My Oculus account was permanently suspended about 3 weeks ago. This message told me to contact Meta support. No reasons given for the ban. No emails from Meta on the subject. I recently bought a 2nd hand Quest Pro from the original owner and played for a week before the ban. I submitted a ticket through Meta support and did not hear back after several days. So, I submitted another ticket hoping that to do the trick. This time I had an automated email asking to fill in some info for a problem with a Facebook account. Huh, well, Facebook and Meta are married so I filled it out and even attached a receipt from the original headset buyer just in case Meta believes my headset is stolen. Nothing back on that. Next I found other users with similar issues who obtained help through a FB appeals email address, so I sent them an email with my credentials and issue. Nothing came back.
Going through week 3 without anything new. The problem is that Oculus Airlink no longer functions without the account. So, im locked out of my games library. An enormous problem is the lack of support via Meta services. There are no phone numbers, no Meta email addresses, no messaging function through FB, etc. I did find that I could make a forum post here... with an account. Mine is banned. I went ahead and used my work email to create this account linked with my FB account (my banned account was not linked to my FB profile. If it had been I wont what would have happened) to post this in the forums. Could be against terms, didnt check the particularities of owning two accounts with two separate emails but whatever, might be one of my only shots to get my Oculus account unbanned or at least understand the reason behind the ban.
Please help Meta. For such a mega-corporation I would expect them to send users reasons for blocking them from using their products/experiences. Im sure this was a big mistake but the lack of support is unacceptable. Do humans work there?
Hey @OriBird! We were looking through the forums and saw this account suspension issue you are facing. We definitely do not want our users to feel as though they are not getting the support they need, and how immensely this can hinder your VR experience. We would love to help you out with this, but would require a bit more information.
While we want to protect our users from potentially sharing any personal information regarding your suspended account and support history information, we want to invite you to send us a PM. Please select our name to get to our profile page, or click here. 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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Update: After a few days of private messages between myself and Meta on the forums, it is now an ongoing support ticket via the email of my suspended account. These next events transpired over a week or so. During the email discussions Meta had me send the headset serial number and asked me to view an email they sent when my account was suspended. That email basically told me it was suspended and said I broke community guidelines and/or terms. This email did not contain any reason and I sent a picture of that blanket email to Meta, again I asked for a reason for the suspension. Meta responded "my case was brought into the teams attention" (why did this not happen months ago?) and that the reason for suspension was "The headset that is registered to your account is part of an investigation launched by another customer." I was then asked for proof of purchase.
So, as of this post, I have emailed a receipt of purchase from the original buyer as asked and have been waiting 8 days for an update or a human to see the email. I have an issue with Meta explaining that it is part of an "investigation by another customer". Did someone randomly report my headset? I know the original owner and they didnt report it. My theory is Meta automatically reported the headset when it saw another account using it for some time. My issue is that there is/was no investigation and no other customer involved here. If there were an investigation with this headset, I or the original owner should have received contact from Meta relating to it, no? Getting this far with Meta's support took months and an alternate account to even reach them. My problem has yet to be solved.
I'm curious, did you ever get a resolution on this and how long did it take after you sent this proof of purchase? I'm dealing with the same crap now but in my case I bought a "new" quest pro from Walmart but apparently it came from a third party seller and was reported stolen after I used it for a week or so. I sent the proof of purchase Sunday and still haven't heard another word after that not even a canned reply to that email.
Hey there. Here is the followup! Meta contacted me that day, 10/12/23 (most likely because support viewed my 10/12/23 post on this forum chain). The holdup for eight days was due to Meta not receiving my email with the original buyer's receipt attached. A human support tech reached out via email and informed me it was a technical error on their end that the email did not show my attachment. I resent the email with buyer receipt and the support tech next day, 10/13/23, reported he received it and the issue can move to their "higher-specialist team". 6 days later on 10/19/23 my account was un-suspended. In all, it was 11 weeks from problem to solution. Maybe since October 2023, Meta has improved the way they handle support tickets but messaging on this board with a second account was the only way I found after research online to solve this issue. It did work in the end so there's that.
So, moving forward, if you place a support ticket through the general Meta support, expect a long time until its answered, if at all. I submitted a ticket and after a week or so, sent a new ticket about the same issue. I dont know if that is a good way to work with Meta's system. It might be better to wait longer for a response because it potentially puts your ticket to the bottom of their list. Looking back on the past account suspension issue, 3 months to fix an issue like this with the hardware bricked and unusable is not acceptable. I apologize that I dont have more helpful information and hope your suspension will be solved soon!
Well, the good thing I'm seeing from your post at least is it took 6 days once it reached the specialist team with the receipt. I'm already on day 2 of that lol so fingers crossed.
But I'll say I don't think even 1 day is acceptable. I immediately provided the proof of purchase they asked for. Right now I don't have my account and have a $1,000 brick sitting on my night stand.
