New Console Information: PlayStation 5 and Xbox Series X|S Pre-Orders

Stock Availability

Please keep an eye on our Social channels and Website for updates on stock availability. We would also encourage you to keep up to date with the social channels of Sony and Microsoft.

Order Confirmation Emails

If your order has been successful you will automatically receive an Order Confirmation email to the email address that you used to place your order. This usually arrives within 15 minutes of placing your order however, at busy times this may take longer. Please continue to check your junk/spam folders as well as your inbox.

If you are a registered customer you can login in to you GAME Account and check that your order is showing in My Orders. 

If you checked out as a Guest customer please contact our Customer Services team who will be happy to confirm your order status.

Order Cancellations

All customer orders are subject to review and on some occasions whilst reviewing your order our risk and security processes come across issues which prevent us from billing and shipping your order. 

We understand that this can be very frustrating however, there are several reasons why this might happen. For your privacy these reasons are not shared with GAME so our Customer Service team are unable to advise on the reasons why. 

Some examples of why orders are rejected include; issues with the billing/shipping addresses provided, the particular card you used to place the order or the email address linked to your account. 

We would encourage you to review all your details and try placing the order again.

Updating Delivery Details

If you have concerns about where your order is being delivered to for release day then if you have a GAME Account you can view your order in My Orders. You are able to amend your delivery address details and payment details right up until we process payment for your order which is usually up to 7 working days before release day. If you checked out as a Guest customer, please contact our Customer Services team who will be happy to confirm your details and make any amends in advance of payment being taken. 

Updating Email Details

If you have ordered with an incorrect email address and wish to have this checked and updated please contact our Customer Service team who will be happy to try to assist you with this. 

Had to checkout as a Guest - what about my points?

Due to technical issues experienced on our website we are aware that a number of our customers were unable to checkout as a registered account holder when the new consoles went live for pre-order. We are sorry for this experience and our teams have been working hard to resolve  technical issues.

We would like to assure you that you will not miss out on the points you should earn and we are working on a solution to proactively add these once payment has been taken. 

Had to checkout as a Guest - can my order be added to my order history?

Unfortunately, we are unable to link your order to you GAME account so that it shows in your order history.

Xbox All Access - couldn't complete my journey as the website holding page went up?

Due to technical issues on the 22nd September we are aware that some customers were not able to complete their Xbox All Access Journey. If you were impacted by this specific issue you will have received the following communication from GAME:

Hi Customer, 

We would like to apologise for the broken customer journey that you experienced on Tuesday 22nd September whilst signing up or upgrading for Xbox All Access through GAME.co.uk. We recognise that this has been a frustrating process as you were not able to complete the journey and we are extremely sorry for any inconvenience or distress caused by this. 

In order to ensure that you complete your journey our teams are working really hard on a bespoke process that will mean you can complete your order. 

We want to get this right for you this time, so we will contact you again in due course with details on how to complete your journey. 

If you have any questions around your Klarna agreement please click here where you can read an update from Klarna and see their contact details. 

Once again, we would like to assure you that your console is safe and that we will be in touch with next steps as soon as possible to allow you to complete your order journey. 

The GAME Team 

Xbox All Access - Credit Application Queries/Direct Debit Queries?

In the first instance we would ask you to contact Klarna to understand the status of your Credit Application. GAME do not have visibility of this and therefore our Customer Service team are unable to answer any questions. 

Please visit Klarna for more information and their Customer Service contact details. Klarna will be contacting customers directly by email who have been impacted by technical reasons. Please check your junk/spam folders as well as your inbox

Xbox All Access - Upgrading Online

We are aware that some customers have experienced technical issues whilst trying to complete the upgrade journey online. We are working to resolve these however please ensure that you have the following information:

  1. Visit XBOX ALL ACCESSUPGRADE TO XBOX SERIES X|S FAQ to find out how upgrades work
  2. Check that you have the correct email address and serial number of the console that was purchased at GAME with Xbox All Access
  3. If you are struggling to locate your serial number you can find it on the original box, the label on your console or on the console info screen in Settings.

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