What should I do?
A: Viveport software will make sure that you have the most up-to-date version. However, if you are experiencing VR at the time the update is available, it will not interrupt you and install the update. Instead, it will pop up a notification message asking you if you would like to get the update when you are done with VR experience.
To always have the most up-to-date Viveport software could prevent you from having the unexpected problem caused by the incompatible driver or Windows update.
Q: After experiencing Vive for a while, I receive a message about disk writing error. What should I do?
A: This means your disk is out of the space. Simply change the disk location where you download and store your content. Launch Viveport software and go to Settings. Change your disk location by tapping Change under Default app folder.
Q: Can I change the language of Viveport software?
A: Yes, you could launch Viveport software and go to Settings. Tap on the drop-down menu to change the language for your Viveport software.
Q: Does changing the language in Viveport software mean that my Vive VR language experience would also be changed?
A: Yes. Once you change your language for Viveport software, your Vive VR language experience will also be changed. However, that doesn’t change your Vive VR content experience. Content language experience is decided by developer / publisher. Viveport doesn’t have the right to change that.
Q: What if I found none of the Q&As above helpful, where can I get help?
A: You could always reach out to our customer service via: vive.com/support/contactus/
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