My debit card recently expired and when I tried to add the new card to my Metaquest, it would not allow me to do so. Looking back through the forums it seems this is a common problem going back to 2022 but I am wondering if anyone has discovered the solution?
I contacted Meta Support who initially replied with a generic message but that was nearly 2 weeks ago and since then (despite chasing), nada.
I’ve tried everything I can think of, multiple payment types (credit cards etc), different devices (laptop, phone, iPad), different network connections (WIFI, 5G, work network) and each time get a ‘cannot add payment method’ message. I tried PayPal and then get a ‘cannot connect to PayPal at this time’ message. I’ve rung the bank and credit card company, no blockages there so I am officially at a loss, Meta doesn’t reply to messages and my headset is effectively useless.
I am in the UK so I wondered if somehow UK payments are being blocked.
Hey there, @GratefulLizzie! Thank you for bringing this to our attention! We know how frustrating this could be, and we would like to help you get this resolved as soon as possible. We would like to invite you to send us a private message. This will allow us to gather some basic account information, enabling us to better investigate your account and determine the issue at hand. 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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Well, after several somewhat messages back and forth, turns out that Meta Quest Support ‘does not have the tools’ to help. I was told to email the email support team which I have done for the 4th time in 10 days and had zero response.
I have still not heard anything. I first logged the issue on Aug 7 and two weeks later, still no acknowledgement or solution. I cannot purchase anything on my headset.
Hey there, @GratefulLizzie! We appreciate you following up on this. It seems that this is something our team is still working on. As soon as we have more information, our team will reach out to you directly. Thank you so much for your continued patience.
If you're the author of a thread, remember to mark a reply as the Accepted Solution to help others find answers!
I have tried all of these things and none of them worked. My bank confirms there are no issues with my card but just to be sure, I have tried 3 other cards and get the same issue. PayPal does not work either, neither does trying a different device or network.
I have also just had a reply from the Support Team and it was in Spanish. Not sure why.
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Te habla Diego del equipo especializado de Meta Store Support.
Espero que estés bien y es un placer hablar contigo.
Te escribo para confirmarte que tu caso está siendo investigado ahora mismo por nuestro departamento de pagos y recibirás una respuesta lo antes posible.
Que tengas un excelente día y seguimos en contacto directo,
We would like to invite you to send us a private message so that we can gather some basic account information before we can move forward.
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.
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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