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BandOfGypsies704's avatar
BandOfGypsies704
Honored Guest
15 days ago

Store Purchase Error – Likely Account/Backend Issue

I’m experiencing a persistent issue purchasing an app from the Meta Horizon Store that appears to be account-related rather than a hardware or payment problem.

I am using a Meta Quest 3 (refurbished, purchased via Amazon), but I do not believe the headset itself is the issue. The error occurs when attempting to purchase apps, more specifically, Pinball FX VR, where it gives me an error that "Feature Unavailable" to me .  FYI, I am new to the Meta Quest VR thing and this is the only app I have tried to purchase at this time.

I have valid payment methods on file (PayPal and debit card), both of which are set up correctly and functional. I’ve also tried multiple networks, browsers, and payment methods per support guidance, with no change.

Over the past 6–7 days, I’ve contacted Meta Support roughly 15–16 times and have only received automated responses repeating the same troubleshooting steps. None have resolved the issue.

At this point, this appears to be a backend or account entitlement issue that likely requires review by a human support agent with access to store-side tools. Has anybody experienced this issue and has anybody ever actually spoken with a 'Human' with Meta support?

2 Replies

  • Maccyb123's avatar
    Maccyb123
    Expert Trustee
    15 days ago

    It's not an uncommon problem. Everyone can have a different issue. My problem was that I switched off permission for international payments with my financial provider and forgot! When I changed it, I was able to pay for apps! It still might be a Meta issue but check with PayPal and your bank that there are no problems from their end. Sometimes they can even accidentally flag payments. Good luck! 

  • Choleni's avatar
    Choleni
    MVP
    15 days ago

    Hi BandOfGypsies704​ 😃

    BandOfGypsies704 wrote:

    I am using a Meta Quest 3 (refurbished, purchased via Amazon), but I do not believe the headset itself is the issue.

    No, it's not the headset, you can try buying from the app or the webstore, the outcome will be probably the same, I guess.

    BandOfGypsies704 wrote:

    this is the only app I have tried to purchase at this time.

    Try buying another app, to rule out that it is an issue specifically with that game.

    BandOfGypsies704 wrote:

    Over the past 6–7 days, I’ve contacted Meta Support roughly 15–16 times and have only received automated responses repeating the same troubleshooting steps.

    Which contact method did you use? If you used email, maybe try WhatsApp or chat.

    You can do that HERE

    You can also create another account(different email!) to see, if you can buy the game then.

    If so, you could factory reset the Quest and set it up with this new created account.