Forum Discussion

WilliamBarbosa's avatar
WilliamBarbosa
Honored Guest
20 days ago
Solved

Stuck in support loop: Charged for Horizon+ after returning Quest to Amazon

Hi everyone, I'm stuck in a very frustrating situation and need help from a Community Manager.

I bught a Meta Quest on Amazon, tested it, and eventually returned it. I made sure to remove the device from my Meta account. However, the Meta Horizon+ subscription remained active and charged me US$7.99. Worse: the system pulled the credit card linked to my Facebook Ads account via the Accounts Center.

I'm trying to contact support for a refund, but I'm completely locked out. The support portal demands a serial number or a Meta Store order number to open a ticket. Since I bought it on Amazon and already returned it, I don't have either. If I click "I don't have a device", it just redirects me to generic FAQ pages and won't let me talk to anyone.

I know doing a credit card chargeback might automatically ban my Facebook Ads account, which I absolutely want to avoid over an $8 charge.

Is there any alternative way to reach a human in billing support without needing a device serial number? Can a Meta support agent here open a ticket for me? Thank you!

13 Replies

  • steve_40's avatar
    steve_40
    Visionary
    19 days ago

    WilliamBarbosa​ you can unsubscribe from Horizon+ using the Meta Horizon+ mobile phone app. Tap the hamburger menu (|||) from the home page, scroll down to "Payments and subscriptions", select Horizon+, Click "Manage subscription", then click "Cancel subscription".

    An alternative to using the mobile app is to simply cancel the subscription from your Meta account online HERE.

  • Maccyb123's avatar
    Maccyb123
    Consultant
    19 days ago

    As steve_40 says, you could have easily canceled your Horizon plus subscription independently without it affecting FB. Just follow the very simple instructions as set out by Steve. I think your real problem unfortunately is now related to Facebook so you need to contact Facebook support in relation to it. There is no support for Facebook related issues here. You should go directly to Facebook as quickly as you can. Even though you sent back the device, it was up to you to cancel the H+subscription. The system would not cancel it as only you can authorize that. It's a pity that you just take the easy route and cancel your subscription through the app. 

    • Choleni's avatar
      Choleni
      MVP
      19 days ago

      Hm, steve_40​ post got deleted???

      I wonder why 🤔

      It was just an advice how you can end the subscription. 🤷‍♀️

      • steve_40's avatar
        steve_40
        Visionary
        19 days ago

        Either I’ve angered the algorithmic overlords, or the forum’s quantum stabilizer is malfunctioning again 🤔.