Participant

Question

Son locked out of account and asked for ID

11 replies
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Hi all,

having no success via the support email I thought I’d try here.

My son was recently blocked from his account as it claimed he wasn’t 13 and needed to provide ID. He doesn’t have ID but before I even get to that the page requesting ID to be submitted doesn’t work - I click the button and nothing happens, I’ve tried on a browser and in app. No joy.

Has anyone had any joy with this? He’s also vanished from under my account page which I previously used to manage his profile.

He recently has a birthday so I don’t know if that’s the issue, or that he did the dot passcode and was unable to log back in because of that particular error, but any suggestions welcome or should I just accept the account is lost along with the games on it?

MetaStoreHelp

Community Manager

Hey there VexedAxolotl!

We hear your son is having some account troubles and that you're unable to provide ID due to the page requesting it not working properly, that's of course not ideal so let's see if there's something we can do to fix that.

Now you mentioned that you're already in contact with our email support team, correct? If that's the case, have you mentioned to them that the page is not working as well as that your son doesn't have an ID currently?

If you haven't, then we'd highly suggest advising our email support team of the current circumstances that you're facing, so that they can look into this deeper and help your son get back into his account. As for the page not working, could we quickly ask if you've attempted some of the following:

Have you tried with a different browser than the one you've already tried?
Have you tried on a completely different device (PC, Mobile phone etc...)?
Have you tried with a different network ( mobile data or other networks that are available to you)?

We'd suggest giving them a shot if you haven't already, as they may just get the page working as it should.

Now, we of course don't want your sons account to be lost with all the progress and games that he's already purchased there, so we're ready to do everything we can to help get his account back. Since you're already in contact with our email team, we'd suggest keeping in touch with them, as they have all the resources needed to make the appropriate changes to get your son back into your account. On the other hand, if you're looking for an update on your ticket, then you can always drop us a quick private message by clicking here or by selecting our name to get to our profile page. From there, just click on " Send a Message" to privately message us! Please remember, you must be signed into the community first to send us a private message. We'd ask you to private message for an update as we take privacy very serious and don't want to share any private information publicly.

Thank you and we hope we were able to help you out, if we can do anything else for you, just let us know here or send us a private message.

In the meantime, have a great day!

If you're the author of a thread, remember to mark a reply as the Accepted Solution to help others find answers!

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VexedAxolotlAuthor

Participant

Thank you - yes the support team are aware of all these facts. I have tried different devices, browsers and connections but for all of these the issue remains.

I was told two business days and we are now beyond that, I am promised a response soon but wanted to see if others had similar experiences

MetaStoreHelp

Community Manager

Good to hear that our team knows everything that's going on! Since you've already tried the steps for the page without success and our team is aware of what's happening, the best idea would be to wait for an update from our email team. However, as it's already been past the two business days that was mentioned we'd be happy to check in on your ticket for you if you want, just send us a private message and we can have a look to see what is happening.

Wanting to know if others had similar experience is of course understandable, for that we'll let our community take the lead since we can't speak for other people that may have faced the same situation. On a side note, we do want to mention that our email team will do everything in their power to help get your son back into his account, so that he can continue his virtual adventures soon.

Thanks again and we hope you have a wonderful rest of your day VexedAxolotl!

If you're the author of a thread, remember to mark a reply as the Accepted Solution to help others find answers!

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VexedAxolotlAuthor

Participant

In case anyone comes across this via search - the current situation some 19 days later is exactly the same, I have been around and around with Meta support via email and it has been escalated three times but each time it comes back with the same outcome - asking for ID that a 13 year old does not hold.

I have provided, some of these more than once:

Account email
Parent email
Username
Serial number
Billing verification
Screenshots of the error
Confirmation that the built-in “Upload ID” function is non-responsive on desktop, mobile, and app

And then end result always comes back to ID.

I am asking two questions currently that are unanswered (as apparently it's impossible to roll an account back to a child account and be under parental supervision - although that was previously fine):

Without an ID the account is lost and games that have been legitimately bought will be taken away?
Can the games be transferred to the parental account that this locked account was linked to?

The support team use the same script over and over again, and the names may change but there is not progress.

I am sure the only resolution will be to create a new account and re-purchase anything, but if the ID is flagged again I will encounter the same issue. It may be that I can order replacement birth certificates, etc - but I think if it's that important to Meta, then they should request it at sign up.

There is also the fact that I am not sure I want to be sharing ID documents with a service that is unable to provide a definite answer. If you can't help and ID is essential, then say that up front and clearly.

Choleni

Honored Contributor

Hi VexedAxolotl 🙂

VexedAxolotl wrote:
asking for ID that a 13 year old does not hold.

You should be able to verify his age by a birth certificate, so he won't lose his account...... it's one of the by Meta accepted methods.

Types of ID that Meta supports for ID verification

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VexedAxolotlAuthor

Participant

I have to order a replacement birth certificate as his was lost in a fire. So I don’t currently have one.

I also have a slight concern that they want me to provide this document via email, not a secure service (the upload ID button doesn’t work for me) but the first problem is that we don’t have anything to hand to prove it.

steve40

Honored Contributor

You need to set him up as a child, using parental supervision.

you will need your own (adult/parent) Meta account for the Quest headset.
you will need to factory reset the Quest, then set it up using your adult account
you will need to use the Meta Horizon app on your phone to set up a supervised child account using the Family Centre feature (look in the ||| hamburger menu in the app).
you may lose access to any games previously purchased on your son's old account. You'll have to contact Meta support to see if they can transfer or credit those games to your son's account or your parent account.

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VexedAxolotlAuthor

Participant

He was on one of these but with his birthday it rolled onto the next setting which seem to have caused all these problems.

I have asked meta about rolling his account back to this but they are unwilling. So purchases will no doubt be lost and he’ll have to repurchase things and accept his save progress is gone.