02-17-202406:36 PM - last edited on 07-18-202403:04 PM by TheAntiSocializer
Okay, long story but it looks like when I first set up my kids account, I put his age as 13. He's 11 but I didn't want any of trouble it looks like children's accounts have. After a while we kept on getting emails saying we were using the won't right account for his age. Anyways, we sent in his id and his account got suspended. Like WTF? Anyways, I reset his meta quest 2 and created a new account for him with his correct birthday, because OMG. Now, it says that the device is already paired to another account. So we can't pair it to his new account. This is after a factory reset. I was willing to lose the over $100 in games were got, plus in app purchases but this is just freaking stupid. How do I delete the meta quest 2 device from a suspended account so we can still use it? I'm about to lose my mind over this and I've been reduced to tears. This was his birthday present and Christmas gift as it was so expensive.
Hey there! We want to make sure you're able to use your device, so there's a couple options here. If you're cool with using your new account, do a factory reset on your headset. Depending on what happened with your account, we can look into it and see if it's possible to recover. If you're interested in exploring that, please reach out to us via PM, click on our name, MetaQuestSupport view profile then on the top right should be a button to send us a private message. Please let us know if you have any other questions or challenges!
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Thank you for reaching out to us, @MamaBsquare and @matt.r.263654 l! While VR can be a lot of fun, especially for the youth, their supervision is something Meta takes very seriously, which is why we have taken many precautions to keep them safe and out of harm's way. Please review, why you need to have the right Meta account for your age. We understand that you both have questions about Parent-Managed accounts, but due to the potential of dealing with private and sensitive information, we kindly request that you both send us a private message. Please make sure you sign in to the community before sending us a private message. To access our profile page, either select our name or click here! Next, click on 'Send Message' to send us a private message. We're looking forward to hearing from you soon. We hope you have a great rest of your day!
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Your support team already directed me towards the factory reset and luckily I did not run into the same problem as MamaBSquare.
You still haven't answered the basic question which has no privacy implications: if you reset a Quest that was associated with a suspended account, should it give you the error MamaBSquare encountered or not?
Hey @matt.r.263654! Thank you for letting us know that the support conversation with an agent worked out for you. Regarding any deeper issues involving account information, we do highly recommend that a PM is sent to us to avoid private information from being shared on a public forum!
We hope this clears a few things up, and will be waiting for a PM from @MamaBsquare!
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This depends on each user individually. Are you also receiving the same error message? When you mention "reset a Quest" we do want to ask what steps you are taking to do so, so that we have all information available just in case steps were done incorrectly and if so, how we can rectify them. We do ask for a PM under the assumption one does not want to share personal information/account information on a public avenue. We will not indulge in personal information being shared on a public forum, so for further in depth troubleshooting that is when we ask for one to send us a PM. Hope this helps!
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The reset I was directed to was a standard factory reset, as performed through the headset method described in this article.That reset was successful for me (unlike others, I did not encounter this problem.)
I assumed MamaBSquared did this same type of reset and then had the 'device already paired" message.
@MamaBsquare- can you confirm you reset through the volume/power button method on the headset versus in the app? I assumed the app method wouldn't be possible given the account is suspended, but maybe that is a bad assumption.
Hello I haven't been on my Vr for months but when I went on it said it had been suspended. Since I have not been on it in so long it was permanently disabled. I have made another account on the app but when I try to connect the device it cannot because of the suspended message. Please respond fast
Hey there! We want to make sure you're able to use your device, so there's a couple options here. If you're cool with using your new account, do a factory reset on your headset. Depending on what happened with your account, we can look into it and see if it's possible to recover. If you're interested in exploring that, please reach out to us via PM, click on our name, MetaQuestSupport view profile then on the top right should be a button to send us a private message. Please let us know if you have any other questions or challenges!
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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