Back in February, my son's account had an issue, and after 2 months, we finally resolved it. They gave my son $100 on his account, and all seemed to be resolved.
A little over 3 weeks ago, though... he tried to spend that money, and we realized that accounts for children under 13 can't make ANY purchases.
Reached out to Meta (that's how I found out he couldn't make any purchases because of his age), who offered to move the credit to my supervisor account so I could make the purchases for him. GREAT! I agreed... and ever since, I haven't heard a peep from them.
I've reached out to the email support SEVERAL times (no response). I reached out to "MetaQuestSupport" in these forums, and was told to wait for email support (and that they would nudge them)... and now, they stopped responding as well.
How a company this big has no phone number to call is beyond me. Email support is not enough, ESPECIALLY when it takes forever to get a response.
Hey there, @Manorexia. Thank you for reaching out. It's never our intention to leave a customer on hold. We'd be more than happy to dig into this for you. We see you've reached out via PMs, we'll be working on getting this resolved for you ASAP. Thank you so much for your patience. We'll be getting back to you shortly. in the PMs.
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Hey there, @Manorexia. Thank you for reaching out. It's never our intention to leave a customer on hold. We'd be more than happy to dig into this for you. We see you've reached out via PMs, we'll be working on getting this resolved for you ASAP. Thank you so much for your patience. We'll be getting back to you shortly. in the PMs.
If you're the author of a thread, remember to mark a reply as the Accepted Solution to help others find answers!
Thank you. Although I initially got an infuriating email asking me for serial numbers and a bunch of other information, another support person just DID it instead, and it's now resolved.
I've had two interactions with Meta Quest's support, and both were pretty terrible. What is going on over there? It seems like Meta has removed chat support now as well, so we ONLY have email support... and that support is just AWFUL. Meta has bet the whole company on the "metaverse"... and then leaves those customers (Quest users) out to dry? Are they TRYING to fail?
I am also unable to get a human response from support. They are taking up to 4 days to reply and I'm just being ran in circles. Its infuriating. Do you know if WhatsApp would yield faster communication?
If you're having trouble getting in touch via email, you could also try sending a private message to @MetaQuestSupport here on the forums!
If you've tried that too, yes, Whatsapp would be another good method but please note that the team will move you to an email channel, regardless of how you contacted them, if they need to gather any sensitive information from you.
It sounds like the customer service team were able to get everything resolved for you in the end, which I'm very happy to hear but I wanted to shoot you a message anyway in case you need to reach out about anything in the future.
Private messages to the team from the forum is a great route, but live chat should also be up and running on the Meta Quest Help Center.
Just select your device, then open the bot from the icon in the corner. After answering the first few questions you should be prompted with a 'Contact Support' option. Give that a click if the bot's advice didn't help and you'll be put straight through to the team!
I don't know... during my initial issue with my Quest, I was left with such a bad taste in my mouth, I deleted EVERY account I had with Meta (Facebook, WhatsApp, Instagram, etc) except for my Oculus account.
Some time ago, I got an email that pointed me to a link (https://familycenter.meta.com/accounts/ppd). When you click on the "Confirm" button, you would get an error that something went wrong. THAT seems to be working now (it was broken for at least 2 weeks).
What it announces is that I can now manage my son's contacts, essentially... and yet, I can't even add my own son as a contact! No one can follow him. No one can request to follow him through me... nothing.
I also asked if his inability to stream his headset to a phone (mine, preferably) was intentional, as I fail to see how actively monitoring my son while he's playing VR protects him and/or facilitates my parenting capabilities.
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