My grandkids used my quest 2 before Christmas and have since gotten their own headsets. I was asked to submit ID to prove my age which I have done. Everything I read said that the picture, DOB and expiration had to be clear. I taped over my drivers license number and address. I have submitted multiple times but keep getting a declined email without any information as to what specific information is missing. My picture, DOB and expiration date are not blocked and clearly visible. What other information could they possibly need to verify my age? Has anyone else successfully verified age without having to provide the sensitive information? I'm concerned because too many companies are getting hacked and I don't see any reason that that portion of my ID is necessary.
Hi there, @suzuki11! We understand your concerns about protecting your identity as much as possible when submitting your ID for the appeal process. We noticed you had another post on a separate thread. We would like to provide the suggestions once more here, just in case you may have missed them.
Some reasons your ID may have been rejected are:
Bad lighting
Ensure the information is fully visible with no glare or other obstructions in the photo.
The system may automatically reject the ID because it thinks the tape is a form of digital modification.
To help ensure that IDs used for identity confirmation are real, we use both manual review and automated systems. We may also partner with trusted service providers to confirm your identity. This helps detect and prevent risks such as impersonation or ID theft, keeping you and our community safe.
For the best clarity, we recommend trying black or blue strips of tape due to their visibility instead of white or clear strips.
If you're concerned about the safety and security of ID submissions, we recommend checking out our page here for some reassurance!
If you're still unable to submit your ID, have you found any success in submitting any other of the approved and accepted forms of ID? If you still can't submit any form of ID without it being rejected, we'd love to have our specialist team review what might be going on! We'd just need your full name, along with a good contact email from you, to get started.
Please let us know if you have any further questions, concerns, or come across any other issues.
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I too am having this issue on my daughter’s account. I have uploaded her school ID everyday this week and it is still being rejected. I did finally get a notice saying accepted but then it was rejected again. Can you please fix this?
Hey there, @Nay20112! Thanks for reaching out to us! We understand that you're contacting us about a Meta account that may have been disabled for violation of the Meta Terms of Service. While VR can be a lot of fun, the creation or use of any Meta Account by a person under the age of 10 is a violation of the Meta Terms of Service. A customer aged 10-12 years (or 10-13 years if in South Korea, Spain, or Quebec) must have their parent or guardian create a Parent-Managed Account for them to access Meta Quest 2 and 3 devices.
We regret to inform you that we aren't able to assist you with the disabled account. However, you'll have received an email notification about the account that includes instructions for an appeal process if you feel that this account action has been in error. Please utilize the appeal process outlined in the email to address your account issue. If you don't see the email in your inbox, please check your spam or junk mail folders.
We want to make sure that you're receiving the best assistance possible, so if you aren't able to locate that email, send us a PM due to the potential of dealing with private and sensitive information. It's important to remember that you have to be logged in to the community before sending us a private message. To access our profile page, either select our name or click here! Next, click 'Send a Message' to private message us.
We wish you a wonderful day, and we'll be here to provide further assistance or answer your questions!
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thanks for the reply. She’s 13 years old, I just created an account for her and I setup my account as the parent. I have submitted her IDs everyday for the last week and it keeps getting rejected. I did finally get one email saying it accepted but the next day it went back through the age verification process again. I don’t know what else to do, she only has her birth certificate and her school ID both of which I uploaded and taken numerous photos of with no resolution. I have until April 20th to get her account verified but I don’t know what else I can do. Any help would be appreciated.
Hey there again, @Nay20112! We appreciate your quick response! Thanks for providing a more thorough explanation of the issue you're experiencing trying to upload your daughter's ID. Your explanation indicates that you're verifying your daughter's ID in the correct manner, so we're not sure why it's being rejected.
Once the ID you submitted has been received, do you receive any specific display messages or error codes? What happens when your daughter's ID is rejected? What do you see?
We kindly ask that you send us a PM with your answers! Please see our previous post if you need help sending a PM. Thanks in advance!
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Hey @Nay20112! It's been a while since we've heard from you, so we're checking in to see how everything's going! We also want to provide you with a little more information about Ensuring Age-Appropriate Experiences on Meta Quest. If there's anything that we can help you with, please don't hesitate to respond!
If you're the author of a thread, remember to mark a reply as the Accepted Solution to help others find answers!
I sent a PM but trying to reply is saying that I reached max attempts for PM but this is my first reply and further I created a new message and got the same response. Can someone please reach out directly to get her age verified? It shouldn’t be this complicated.
Hey there, @0Uzi_DoorMan0! We understand you were encountering some trouble with sending another message through PM regarding the other account. Certainly understand wanting to get this resolved as quick as possible so that the account can be accessed once again. We have verified the PM was received from our end and look forward to assisting. For the too many attempts error we recommend waiting for a time before attempting to another message. Should it continue please get in contact with our support here.
We appreciate you contacting us and hope that you have a great day!
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