Forum Discussion

prconnolly21's avatar
prconnolly21
Explorer
3 years ago
Solved

Can't log in Oculus Quest 2

Username: Informalfrog

 

My Oculus carried out an update today. On completion of the update I was logged out completely.  I had previously set up my account (early Feb 2022) using my Facebook account (I only have one). When I enter the details (which I know are correct) I keep getting the message - "this device is connected to an existing account. Log into this account or reset the device to use a different one."  Again I know the details are correct and I have no other account!

 

Please help

  • MetaStoreHelp's avatar
    MetaStoreHelp
    3 years ago

    Hey there. We see you wanting to play a game, and can't log in. We know what it can feel like. Let's see what we can do to get you back into your account super quick.

     

    First let's log out of all of our devices. Then we log into the phone app. Once that has been done, we will pair the headset. 

     

    If that doesn't work, please PM us for us to better assist you.

     

    Please select our name to get to our profile page, or click here: https://metaque.st/CommunitySupport. 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.

  • prconnolly21's avatar
    prconnolly21
    3 years ago

    Solution found.  Oculus support were excellent. Turns out the problem was that two accounts were accidentally created and this was confusing the system. OS unlinked both accounts and provided a password reset link for the correct one. Once this was carried out the problem was solved. However there is some limitations: mainly playing online, joining friends/groups etc. This will be resolved one the Oculus Account login is rolled out in August.

  • WootM4ge's avatar
    WootM4ge
    1 year ago

    Hey everyone! I'm going to lock this thread as the previous provided accepted solution has the best course of action to take regarding fixing this issue. If you're still having issues after trying the steps provided by MetaStoreHelp in the other accepted solution, please send MetaStoreHelp a private message so they can assist further. Thank you all for your understanding and patience during this time!

34 Replies

Replies have been turned off for this discussion
  • DOHR5's avatar
    DOHR5
    Honored Guest
    3 years ago

    We are having similar issue.  Very frustrating!

  • MetaStoreHelp's avatar
    MetaStoreHelp
    Community Manager
    3 years ago

    Hey there. We see you wanting to play a game, and can't log in. We know what it can feel like. Let's see what we can do to get you back into your account super quick.

     

    First let's log out of all of our devices. Then we log into the phone app. Once that has been done, we will pair the headset. 

     

    If that doesn't work, please PM us for us to better assist you.

     

    Please select our name to get to our profile page, or click here: https://metaque.st/CommunitySupport. 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.

    • Itsmr1k's avatar
      Itsmr1k
      Honored Guest
      2 years ago

      I tried getting support from email but yall changed my email to my current account not my old one! Can i please get someone to contact me through phone because everytime someone connect with me nobody solves my issue! I am trying to get my account back username (@jokster1k) and i made the account with my facebook maybe 2 years ago and it was connected to my facebook!! The account i have now is made with my facebook book it made me not being able to get my other account with my bought games on it, please get me a phone number to call I’ve been trying to resolve this issues for weeks! I just want my old meta account back so i can play my games! All of this meta bs is unnecessary its just makes everything complicated for your customers!!!!

      • MetaStoreHelp's avatar
        MetaStoreHelp
        Community Manager
        2 years ago

        Hey there, Itsmr1k! Making sure you're able to log into your account is pretty important to us, so we definitely would like to help out! When you get a chance, could you please send us a PM? You can select our name to get to our profile page, or click here. From there, click "Send a Message" to privately message us! Keep in mind, you must be signed into the community first to send us a private message. We're eager to hear from you! 

    • Dkelver's avatar
      Dkelver
      Honored Guest
      1 year ago

      i just want to play games ive been playing. my son set it up for me under his ibfobansvneed tharpt changwd

  • prconnolly21's avatar
    prconnolly21
    Explorer
    3 years ago

    Solution found.  Oculus support were excellent. Turns out the problem was that two accounts were accidentally created and this was confusing the system. OS unlinked both accounts and provided a password reset link for the correct one. Once this was carried out the problem was solved. However there is some limitations: mainly playing online, joining friends/groups etc. This will be resolved one the Oculus Account login is rolled out in August.

    • SKADIVER's avatar
      SKADIVER
      Honored Guest
      1 year ago

      its still not working for me / 

      At this point im ready to smash it with a hammer 🤔Help me please!

  • lyriq088's avatar
    lyriq088
    Honored Guest
    2 years ago

    I don’t have access to the email used for my oculus. How do I reset it ? 

  • TheAntiSocializer's avatar
    TheAntiSocializer
    Retired Support
    2 years ago

    Hey everyone! I noticed this went by without some assistance, so I wanted to check in and see if anyone was still needing some help. 

    If so, I would highly suggest reaching out to MetaStoreHelp through PMs for them to get a better look into things. 

    • MetaStoreHelp's avatar
      MetaStoreHelp
      Community Manager
      2 years ago

      Hey there! We appreciate you reaching out to us to voice your concern. Having trouble getting logged into your device is never fun and this is definitely not the experience we want for our fellow gamers. No worries though, we'll be happy to assist you with this. 

      So that we can take a further look into this, let's get this conversation moved over to our private messaging section. You can get there by selecting 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'll be looking forward to hearing back from you on this.

    • MetaStoreHelp's avatar
      MetaStoreHelp
      Community Manager
      2 years ago

      Hey there! We're just following up with you to see if you still need assistance. If so, feel free to reach out to us by using the link provided above and we'll be happy to help. We hope you have a great day!
       

      • Anonymous's avatar
        Anonymous
        1 year ago

        hi

         

  • chungdog77.2024's avatar
    chungdog77.2024
    Honored Guest
    1 year ago

    the same just happened to me and i don't know what to do and i have searched up many tutorials and none of them help me

     

    • sherrann51's avatar
      sherrann51
      Protege
      1 year ago

      I was told ( by this so called  support team ) to do a factory reset when they could not  tell me me why all my Walkabout mini golf in game purchases disappeared!?  After the reset 3 days ago I still  cannot get past the ( pair headset in the  mobile app) on my headset!!!!?? On my quest app it shows I'm online on Beat saber!? HOW??!!    The headset settings on the app is greyed out!? And it also shows that I just received another Achievement award in Beat Saber!? HOW!? ITS NOT ME!? H. E. L. P!!!!!!!!! 

    • MetaStoreHelp's avatar
      MetaStoreHelp
      Community Manager
      1 year ago

      Hello there, chungdog77.2024! We understand that you are experiencing some difficulties with logging in to your account on your device, and we know how that can cause a delay in your gameplay experience so we'd love to help! In order for us to look into this further, we'll need to gather a bit of account info, which is why we kindly ask that you join us in PMs. Just 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.

  • Bandit20.22's avatar
    Bandit20.22
    Honored Guest
    1 year ago

    I'm having the same issue where its saying my email doesn't have an account but I know for a fact that the email I am trying is the email I signed up with.