My son's Meta account was disabled. How do I get it back?

[kerri.kolbensvik]

Hello, 

I have a 12-year-old son with a Meta Quest 2 headset. I set up his account. 

When asked to provide proof of his age, I did so and posted his passport. 

We then received an email stating that his account was disabled and all the games we bought him could not be accessed. 

How do I fix this? 

I did not even know I could create a supervision account until I started researching it. 

When I tried to add him to my account, I could not. 

What can I do? 

Kerri - a pissed off parent

Ronin- a very sad kid

[MetaQuestSupport]

Hi @kerri.kolbensvik! Thank you for reaching out. We completely understand the concerns that are brought along with the notification of a disabled account, and we're happy to provide some additional information. 

While VR is fun, Meta aims to offer the safest and most secure platform to its younger users. We can confirm that accounts may be suspended or disabled if you use the wrong account for your age. This is to provide safe and age-appropriate experiences for the youngest members of our community. If you haven't already, we recommend checking out the Parent Education Hub for information regarding parental supervision, as well as child and teen accounts. 

Although we are unable to assist you with a disabled account, an email notification has been sent to you regarding the account, which includes instructions for appealing the account action if you feel it was done incorrectly. We must direct you to use the appeal process outlined in the email to address your account issue. 

We are happy to investigate further if you'd like to reach out to us privately and provide your account information. Please select our name to get to our profile page, or click here. Next, click "Send a Message" to message us. Please remember, you must be signed into the community first to send us a private message.

[MetaQuestSupport]

Hi again. We're just following up to confirm you were able to locate the appeals process email. If not, please reach out to us privately, and we'll be able to look further into your account.