We bought the Meta Quest 3 for our son's 11th birthday in December. He was so excited to use it he set up the account with his own name and email address. There were no instructions in the box stating that a child needed a parent/guardian connected to their account. There are $200 worth of games we purchased for him on this account.
A week later my son's account was locked saying he will lose his account (and games) if he doesn't upload his ID. The Meta Quest 3 is locked and the Ipad App account is also locked. It is not providing an option to add a parent account.
It is now February and he has not been able to use the $700 MetaQuest for 2 months. We have 2x support tickets with Meta Quest support that just keep going around in circles and a new person responds each time which means we need to explain the entire thing over and over and answer the same pointless questions.
Today I got desperate trying to resolve the issue and uploaded my son's passport as a form of ID which was called an "appeal". It said it will be reviewed and if it is deemed he is not old enough his account will be permanently disabled. It does not say what age he needs to be or offer to link his account to a parent account.
My questions are:
- Why is a child who did not lie about his age when setting up the account allowed to set one up at all if they need a parent account attached?
-Why would they be allowed to buy games if Meta knows they will disable to account due to his age?
-Why is ID not required when setting up the account originally to avoid this issue?
-Why was a parent account not a requirement at the start?
- Why would we not be able to recover our son's account or recover the games since we have contacted Meta numerous times and offered to provide any and all forms of ID proving we are adults willing to supervise his account?
-Why is Meta taking $700 for the Quest 3 and another $200 in games only to lock someone out of their account and make the device unusable? And make it impossible to recover the account with endless back-and-forth unresolved support tickets? This seems like theft to me.
We are so disappointed that this device was supposed to be fun for our son and his friends over the summer vacation. We spent $900 for nothing and now school has gone back and the device is still unusable. Sure we can do a factory reset and start again but then we will lose $200 in games that were not even played. This also seems like theft. We have warned everyone we know not to buy the Meta Quest 3 due to the terrible and virtually non-existent customer service.
And finally if anyone has an answer- how can we resolve this issue and/or get refunded for the games so we can do a factory reset and start again
The same thing has just happen to my child, 1st thing I did was follow the advice on the help page to add me as the guardian and my son as the child but there was no way to do this!!, the only option was to upload his i.d which turns out will get his account banned and all of his purchases will go I guess, his so upset and I'm quite frankly pissed and stressed by the whole situation, I feel this is almost a deliberate act to squeeze more money out of our kids. Seems like theft to me!
Meta doesn't care, they are straight up just robbing people right and left. If you go through the forum, you will see NUMEROUS people posting about the same issue, myself included. Well over a month now into the process of trying to get his account back. No less than 15 "specialist" have emailed asking the same questions over and over. I've provided everything they've asked for, SO MANY times. Just to get passed to a new "specialist" EVERY. SINGLE. TIME. They know exactly what they are doing, stealing hundreds of thousands of dollars. I think they do it on purpose hoping people will just give up and create new accounts to buy the games they've already purchased again. Well, not happening here. He can have a $700 brick before I spend another penny on the thieving Meta platform. Who's to say they won't just lock the new account and steal that money spent as well????
We are in the exact same situation as you guys. Literally copy paste.
I've had emails back and forth with 12 people at Meta asking the same questions over and over and telling me that the "specialist team" is ACTIVELY looking into my case. But NOTHING happens
There is no "Unlock". It may be easier if Meta just said this but they don't. If you want your money back request a refund through the chat team. If you want to use the device again follow the steps below and make new accounts.
The struggle is real. I have the exact same issue, support chat even say there is nothing you can do. I could not escalate the case or get refund for purchases.
This is theft, when there is a class action suit I want in. They deleted my daughter’s Facebook account because I tried to navigate their mine field. We are the parents, if I can prove who I am and that I am the parent I should have the final say for what is appropriate and how I want to run things. Our family all live overseas, and Facebook is how our families stay in touch. Our daughter never even knew she had a Facebook account and they deleted it. Now we are in the same boat with my son’s because we got him a meta quest.
