My son has had a Meta Quest 2 VR Headset for at least a year now, he has a stack of games and plays with his friends regularly. He came to me about a week ago to advise that his account has been suspended due to his age, and he needs to link it to a parent account in order to regain access to his headset.
I figured this should be simple enough, I don't have much to do with Facebook and don't have a Meta account, but I've worked in Information Technology for about 25 years - I should be able to navigate through this process simply enough. Oh how I was wrong!
I started by logging into his email to look at the emails he had received from Meta - these just advised that he may not have the right account type for his age, and invites him to resolve this by clicking the big 'Get started' button which I believe is supposed to lead to the Account Centre. The problem is that his account is suspended - so he cannot access the Account Centre to resolve it. It just leads to a page insisting that he upload a copy of his ID proving that he is an adult - which he can't do, because he's 11.
So I tried going the other way. I setup a Meta account for myself, gained access to the Account Centre here, and then tried to link it to my sons account.
No joy here either. There are 3 options available: - Invite a teen (13-17) -not applicable - Create an account for a child (10-12) -This does not allow linking an existing account, only creating new - Invite a parent -This option would be great, if only we could access it from my sons account, but we cannot because of the suspension
So I raised a support request with Meta support and explained the problem we are having in detail. The customer service rep that responded was very friendly, and sent links to their generic accounts help page, but this did not help resolve the problem. This ticket has now gone back and forward a few times, each time I'm given more generic information - but there does not appear to be any way to resolve my problem.
I've spent hours trawling through similar cries for help from other parents, but there doesn't appear to be any resolution. The boy has a stack of games and play history on his account, that he doesn't want to lose, so deleting and recreating the account isn't an option. I'm happy to change his account into my name, and just let him access it that way, but with the account suspended we cannot login to the management page to do anything. The support ticket doesn't seem to be getting anywhere, and there is no support number I can call in Australia, so I don't know where to go from here.
Hey there, @Rattbag. We understand the importance of having this account issue addressed, and we wish to look into this for you! Can you please send us a private message with your support case number? We are more than happy to look into this for you. To do so, please 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. We hope to hear 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!
@Rattbag I too have an 11 year old son in the same predicament. Did you ever get this resolved. I have been in the loop of support person after support person for over eight weeks now and I am no closer to a resolution.
The support at Meta has to be the worst I have ever seen.
I've raised support tickets from my new account - this one has gone back and forward a few times now, until I was advised it had been sent to the 'Account' department who would get back to me in 7 days. It's been 10 days now, and I've reached out again since, but still haven't received any response to my ticket.
My son also has a support enquiry open from his account, with all the same information. He was told about a week ago that it's a 'known issue' and it has been escalated to their 'Engineers' who will be in touch. He also hasn't received an update in over a week now.
I also got in touch with that @MetaQuestSupport account via PM, who just told me that they've seen my support request in the system and it all appears to be in order - which isn't really any help at all.
I'm furious. Hundreds of dollars spent on this headset, and further hundreds spent on games. The account is 'suspended' over this, which means it cannot be used at all. The boy asks me about it every day - "When are they going to have it fixed so I can play with my friends again Dad?" I don't have an answer for him. All this with the ominous threat that the account, all purchased games and his progress will be permanently deleted if it isn't resolved by April the 4th.
There's nothing we can do other than wait and see, but at this stage I'm more inclined to throw the rotten thing into the garbage and never have anything to do with Facebook or Meta again!
Wonderful! I am just entering this struggle TODAY! Super excited to think all that money spent, will have to be duplicated on a new, more age friendly system. My son has a birthday coming up, and I have bought even more accessories, just to have a suspended account today..
You think you are being responsible, by not giving out all kinds of private information, whether it’s yours or your child’s…so frustrating…..
Hi there, @Lisaj5! Hearing that your son is unable to enjoy VR due to their Meta account being suspended is not the experience we want for them. We would like to help look into this further and provide you with any available information and resources. In order to take a closer look we will need you to send us a PM so that we can collect some sensitive account information while protecting your privacy. 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!
Maybe @MetaQuestSupport could attempt to summon the Meta product manager responsible for this mess to do a Q&A on the forums. There seems to be a major disconnect between Meta and its customers. Wrangling and merging all these threads and handling PMs on this topic all day must get exhausting, right????
I received another copy/pasted template reply to my support ticket again today, with the same instructions on how to link the child & parent account as before. I don't believe the customer support rep actually read the history on the support request at all - if they had, they would have seen that this 'solution' does not work.
Did this answer your question? If it didn’t, use our search to find other topics or create your own and other members of the community will help out.
If you need an agent to help with your Meta device, please contact our store support team here.
Having trouble with a Facebook or Instagram account? The best place to go for help with those accounts is the Facebook Help Center or the Instagram Help Center. This community can't help with those accounts.
