My case was opened on May 26 and we are still waiting for a resolution. A brief summary is below.
June 9, was advised that the issue was being sent to the "account department team for further processing" and we should have a response in 7 days.
June 13, after asking to speak to someone to help Meta Support better understand the problem as they kept asking for the same information already provided and the asking us to preform the same troubleshooting steps we've already taken, we received a response of "we are not able to provide a support via phone call as we are experiencing a system upgrade at the moment" and was told to wait 7 days for a response.
June 25, we received, "sending this off to our specialized team for further review you should receive an email within the next 24-48 hours." - No response yet.
So today, July 5, 40 days after opening the support case we still have no resolution or response.
Is there no escalation process in the support department? Is there no support agent that can follow through on their promises? Do they even have the tools, resources and training to do their jobs?
I'm hoping someone see's this and can get us real help. Sending another email (16 sent so far) and waiting another week is unacceptable. I have a very disappointed 12 yr old boy who just wants to play online with his friends.
i could deduce this is an underage player that can’t talk to friends in Gorilla Tag without making monkey sounds or is unable to join friends in public lobbies. But that’s taking a shot in the dark.
It be an id issue or a problem with adding the player’s account to a supervised one.
Either way, more context could help non meta staff point you in the right direction.
I know just enough about tech to look like I know what I'm doing.
The "problem" is we are getting no help from Meta Support but the issue which we are dealing with is below.
Original Account used with the headset was my (parent) account that switched to a child account. I have a new parent account. I followed the steps outlined in the emails leading up to the age verification for the child and parent account and everything was working until May 26. When trying to login to the headset with the child account, we get the prompt to enter the code and the code doesn't work. The "child" account is being asked to upload ID for age verification online. Since our son is 12, he has no ID and even when we try the link to upload an ID, "sorry something went wrong" shows on the page as an error.
It sure seems like something is flagging our child's account as an adult still (thus asking for ID) and when asked to upload ID it see's it is a child account and thus throws the error. I don't think this is something that should take this long for Support to resolve, as it is entirely on them, and I don't think non meta staff can help other than point me in the direction of where to go to escalate the issue, if that even exists.
Hello, @Hereforthecats! Thanks for reaching out about this! In order to best assist you we would like for you to send us a private message, so that we can take a better look into your account and also gather some basic account information from you. 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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Original parent account that transitioned into child account is the one with problems. The original account had all purchases, progress and items on it. New Child account didn't have much that I can recall but I also can't seem to find that information. Current parent account working fine. I believe all purchases, progress and items would be lost if we create a new child account so we have not considered that solution. If all that can be moved into a new child account I would be happy to do so. Looks like we got a reply from Support so I'm hoping we can make progress there. Thanks.
And the saga continues...... We received 2 emails today from Meta. The first telling me my case was resolved and the 2nds with instructions to resolve my issue. These are the same instructions we've received in the past 30+ correspondences with Meta Store Support. I can't believe they closed my case without waiting for confirmation the issue was resolved. IT ISN'T!!! It's still the same issue since the beginning. There zero sense of urgency from Meta's end. We have been more than patient and accommodating with their troubleshooting. We've asked multiple times to escalate our case and the address for their executive relations. We are getting absolutely nowhere with this. Today marks 2 months since I submitted my case.
My son got his headset for Christmas. He has spent hundreds of dollars of his own money on games, feature packs and mods. We are so disappointed.
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