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kev.54875
New Participant
October 25, 2026
Question

My 13 year old son had a Meta 3S for his birthday yesterday and he can't buy games

I bought some e-vouchers for him, so he has £35 in his wallet, and his account has been linked to his mother, but every time he tries to buy a game, it says ‘feature unavailable’. It's like they took our money but won’t let us do anything with it. Feels like we’ve been scammed. How do I get his account to allow him to buy games? He did have to change his age after I’d added the money to his wallet, and then his mother linked to his account. If this isn’t resolved, how do I complain? Meta’s customer support is non-existent.

7 replies

Choleni
Choleni
Honored Contributor
October 25, 2026

Hi ​@kev.54875 🙂

Maybe some account details are missing, some other users had that issue too.

https://communityforums.atmeta.com/games-apps-13/cannot-purchase-games-for-a-new-quest-3-180077

https://communityforums.atmeta.com/games-apps-13/feature-unavailable-180858?tid=180858&postid=1206112#post1206112

 

Contact Meta support so they can look into that.

Follow the link above and scroll down, click “orders and returns”, describe your problem, wait for the AI response, then scroll down and click on “no, that did not resolve my issue”. 

Now you get the option to contact Meta support via email, chat or WhatsApp.

​

 

 

    kev.54875Author
    New Participant
    October 25, 2026

    The support wouldn’t accept his serial number, I’ll have to return the device

    Choleni
    Choleni
    Honored Contributor
    October 25, 2026

    You must put in the serial number from the box, NOT from the headset.

    If you don’t have the box anymore, you can find this number also here

    But actually, if you follow the steps from my first post, you should be able to contact support without needing the serial number. 🤷🏻

    Or use this:

    support@store.metamail.com

      Maccyb123
      Maccyb123
      Honored Contributor
      October 25, 2026

      Customer support is actually existent. You just need to do a quick search to find it. ​@Choleni has a lot of options and here is a bonus for you. A direct email link (below) to a human support person at Meta. Good luck, I hope you get it resolved. You're not being scammed. I think Meta will survive without your 35 quid. Stay calm. 😌 😁

       support@store.metamail.com

       

       

      Maccyb
        kev.54875Author
        New Participant
        October 25, 2026

        Thanks, I did manage to get a message through to them hopefully they’ll repsond withing 48 hours

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