Please help me help my friend. She's in Turkey and I'm in the states. She has bought her Quest 3 yesterday after hearing me talk about mine . I was helping her set up her account through the Meta Horizons app. She made her account, set up her avatar, went to put in my referral code and it did not work. Then she checked her email and had a letter saying that she's been suspended! No explanation for what she supposedly did wrong. She can't even access the app now! She is stressed out and I'm stressed out for her. We can't find a phone number anywhere to call support. Is she really going to have to click some dumb link and explain herself, then wait god only knows how long for a response? If that's the case, I think she's going to return the Quest and I wouldn't blame her a bit. She hasn't even turned it on yet! This is ridiculous!

That is very strange. You already answered the question I was going to ask. Hopefully MetaStoreHelp will sort this out. Your friend might need to contact support through this forum so it might be a good idea for her to answer in this thread and explain in more detail, someone can help her directly. If she did not link any FB or Instagram account, might she have a WhatsApp account that was compromised? I doubt it but I thought I'd mention it as a possibility. There is also a chance that her location was mistakenly seen as suspicious activity. I'm based in Türkiye myself but I haven't used the referral process.

No,that's not what I meant. 🙂 They will still help when it comes to issues like this. It's only for things like warranty if the headset break and needs replacement, they don't do that, but for software issues and for account issues they will help. They've always helped me when I needed it. If the supplier in Türkiye offers a warranty, I think the minimum here is 2 years rather than one, it's a distributor warranty, not an official one. For her situation, it doesn't matter, she can still get help. I'm wondering though that as she hasn't even opened the box or install the Horizon app to set it up, that's possibly the problem as Meta is not seeing any connected device.

Maccyb123 It's quite a while ago since I used the referral link, but I clicked the link BEFORE activating the Quest..... actually I think, that's the correct order.

Maccyb123 look here: first accept the link, then activate the Quest Refer Meta Quest to a friend

PS, She did not link the account to FB or Instagram. This is just wild and unsettling, especially given that it's a brand new unit she hasn't even turned on yet and there's no phone number for her to call for help!

Suspended before even turning on the Quest! | Meta Community Forums

21 Replies

Tie.Dyed.Flame
Explorer
1 month ago
PS, She did not link the account to FB or Instagram. This is just wild and unsettling, especially given that it's a brand new unit she hasn't even turned on yet and there's no phone number for her to call for help!
- Maccyb123
  Expert Trustee
  1 month ago
  That is very strange. You already answered the question I was going to ask. Hopefully MetaStoreHelp will sort this out. Your friend might need to contact support through this forum so it might be a good idea for her to answer in this thread and explain in more detail, someone can help her directly. If she did not link any FB or Instagram account, might she have a WhatsApp account that was compromised? I doubt it but I thought I'd mention it as a possibility. There is also a chance that her location was mistakenly seen as suspicious activity. I'm based in Türkiye myself but I haven't used the referral process.
  - MetaStoreHelp
    Community Manager
    1 month ago
    Hi there,
    
    We've just come across your post! We appreciate your post for your friend. We understand the referral did not work. However, this is because Turkey is not a supported country, you can see more in our Referral Program Rules below:
    
    To make a referral, customers must have a registered Quest 2, Quest 3, or Quest Pro
    
    The recipient's Meta account cannot already be associated with any Meta Quest devices.
    
    Older Oculus devices (such as the Oculus Quest 1) should not make a referral ineligible.
    
    The referral recipient must register a new Meta Quest 2, Quest 3, or Quest Pro.
    
    The device must be new, not refurbished, and not previously registered to another account.
    
    Both accounts must be in a Meta Quest supported country. (They do not need to be in the same country.) - The system will automatically convert the referral credit to the currency used by the Meta Quest store for the customer's location.
    
    Both the referrer and the recipient must be at least 18 years old (19 in South Korea)
    
    As for the suspended account, we'd be happy to look into this, we'd like to encourage your friend to reach out to us via private messages:
    
    Please 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.
    
    We hope you find this information useful and wish you a lovely day!
- Maccyb123
  Expert Trustee
  1 month ago
  Just also bear in mind that Türkiye is not an officially supported country so of she is returning it, it will be to one of the third party sellers based here who are not official distributors. I bought mine in Germany where I also have a residence so it is slightly different for me.
  - Tie.Dyed.Flame
    Explorer
    1 month ago
    So does this mean they won't even help her fix this account problem just because she lives in Turkey??
Tie.Dyed.Flame
Explorer
1 month ago
Thank you. I will suggest she post here. What a shame she just paid so much for this Quest, can't even use it, and no phone number to call a real person for help. She has done nothing wrong. I love my quest, but I will absolutely never recommend it to one of my friends again. It's not right that she's so upset over something that should have been fun because META chooses to just indiscriminately suspend people with no proof of wrongdoing and no explanation. We are just two older ladies trying to play some games for god's sake. If this doesn't get sorted out, I'll probably return mine too as I've only had it a couple weeks.
Maccyb123
Expert Trustee
1 month ago
OK, I can understand your frustration. Hopefully the support team will see these comments and investigate it. Good luck! 🍀🍀🤞
- Tie.Dyed.Flame
  Explorer
  1 month ago
  Someone made a comment earlier that came to my inbox, even though I don't see it here now. Perhaps she deleted it because she realized it was unkind, or perhaps because she realized it was completely wrong. I won't out the person here. I'd like to remind everyone that we were all new to this at some point. My friend and I are brand new, just getting started and trying to learn. The reason for not activating the headset yet is because the referral links only work on new units that have not been activated yet. She didn't open the box because she was afraid she might mess everything up. Before I get got my quest 3 I did a lot of reading and people suggested that I create my account online, then redeem the referral code before activating the quest unit, so that's what I did with no problem. I walked my friend through the same thing, but her account got suspended before even turning on the headset. She most certainly does have a meta quest. Laughing at someone struggling is not very attractive and it doesn't feel good to be on the receiving end. Making an unkind post here then deleting it doesn't prevent it from going to the person's inbox 🙄.
Choleni
MVP
1 month ago
Hi Tie.Dyed.Flame 🙂

If she doesn't have bought any games yet, I would just set up a new account to set up the Quest.

If she want to talk to support here in the forum, she'll need an account anyway..... she won't be able to log in here with the suspended account.

She can also use the following link to reach out to support via email, chat or WhatsApp..... for that she don't need an account.

Get Support

I remember, there were once the rule sender and receiver of a referral link needs to be in the same country.

I'm not sure, if it is still like that and if this maybe caused the suspension..... actually I don't believe, maybe best to ask support about.

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Suspended before even turning on the Quest!

21 Replies

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