Meta Horizon Account Restriction Blocking Purchases – Case Closed Incorrectly

No one in the community forums can answer those questions. There's no official support here.

Open a new ticket and reference the old case number. Submit the appeal again (even though it’s frustrating). Conclude with a statement such as: "I am requesting that this matter be escalated to a specialist or internal team who can provide actionable steps to resolve it."

Thank you for the suggestion. That process has already been followed extensively. I’ve opened 12 tickets (8 escalations), along with 33 emails to date and received the same outcome each time.

If this forum is not the appropriate place for this issue, then it raises the question of why I’m being directed here by Meta Support and Horizon and Meta Support staff while also being told to restart the same process again.

Support interactions being outsourced are also making the process more difficult, as every representatives appear to rely on scripted responses rather than reading, comprehending and addressing the actual issue raised. This has resulted in repeated generic replies instead of a direct answer or resolution.

At this point, opening another ticket would only repeat a cycle that has not led to resolution. Based on how this has been handled across multiple tickets  and emails, Meta Support and Meta Horizon’s handling suggests this issue is being treated as isolated to my account, which is not accurate. There is no reasonable basis for that position, as I am not the only user out of millions experiencing this.

I’ll wait for the appropriate internal team to review and resolve it rather than restarting the same process again. 

Ideally, when this is reviewed by the appropriate internal team, and in contrast to every outsourced interactions so far, the response will move beyond scripted replies and directly address the issue raised.

You are absolutely correct. I appreciate you taking the time to respond. I’ll provide a clear summary of what has occurred so far.

This is not a case of my misunderstanding or failing to follow instructions. The issue is with how Meta support and Meta Horizon are handling the restriction and communication.

I had not used my Meta Horizon account to include my VR headset (Meta Quest / Oculus) for over six months, due to being deployed. The only reason I logged back in was after receiving multiple promotional emails and a promo code directly from Meta Horizon upon our return. 

Immediately upon logging in, my account was restricted for “multiple violations.” There was no recent activity on the account that could justify that. There were no warnings, no prior notices, and no emails explaining any violation, only promotional emails. Since April 15, there have been over 32 emails sent and multiple appeals submitted through the Meta Horizon system. The first two representatives referred me to the FB Meta and Meta Horizon chat groups, which I advised them was an unacceptable response. That was the beginning of being redirected repeatedly, with no clear ownership or accountability for resolving the issue.

Each time Meta Horizon confirms the appeal was received and states a response will be provided within 4–6 business hours However, the restriction remains active. No explanation is provided and I keep getting the repeated same system-generated responses. At the same time, Meta Support responds separately, but within 3 business days, and states that this issue must be handled by Meta Horizon. 

Cases have been opened with BOTH Meta Support and Meta Horizon. They closed the one ticket that they claimed had to be merged. Leaving one active ticket open with Meta Horizon. A  Meta support representative closed the Meta Horizon ticket last night, and I reopened it right thereafter. 

- Meta Support redirects back to Horizon

- Meta Horizon accepts appeals but does not resolve the restriction

- Both Meta and Horizon tickets have been closed as “resolved” while the restriction is still active

- The only case still open is the one that the representative closed last night, and I reopened it back through Meta Horizon

I know this is not user error or misunderstanding. This is a disconnect between Meta’s internal teams, with clear language barriers evident in the responses provided by outsourced representatives Meta Horizon is part of Meta’s platform but appears to be handled through separate systems or teams, with limited coordination. The result is:

- An active restriction with no explanation

- No details provided (dates, actions, or violations)

- No functional resolution path

- Continuous redirection between departments.

At this point, repeating the same appeal process is not a solution, since I have already done that 8 times. All I’m asking for and have been asking for is a clear explanation and resolution.

- A clear explanation of what triggered the restriction, including dates and actions

- The actual status of the 8th and latest appeal already submitted

- A proper review and resolution by the correct team

If anyone here has experienced a restriction triggered after a long period of inactivity with no prior warnings, and able to resolve it, I would appreciate any insight.

Most importantly, if there is another working access path or direct link to Meta Horizon beyond the standard route, which continues to produce no results. I would appreciate any assistance available at this point.