Child/teen accounts not working

[Daeloth]

Just got a Quest 2 for my family.  I set up my account as the admin and both my kids created teen account which I added to the headset and set up parental supervision on.  Neither child account works.  When they try to switch to their profile, they get a screen saying "Something went wrong" and "get new device code" or something like that.  If we just try to ignore that and open the app library, nothing shows up there (I have app sharing on) and they can't access their profiles from the headset to edit their avatars and such, just shows a constant loading animation.  My IT brain kicked in and I thought to do the classic turn it off and on again thing by removing their profiles and then re-adding them, but when I try to remove them, it just repeatedly says "something went wrong".  If they just have to use my profile for everything, so be it, but I'd like to be able to use the multiple profile features of the device if I can.  Help?

[SkinYaGood]

I have created my account on oculus2. I created my sons account also. Both show on the app. Unfortunately I cannot get the oculus to show the child account either. That means he has to play on my account which is not ideal. It seems Meta don't actually give a stuff as they just don't reply. I have 2 posts asking for support and a support ticket still unanswered. 

The oculus 2 is amazing for what we can use but dreadful on support. I wish they would just provide a step by step guide to setting up main and child accounts. 

Sorry I can't help but hopefully the more that reply, the more chance we get help.

[SahdowHawk]

Yes, I agree Meta doesn't give a flip about support. I contacted them Christmas Day eve and i had to re-email them on the 29th because I didn't get anything but an automated response to my request saying they'll respond in 24 hours. after another immediate automated response saying now 48 hours, well, they did get back to me on the 29th, but it was just a rehash of a possible "solution" that I had already told them I tried before sending a TS request in BOTH my initial emails to them. In fact, let me share their wonderful TS:

Dec 25th:
"Hi *****,

Thank you for contacting Meta Quest Support. Support case #06510617 has been created for you and an Meta Quest Support team member will be in contact within the next 24 hours.

In the meantime, if your Meta Quest device is having issues with the audio, slow loading, getting connected online, or downloading games, we recommend using the free RouteThis Helps diagnostics app on your mobile device to troubleshoot Wi-Fi or connectivity related issues affecting your Meta Quest experience.

Accessing and using the RouteThis App:

Download the RouteThis Helps app: open the web browser on your mobile device and navigate to: getrt.co/oculus2
Open the app and enter your access code: FBRL
Follow the steps on our support site to initiate a network scan in the app and find other helpful troubleshooting steps here

If you're able to resolve your issue using the RouteThis Helps app or support article, please respond to this email and let us know so we can close your case.

Need more assistance:

If you are still experiencing issues after using the app or could not access the app, please respond to this email with:

Your Meta Quest device serial number
Your RouteThis key code (located at the top right corner of the app)
If you couldn't access the app, please let us know that you couldn't complete the network scan along with a detailed description of the current issues you're having with your Meta Quest device.

Providing this information will help our Meta Quest Support team members expedite the troubleshooting process.

We appreciate you for taking the time to contact us today and thank you for giving us the opportunity to support you.

Thank you,
Meta Quest Support"

My issue is with Account setup, not connection. I can connect fine, and I can setup any other account (Adult and Teen) but a child account, which only returns a blank screen after adding her.

Re: Dec. 29th:
"It’s been well over 24 hours since I requested support. RouteThis will not help because this is a software issue, not a connection issue. My youngest got the Quest 2 for Christmas and has been having to use my account to play because her account won’t get past a blank screen. All other’s, including a monitored teen, setup fine, just the monitored child account won’t. It initially set up when she was the admin account, but I couldn’t upload games that I purchased for the family. So I had to make my account the admin. But that seemed to cause this glitch. I have factory restored the unit several times to no avail. The only thing I haven’t done was to re-setup her account to be admin, but then I run into the sharing issue. It has the latest update installed. Please help.

From: Meta Store Support <support@notification.metamail.com>
Sent: Monday, December 25, 2023 22:48
To: *********
Subject: Meta Quest Support: Case #06510617: Meta Quest - Account - My issue is not listed here

Hi Adrian,

Thank you for contacting Meta Quest Support. Support case #06510617 has been created for you and an Meta Quest Support team member will be in contact within the next 24 hours.

In the meantime, if your Meta Quest device is having issues with the audio, slow loading, getting connected online, or downloading games, we recommend using the free RouteThis Helps diagnostics app on your mobile device to troubleshoot Wi-Fi or connectivity related issues affecting your Meta Quest experience.

Accessing and using the RouteThis App:

Download the RouteThis Helps app: open the web browser on your mobile device and navigate to: getrt.co/oculus2
Open the app and enter your access code: FBRL
Follow the steps on our support site to initiate a network scan in the app and find other helpful troubleshooting steps here

If you're able to resolve your issue using the RouteThis Helps app or support article, please respond to this email and let us know so we can close your case.

Need more assistance:

If you are still experiencing issues after using the app or could not access the app, please respond to this email with:

Your Meta Quest device serial number
Your RouteThis key code (located at the top right corner of the app)
If you couldn't access the app, please let us know that you couldn't complete the network scan along with a detailed description of the current issues you're having with your Meta Quest device.

Providing this information will help our Meta Quest Support team members expedite the troubleshooting process.

We appreciate you for taking the time to contact us today and thank you for giving us the opportunity to support you.

Thank you,
Meta Quest Support

This email is a service from Meta Quest Support.

Re: Dec. 31st:

"Hello *****,

Welcome to Meta Store Support.

We appreciate your communication with us and bringing this issue to our notice. You chose to create your account as an admin because you can't buy games with it, but I can see that you require assistance setting up your child's account, which is under admin account. We want to let you know that we appreciate all of the workarounds you did on your end and that your cooperation in this process is very much appreciated. Permit me to continue serving you to the best of my abilities.

To set up your account as admin, you must log into your account, not your child account. However, if you want to restore your account's admin status, you must first complete another factory reset and then log in.

I am eager to have this sorted out for you, so we'll keep an eye on your response. I look forward to hearing from you!

Warm Regards,

Lay
Meta Store Support

thread::mbl2NOj6IoK28mMNNmkvbGc::
"

Re: Re: Dec. 31st:
"I have done that. I am the admin. The thing is I can’t add a child account. I can add everyone else’s: adult and teen accounts, but I can’t add the child account. After setup it just shows a blank screen when logging in under that account.
On Dec 31, 2023 at 18:43 -0600, Meta Store Support <support@store.metamail.com>, wrote:

Hello Adrian,

Welcome to Meta Store Support.

We appreciate your communication with us and bringing this issue to our notice. You chose to create your account as an admin because you can't buy games with it, but I can see that you require assistance setting up your child's account, which is under admin account. We want to let you know that we appreciate all of the workarounds you did on your end and that your cooperation in this process is very much appreciated. Permit me to continue serving you to the best of my abilities.

To set up your account as admin, you must log into your account, not your child account. However, if you want to restore your account's admin status, you must first complete another factory reset and then log in.

I am eager to have this sorted out for you, so we'll keep an eye on your response. I look forward to hearing from you!

Warm Regards,

Lay
Meta Store Support

thread::mbl2NOj6IoK28mMNNmkvbGc::
"

Here it is, on the 3rd, and no reply or an automated one saying it's being "reviewed" or "received". No live chat, no TS number to call, but only e-mailing. I just want my daughter to enjoy her Christmas present under her own profile and not have to use her sister's (which gives her full access to her sister's activities and unrestricted apps).

[SkinYaGood]

My sons account now works. Here is how I fixed it:

I got an old phone and connected it to WiFi, set up my sons meta account on it in the meta app. Then i linked his account to this phone. I Did NOT link the oculus2 on the old phone. I Set him up as child account on my phones meta app. Went onto oculus, click my avatar page, click add account. Eventually oculus comes up with a message to say pass oculus to person you want to share with and a code appears. Below is a small link for sharing that you as main must use and it sends you the admin account an email. On the child phone goto www.meta.com/devices to link the oculus to child app.

The email has the password you need to link the child account to your oculus.....enter password from email in meta app on child phone. Find this on child profile, add device. It searches for your oculus and opens the password box. Enter and all done.
Once clicked your child account activates. My son was wearing the oculus when I clicked it and he shouted with joy.

Hope it works for you.

[Daeloth]

Well, at least it's not just me. Misery loves company and all that. Thanks for the advice Skin, unfortunately I can't even get that far. And I'm not even using kid accounts, I'm trying to set them up with teen accounts. Already have the app on their phone, but the accounts are broken on the headset itself somehow. Can't get a code to show up, can't remove the accounts to try again. Looks like my only recourse would be to factory reset, but even that isn't a guarantee and we'd lose progress on our games. I may look into backing up saves and giving it a try anyways.

[SahdowHawk]

Just out of curiosity: are you just seeing a blank void after trying to add the accounts?

[Daeloth]

Yeah. It's just the default like bubbles or whatever. Then a screen pops up and says something went wrong, then something about getting a new code. But it never makes a new code. If I close that screen it pops back up. If I try to ignore it and go to their profile or the library, both are just blank.

[SahdowHawk]

Darn it. I was hoping someone just described my issue. When I try to set up my daughter's child account, right after I verify everything, she sees a blank, black void. It's only her account. I set up a teen and myself with no issues. I did factory reset the device initially because I only set her up on the device and at the time I didn't know I had to be the first so I can share games with the family. Sad part is, it worked fine then. It was only after the factory reset that it messed up. So either it was the reset or me being the admin that caused the glitch, or just fluke in the account.

[MetaQuestSupport]

Hey there! We appreciate you reaching out to us to voice your concern. We definitely don't want you having trouble with your account, as we know how hindering this can be to your experience. So no worries, we're here to help.

To start, let's get this conversation moved over to our private messaging section so that we can gather a bit more information from you. You can get there by selecting our name to get to our profile page, or click here. 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. We'll be looking forward to hearing back from you on this.

[MetaQuestSupport]

Hey @Daeloth! We just wanted to check back in and see if you still needed some help with setting up your teens account. We'd love it if you could send us a PM so we can take a deeper look into this for you! We'll be patiently waiting for your response!