Forum Discussion

RagnarSkal's avatar
RagnarSkal
Honored Guest
5 months ago

Account Issues

Good morning,

My 10 year old son recently was on my Meta Quest 2 and something prompted his age, and he said 10.  Meta locked my account.  Searching through the website I have no direct way to contact Meta to resolve this issue.  Its been quite some time, but my kid wants to play on the headset again, and I cannot even log into my account on computer.  The support page sends me in an endless loop of generic answers to questions and does not allow me to contact a human to talk to.  I have many purchases on that account, and at a minimum would like my purchases transferred over to my new account which I had to create.  

Who do I contact?  How do I contact?  I'm lost.

 

R/

Dave

4 Replies

  • bloogovr's avatar
    bloogovr
    Explorer
    11 days ago

    Hey, were you able to get back on or did Meta ask you to upload your child’s passport or identification information?

  • cvan65's avatar
    cvan65
    Expert Protege
    5 months ago

    Just a heads up that if your kid was using an adult account on the headset (yours), that is against the Terms of Service. If you have a child under 13, you need to set up Family Sharing on your headset and create an account under that for your 10 year old that will have a lot of built in protections and no access to what are deemed inappropriate games for that age, etc. By allowing the child to use an adult account, someone very likely reported a child using the headset and that is why your account got locked. There have been many posts online about people having their accounts shut down for doing this so be mindful if you get your account back to follow Meta's ToS as they don't mess around when it comes to locking accounts and there are lots of folks online that report others for sport. I hope you can get your account back. 

  • MetaStoreHelp's avatar
    MetaStoreHelp
    Community Manager
    5 months ago

    Hi there,

     

    Thanks for posting into our forum. We see you're having problems with your son being locked out of his account, and we'd like to help you out! Please select our name to get to our profile page. 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.

     

    Looking forward to hearing from you!