cancel
Showing results for 
Search instead for 
Did you mean: 

7+ days no response from support.

matt.r.263654
Expert Protege

Hi @MetaQuestSupport - calling out on the forum due to lack of response from both PMs to you and from e-mails on my support ticket.  

Am I safe to just factory reset the device and create new accounts?  I have seen posts indicating this might result in the device claiming that it is already linked to the dead Meta account.

I'm going to assume from the lack of response that the original account is simply dead, that the emails associated to it are similarly dead to Meta forever, and that we just have to start from scratch at this point.  We would just like to use the device at this point.

2 REPLIES 2

Rower740
Protege

Go for the master reset. I had to do that to get mine working again. Still having a saga that has gone on since Boxing Day to try and get an account re-enabled. In the mean time I reset the device and started again. You only lose locally saved data from the device. Not anything in an account. Unless that is if the account is disabled and then you can’t access any purchases. For me that is currently an app plus a sizeable gift card balance that were my sons Christmas presents. 

MetaQuestSupport
Community Manager
Community Manager

Hi there, @matt.r.263654! We absolutely understand the importance of getting these sort of account issues handled in a timely manner, and appreciate you taking the time to reach out to bring this to our attention. Due to a high amount of case volume at the moment, it may take a bit of time for us to get back with you within our normal response times. But no worries, as you are not forgotten and taking care of this issue is a top priority for our teams. We did take a look at that PM, and are happy to continue there with you to get to the bottom of that issue. Please get back to us when your schedule allows if you're still running into issues, as we'd love to work further with you on this! 

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

Did this answer your question? If it didn’t, use our search to find other topics or create your own and other members of the community will help out.

If you need an agent to help with your Meta device, please contact our store support team here.

Having trouble with a Facebook or Instagram account? The best place to go for help with those accounts is the Facebook Help Center or the Instagram Help Center. This community can't help with those accounts.

Check out some popular posts here:

Getting Help from the Meta Quest Community

Tips and Tricks: Charging your Meta Quest Headset

Tips and Tricks: Help with Pairing your Meta Quest

Trouble With Facebook/Instagram Accounts?