Gray Screen device locked

11 replies
365 views

My son loaded his meta account into the meta quest 3. He got locked out of his account after failing to confirm his age. He is locked out of his meta account. I tried to do a factory data reset but when I go to the boot menu and access "devices details", it shows "device locked". And It wont let me reset and login with this meta account and start over. Can the meta community manager help me?

meta quest 3

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trevor607337

Participant

they suspended my Childs account today for age verification but when we try to verify his birthday its saying the wrong birthday.... which i know its right so i wonder if others are having issues with the age verification also

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Crims0nPr1ntAuthor

New Participant

Yes. It was discontinued for age verification and he failed to upload any ID or debit card. So it locked him out of his account and then it locked our headset. I really appreciate you responding. I think we're past the point of him being able to upload any information to verifies age. The problem I'm having now is I'm did a factory data reset but it won't wipe the device and it won't unlock the device for me to put my meta account in.

steve40

Honored Contributor

If you are getting a grey screen before it shows the "choose profile" menu, then it is probably due to a hardware or software failure, rather than an account issue. Otherwise, you should have been able to add another account to the headset and used that to sign-in. You're the first users I've ever seen that have claimed to get the grey-screen problem due to an ID verification problem, and I've been lurking here for over 5 years.

Edit: Incidentally, it is normal for ALL headsets to show "device locked" in the recovery screen. It simply means the bootloader is locked, which is the normal and intended state of the headset. It does not mean your headset is PIN‑locked, bricked, or unusable. It just indicates that the system firmware hasn’t been unlocked for developer‑level modifications.

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trevor607337

Participant

We were gonna try that but I went to the chat first to see what in the world was going on and she had to appeal his suspension but said it will take 2 business days. from what i read online is you can factory reset it but sometimes it wont pull up to be able to log into a different account which makes no sense. I also read if their accounts are suspended and we cant get into them again we lose every game they have bought thats linked to that account. :/

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trevor607337

Participant

Did you ever get a resolution and get your account back?

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