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Issues adding an account, hangs up on finish setup screen

Wh1teBread
Honored Guest

So I've now had my meta quest for a few months now and I've been able to add my daughters stand alone account and my son's account through my wife's account but it doesn't get passed the "Finish setup on another device" screen for my wife's account.

She has contacted support which had her jump through hoops not understanding the issue and then they closed the ticket soon after "moving it up" as an engineering issue.

We've now started another ticket which hasn't been responded to since March 4th so now I'm here.

I don't believe there's a fix we can do from our side'.

I've already tried factory resetting the device.

Have tried reattaching all the account several times.

It's weird because our sons account which is attached to hers goes through just fine and then hers hangs at the same screen every time.

Any helpful ideas or customer service would be appreciated.

5 REPLIES 5

MetaQuestSupport
Community Manager
Community Manager

Hey there, @Wh1teBread! We apologize for the delay in reaching out to you. We wanted to check in and see if you're still having trouble adding your wife's account to your headset. We would be more than happy to look into this with you so you can get the whole family to have a great VR experience!

So we can get a better idea of how best to assist you with this issue, could you please provide us a screenshot or picture of the error message when trying to add your wife's account? We hope to hear back from you soon!

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

MetaQuestSupport
Community Manager
Community Manager

Hey there, @Wh1teBread! We just wanted to check in again to see if you still needed help getting past the setup screen on your device. Please let us know, and we'll be happy to continue assisting you!

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

1000000453.png

 This is what it shows, she can add our son which we set up on her account but it doesn't get past this screen for hers.

Thank you for providing that image! We would like to look into this issue further with you. To do so, could you please send us a private message? You can send us a private message by selecting our name to get to our profile page, or click here. Next, click "Send a Message" to privately message us! Please remember that you must be signed in to the community first to send us a private message.

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

Hey there, @Wh1teBread! We just wanted to let you know that we've seen the PM you sent us. We look forward to continuing to assist you from there!

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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