Forum Discussion

RunninRioter's avatar
RunninRioter
Honored Guest
6 months ago

Urgent: Need Help Recovering Meta Account – Stuck in Verification Loop

Hi,

 

I used to develop for VR and, over the years, accumulated a large library of games and content on my Meta account. When I left my job last year, I returned the headset I had been using. I've recently purchased my own Quest device and was shocked at how difficult it is to recover my old account.

 

I’m currently locked out because the system is asking for authentication through the Quest app on a device I no longer have access to. I just want to regain access to my account on my new headset.

 

The issue is that every support route seems to require logging into the account—which I can’t do—so I'm stuck in a frustrating loop with no clear way forward.

 

I’m more than happy to provide any information needed to verify my identity and prove account ownership. I would really appreciate the chance to speak to someone directly to help resolve this.

 

Thank you,

4 Replies

  • Choleni's avatar
    Choleni
    MVP
    6 months ago

    Hi RunninRioter​ 🙂

    Do you maybe mean the part of the setup when it says "continue on another device"?

    This does not mean another/previous Quest but a pc or a phone.
    Normally you don't need the old Quest to log into your account..... 
    Can you log in here with your account?

    https://secure.oculus.com/my/profile/

    If I completely misunderstood what you mean - that can happen😂 - and you need help from support, send a PM MetaStoreHelp​ 

    Click on their name, then click the "message" button.

    I hope you get that sorted.... Good luck🤞

  • RunninRioter's avatar
    RunninRioter
    Honored Guest
    6 months ago

    Thank you for your reply much appreciated 👍.My fault with the long message really. All it is, when trying to log into my Meta account. I put my email in and password which still works but as I enabled 2 step verification a while back on a different phone and headset. That authenticator I cant get back so in turn I am essentially locked out. And every support option requires to be logged in 

  • MetaStoreHelp's avatar
    MetaStoreHelp
    Community Manager
    6 months ago

    Hi RunninRioter, thank you for bringing this issue to our attention! 

     

    We can see that you are having trouble accessing your account, as you are being asked to authenticate using the Quest app on a device that you no longer have access to. We understand how frustrating this can be, and we would love to help you! Ensuring that our users can log in at any time is one of our top priorities, so rest assured that we will resolve this issue for you. You have come to the right place!

     

    We can see that you have been advised to send us a direct message, which we will need you to do in order to request some sensitive information about your account. It seems you have already sent us a DM, so that's great! We will get back to you shortly.

     

    Thank you for your patience, and we hope to get you back into your account soon!