If your Child's Account was Suspended due to a false birth year being entered...

[ecachuh]

***UPDATE 2/1/2024:   Please click "Go to Solution" at the top of these posts, some have green check mark.  @DerekVM has graciously shared his experience and it has indeed worked for him.   Not saying it will work for everyone or every issue, but it's worth a try.  Patience is important.  Thanks again Derek!

    -   My post below, outlines how to make proper Parent/Child supervised account.  

    -   His solution below, outlines how to possibly get items back from the suspended account.

First and foremost:

- I am just a parent like most of you.  This is what worked for us when our 11-year old's account was suspended and then permanently disabled.  (False year was entered).

- Before doing anything, do your research!  I've learned a lot, and every day there are more and more posts from parents who are completely lost by what is happening with their accounts.  

- I'm just trying to give out information and help if possible.

*Note: If anything is incorrect or should be added, please let me know and I will edit this post.

Posted - 1/8/2024 (rev 1)

Revised - 1/11/2024 (rev 2),   2/6/2024 (rev 3)

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** Everyone has to have their own account that is based on their age.  

- If your child is 10-12, they must have a supervised account.

- If an account was made for a 10–12-year-old by a parent or a child, and a different birth year was entered to bypass age related restrictions, then Meta will suspend it automatically for Violating their Terms of Service.  

- Meta will then ask for ID.  They don't want the parents ID. If you send them a 10–12-year-old child's ID, whatever form you may have, the account will be permanently disabled. 

- The main account is called the Admin account. Children 10-12 are not allowed to use an admin account.

- If you have already redeemed any freebies (i.e., trial periods of Meta +, free games, etc.) these will be disabled along with the account.

__________________________________________________________________________________________

** SOLUTION OPTION (No this solution does not get your items back.  It just gets your child playing again at least)

1) Create proper age-based accounts.   You can create a new account to replace the suspended one.

- Make a parent (Admin) account.  

- Within your parent account, you will create a child account. (Child accounts need their own separate email and login, so have this information ready.)

- You will need to have the Meta phone app as well.  (Phone app uses the same Meta login as on your computer).

- You will need to verify your accounts multiple times so keep your parent and child emails/passwords handy.  

- Yes, you can add more child accounts to your parent account.  Do so the same way you added your first.

2) Confirm you're a parent or Guardian

- You will need a credit or debit card

- You need to enter Zip Code - In the Meta app, your phone will automatically pull up the number pad.   If you reside in UK, Canada, or anywhere else that uses Postal Codes (containing letters):   a) Confirm using a computer or b) type postal code in empty text or somewhere else, copy, paste into zip code field.

3) Factory reset your device

https://www.meta.com/help/quest/articles/fix-a-problem/troubleshoot-headsets-and-accessories/trouble...

4) Update your device if needed.  The device will prompt you.

- In general, your device will not update if it is tied to a child account that has been suspended.

5) Pair Parent account onto headset first 

RANDOM TIPS:

~ ~ You can support up to 5 child or teen accounts. 

~ ~ I do NOT recommend using Facebook or Instagram to login.  If something happens to your social media or Meta Quest accounts (i.e., gets suspended or disabled), all Meta accounts will likely be affected. 

~ ~ Parents / Admins must be at least 18 years of age.

~ ~ If your new headset won't update, it could be because it's tied to a child account that is not supervised.  Your headset must be linked to an Admin account, or a supervised child account.

~ ~ Parents, please do NOT make an account for yourself and let your child use it.  

~ ~ Meta and Horizons have the same login but are different (Horizons = forums, messaging, player avatar settings, and a lot more)

~ ~ Your purchases are linked to your Meta account.  If your Facebook is used in Meta account login, and you delete your Facebook account, then your Meta account, games, and content are also deleted.  (You have 30 days until your FB account is completely deleted so you can always log in to cancel the deletion).

~ ~ Only the Admin on the headset can share their apps with the other users on that same headset.

HELPFUL LINKS:  

**When using any of the links below (except for 'Family Center'), notice on the left-hand side are all the articles that will answer most of your questions.  

Family Center (your dashboard is in family center, then click on teens account) (see activity and adjust parental settings)

https://familycenter.meta.com/dashboard

Meta Horizon (help & support articles)

https://www.meta.com/help/quest/articles/horizon

Create and manage a Meta account for your child.

https://www.meta.com/help/quest/articles/accounts/account-settings-and-management/create-manage-meta...

Confirm you're a parent or guardian.

https://www.meta.com/help/quest/articles/accounts/account-settings-and-management/confirm-parent-or-...

Getting parents started with Parental Supervision

https://www.meta.com/help/quest/articles/accounts/parental-supervision/get-parents-started-with-pare...

Factory reset your Meta Quest headset.

https://www.meta.com/help/quest/articles/fix-a-problem/troubleshoot-headsets-and-accessories/trouble...

Meta Quest Support (PM / Private Message) (Click "Send a Message")

https://metaque.st/CommunitySupport

[Bruschi12]

So, a quick update. I kept hounding by email amd after i was told I wouldnt get a refund, and to refer to the refund policy, I asked them to tell me how Long each game had been played for, as it states that if used for less than 2 hours, you can get a refund. I heard nothing for over a week and then suddenly, just got refunded the games but no explanation  or reasoning or answer to my previous question about game time. Lost credits that were on the account, and I also had bought games with % discount applied, so it's still not ideal, but far better than what it was. Only took 3 months to get something simple resolved...

As an aside, they restored the old account this week, and within 5 minutes sent an email saying to verify the age, so we would only end up in the same issue all over again so not worth it at all. Will just move on with this account and re buy the games again. 

Shockingly poor customer service base though, the worst I've ever encountered. 

[ecachuh]

They can transfer the games, they did it for someone else!

[Bruschi12]

I saw that too. Apparently couldnt be done for me. Who knows? I will just move on and lick my wounds, and try not worry about lost (stolen) money. It's working, my daughter is happy again, just have to get over it now, done as much as I can.

I also checked, they didnt just ask to verify the age on the old account again, it was actually suspended! Sent an email at 10.54pm saying sorry for suspending the account, its now reactivated. Sent another email then at 10.57 - your account is suspended, please verify your age. 🙄

[Jeeper74]

I am going to try this. I was managing my child's account. I set everything up. I am not sure what happened, but he got suspended. I sent in a birth certificate to prove his age for the appeal. Then they responded that the appeal was denied. 

I am not sure what was wrong, the message was unclear in that regards. I was trying to figure out how to adjust his account settings in the supervisor section. All I know is that my 12 year old son lost pretty much everything he got for Christmas because it was all spent on apps. I feel responsible because I was the one that was trying to figure out the settings and apparently had something set wrong or entered wrong that ultimately led to him getting the boot. He didn't do anything wrong. 

[Meemu1961]

Having the same issue.  My concern, does factory resetting delete all the games you purchased?

are you unable to keep the original account/email?

thank ou 

[Jeeper74]

I did have to factory reset device and set up a new account for my son. However, I was able to work with support and eventually get them to refund the cost of all of the purchases to my account so that I could get the games on the new account. It was a little annoying that I had to set up a new email for my son for the new account. I am hoping after they delete the original account that I can change his new account to use his old email and abandon the new email.