Cannot conect quest 3 to account.

[susanne.b.957700]

Have set up parent account and added 12 year old sons account. Have verified via bank and everything seems fine , except when trying to add the headset via the 8 digit pin it won't connect, keeps saying invalid code and this has been going on for nearly a week, cannot use the headset for anything, other than generating the code.

[MetaQuestSupport]

Hello there, @susanne.b.957700! We want to ensure that the headset is set up so that your son may continue their VR experience. With the code not being accepted on the website we would recommend going through the steps below:

• Clear cache and cookies for the browser
• Use a different browser
• Try through private/incognito browser
• Use a different device connected to a different network such as a mobile phone connected to mobile data

We hope this helps, and please let us know if you still encounter any issues.

[susanne.b.957700]

Nothing works, now when logging into sons account, instead of going directly to the enter 8 digit code page it now goes straight to upload photo id, which can't do as when I go to do it all it says is feature not working pr words to that affect.  Don't understand why photo I'd is required as its a pre teen account hence why had to go through all this parental control stuff, even though had it since December 23 and worked fine upto now. Just a £500 paperweight at the moment.

[MetaQuestSupport]

Thank you for your follow up. We're happy to look further into this for you, but we'd need to speak with you in private so we can ask for some account information and dig deeper into this. Click here to view our profile and send us a message and we'll be happy to get to the bottom of this.