Forum Discussion

Adrian_velazquez's avatar
Adrian_velazquez
Explorer
11 days ago

Unable to my confirm age on Meta & Cannot get in contact with customer support for help.

I created a Meta account on December 25, 2025 using my Facebook account for my son's new VR Meta Quest 3 headset. At the moment, I did not realize that I had to create a separate account for him until I started receiving then "Confirm your age..." notification on my Facebook, Instagram and Meta accounts. I confirmed my age several times by submitting my ID and even received an email confirmation stating my age was confirmed. Yet, I continued receiving the same "Confirm your age..." notification everyday. Once I realized that my son needed to have a separate account, I created one for him and linked it to my Facebook account (only after several hours of research to figure out this was the problem in the first place). 

I continue to receive the "Confirm your age..." notification everyday but now I'm not given the option to confirm my age. I've tried to confirm my age on Facebook, Intstagram, the Meta app and email. Every time I try, the page is unresponsive when I click the "I'm 13 or older" button. Nothing happens, the page stays the same. I try to log out and log in and when I click on the notification it takes me to a page asking for my email, I enter my email and it sends a code to my email which then I enter on the Meta page and then it refreshes back to the original page asking for my email address and I am in a endless loop of entering my email and the code sent to my email.

When I try to reach out to the chat support, they are unable to help me because all they tell me to do is to verify my age which is the whole reason I am in this situation, I am not given the option to verify my age. The chat eventually tries to connect me to a human agent or I request one but in order to be connected, I have to be logged into my Quest account. When I do login, it tells me that there is no device found under my account. I try to manually put in the serial number for my headset and it says that support cannot be provided for my headset. I've been troubleshooting this issue for days and hours on end. I do not want my Meta, Facebook, Instagram accounts to be suspended on January 9th, I already put a $50 meta credit on the account as well. I do not want to lose my accounts or money, this is my last attempt to get in contact with someone who can help me. 

age check
Customer support
facbook
instagram
Meta help
Meta Quest 3
suspend
suspension

6 Replies

  • Choleni's avatar
    Choleni
    MVP
    11 days ago

    Hi Adrian_velazquez​ 🙂

    You must put in the serial number from the box, not fom the headset itself.

    If you don't have the box anymore, look here it shows you the box sn.

    I know, you said, your account says no devices found under your account.

    But I'm pretty sure you misunderstand that. If you log in to your account, you are on the"order and return" tab.

    If you tab on "devices" on the left bar, you'll see your headset. This is the same page that I gave you with my link.

  • Adrian_velazquez's avatar
    Adrian_velazquez
    Explorer
    10 days ago

    Hi Choleni,

    I appreciate the feedback and information. I already tried putting in the serial number found on the box but it still gave me the same message, "Support cannot be provided for this device." I double checked the serial number found on the headset and it matched the one on the box. I even tried the Bundle S/N but that did not work either. 

    My account continues to say that I do not have device linked to it even though the VR headset is connected to my Meta account. I'm thinking it says this because I did not buy it directly through the Meta store, I bought it through Target. 

    I still have not been able to get into contact with customer service. Any additional information or help is greatly appreciated.

    • Choleni's avatar
      Choleni
      MVP
      10 days ago

      Adrian_velazquez​ 

      Adrian_velazquez wrote:

      I'm thinking it says this because I did not buy it directly through the Meta store, I bought it through Target

      No, even if you buy a used device, after setting it up and activate it with your account it will appear there. But it takes some days to show up..... maybe even more because of Holidays? Or maybe something went wrong?

      Whatever the reason is, you can contact support via email, chat or WhatsApp HERE

      Good luck ✌️

      • Adrian_velazquez's avatar
        Adrian_velazquez
        Explorer
        9 days ago

        You are a life saver, I was finally able to get into contact with a human agent using the link you provided. We were on the chat for 1.hrs. I sent several screenshots and followed troubleshooting steps but could not reach a resolution. The agent let me know that my case would be transferred to a "specialized team for further assistance." I should hear back from them in 2 days. I am just hoping I can get in contact with them before my account is suspended on January 9th. 

        Either ways, thank you so much for helping me get into contact with a live agent. Fingers crossed that I can get my issue resolved soon.

  • steve_40's avatar
    steve_40
    Consultant
    10 days ago

    I don't advise linking your FB and IG account to your Meta account or your son's account. You can unlink FB and Instagram from your Meta account at Meta Account Center. Then, in future, log in using your Meta account credentials (not FB etc) or it will relink you.

    Then use the Family Center to set up and manage your son's account.

    • Adrian_velazquez's avatar
      Adrian_velazquez
      Explorer
      9 days ago

      That's great advice, I intend on separating the accounts once I can make sure my accounts do not get suspended. My case has been transferred to a "specialized team for further assistance."

      Thanks for the information and your help.