FAQs
Latest lists of Backerkit (or Indiegogo) ID's next in line to be fulfilled or already shipped
@Philips_Support_N regularly provides lists of backers to be fulfilled in recent or forthcoming production or shipment batches.
Please check this link for the lists and actual information on https://community.philipsprojection.com/t/how-to-find-your-backerkit-id/5181?u=ivog
Statement regarding personal status update requests
Philips will not give out individual status updates to backers on a on-to-one basis.
A lot of users indicate that they find the forum hard to use to find news updates, and that all the off-topic discussion and personal status update requests confuse them.
To try to keep the shipping information and discussion threads on topic, we will from now on move these kind of personal requests to this thread instead, where only the staff can answer them IF they’re so inclined and capable.
If a question is of importance to a bigger group it will be allowed to remain in the original thread.
Note: There will be no opportunity for discussion in this thread, if you need to change anything to your update request you should be able to edit it.
Latest firmware update release notes & download information
Software Update v1.1.0 is available now!
Specific info only for those with a defective unit waiting to ship it back to us, click to open
Solution for backers who’s delivery address has or will change, click to open
Campaign ID's, what they mean, and how to find them
This campaign issues you a multitude of ID’s and numbers from different platforms, each with different meaning or uses. To properly understand all these ID’s and numbers and find out where to find them, please read this explanation by a fellow forum user: Demystifing Numbers (Indiegogo, Backerkit etc.)
Backerkit ID vs. shipping order
No, cause the Backerkit ID has no correlation to backing order, as people who backed much later may have filled in their Backerkit surveys before others who backed earlier.
The shipping order is more or less decided by country shipped to, if there’s 200 going to country A and there are 300 backers there, then the first 200 according to the IndieGogo contribution ID will get theirs, regardless of other backers with possible lower numbers bit in other countries.
Things to try if your tracking number doesn't work
There can be lots of reasons for a tracking number not working. In the case of DHL, many times the tracking code works on certain DHL sites but not on others. If your DHL tracking code doesn’t work, please try the following.
For shipping addresses in Europe:
Copy the tracking code only (NOT the “DHL-” part) and try to track it here: DHL Europe Tracking Link
For shipping addresses elsewhere:
Copy the tracking code and try to track it here: DHL Worldwide Tracking link
Delays in tracking explained
This is why your tracking number might not be updated for quite a few days after you receive it:
Refund requests no longer accepted
The Indiegogo campaign is now over and therefore as of March 11th Philips do not accept cancellations anymore.
Their logistic and sourcing team have already purchased all the components to manufacture the right number of products for their backers, and they have restarted production and shipping after the Coronavirus lockdown.
You will receive your order as soon as logistically possible.