Forum Discussion

colmaniac's avatar
colmaniac
Protege
24 days ago

Issues with Meta

How do I actually contact Meta to make a formal complaint?

Their website system goes into a loop trying to contact them for support, you click on support, go though all the crap to get where you need to get, cant find an answer so click on contact, and end right back at the start!

 

Issue I have is with Meta and the app you need to use my oculus rift s.  When I got it many years ago there wasn't an issue with setting up.  But when Meta took over and I got a new PC system this is where they messed up the app and my equipment!

 

Setting back up it was at the time 100% impossible to log into my app for the rift so I can reset up the hardware to use it.  I was at the time able to contact Meta to ask for help to get their app to work so I could log in, but they was as much help as a chocolate tea pot!  At the time my original log in details and password didn't work despite knowing it.  Even requesting my log in user name and changing the password didnt work!  I could easily log into the website but not the app despite clicking on the app`s forgotten password button!

It took about a month getting useless information from these clowns,  then found by luck an account link popped up on the app for my FB account!  After clicking the link I was able to log in and setup and use my equipment.

About 2 weeks ago I had this issue again after upgrading my HD and having to reinstall the software to use the hardware.

The same thing happened again, it took me 6 hours to figure out how to log into the app system, again using the new log in details.  But I had to click the FB link!

 

This system Meta uses have messed up.  Why the hell do I have to log into Facebook on the app to use my hardware?

13 Replies

  • Maccyb123's avatar
    Maccyb123
    Consultant
    24 days ago

    Something is wrong. You don't even need to have a Facebook account anymore. I don't have one. Can I ask, have you been using your headset constantly or have just started using it again after a long time? 

  • steve_40's avatar
    steve_40
    Visionary
    24 days ago

    Sounds like you linked your Facebook account to your Meta account. That can also happen if you select the option to "log in using Facebook" when logging in, rather than by using your email address. You can unlink your account from Facebook and Instagram here.

    To navigate the support pages, click on a suitable option, such as "Meta Quest headsets" then scroll down and click the blue "Get support" button. Then click an option that is closest to your issue (eg. Meta software or content). To get to live chat etc quickly, select "Other software or content issue" (or any option that is similar to the less-specific "I have a different issue" etc). That should lead you to a page where you can use live chat with Customer support, email, or WhatsApp. I've used live chat before, they answered immediately and were very helpful.

    • colmaniac's avatar
      colmaniac
      Protege
      24 days ago

      Thanks for the link`s. I think the issue is Meta doesn't have the info of my headset on their system, it was registered on the original APP, and seems the info didn't get transferred over from them to Meta.

       

      I remember the original issue now.  Speaking to their support a few years ago, when I was blocked from using my gear, they asked me for my headset serial number.  The issue was I had to login to the app to get the serial number,  but as I kept telling them I could not log in as my password didn't work and requesting a change, then changing it didn't work either.  So I was stuck in a stalemate situation with Meta.

    • colmaniac's avatar
      colmaniac
      Protege
      24 days ago

      I have clicked on the link to chat with cust support, yet I cannot log into their system.

      it says enter my serial number, email address or order number.  I cant use the order number as I didn't purchase from their shop.

      Looking at my account online my serial number is there also on the app when logged onto it and looking at the rift s and you see the serial no, firmware version

      How ever I cannot open a ticket as it says my serial number isnt valid 

      How do I get a ticket if there is no way to get past this part?  its **bleep** annoying

       

  • colmaniac's avatar
    colmaniac
    Protege
    24 days ago

    I use it regularly, there was a gap where I hadn't used it as I was going to get a PC upgrade, the issue occurred when installing the software on the new system.  I had the original Rift S software app,  this only used my login Email address and my password.  But Meta took over the software app.  My original login details didn't work, just kept saying invalid password/log in details,  it gave me a link to log into the website.  Using the same login details worked.  Even using the app to change the password worked,  but still the app didn't accept the password.  From this point to before I had nothing to do with FB or any other login except the original Rift S.

    I had spent many day`s emailing them to sort this out but they couldn't help as they kept giving me the wrong info and what they were telling me to do, and I followed to the letter didn't work.

    Wasn't until deleting the software and starting again I had the option to link the account, either to one option I cant remember what it was, and didnt have an account for that.

    Or use FB to link the account,  I decided to click that link as other options didn't work.  And I was able to log in!  And able to use the software app.

     

    The main issue was my original login just wasn't working.  I even tried to create a new account,  I tried a different email address and other options, but that failed and said it was already registered and to log into the registered account.  But I couldn't as it was locked into the broken cycle not recognising my new password.

     

    ATM I don't wish to unlink my account as this might cause problems again for me to use my hardware.  As the main log in doesn't work,  I have tried on 3 different PC systems.