Hello everyone. We’ve heard many questions in relation to the shipping information email we sent to our pre-order customers yesterday. If you have not opened that email, please do so as there is important information related to shipping your Leap Motion Controller next month.

A majority of you have successfully checked, validated and/or updated your information.  Thank you for taking a moment to verify your order. 

But for the people that have reported issues, we sincerely apologize for the inconvenience. We’re working hard to get back to you through customer support as soon as possible, but it make take longer than usual. In the meantime, we wanted to provide an update and answers to some frequently asked questions. And if you’re trying to update through your phone or tablet, please try your computer instead.

We appreciate your patience and support.

1. The link to update my information is not working.

• Please go to https://central.leapmotion.com/preorder/new#
• Click “Update an existing pre-order” at the top of the page
• Enter the confirmation # in the email you just received
• You will then be sent an email with a new confirmation link

2. I input my billing information, and am still getting an error message.

• We have resolved the issue that generated this error for some customers. Please try one more time to update your billing information with the credit card you wish to use. We apologize for the inconvenience.

3. I got an email that you are missing my first and last name – why is that information missing? 

• Our system needs to verify the information in those fields as we need to confirm the correct name in order to ensure shipping. Please check your order information and update if needed. Our apologies for the inconvenience.

4. I got a message that my order’s missing information, but when I check I don’t see anything wrong. What do I do?

• If you got an email that doesn’t list specific areas to update, please check that everything is fine.  We wanted to remind you to double check in case you moved, wanted to use a different card or needed to update your order in any other way.
• If our email listed specific items to update, but they appear to be in order when you check, please confirm the details are correct on our pre-order page, anyway.

5. Why is my final total different?

• When you placed a pre-order, we said the shipping was an estimate and we would also charge applicable import fees and taxes. Your current information reflects the final cost Leap Motion will charge when we ship your pre-order.

6. How can I be sure my information is actually correct in the system?

• Once you have successfully updated your information, you should see a screen like below. You can also double check your information at any time by following the instructions in #1.