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Anonymous
November 14, 2021
Solved

Not able to purchase any games

Just bought an Oculus Quest 2 yesterday, set it up and played around with some of the pre installed stuff and some free demos, but for some reason I'm not able to buy games on the store. I tried two different cards from different banks on the Oculus itself, the app and a desktop computer and none of them worked. The desktop and app both gave an error along the lines "something went wrong" and the Oculus told me that my bank needed further authentication and to check my email which i did and it just had a link back to the store and gave me the same error again. I also did not receive any messages from the banking app for either card asking me to authorise a payment. 

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    MetaStoreHelp
    MetaStoreHelpAnswer
    Community Manager
    March 28, 2024

    Hello there, @kelton765432.2022. Being able to add a payment method is imperative to your overall VR experience. We want to ensure that you're able to add a payment so you can experience the games and apps you want. Payment matters are something that we take very seriously, and we always want to look into these issues thoroughly. With that being said, we ask that you please send us a PM so we can assist you further. To do so, 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're eager to help, and we hope to hear from you soon!

     

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    Expertbackvr
    New Participant
    January 7, 2023

    Same here when I tried it wouldn't work either I have bought a game before though but for whatever reason this time it decides not to work I don't know why!

    BrennaDuh
    New Participant
    February 2, 2023

    I got occulus spent all day trying to buy a game and even did chat support and tried all the steps and still nothing even they said they weren't sure and had to get back to me then I get email saying they aren't someone else is but never did reach put like stated. Wasted so much money on this very disappointing. 

      TortugaSlaya
      New Participant
      July 11, 2023

      I dont understand what's wrong I just bot a game recently but now it's giving me this similar issue

      MetaStoreHelp
      MetaStoreHelp
      Community Manager
      July 11, 2023

      Hello there, TortugaSlaya! We completely realize that you are having difficulties making a transaction. We know how this may be affecting your VR experience, so we'd like to step in and assist you in getting this resolved. We'd like to make some suggestions for you to think consider below, that have worked in the past.

       

      • A payment method can be added either from the Meta Quest mobile app, or by logging into the Meta account website and navigating to Other Settings > Payment Methods. If one method does not work, Try the other.
      • Have the customer try adding the payment method by logging into the Meta account website using a different browser (Google Chrome, Mozilla Firefox, or Microsoft Edge.)
      • Try adding the payment method from another device completely (another computer, phone, or tablet.)
      • Try adding the payment method from within virtual reality by using their headset.
      • Try adding the payment method while connected to a different network (another Wi-Fi network or a cellular data connection on a phone, if available).

      Please let us know how it goes so we can determine if any additional steps are required.

      If you're the author of a thread, remember to mark a reply as the Accepted Solution to help others find answers!
      Jclubin
      New Participant
      July 11, 2023

      i’ve talked to customer support and tried every single method they suggested and nothing worked. I’ve gone out of my way trying multiple devices, different internet connections, i’ve reset my pin, i’ve tried all 5 of my debit / credit cards, i’ve tried adding and unadding my paypal account, customer support said they were going to send me to a higher team for customer service via email and I still haven’t heard back from them. Extremely frustrating to spend hours troubleshooting and still have no solution after speaking with the support team.. **bleep**ing outrageous

        MetaStoreHelp
        MetaStoreHelp
        Community Manager
        October 18, 2023

        Hi there Jclubin, we see you have an issue that was taken to support. We understand how important having your issue addressed is, and we wish to look into this for you!

         

        So that we can look into this delay for you, can you please provide the case number?

         

        We hope to hear from you soon!

        If you're the author of a thread, remember to mark a reply as the Accepted Solution to help others find answers!
        msadowski1
        New Participant
        November 10, 2023

        It's 2 years later and I can't buy a game by any means (app, in-headset, or website). How is that possible?

        Cannondaleq
        New Participant
        November 12, 2023

        Same issue. Not able to buy games, same error message at the very end of the purchase procedure. Meta customer support asked for details which were mailed to them, with images. Reached to chat support several times due to no further response to my e-mail ticket. The chat agents are all the time asking general questions (they have all info) and then saying it was sent to the higher team. Meanwhile, I am having 699 EUR headset as a paperwright. The original post was created exactly 2 yrs ago and Meta has been unable to figure it out and help customers. Saying it's frustrating is an understatement. If someone figured it out, please help.

        Marg0cz
        New Participant
        November 13, 2023

        Ok, I was able to find a solution. I created new Meta account (not attached to my facebook one). In there I could add PayPal account and bought a game as a gift for my main account. Not perfect, but it works, so you can finally use a device :D.

          jwinfield
          New Participant
          March 8, 2024

          We spoke with our bank, not only did they prevent the payment they then completely blocked the card from any purchases! They said that they have had too many authorized purchases for their customers and will block any payment to the meta store. I then tried a gift visa card. When you make a purchase Meta takes $1 to check they can make the payment, this is then refunded but you can't refund to a gift card so the payment fails. 

          Meta must be missing out on millions, unless you only want free games - it's a brick. 

          flyingbobino2137
          New Participant
          March 20, 2024

          I find it puzzling that this is still an issue after several years. I tried few cards from different banks, I tried to use different devices, I tried to use PayPal none of which works. I've contacted support but all I got is a promise that they will get back to me. Infuriating 

          MetaStoreHelp
          MetaStoreHelp
          Community Manager
          March 21, 2024

          Hi there @flyingbobino2137! Thank you for reaching out to us in regards to this matter. We understand it's never fun not being able to make purchases on your account. We would love to get this investigated further for you, in order to do so please send us a PM so we can further work on this issue by clicking 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. Hope to hear from you soon! Have an awesome day!

          If you're the author of a thread, remember to mark a reply as the Accepted Solution to help others find answers!
          flyingbobino2137
          New Participant
          March 21, 2024

          I did contact support as per my comment, still hoping that something will happen outside promises that support is looking into the issue

          GiratinaGaming
          New Participant
          March 22, 2024

          i tried eveything now i bought a gift card and it still does the same now i just have £30 waiting in my vr app and i cant use it

          flipflip1212
          New Participant
          May 31, 2024

          I have had the same issue, I've not purchased an Oculus/metaquest game for a while. I tried recently and kept getting an error after the point where you confirm the purchase. For me my bank has introduced additional security steps so when buying things online you get a new window where it will ask to send a text code to my phone. Its this screen that isn't loading/opening correctly. For me I installed the metaquest app on my table, linked it to my account and I can shop again!! BTW still waiting for an answer from support....

          TrashyDude
          New Participant
          June 27, 2024

          I have the same problem, i restarted my phone, headset, pc many times and it didnt work, i even tried to change the network abd it didnt work and uli still cant fix this

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