Other Troubleshooting

On the morning of 12/26/25, I received an email stating:Hi [User],[Child] can’t use their Meta account right now because of an issue with your account.To allow [Child] to regain access to their account, they will be able to ask another parent or guardian by January 25 to take over managing their Meta account.If [Child] doesn’t take action by January 25, their account will be permanently disabled and they’ll lose access to their apps and in-app purchases.Thanks,The Meta account teamThe email does not include any link for appeal or opening a support ticket.Here's the problem. My account shows no issues at all. Other than this email, I didn't receive any notification of suspension or any other problem for me to address. I don't even use my account for anything other than approving/denying parental controls requests from my child. They simply locked my child's account and left me absolutely no avenue for resolution. The kicker - I'm an only parent. There is not another parent to pass off F

Evening!Please help..Brother got Quest 3s for Xmas he is 13yrs in Australia. Now first issue as I (18+) am the parental guardian and have created a Meta Account and downloaded the Horizons app to allow permissions on certain games.One in particular is Bonelabs, we had trouble with no option to send a purchase request to me as the guardian. So I gifted it. He received the code and still had to send a request to allow access. But no option to ask to send access. Figured out to go into apps searched Bonelabs and I could allow access, Nope! Notification pops up that I cannot allow access to persons under the age of 18yrs as it is age restricted in our region. Well we have decided to get a refund with no luck with no option under my purchase on the Horizon app 3 dots give me nothing but details no refund options and Meta website says it cant find any purchases on my account to place a refund, my little brother technically cannot refund it as he hasn't been able to even accept the

I have tried everything to fix this and nothing works (factory reset, new account, exc.) I bought a 100$ meta cash gift card and redeemed it and can’t use that either. It just says I can’t purchase it and I should try meta support. There is no real meta support. Just an ai bot that says the same things over and over. There’s no agent or any actual person you can contact. So meta basically stole 100$ from me and there’s l way to refund it or get it back. It’s just stuck in my account that I can’t use. Great buissness model meta! Do not buy a meta quest it’s basically a fancy brick that litteraly steals from you.

I have one oculus and two profiles in my household.  Neither profile is linked to the other and the birthdates of each would not qualify as a child account.  However I am trying to send Quest cash to my  other profile and am getting the Cant Send Gift 'error'.  Recipient cannot redeem this gift.  Please select another gift or recipient.  I've tried sending the cash and having the other profile request the cash and neither is working.  The quest cash was loaded to the wrong profile in error and I would just like it migrated.  Im not sure how I can proceed with this.  I guess this would suggest something is wrong with the account I am trying to send cash to but I would not know what..  Please advise.  Thanks, Jerry

Got my child a physical Meta Quest gift card for Christmas and it won’t let me upload it to the wallet! I have typed in the code multiple times and still have had no luck! Please help!

My sons quest 3s has been working great for a year this morning topped up £20 asked for another £15 went to do it and now it won’t let me for some reason have tried at least 10 times any ideas have topped up with my same account many times before 

I need help!  My daughter got this for Christmas and I need help!  She’s able to play it, but I must not have things connected correctly!   I don’t see the promo for my 3 month free Horizon +.   I’m trying to app and it’s useless.  Is there a phone number to call? 

I have setup my parent account etc.I'm trying to setup my 11 year old, have provided the correct DOB and username.Next page it requests a payment method to confirm I'm an adult.I have tried 4 different cards and it will not accept any of them.I'm in the UK.Trying to get the headset ready to go for Xmas day!Is there another verification route?Help please.Thanks

Bought a meta quest 3s for my daughter, the quest was brand new sealed in the box and had never been used, during set up today, I am seeing it try to do a software update, reboot and the loop the process, I have tried a hard reset, I have tried a different network, and I have tried side loading the software, it says my device is not compatible, i have tried to raise a ticket to support and it says the form is not available in my region, UK, also when entering the Serial it says my device is not supporting, does anybody have a fix please or can link me to support.i did not buy this from the meta store, I bought this private so it is not linked to my meta account as I also have the quest 2   

My son wants to download gorilla tag, the account says he has sent me a request for me to approve and nothing is coming up for me to do so.

مش بيربط

Hi, thanks for your time. I have 2 vrs, a quest 3 that also has problems (if you have time please help at this form Help, My right controller has updating issues!! | Meta Community Forums - 1358757 ) and a quest 2. The quest 2 isn’t charging, and I don’t think the battery’s done for because it showed no signs. I lost the og charger and I just use random chargers. Idk if it’s the wing voltage or something but the lead works with other stuff but not this. Thanks

My daughter just got the Meta Quest 3S for Christmas, had and easy time setting up my account and hers, but now I am trying to get it to work to buy the subscription and it keeps giving me all these different error messages. I have been trying to look for answers but most of the answers aren't actually answers. She just wants to play it and can't. I have unlinked Facebook, card info, deleted app, and re-entered everything and that didn't work. Tried to get the Meta Pay to link both accounts and that wouldn't work because the one says pay is disabled, which I got a message on Meta the thousandth time I tried to enter a card that I had to do something, but it flashed so fast I didn't see what it said. PLEASE HELP!!! I am losing my mind and my daughter is upset cause all she wants to do is play this. Should I literally delete it all and start from square one? TIA! 

so im newish to vr and got a gift card for christmas. For some reason i am unable to use ANY method including my gift card funds to buy ANYTHING....games cosmetics ect... its very frustrating. 

Hello, Happy Holidays! I need help with my son’s account, as I just purchased his first gift card. We added it to his wallet? I see the balance is present, but how do I transfer this amount to one of the games. Such as #yeeps, or in general utilize his quest cash for his VR games? I greatly appreciate your help, and so does my son! Thank you! 

I had a suspension on my meta quest 2 but i got it fixed and when i go to http://www.metaquest.com/device and enter my email it says that it is incorrect. Meta please help me

So i am trying to get the Meta Quest 3 initial setup completed. The device is connected to the Meta Horizons app, but on the headset it will only display the "Finish Setup in Meta Quest Mobile App" dialog. Am i missing something? I have done several factory resets and let it update to no avail. Im not seeing any notification or prompts in the app either. Tried logging out/reinstalling the app as well.

Just how is one supposed to organise ones library?Meta has taken out all the options,organise,hide,update,installed etc

J'ai acheté un quest3s a ma fille de 13 ans. On ne semble pas avoir reçu de lien pour l'activation du 3 mois gratuit. Est-ce qu'elle doit avoir 14 ans pour recevoir le lien? Est-ce qu'il y a un moyen de l'activer autrement?

I set up a Meta Quest account for myself and added a child under 13 account. I'm trying to add an additional parent to manage the account and/or switch the parent over the child account. I can't seem to find directions on how to do this. The only directions I have found seems to be missing a step and so I can't actually initiate the process. Can someone explain how to do this? Thanks.

So I have a Metaquest 3S that I just got. Turned on the headset and I get the Meta logo that spins, followed by three dots and then a black screen with sound playing. I have went into the boot screen and tried to reboot device and also done a factory reset. It still does the same thing. I have the app downloaded on my phone and setup my account to the point of needing the 5 digit code from the headset but I can not see it. I went through the troubleshooting steps and they did not work so I clicked to get support but it tells me that there is no device associated with my account. This is because I have not been able to do the initial setup on the headset. So I tried to get support by using my serial number and it just tells me that Support isn't available for this device. I am at a loss. I tried to do the sideload update but I downloaded the Meta Horizon Link app on my computer but I can't get it past the screen that asks me to select a location for the download files. 

I just got the Meta Quest 3S and the audio is very muffled on the headset.  How can I fix this?Thanks!

I had to make a seperate account to post this thread...I can not log into my account because metas website will not send me my 2-factor code to my phone number. Any fixes?

Hi,I believe it's possible to set up a child's meta account and link it to my account with parent supervision.I've got so far as to enter his email address and name, but when I've entered his date of birth I'm getting the message:"Something went wrongYou aren't able to create an account based on the information that you provided."I'm guessing it's nothing to do with age, because even when I try a different birth year I'm getting the same message.The only solution I've got at the moment is to let him play VR on my adult account - which doesn;t really seem ideal.Thanks in advance

Hi,ich wollte auf meinem neuen PC Horizon Link installieren jedoch wird mein Passwort nicht akzeptiert obwohl es stimmt habe es sogar zurück gesetzt.die App meldet aber immer E-Mail oder Passwort falsch jemand eine Idee wie man das behebt ?