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packetmagic
Participant
March 19, 2026
Question

Child's Age Verification

My son's account got disabled pending age verification. I opened a support ticket. I submitted his birth certificate to verify his age. I submitted screenshots of the error I am receiving.  Now, I am being asked for his birth certificate again and a screen recording of me trying to verify his age.

I keep being asked the same questions over and over. I have submitted everything that was asked for but I can't get his account enabled again. I just want his account turned back on. This shouldn't be this difficult. What do I have to go to get this resolved?

    11 replies

    steve40
    steve40
    Honored Contributor
    March 19, 2026

    1. Reply to the ticket asking for escalation to Account Integrity / Specialized Review.

    Use wording like: "I have already submitted the requested documents multiple times. Please escalate this ticket to the Account Integrity team for manual verification."

    Agents can escalate, but they only do it when explicitly asked.

    2. Upload the documents in a single message thread.

    Meta's system sometimes loses attachments if they're spread across multiple replies.

    Attach:

    • Birth certificate (again, even if you already did)
    • A short screen recording showing the verification loop
    • A brief explanation that the system keeps requesting the same items

    3. If the ticket stalls for more than 48–72 hours, open a new ticket referencing the old one.

    Meta support sometimes "freezes" a ticket without closing it.

    In the new ticket, include:

    • The original ticket number
    • A summary of what you've already submitted
    • A request for escalation


    This often gets a fresh agent who actually reads the history.

    4. Use the Meta Quest Support Chat instead of email when possible.

    The live chat agents ("chat with customer support") tend to be more empowered to escalate. Parents report better success with chat than with email‑only support.

    5. If the child's account is part of a Family Center setup, verify the parent account too.

    Sometimes the parent's verification must be completed before the child's can be processed.

      packetmagicAuthor
      Participant
      March 20, 2026

      Thank you, I have done all of that except #5. I am not sure if my account is verified or not. Support has never mentioned it. This has been going on for weeks. He has three days left before his account is disabled. Judging by this site and others a lot of parents are having this problem. Doesn't Meta realize how damaging this is for their brand?  My kids are going to remember this forever so will all the other kids who also had their account disabled.

        Maccyb123
        Honored Contributor
        March 20, 2026

        Meta needs to ensure child safety but they definitely need to make the verification process easier and logical. A lot of people are having issues. Good luck. Hopefully the advice from steve_40 will help. 🤞

        Maccyb
        packetmagicAuthor
        Participant
        March 23, 2026

        His account still isn't verified. I keep going in circles. After saying they verified his account I tried it but it wasn't verified so I replied to the ticket now they are asking for his birth certificate again. This is insane.

        steve40
        steve40
        Honored Contributor
        March 24, 2026

        See step #1.

        packetmagicAuthor
        Participant
        April 1, 2026

        I did that eight days ago. They told me it was already escalated.  I followed up every two days and they kept saying they had no update. Today they just replied asking me for the birth certificate again.  I asked for escalation again and asked them to read the history. I have never had a worse support experience in my life. 

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