In 2022, I created a Meta account for my Meta Quest 2 I bought back then. At that time, I didn't know anything about parent accounts, and all members of my household used the same account. As a parent, I felt it was my responsibility to watch over the games my kid played, and not Meta's. I kept a close eye on it and it was either Beat Saber or Gorilla Tag (both are quite innocent and fun games).
Recently on July 30, I received an e-mail from Meta to provide my date of birth in order to keep using my account. To protect my kid from harmful games, I made the mistake of entering the age between 10-12 years. This is where things went downhill.
About halfway through the age confirmation process, I realized that I could lock myself out, because I only had one account. When I tried to go back in the browser, my account was already listed as a child account. To get it back to the 13+ age, I could either do a temporary payment or upload my ID. I tried both, several times. Unlocking the account using a payment didn't work. I tried about 4-5 times, but each time I got an error message saying that my payment method couldn't be added, probably because I already have my credit card linked to my account.
After that, I tried uploading my ID. For the first 2 attempts, I uploaded high quality pictures of my drivers license. Both were rejected without a clear reason. Recently, I uploaded an excellent quality picture of my passport. That was also rejected without a reason. After doing this, I suspect that the information on my IDs didn't match with the information I entered while creating the Meta account.
I have trust issues providing commercial companies with sensitive personal information, so I probably didn't enter my actual DOB back in 2022. Now, I've provided one of the largest commercial companies in the world with very sensitive personal information (which they could hold on for a whole year!). It frustrates me that providing that information didn't solve the issue.
Over the past 2 weeks, I've contacted Meta Store Support multiple times using the support form on meta.com. All I got are somewhat scripted answers to just try and re-upload my ID. They don't respond to any of my replies to their initial answer. I now have 2 separate support cases which are probably already closed by the support representatives.
The name on the credit card that's linked to my account corresponds to the IDs I provided.
I know I'm not the only one here. There are quite a few similar cases here on the forums. The process had to be thought out better. I reckon there are more cases like mine, but people just give up after some time because they don't know where else to go.
All I want is to regain access to my account, add a second account for my kid and set up parental controls. That's all. I really hope @MetaQuestSupport can help me with that asap. It's been more than 2 frustrating weeks already since my account is blocked. Any actual help would be greatly appreciated
We are very sorry to hear what you have gone through, can totally understand how much frustrating it can be for not been able to use your own meta account but don't need to worry we will try out best to resolve your query as soon as possible.
To better understand your situation could you please reach out to our private message, we need to take some confidential account information to proceed further.
Please select our name to get to our profile page, or click here: https://metaque.st/CommunitySupport. 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.
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Today, it's been a WHOLE month since my account is locked. I've had replies by several 'Support' representatives (Finn, Christopher, Sally, the list goes on) and all I get to hear is to resubmit my ID. My case hasn't even been read through before being 'handled'. I'm SO fed up with this! How hard can it be to lift the age lock from my account?!?!
The account has MY credit card linked to it. I've purchased many games using that CC. How many 10-12 year olds do even HAVE a credit card????
We haven't been able to log in anymore and my daughter is devestated she can't play with her online friends anymore.
I've explained the whole situation over and over again to the 'support' representatives, who just answer with the same scripted answers. I'm not even sure if I'm conversing with REAL individuals anymore.
Every few days, I get an email saying that I have x days left before I lose my account and I'm like 'YESSSS I KNOWWWW FFS!!!!'
It's getting more and more difficult to stay polite at this moment. I'm SO pissed off. My greatest regret is that I bought a device that uses Meta as its platform.
I've never been so let down by any support department ever before. It's a huge disgrace to Meta.
We understand how frustrating this can be when you've no access to the account. We appreciate your patience while this case's being currently looked into by our specialized team. We'd recommend you to keep an eye on your inbox. While this being looked into, we'd recommend you to try verifying your age by providing alternate IDs. Please note that reaching us on multiple support channels would further delay your issue we've been working on. Thank you for your patience.
If you're the author of a thread, remember to mark a reply as the Accepted Solution to help others find answers!
Aaaaand it got rejected again. Probably because I entered a different DOB while creating the account back in 2022. How does a library card even count as a valid ID, but my official driving license or passport gets rejected every time?
This creates opportunities to create a fake ID. Who in the world checks for the authenticity of a library card?
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