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Locked out of account due to lost 2FA app

Danieliscoolyea
Explorer

Hello everyone, 

I’m on a alt acc rn

I have a really big problem so i setup/created 2fa on my main account and it was all set up but a day later I accidentally deleted the Authenticator app and I cannot sign in anymore because I don’t have the verification and I am really upset cuz I have spent money on that account btw the account name is coolfroggy.8 and I have the email that I set it up with I also have the password but I don’t have the verification to sign in with

1 ACCEPTED SOLUTION

Accepted Solutions

MetaQuestSupport
Community Manager
Community Manager

Hey @Danieliscoolyea. We understand how troubling it can be to be locked out of your account because of accident you made. We want to get you back into your main account, and we'll stop at nothing to do so. However, from here we do have a limited amount of resources that we have access to, so it'll be best if you create a ticket on our support website. From there you'll get connected with one of our wonderful agents who'll be more than happy to look into this for you and see what options we have for you. When you get there you can follow this workflow. 

  • Account > My issue is not listed here

When you do that, you'll have the opportunity to email our support team, again the agent you get connected with will be more than happy to assist you with this.

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

View solution in original post

31 REPLIES 31

Danieliscoolyea
Explorer

I also have the ip for the iPad that the Authenticator was set up with

MetaQuestSupport
Community Manager
Community Manager

Hey @Danieliscoolyea. We understand how troubling it can be to be locked out of your account because of accident you made. We want to get you back into your main account, and we'll stop at nothing to do so. However, from here we do have a limited amount of resources that we have access to, so it'll be best if you create a ticket on our support website. From there you'll get connected with one of our wonderful agents who'll be more than happy to look into this for you and see what options we have for you. When you get there you can follow this workflow. 

  • Account > My issue is not listed here

When you do that, you'll have the opportunity to email our support team, again the agent you get connected with will be more than happy to assist you with this.

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

Thank you so much i will try that 

ps: sorry i didn’t see reply for a while

Great! We know our support team will have the resources needed to assist you with this. No need to apologize, we will always be here to help. 

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

Well thank you soo much your response was insanely fast

hypo.not.hippo
Honored Guest

I have a similar issue. I set up 2fa with a phone number I no longer have access to. the account name is hypo_not_hippo. I can use the account on my quest to play games, but there are certain settings I want to change that I need to log on in the mobile app to change.

Hello, @hypo.not.hippo. Thanks for reaching out and letting us know the issues you're having with the 2FA authenticator. We know how important it is to be able to keep your account safe as well as change things to the way you prefer. So we can get to the bottom of this issue and get some personal information, can you provide the following?

 

Full name as it appears on the account
Email Address
Current Alias/Username

 

Here is how to find the serial number.

 

Meta Quest mobile app: Open the Meta Quest mobile app on your phone and tap Devices at the bottom. Your headset and its serial number can be found here.

Headset: On the left side of your headset, gently pull the strap connector away from the headset until it pops off. Your headset serial number is below the QR code.

 

If you have any questions, please let us know.

 

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

Hey, @hypo.not.hippo. Here is the link to contact us via p.m.'s so we can get some personal information for your account. Please do this first then select our name to get to our profile page, or click here: . 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.

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

Hello, @hypo.not.hippo! Just checking in to see if you are still needing assistance with your lost 2FA. If so, please do reach back out to us at your earliest convenience. Thank you!

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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