Manage Viveport

How to cancel your viveport subscription and protect your consumer rights in new zealand

What is viveport and why you might want to cancel

Viveport is HTC's digital marketplace and subscription platform for virtual reality (VR) apps and games. The service operates two main offerings: individual app and game purchases through the Viveport store, and Viveport Infinity, a subscription service that grants access to a rotating library of VR titles. Whether you're a casual VR user or a business managing multiple licences, understanding how to cancel cleanly is essential.

You might decide to cancel for several reasons: you've finished exploring VR content, your hardware needs have changed, the subscription no longer fits your budget, or you're switching to a competing platform. Whatever your reason, Stopee is here to guide you through every step of the cancellation process and ensure you understand your rights as a New Zealand consumer.

Who uses viveport

Individual consumers subscribe to Viveport Infinity to access a curated selection of VR games and applications on a recurring basis. Businesses and organisations use Viveport for VR content distribution, device licensing, and bulk content management through the VIVE Business AppStore. Some users also purchase individual titles outright rather than subscribe.

Common reasons to cancel

You may cancel because your VR interests have shifted, you want to reduce monthly outgoings, your device is no longer in regular use, or you prefer to purchase individual titles instead. Annual Commitment plans with early exit barriers are another trigger: if you're locked into a 12-month commitment and cannot leave early without penalty, you may feel frustrated. Stopee understands these frustrations and walks you through your options step by step.

Understanding your consumer rights before you cancel

Before taking action, you need to know what protections New Zealand law gives you as a consumer purchasing digital content and subscriptions.

Consumer guarantees act protections in new zealand

The Consumer Guarantees Act 1993 is your strongest shield when dealing with Viveport or any digital service provider. This law states that services and digital content must be of acceptable quality, fit for purpose, and delivered with reasonable care. Importantly, no company can override these statutory rights with a "no refund" clause in their terms and conditions.

If Viveport Infinity fails to deliver content you've paid for, if the service is constantly unavailable, or if the VR apps are of unacceptable quality, you have the right to request a remedy. That remedy may include a refund, a replacement, or repair of the service. Do not assume that Viveport's standard "no refund" policy overrides these legal protections.

Your right to cancel within a reasonable timeframe

The Consumer Guarantees Act also protects your right to cancel if performance issues emerge. If you discover within a reasonable period that Viveport Infinity does not meet the standard you reasonably expected, you can escalate to Viveport support or, if they refuse to help, to the Commerce Commission.

Stopee recommends documenting any technical issues, service outages, or quality concerns before you cancel, especially if you plan to request a refund. Screenshots, timestamps, and clear descriptions of problems create a stronger case.

How to cancel your viveport subscription

Cancellation method depends on where you set up your subscription: directly through Viveport's website, via a mobile app store, through PayPal, or via a business account. Follow the correct path to avoid cancelling the wrong billing method and accidentally remaining charged.

Cancel directly via viveport website or desktop app

This is the fastest route if you subscribed directly through Viveport and are billed by HTC itself.

1. Visit viveport.com or open the Viveport desktop application on your computer.
   • If you use the website, log in with your HTC account credentials.
   • If you use the desktop app, ensure you are already signed in or log in at the prompt.
2. Navigate to your Account settings.
   • Look for a menu icon (usually three horizontal lines) or your profile name in the top right corner.
   • Select "Account" or "My Account" from the dropdown menu.
3. Find your Infinity membership section.
   • Scroll down to locate "Infinity membership" or "Subscription" details.
   • You should see your current plan, renewal date, and next billing amount.
4. Click "Cancel membership" or the equivalent button next to your Infinity plan.
   • A confirmation page will appear asking you to confirm the cancellation.
   • Review any warnings about losing access or special offers.
5. Confirm your cancellation.
   • Click the final "Confirm" button to complete the cancellation.
   • You will receive a confirmation email at the address linked to your HTC account.
6. Verify cancellation in your email.
   • Check your inbox and spam folder for a cancellation confirmation from Viveport.
   • Keep this email as proof of cancellation for your records.

Important: If you hold an Annual Commitment plan (monthly billing for a 12-month commitment), normal Viveport cancellation rules do not apply. You cannot cancel early unless you meet a specific condition: if no VR title was launched or used on your account during the first six months, you may request early cancellation from support. Otherwise, you remain liable for the full 12-month term.

Pro tip: Cancel at least 24 hours before your renewal date to ensure the cancellation processes before the next billing cycle. Viveport systems may take up to 24 hours to sync, so leaving a buffer prevents an unwanted charge.

Cancel via apple app store (iOS)

If you subscribed to Viveport through Apple's App Store, you must cancel through Apple, not through Viveport directly.

1. Open the Settings app on your iPhone or iPad.
   • Tap "Settings" from your home screen.
2. Tap your Apple ID at the top of the screen.
   • You may need to scroll up to see this option.
   • Select your name or account icon if the menu layout differs.
3. Select "Subscriptions".
   • This opens a list of all active subscriptions billed through Apple.
4. Find and tap "Viveport" in the list.
   • Scroll through the list if Viveport does not appear on the first screen.
5. Tap "Cancel Subscription".
   • Apple will ask you to confirm and may offer a discount to stay subscribed.
   • You can decline the offer and proceed to cancel.
6. Confirm cancellation.
   • Tap "Confirm" or follow the final on-screen prompt to complete the cancellation.

Warning: Cancelling within Apple does not automatically cancel your Viveport account or remove your data. Your HTC account and purchase history remain intact. Stopee recommends also logging into Viveport.com and confirming your account status so you understand what access remains after the Apple subscription ends.

Cancel via google play (Android)

Android users who subscribed through Google Play must cancel through the Google Play app or website, not through Viveport.

1. Open the Google Play Store app on your Android device.
   • Tap the app icon on your home screen or find it in your app drawer.
2. Tap the Menu icon (three horizontal lines) in the top left.
   • The menu may also be represented as your profile photo.
3. Select "Subscriptions" from the menu.
   • You will see all subscriptions active on your Google account.
4. Tap "Viveport" to open the subscription details.
   • Scroll down if Viveport is not visible on the first screen.
5. Tap "Cancel Subscription".
   • Google will display your cancellation reason options.
   • Select a reason if prompted, though this step is optional.
6. Confirm the cancellation on the final screen.
   • Tap "Yes, cancel subscription" or equivalent to finalize.

Pro tip: After cancelling through Google Play, log into Viveport to ensure your subscription shows as cancelled. Sometimes delays occur between Google's system and HTC's backend, so verifying directly prevents confusion.

Cancel via PayPal

If you set up Viveport to bill through PayPal as your payment method, you can cancel the automatic payment directly from your PayPal account.

1. Log into your PayPal account at paypal.com.
   • Enter your email and password.
2. Navigate to "Settings" or your account menu.
   • The menu is usually in the top right corner.
3. Select "Payments" or "Automatic payments".
   • You should see a section for managing pre-approved payments or subscriptions.
4. Find "Viveport" in the list of pre-approved vendors.
   • PayPal may label this as "HTC" or "Viveport Limited" depending on your region.
5. Click "Cancel" next to the Viveport entry.
   • PayPal will ask you to confirm the cancellation.
6. Confirm the cancellation.
   • PayPal will remove Viveport's ability to charge your PayPal account going forward.

Warning: Cancelling PayPal's automatic billing does not automatically notify Viveport. You should also log into your Viveport account and cancel there to ensure both ends of the billing chain are severed. Stopee has seen cases where users cancelled PayPal but Viveport kept attempting charges, creating confusion.

Cancel business subscriptions and licensed content

If you manage a VIVE Business AppStore account or hold Vive-XR-Suite business subscriptions in New Zealand, the cancellation process differs.

1. Log into the VIVE Business AppStore with your business account credentials.
   • Visit the business portal at the URL provided by your HTC account manager.
2. Navigate to "Profile" or "Device Management".
   • Look for administrative panels related to account or licence management.
3. Select "License Management" from the menu.
   • This section displays all active product licences assigned to your business account.
4. Identify the product or subscription you want to cancel.
   • Review the renewal dates and associated costs.
5. Click "Cancel Product" next to the licence.
   • Confirm the cancellation when prompted.
   • Ensure you cancel at least 24 hours before the end of your current billing period to avoid being charged again.
6. Retain the cancellation confirmation for your business records.
   • Screenshot or save the confirmation message for audit purposes.

Pro tip: For New Zealand-based Vive-XR-Suite subscriptions, contact Viveport support directly if you encounter any delays or if the cancellation option is not visible in your account dashboard. Business support typically responds within 48 business hours and can process manual cancellations if needed.

What happens after you cancel your subscription

Cancellation does not mean immediate loss of access. Understanding your grace period and what remains available protects you from surprises.

When your access ends

After you cancel Viveport Infinity through the website or app, you retain full access to the subscription library until the end of your current billing period. If your next renewal date is 15 April and you cancel on 10 April, you keep access until 15 April at 11:59 pm. You will not be charged on 15 April.

If you cancelled through Apple, Google Play, or PayPal, access continues until the billing cycle managed by that provider concludes. The end date typically aligns with your original renewal date. Stopee recommends checking your Viveport account after cancelling to confirm the access end date displayed.

Your wallet balance and purchased content

Any wallet credit or funds you loaded into your Viveport account remain available after cancellation. Individual games and apps you purchased (rather than accessed through Infinity) do not disappear. If you reactivate your subscription or log back in later, your library of purchased titles is still accessible under your HTC account.

This is an important distinction: Infinity subscriptions are temporary library access, but purchased games are yours to keep. Do not confuse the two when planning your cancellation.

Auto-renewal stops

Once cancellation processes successfully, Viveport will not attempt to charge you at the next renewal cycle. If you notice a charge after confirming cancellation, contact Viveport support immediately and dispute the charge through your payment method provider (your bank, Apple, Google, or PayPal).

Pro tip: Check your bank or card statements 7 to 10 days after your cancellation goes live. Verify that no charge appears on your next expected billing date. This proactive check catches billing errors before they stack into multiple unwanted charges.

Refund eligibility and how to request one

Viveport's standard policy states that no refunds are available for Infinity subscriptions. However, New Zealand consumer law creates important exceptions that Stopee wants you to understand.

Refunds for technical issues and defects

If a technical problem prevented you from using Viveport Infinity during your subscription period, you may be entitled to a refund under the Consumer Guarantees Act. Examples include: the service was unavailable for extended periods, VR apps crashed repeatedly, or Viveport failed to deliver the promised library access.

Contact Viveport support and clearly describe the technical issue, including dates and apps affected. Provide screenshots, error messages, or logs if available. If support refuses to help, escalate to the Commerce Commission, which enforces consumer protection law in New Zealand.

Refunds for fraudulent or undelivered purchases

Individual game and app purchases are refunded to your Viveport wallet (not back to your original payment method) only in narrow cases: the content is defective, your purchase was fraudulent, or Viveport failed to deliver the content after a reasonable delay.

Sales of individual titles are otherwise final. You cannot request a refund simply because you did not enjoy a game or changed your mind. However, if the game fails to install, crashes on launch, or contains malware, Viveport support should investigate and either repair or replace it.

Disputing charges through your payment provider

If Viveport charged you after you cancelled, or if you believe a charge was unauthorised, you can dispute it through your bank, card issuer, Apple, Google, or PayPal. These payment providers have their own dispute resolution processes and may refund you even if Viveport refuses.

Warning: Disputing a charge without first contacting Viveport support may damage your account or trigger a temporary suspension. Stopee recommends contacting Viveport support in writing first, documenting the problem, and giving them 7 to 10 days to respond before filing a dispute with your payment provider.

Common mistakes people make when cancelling viveport

Cancelling a subscription sounds simple, but small errors often leave users still paying months later. Here are the traps Stopee sees repeatedly.

Cancelling in the wrong place

The most common mistake is cancelling through Viveport but forgetting to cancel the billing method (Apple, Google, or PayPal). Or conversely, cancelling PayPal but not confirming cancellation in Viveport itself. Both billing chains must be broken for the charges to stop.

Always verify cancellation in two places: first through your payment method provider (check that their system shows no active subscription to Viveport), then log into Viveport directly and confirm your Infinity membership shows as cancelled. Stopee recommends taking screenshots of both confirmations.

Cancelling too late in the billing cycle

If your renewal date is 15 April and you cancel on 14 April, the charge may already have gone through if Viveport's system processes renewals on a schedule. You will then need to contact support and request a refund or credit.

Cancel at least 24 to 48 hours before your renewal date. This buffer gives Viveport time to process the cancellation and update its billing system. Stopee advises checking your Viveport account now to find your exact renewal date, then set a phone reminder 3 days before that date.

Ignoring confirmation emails

After cancelling, you receive a confirmation email. Many users delete or ignore it. If you later need to dispute a charge or prove you cancelled, that email is your primary evidence. Save it, screenshot it, or forward it to yourself in a folder labeled "Cancellations".

Not checking for hidden subscriptions

If you used multiple payment methods (for example, Apple for part of the year and PayPal for another), you may have subscription records split across platforms. Cancelling only one does not stop charges from the other.

Log into your Viveport account and check under "Account" for all active subscriptions. Then check Apple Settings, Google Play, and PayPal settings independently. Stopee recommends completing all four checks in one session to catch any orphaned subscriptions.

Pricing comparison and whether viveport still makes sense for you

Before you cancel, consider whether the subscription truly no longer fits your needs, or whether a pause or plan downgrade might be better.

If you are in an Annual Commitment plan at $19.99 per month and find it expensive, you could cancel, wait for the commitment term to end, then resubscribe to monthly Infinity at $14.99. However, if you cancel early without meeting the six-month "no launch" exception, you forfeit the remaining balance. Do the maths: if you are 8 months into a 12-month commitment, the penalty might exceed the savings of switching plans.

Stopee recommends calculating your true cost and timeline before deciding. If you are genuinely done with VR, cancel. If you are purely trying to save money, explore the monthly plan or individual title purchases as alternatives.

Your cancellation checklist

Use this checklist to ensure you cancel correctly and retain proof of the process.

1. Identify your payment method. Log into Viveport now and check whether you are billed via Viveport direct, Apple, Google, or PayPal.
2. Note your renewal date. Find the exact date of your next charge and set a reminder 3 days before.
3. Check for early-exit penalties. If on an Annual Commitment plan, confirm whether you meet the early cancellation condition (no app launches in first 6 months) before cancelling.
4. Cancel through the correct channel. Use the step-by-step instructions above to cancel where you signed up.
5. Save all confirmation emails. Screenshot or print every cancellation confirmation from Viveport, Apple, Google, or PayPal.
6. Verify both systems. Log into Viveport directly and confirm the membership shows cancelled. Then check your payment provider's subscription list.
7. Monitor your next billing cycle. Check your bank or card statement on your renewal date to confirm no charge appears.
8. If charged after cancellation, dispute within 14 days. Contact your bank or payment provider to dispute any unauthorised post-cancellation charge.
9. Consider escalation if needed. If Viveport refuses to help with a refund for technical issues or defective service, contact the Commerce Commission and cite the Consumer Guarantees Act.
10. Retain documentation for 3 years. Keep all cancellation emails, screenshots, and dispute records in case you need them later.

How stopee helps you cancel confidently

Cancelling a subscription should not require you to navigate dark patterns, hidden menus, or ambiguous policies. Stopee has helped thousands of consumers cancel Viveport subscriptions by providing clear step-by-step instructions, flagging common traps, and reminding you of your rights under New Zealand law.

Whether you are cancelling because you are done with VR, switching to another platform, or fighting unfair early-exit penalties, Stopee empowers you with knowledge. We know the tactics subscription services use to lock you in, and we show you the legal and practical routes to exit cleanly.

Visit Stopee.com for guides on cancelling hundreds of other services, access to live chat support, and templates for dispute letters to send to companies that refuse your refund. Stopee stands with you every step of the way.

Contact details for HTC and viveport support

If you encounter problems cancelling or need to escalate a refund request, use the contact information below.

HTC new zealand contact address for legal notices

Send any formal cancellation request, escalation letter, or refund demand via registered mail to:

HTC New Zealand
Legal Notices
Address: [Contact your Viveport support team or check your Viveport account for the current registered address, as this may change]

Include your Viveport account email, user ID, subscription details, and reason for cancellation or refund request. Send registered mail so you have proof of delivery.

Viveport support

For fast assistance, contact Viveport support through your account at viveport.com or through the Help section in the desktop app. Typical response time is 2 to 5 business days.

Commerce commission (New zealand consumer authority)

If Viveport refuses to honour your refund request or disputes your Consumer Guarantees Act rights, escalate to the Commerce Commission. You can file a complaint online or by mail. The Commerce Commission enforces consumer law and will investigate if Viveport has breached the Consumer Guarantees Act.

Contact:
Commerce Commission
PO Box 1473
Wellington 6140
Phone: 0800 943 600 (toll-free)
Website: comcom.govt.nz

Final summary

Cancelling Viveport is straightforward if you know the right steps. Cancel through the correct payment channel, save your confirmation, verify cancellation in two places, and monitor your next billing cycle. If Viveport refuses a legitimate refund for technical issues or defective service, remember that the Consumer Guarantees Act protects you and the Commerce Commission has your back.

You have the right to cancel any subscription, and Stopee has helped thousands of consumers do exactly that. Follow this guide, use your checklist, and do not let subscription companies trap you in unnecessary charges. Cancel confidently, and if you need support with other services, return to Stopee.com anytime.