Not able to purchase any games

Just bought an Oculus Quest 2 yesterday, set it up and played around with some of the pre installed stuff and some free demos, but for some reason I'm not able to buy games on the store. I tried two different cards from different banks on the Oculus itself, the app and a desktop computer and none of them worked. The desktop and app both gave an error along the lines "something went wrong" and the Oculus told me that my bank needed further authentication and to check my email which i did and it just had a link back to the store and gave me the same error again. I also did not receive any messages from the banking app for either card asking me to authorise a payment.

Digital Purchase issues

Meta Quest 2

Quest 2

MetaStoreHelp
2 years ago
Hello there, @kelton765432.2022. Being able to add a payment method is imperative to your overall VR experience. We want to ensure that you're able to add a payment so you can experience the games and apps you want. Payment matters are something that we take very seriously, and we always want to look into these issues thoroughly. With that being said, we ask that you please send us a PM so we can assist you further. To do so, please select our name to get to our profile page, or click here. Next, click "Send a Message" to privately message us! Please remember, you must be signed into the community first to send us a private message. We're eager to help, and we hope to hear from you soon!
TheAntiSocializer
2 years ago
Hey everyone! Just wanted to jump in here and note that I'll be locking this thread. The reason being that the original post is now from 2021 and could have a different root cause than anything seen recent.

If you're currently running into any issues making purchases, I'd suggest reaching out to MetaStoreHelp through private message or a support ticket. You can also feel free to create a new thread within the Get Help boards. This way they can check out some other potential options to give a shot.

Thanks again!

68 Replies

Replies have been turned off for this discussion

karla.skizo
Honored Guest
5 years ago
Me too, I have the same problem. I put different cards and with my computer and the app and the web and always the same error.
skipshot2k
Honored Guest
5 years ago
Same experience here. I can't buy anything - not with paypal and not with CC.
MetaStoreHelp
Community Manager
5 years ago
Hi there, thezombywoof!

We want our users to be able to buy games easily, so we understand how this can be an inconvenience. This is a known issue that is actively being worked on. In the meantime, we do suggest following these steps:

If you recently made a successful online purchase from a US merchant, then check to see if your financial institution placed any restrictions

Try another network connection type

Try another network location

Try different combinations of the area/zip code

Restart the device

Try another device

Try another payment method.

Try another web browser

Try purchasing with the Oculus Home app (2D or 3D)

Please let us know if this helps, so that we can then look further into this issue if it still happens.

We appreciate you! Cheers!
- fabioribeiro55
  Explorer
  5 years ago
  Hi, I have exactly the same problem and tried every single method proposed... it is really frustrating.
  - MetaStoreHelp
    Community Manager
    5 years ago
    Hey fabioribeiro55. Being an avid gamers ourselves, we understand how frustrating it can be to not be able to purchase the games you want; please allow us to assist you with this. Seeing that you've attempted the above recommended options to no avail, we won't have you attempt them again. Please Click Here. It'll bring you to our support site. From there you can submit a support ticket. We offer email and chat support. From there, one of our trusted agents would be more than happy to assist you with this. No worries, we'll get you back up and gaming asap. We're here to help!
- DhamaVardaan
  Honored Guest
  4 years ago
  Hi Team
  Even I have tried it with three different cards and still not able to purchase games.
  Please help me thru this as I am not able to taste the flavour
- kevin.l.friend
  Honored Guest
  4 years ago
  The confirm purchase box won’t light up when I’m trying to do in game purchases
  - Tonberry_Qing
    Retired Support
    4 years ago
    Hey kevin.l.friend. I encountered a similar issue before, and what fixed it was changing my method of payment. There's a great post from Support in this thread outlining several steps to try.
    
    Were you able to try any of the troubleshooting steps listed?
BlindfEy333
Honored Guest
4 years ago
Same and I've reset my pin cause the original one doesn't work and I have been try to get a game for hour trying to reset it and still doesn't work
- goosesarethebest
  Honored Guest
  4 years ago
  I’m having the same problem I have tried removing it and putting it back on I’ve tried switching to a credit card because I use visa and it still doesn’t work oculas please fix this
  - MetaStoreHelp
    Community Manager
    4 years ago
    Hey @goosesarethebest! We know payment issues can be discouraging so we'd be glad to help out!
    
    We noticed you're a good couple steps ahead of us, which is great!
    
    As for now, we suggest reaching out with a support ticket here where we can provide some further support!
- MadSilence8
  Honored Guest
  2 years ago
  Use PayPal! That works!
Briizle
Honored Guest
4 years ago
im having the same problem i could not even buy my oculus quest 2 i had to get a friend to get it for me and it worked for them i also tried 4 different bank cards and paypal and nothing worked kept coming up with the same error i am unhappy about all this.
nrHappiness
Honored Guest
4 years ago
I also can’t purchase anything on any devices because when I attempt to it says “ We’ve noticed something unusual and for your security, this request couldn’t be completed” and I have attempted to use other devices but it still doesn’t work.
does anyone know how to fix this
- MetaStoreHelp
  Community Manager
  4 years ago
  Hey nrHappiness! We'd love to take a look at that payment error you're currently receiving. Can't really have a fun time if you can't buy the games.
  
  Please use the link here to make a support ticket where we can help further!
Yesfries
Honored Guest
3 years ago
This is so stupid, im in 2022 AND I STILL CANT PURCHASE A GAME, I WOULD LIKE TO ACTUALLY PLAY ON THE 400 DOLLAR PIECE OF PLASTIC I JUST BOUGHT, ACTUALLY REDICULOUS
VegaBiggs
Honored Guest
3 years ago
Hi, I did a dumb thing and thought I had the same problem but no.
And now I cannot remove this message so I'm editing it, sorry.
- MetaStoreHelp
  Community Manager
  3 years ago
  Hey there, VegaBiggs! Thank you for drawing our attention to this. We understand how this could impact your VR experience, and it is the last thing we want to hear. So, let's try some troubleshooting steps that we'll leave for you to try. If, after doing everything, you are still unable to make the transaction, we strongly advise you to contact our fantastic support team so they can resolve this for you.
  
  Check to see if the financial institution placed any restrictions
  
  Try another network connection type
  
  Try another network location
  
  Try different combinations of the area/zip code
  
  Restart the device
  
  Try another device
- MetaStoreHelp
  Community Manager
  3 years ago
  Hello there! We're just keeping an eye on you to see if you're still experiencing issues with the payment or if everything has been resolved. If the problem persists, please schedule a callback or live chat with one of our support team specialists.
  - epicjoe360
    Honored Guest
    3 years ago
    I recently received a $50 oculus gift card, and when I tried to use it to buy a game it kept on saying "We are having trouble completing your request please try again". I've tried going on different browsers but it keeps on saying the same thing.
fermanog
Honored Guest
3 years ago
I came here because I cant, for the love of god, buy any OCULOS games from the store.Come to know that lots of people are having the same issue.This makes absolutely no sense to me.Being that the hardware is sold at a loss because of the reliance on selling software, how can it be that the thing that should bring money to the company and, let's not forget the developers of the games, is so difficult to achieve.
I have been able to buy from the OCULUS store before but it has always been a very flaky process.
Come on guys this is so frustrating...
epicjoe360
Honored Guest
3 years ago
No I was still unable to purchase the game
- Virroceth
  Honored Guest
  3 years ago
  I’m in the EXACT same boat. I’m trying to buy Superhot VR with the gift card balance and even the -25% discount and it gives me the exact same error.
- Virroceth
  Honored Guest
  3 years ago
  So, you know how the store automatically makes it to where your gift card balance pays for it if you don’t have a card? Well, hit the X next to it, then apply it again. For some reason THAT works…