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Help with suspended child account

Pendo73
Honored Guest

My got a message saying his age needed to be verified, and I didn't know the policy had changed to require an adult supervisor account, so I just sent in his birth certificate showing he was 10 and his account got suspended.  I can't figure out how to contact support successfully, but I'd love to get his account moved under mine and unsuspended.  I don't really want to create another junk email account for him just to use his Oculus.  Plus we have purchases and games associated to his original account.

Please help!

5 REPLIES 5

MetaQuestSupport
Community Manager
Community Manager

Hey there, @Pendo73 we see you've run into a challenge with your child's suspended account. We want everyone to be able to jump in and enjoy VR. We do have some information to help us move forward. Meta's Policy has always been users must be 13 or older to create an account. The big change we've made recently was allowing users 10-12 also create accounts, with the caveat that it MUST be managed by a parent. The system may only know and present these options to users based on the age they provide when signing up for an account. We're happy to look into the options available but we'll need you to PM us to proceed. This part requires us to get some account information from you. Please let us know if you have any questions.

 

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Pendo73
Honored Guest

I'll PM you with my account and his account.

Hey @Pendo73, It is best to PM with just your account. We need to be speaking to the parent, and it's easier and quicker if we keep all the information in a single area.

If you're the author of a thread, remember to mark a reply as the Accepted Solution to help others find answers!

Pendo73
Honored Guest

PM Sent.  Thank you

No worries at all! And thank you! We're looking into it now.

If you're the author of a thread, remember to mark a reply as the Accepted Solution to help others find answers!
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