09-07-202405:28 AM - last edited on 09-09-202407:11 AM by LaserDisk
Hi need help! My son's account was disabled over a month ago now. I had a support ticket logged (07288624) which was initially resolved without anything being fixed due to scripted responses and not reading my messages properly. I managed to keep the ticket going and got some replies but nothing for over a week. I set his family managed account up a while ago as a 13 year old so he could the quest..even though he wasn't. He is turning 11 next week so should still be able to use the device. The email he got initially suggest I should be able to correct his account ( he obviously cannot verify he is 13 as he isn't). I have no option to do this..and since support got involved the supervision and family center option on my account no longer works! I get an error (something went wrong). Please can someone assist us getting my son's account sorted asap as this has dragged on forever. I requested this be escalated but iv heard nothing.
We have contacted our account team regarding your open ticket, please keep an eye on your email inbox for their correspondence and they should be in touch soon to see how they can assist you in resolving your issue.
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09-10-202402:19 AM - last edited on 09-10-202402:20 AM by KaminasWife
Thanks I actually heard from someone from Meta support yesterday. Unbelievably they requested that I verify his age again which I can't do as he isn't 13! This is literally driving me insane.
I see you are having an issue with your son's account being suspended, we'd love to look into this issue for you.
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Meta Quest Support
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One of things they asked me try was access the family center via online (rather than the app). Unfortunately I get an error but they suggested I could revert the age there. Could be worth a try assuming you aren't experiencing the error as well.
So it's now been 6 weeks+ since my child has been able to use his occulus. After posting here I got responses regularly asking me to try different things. Nothing has worked and I haven't heard from anyone since 12th sept (it's now 18th). Iv been told my son's account is irretrievable, iv been asked to verify multiple times, iv been asked to do various things in family centre online and via app, iv sent screenshots of all the errors, iv been asked to set him a new account (I can't his email is linked to the disabled account), iv been told I can change the age of the account in family centre (which I cannot access). Iv been going round in circles for weeks and now it seems meta have run out of ideas and iv been left in limbo...again! I'm a whisker away from resetting the devices, cutting my losses and selling them. To think I was going to get him the new one for his bday this week!!
Hey again @MouseHole2015, we're deeply disheartened to learn that you have not been able to get access of your son's Meta account even after multiple solutions from Meta Support and we highly appreciate your patience with us as it has been more than 6 weeks since you have been facing this issue. We here at Meta Store Support are working extensively to improve services for our customers and provide the most apt solutions without any delay. In your situation, we suggest you to create a new Meta Account for your son using a new email and we hope you can resume your VR journey with your loved ones.
Feel free to get back to us for any further assistance!
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Hi thanks I appreciate your response but setting him up with a new email account just to play his occulus shouldn't be the answer here. Metas whole process around this is broken. Meta needs to sort it out, not place it back on the customer...what sort of answer is that!
Hey again @MouseHole2015, we could see your ticket is currently in progress with our support team and request you to keep an eye on your emails for any further response from our team. Again, we're disappointed to learn that our customer services has not been par with your expectations and we highly appreciate your feedback and patience with us.
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