How can we help?

Compatibility

How can I verify if my car is holoride-ready?

Our first partner offering holoride-ready cars is Audi. To verify whether your car is compatible, open the myAudi app or log into your myAudi account. Go to your account settings and check the list of ‘services’. If holoride is listed under services, your car is holoride-ready.

I already own an HTC VIVE Flow headset. Is it compatible with holoride?

Yes, if your HTC VIVE Flow firmware version is 1.84.623.01 or higher. Please update the firmware if it’s an older version. Use these HTC instructions to update your device’s firmware.

Can I use other VR headsets with holoride?

At the moment only the HTC VIVE Flow headset is compatible with holoride. If you would like to use other VR headsets, we’d love to hear from you which ones to consider for adoption and why. You can contact us here.

Do I need a smartphone in the car to experience holoride?

No, having a compatible gamepad is enough to experience holoride; however, you need an internet connection, which can be provided via your smartphone. If you have a compatible Audi vehicle, a connection can also be established via the embedded Audi connect SIM. Learn more about Audi connect here.

Subscription

Do I need to pay for any games in addition to buying the retrofit Pack? What does a subscription include?

The retrofit Pack includes everything you need to fully experience holoride. When you receive your order, sign up for a free trial of 90 days for the holoride subscription. This will give you access to all our in-app experiences and our ever-growing content library. Features like the HTC VIVE Flow phone mirroring are also supported and enhanced with holoride technology. The subscription itself does not include any hardware e.g. VR headset, which is why we offer the retrofit Pack.

Some acquaintances or people close to me would like to play with holoride. Do they all need to get separate subscriptions?

No, you can share your subscription via your family group. Set up a family plan through your account settings, this way you will be able to purchase only one subscription for others to enjoy.

How do I renew my subscription?

When you sign up for holoride, your subscription will automatically renew at the end of your chosen period. Of course, you can also cancel at any time: Your subscription will still be valid until its expiration date.

Payment and Ordering

How can I receive an invoice for my order?

The order confirmation email has a link to download the invoice as a pdf-file.

Where do I find my order number?

Your order number is in your order confirmation email. In case you placed an order with a car dealership, contact them as they will receive this information on your behalf.

Do I have to pay any extra fees?

To ensure a smooth international delivery, holoride will handle any shipping import taxes. Our shipping agent/courier will deliver the order right to your doorstep.

However, depending on your payment method, extra charges might apply. If you will pay with a card issued by an international bank, the purchase price may fluctuate with exchange rates. In addition, your bank or credit card issuer may also charge currency conversion fees. Please contact your bank or credit card issuer for questions regarding additional fees. Extra charges will not be shown on your online order: holoride will not be responsible for additional charges incurred while paying with cards issued by international banks.

What can I do if the payment for my order is declined?

If your payment has been declined or has failed to go through, no order will be placed. To ensure that your order is not declined when placing a one, we suggest checking that the following details and info are correct:

1) Your personal information e.g. phone number, email address before submitting the order; if you are shipping to a business address, make sure to specify your name on the order.
2) Card details e.g., the expiry date
3) Your card security code (the three-digit number on the back of your card).
4) Whether your card issuer declined your payment. Please check with your bank or card issuer as they won’t disclose the payment issues (“payment declined”) to us.

If you have checked all of the above, and the transaction still gets declined, please try paying with another card or form of payment.

Can I cancel an order if it hasn’t been shipped yet?

Depending on the order status and/or progress, we might be able to cancel an order for you. Please contact us and submit a cancellation request.

How do I know if my order has been successfully submitted?

There are two ways to check whether your order has gone through successfully.

• The first option is to click on the link in your ‘order confirmation’ email. You will be redirected to a web page listing all the items that you have ordered and the status of your order. If you haven’t received an order confirmation email, please make sure that the email hasn’t been filtered as ‘spam/junk’.
• The second option to check your order is by logging in to your account here and selecting ‘Orders’. Please use the email address with which you placed the order.

If you’ve made your purchase through a car dealership, contact the dealership for any order update.

Where can I order from?

We are currently shipping to the US and Germany. We are working on adding further shipping destinations and will inform our community when other countries are added. To order from the US, please visit https://shop-us.holoride.com because you are viewing our EU webshop.

Shipping and Returns

When will my order be delivered?

After you place an order, our logistics team will be in touch with you via email to provide all relevant information about your order. If you have any questions regarding your shipment status, you can contact the shipping company with the information provided to receive quick feedback. For detailed info about shipping and delivery, please go to our dedicated info page.

Returns

With the Pioneers’ Pack, we strived to create an all-in-one package that gets you playing as fast as possible. If any parts or items are missing or not working as expected, please do not hesitate to contact our customer support team.
Please find more detailed info on how returns are handled on this page.