cancel
Showing results for 
Search instead for 
Did you mean: 

Meta screwed up and won't admit their error.

Jeeper74
Explorer

@MetaQuestSupport 

Meta suspended my son's account. At first they said it was because he was under 10 years old.

Hi Jeeper74. Thank you for reaching out to Meta Store Support. I understand that you are contacting us about a Meta account that may have been disabled for violation of the Meta Terms of Service. While VR can be a lot of fun, Meta does not allow the creation of accounts or the use of VR by children under the age of 10, which is against the Meta Terms of Service. Due to this, sadly, we will not be able to refund you for the games. We appreciate your understanding in this matter. 

However, I pointed out to them that he got this for his 12th birthday and send them proof, copy of birth certificate showing October 6 birthday.

Then they changed their story...

Thank you for clarifying. The Terms of Service were still violated ( section 1.1a) because he was supposed to have a parent- managed account for the ages 10-12. Originally, that was not the case. We do understand how important this is to you and we wish that there was more that we could do. We appreciate your understanding in this matter! 

However, I can show that I set up my account on October 6, his 12th birthday. I even sent them a screenshot. He did not have possession of the Quest 2 prior to his birthday and I set up his account and my account at the same time and immediately added him as a supervised account. Which if you read section 1.1a, is exactly what I was required to do.

meta horizon - shane.png

1.1.a. You must be at least 13 years of age to create one or more accounts supported by a MPT Product, such as a Meta account. You may create a Meta account on behalf of your child ages 10 to 12. When your child turns 13, they will have 30 days to start managing their Meta account or they will be blocked from using their device. Meta accounts for children ages 10 to 12 may not be supported on all MPT Products, including Meta View.

So which is it, he was suspended for being under 10 when I have proven he wasn't, or that he was unsupervised.  He never powered the device on when he wasn't supervise unless their was a glitch in the Meta system, because I know what I set up and when. I set up his account on October 6, 2023 at approximately 5:35-5:40pm. I have notes from setting it up.

Apparently, even when you follow the rules and set up a 12 year old child as a supervised account,  Meta can just decide to suspend your account, take all your purchased games, disable the headset, and think that it is OK. Most of his birthday and Christmas gifts were centered around getting games and accessories for Meta Quest VR. Then a couple month later, Meta STEALS his birthday and Christmas back. 

I sure hope they feel good about this. EVIL CORPORATION. 

If they don't make this right, I will be sharing it all over the internet, with all the parents of my children's friends. 

4 REPLIES 4

TheAntiSocializer
Meta Quest Support
Meta Quest Support

Hey @Jeeper74, thanks for bringing this to our attention. I know my son would be devastated to lose access to all his games, so I want to make sure I do everything in my power to get this sorted out with you.

If you feel comfortable doing so, please send me a private message so that I can take a closer look myself, and we can keep your personal information private.

Sometimes it's okay to be a little Bing Chilling

We got the Quest2 for my son for his 12th birthday on October 6, 2023. I set it up that day, prior to him using it. I set up an account for me to supervise him and downloaded the app to my phone. I also set up his account at this time. It was about 5:30 pm on October 6, 2023 when this occurred.

Starting on February 10, 2024, my son started getting email from Meta Quest that he may not be using the right account for his age, but he never saw these because he doesn't look at his email being only 12 years old. It was late February or early March before he noticed he had an issue and asked me what to do. 

I submitted a copy of his birth certificate showing his birthdate of October 6, 2011 as proof of being 12 years old.

On March 7, I he was notified thru email that the appeal was reviewed and denied. This stated that his account would be permanently disabled and he would lose all of his purchases.

At this point, I set up another account and did a factory reset of his Quest2. I added his new account as a supervised account to my phone app. I also researched on this forum of how to contest this and get his purchases back. 

Something must have worked in this process because he got an email on March 14, 2024 at 10:27pm. This email stated that restrictions on his Meta account had been removed and he can use his account again. However, he got a second email at the same time and date stating that this same account was suspended and that he needs to confirm his birthday by June 13.

 

Please let me know what you need from me and what I need to resolve to quit having these errors and to get his purchases back. This is extremely annoying and frustrating as a parent and for my son.

 

 

Just noticed your PM and sent a message back! To make sure your information stays private, I'll just be responding through there from now on. Thanks!

Sometimes it's okay to be a little Bing Chilling

Thank you for your help with this.  
what a horrible company!

Still need help?

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.

Check out some popular posts here:

Getting Help from the Meta Quest Community

Tips and Tricks: Charging your Meta Quest Headset

Tips and Tricks: Help with Pairing your Meta Quest

Trouble With Facebook/Instagram Accounts?