My son received an Oculus for Christmas. He was so excited about it and we were thrilled to give him this kind of joy. My husband and I have had Meta accounts for years and he used it on one of them. I did immediately make the one he uses a parent-managed account under my own account. It was fine for about two weeks.
On January 7th, he was asked to enter his date of birth and was truthful, indicating he is 12.
Then his account was suspended. It's been 65 days and we have gotten no response except "your issue is being escalated and we are working on a fix" and that it's been escalated to engineers. He will have all his data including purchased games deleted April 5th. That account no longer appears under my list of managed accounts. We've tried uploading his ID multiple times.
The frustration I have is I don't know what we did wrong and what we are supposed to do next. He was never using this account without being linked to mine as a parent. I don't understand what is broken, what needs to be fixed, what the specific holdup is, and when he will be able to use this very expensive purchase he's been looking forward to.
I've tried contacting them with the suspended account, my account, on Whatsapp, Twitter, and now here. I have never in my life had such an experience with this level of customer support. I'm in awe, honestly.
I followed the directions in other posts to log into the child account at https://auth.meta.com/verify/parents in a private tab so that it can be linked to mine again. But it again asks for an ID upload. When I log in with my account, I can't add him as a managed account again because his account already exists.
I know that purchased games can be shared on a device, at this point I'd be happy to create a a brand new email address and account for him, and keep his suspended account as an adult account by uploading my husband's ID. But I don't know if that would make it worse or solve the problem because Meta is providing no information or direction. Something like "Hey, we encountered this specific bug that makes it impossible to change this DOB blah blah blah and our engineers are patching it and hope to have a fix in 3-4 weeks, and also be assured your game purchases are safe". Or "I'm sorry for the delay, we recommend you create a new account for your child and verify the account he was using belongs to an adult by uploading the ID of the account creator". Something. They could provide something. Some kind of direction. That is a reasonable expectation after 65 days.
I see this is an issue that affects hundreds of people, I'd like to know if your issue was resolved and the specific steps that happened to fix it.
Disappointed to say we have the same issue despite repeated attempts at uploading ID and backwards and forwards with emails to what I had hoped was a person only to come to a conclusion it’s simply a bot. This has been going on for weeks and I have an 11 year old child who is devastated. Desperation stage now and no resolution in sight and no compensation for the money we’ve spent on apps over the last year. Terrible customer service.
Hey there, @ttchandra. We see your private message, and we'll be working with you there. Thanks for your patience, and we'll talk to you soon!
Hello to you as well, @Stanthebat. We truly understand the need to be in the loop when it comes to your support ticket, and we would be happy to see if we can provide an update for you. Can you please send us a private message with your support case number? To do so, please select our name to get to our profile page, or clickhere. 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 hope to hear from you soon!
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Dear Meta - I have also responded with DM for exactly the same issue - can’t you share a common solution if there is one - it would save you and us so much time and heartache
Here's the response I got, yet another non-answer, when reaching out with a DM. I'm not surprised but don't have any hope if you see them replying to posts saying they'll help if you message them:
Thank you for providing that information! We're glad to let you know that we've checked into your support case and confirmed that it's being handled by our expert support team. They have the necessary tools on their end to dig deeper into this type of account issue and get back to you with your next best available steps. From here, we recommend continuing with them in investigating this matter. We're so glad to see our experts are handling this! Let us know if you run into any further issues though, as we'll always be glad to hear from you. Take care!
Unfortunately, it appears there is no solution. When you reach out to them via PM you'll get the exact same non-answer as you would contacting them in any other way. I am sorry you aren't able to use the device, I know you used very hard-earned money to buy it.
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