Mobile App - “sorry something went wrong. We are working on getting this fixed as soon as we can”

[Riozoomkix]

I have the Oculus Quest 2 - I have been working with Meta support for months on this error message (see below).  This is the message I continue to receive when I attempt to log into the meta app.  My device was working just fine until last year and then all off a sudden my son would say only certain games would allow him to play with his friends online.   Originally I created my account via Facebook and now the only way to pair the device is with the mobile app.  I have since performed a factory reset and now that I am receiving this error message my VR is a useless piece of plastic.  Does anyone have any clue how to fix this nonsense - Meta support clearly has no idea how to fix it otherwise they would have by now.  I can’t tell you how disappointed I am with the service I have received via the support team.  They have no empathy for the consumer and are unwilling to spend the time to help trouble shoot this issue.  I am at the point where I am just going to throw it out.  Trouble shooting steps take: 

- deleted app and redownloaded 

- Went into Facebook and unlinked all accounts synced to my meta profile

- cleared cache and cookies 

- support asked me to try an android device (which I do not have and tried it on a friends phone which resulted in the same error message below)  

- checked that all devices are on the same Wi-Fi network 

- tried using mobile hot spot connection 

- the list goes on but no solution 

Figured this would be my last resort before I give up and allow meta to just steal all of the $ I spent on the system and games.  The amount of frustration this situation gives me at this point is just unbearable anymore.  If I screenshot the all of the vague bs responses received from support for the past several months will give you a taste of why my patience has run out. 

Please help! 

 

[MetaQuestSupport]

Hey there @Riozoomkix! We see you are having some issues logging into your account. Account login is really important, especially for the setup and use of any VR device so we would love to assist however we can and get you back in. We really appreciate you listing the previously attempted steps, and have some more quick steps we believe should help that may not have been suggested before.

Noting that Meta accounts no longer require Facebook to login, please try these exact steps:

1. Open the browser on your mobile device (Such as Safari or Chrome)
2. Visit this site: auth.meta.com
3. Hit continue with email (Or login if the mobile page hasn't been updated)
4. Login with the email and password on the account

• If you are able to login on the browser (not the Meta mobile app), follow these steps:
  1. Visit meta.com and log out (Profile icon should be top right)
  2. Visit Facebook.com and log out
  3. If you have the Facebook app installed, try logging out of the app too
  4. Restart the device
  5. Visit meta.com and make sure you are not logged in, then visit auth.meta.com
  6. Login at auth.meta.com
• If you cannot login on the browser (Not the Meta mobile app)
  1. Visit auth.meta.com and hit continue with email
  2. Enter a new email to setup a new account
  3. Attempt to login to the new account on your mobile app

We would also highly recommend trying to login to auth.meta.com using your PC or Laptop instead of your mobile device. We would love to hear about the results of the previously recommended steps, and if you are able to login on your PC/Laptop. Regardless, we would love to investigate this further and make sure you are being taken care of.

If you could send us a private message we would love to review everything we can, including your previous support tickets to make sure everything is taken care of for your issues as best we can. You can send us a PM from our support profile here. We hope to hear from you soon!

[Riozoomkix]

Good morning, 

I attempted to log into my Meta profile via: 

• iPhone 11 with most current operating system - received the same error message 
• Ipad - received same error message 
• MacBook Air - received the same error message 
• Dell (work) - received the same error message 

I created a new Meta account using a new email address and was able to log in.  I was also able to log into the mobile app as well. There is an issue with my current profile that Meta Support cannot fix.  I have been working with them for several months with no resolution. 

Now that I have a new profile - how do we go about transferring all of my purchases to the new account?  I think I will just move forward with this as long as my purchases are able to be moved over to me or credited to my account.  

[MetaQuestSupport]

Hello, hello, @Riozoomkix! Thanks for sharing those latest updates with us! We certainly don't want you to have to continue struggling to get into your proper Meta account, so let's work together on getting you logged back in! While the option to move transactions between accounts does not currently exist, we would love to explore further options to set this situation right! Since this is a bit more of a complicated account issue, could you please send us a PM so we can have a deeper look into your account? Please select our name to get to our profile page, or click right 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 look forward to hearing from you! 

[Riozoomkix]

As previously stated I have had an open ticket with your support team for about 2 months with no resolution.  Hence my frustration.  System engineers have been “notified” or being noticed since the beginning of this month.  So I am at a loss.  I guess I have to just trust it is actually being investigated.  I have no other choice.  

[MetaQuestSupport]

Heya, @Riozoomkix! Absolutely anyone would be frustrated with working on an issue for that long, we certainly understand that! With how long this problem has been keeping you from enjoying the virtual world, we want to do our part in checking in on this ticket for you! Please go ahead and give us a private message regarding this issue and we can assist further! It's our goal to get your VR gaming experience back on track and thriving overall! Again, you can send us a PM by selecting our name to get to our profile page, or clicking here. From there, click "Send a Message" to privately message us! Keep in mind as well, that you must be signed into the community first to send us a private message. We'll be keeping a very eager out for your message!

[MetaQuestSupport]

Hey again @Riozoomkix, we wanted to reach out again as some other similar reports have come back stating the issue has now been resolved both from other customers and internally, if you are still having issues please reach out to us on private messages by clicking "send a message" from our profile page so we can review further to help you get in as needed. Or if everything is working, we would love to hear about it. Either way, we hope to hear from you soon!

[Riozoomkix]

Hi - this issue is still not resolved for me.  Apparently the support team is “now” working with the engineers (after 2 months) even though I was told they were working with them all along.  I am not at all confident that anything is being investigated or worked from the support end.  I continue to receive the same vague, frustrating emails periodically stating oh we are still working on this sorry for the troubles blah blah.  There has to be some accountability for Metas inability to resolve an issue with their own freaking app.  So what does Meta do when I create a whole new profile and bingo it works (which was your suggestion) I am told oh sorry we cannot sync over your purchases nor will you give me store credit to repurchase them.  This whole experience with Meta in general just goes to show how much you truly value your customer base.  Its super unfair Meta should be ashamed of themselves.  

[MetaQuestSupport]

Hey again @Riozoomkix, could you please select our name to get to our profile page (click here) by clicking "Send a Message" to privately message us? We would love to make sure things are being taken care of and see what we can do for you.

[Riozoomkix]

Private message sent.  I will copy and paste my message but I doubt you want it to be in the public eye.  It would be great if you are actually able to help me - because I have lost any faith that Meta gives a darn.