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Cannot receive confirmation code

krill1408
Explorer

Hello,

I am very frustrated of meta support but I'm not giving up.

Here is my context :
I logged out of my account, I forgot my password so I tried to ask a confirmation code to be sent to my email but I don't receive it. I started dealing with Meta helpdesk on the 7th april through case number #06914275 and it's still not resolved. I have been trying to get my case resolved with them for a month and I'm very tired not getting my problem fixed.

The problem I'm facing :
- Cannot receive 2FA code to my email account, it is impossible to get it myself.
- The META support sending me confirmation codes (8 DIGITS instead of 6 !) that will not work (I keep telling them it doesn't work but they persist with it).

Steps I'm following :
- Land on auth.meta.com
- Click on "continue with email" and enter email
- On "Check your email" step it asks me to enter a confirmation code, cannot receive it. I'm stuck there.

What I cannot do as a workaround :
- I cannot use facebook, my account is unrelated
- I cannot used instagram, my account is unrelated but share the same email. It tells me I would need to create another account linked with instagram but that has a different email.

Many times, the support sent me confirmation codes or 2FA codes I don't understand, they are 8 digits ? So despite my attempts to enter them I get limited to 6 digits. Of course it doesn't work.

krill1408_1-1715197410592.png

(Translation : Paula sends me a code to use of 8 digits.)

krill1408_0-1715196804859.png

(Translation : Login Failure. Your email or password is incorrect.)

Other thing that I tried with those codes I received : Put them as password. Not working.

What I've done on my side :
Looked thoroughly in my spams, junks and nothing in my email.
Tried different browser on desktop + phone
Tried private mode on browser to clear cache

What I dealt with the support which FAIL to help me:

- Case number: #06928889
> Verified with the support my account by telling them my HW Device, Lasts 4 numbers of my credit card and username.
Ticket is apparently closed because the issue is being handled on the second ticket.

- Case number: #06914275
> Did the dumb first steps like checking if it was not my browser or spams to give them confirmation it is not on my side...

> Verified my identity with an official ID Card
> Been stuck in a loophole of telling them I need to enter a 6 digits code but they keep sending me 8 digits ones.

What I think would be the best solution :

- Tell me how to proceed so I can send you a different email that you could change on my account so I can receive my future confirmation codes
- Meta redeem my account's value in a gift card (equal or more) so I can enjoy playing again on a different account
- Change my password manually and send it to me however this won't fix my email verification code problem

I would be looking for a way to communicate in PMs if possible for a better communication between us, that would be extremely appreciated because I am wasting so much time with Meta.

 
1 ACCEPTED SOLUTION

Accepted Solutions

krill1408
Explorer

Hello,

After so much time spent with the meta store helpdesk (from : meta.com/fr-fr/help/support/). They really struggle at this problem.

However the helpdesk from here solved my problem really fast.

The solution was for me was to send them a different email account through private messages and from there I could receive confirmation codes.

Thank you very much !

Goodbye

View solution in original post

5 REPLIES 5

MetaQuestSupport
Community Manager
Community Manager

Hi there, @krill1408! We definitely want to do our best to get you back into your account and properly VR gaming on your headset, so we'd love to look further into your Meta account! When you get a chance, could you please send us a PM? You can select our name to get to our profile page, or click here. From there, click "Send a Message" to privately message us! Keep in mind, you must be signed into the community first to send us a private message. We're eager to hear from you!

If you're the author of a thread, remember to mark a reply as the Accepted Solution to help others find answers!

MetaQuestSupport
Community Manager
Community Manager

Hello, hello, @krill1408! We're checking back in to make sure you were able to successfully log into your Meta account without running into any further obstacles. If you still need assistance, please don't hesitate to send us a PM right here. We'll always be happy to hear from you! 

If you're the author of a thread, remember to mark a reply as the Accepted Solution to help others find answers!

krill1408
Explorer

Hello,

I am still unable to log in.

I received from yesterday a message from the MetaQuest Store support telling me to "wait 24 hours before retrying" and to tell them how it is going.

I do not know what they have done to help me on this 5th attempt. I was not given information but just to wait and retry... 😕

I did wait 24 hours as just now and told them nothing surprising happened. I am still not receiving a confirmation code when asking by myself.

krill1408
Explorer

Just to mention, I am making this post from a second account.
I have sent you more information about the account I'm trying to log back in.

Thanks

krill1408
Explorer

Hello,

After so much time spent with the meta store helpdesk (from : meta.com/fr-fr/help/support/). They really struggle at this problem.

However the helpdesk from here solved my problem really fast.

The solution was for me was to send them a different email account through private messages and from there I could receive confirmation codes.

Thank you very much !

Goodbye

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