Need Help

[Pebllez]

Okay ive been dealing with this for over a week now everytime i try buying a game i get an error message saying something like there is something unsual that has happened with your account purchase cannot be completed. Methods tried I have tried buying a giftcard, I have tried using other debit cards, I have tried removing and readding the cards, I have tried going through paypal, I have tried changing to a different wifi network, Ive tried changing my billing address. I even tried factory resetting it all still gives me the same error when trying to buy a new game. It all happened after i refunded a game all of a sudden it seems me refunding a game locked my account. I have been in contact with support with over 3-4 different people on their side and they are no help they keep passing me to a new person telling me we have to forward this over to a different specialist rinse and repeat has happened like 3 times they never want to actually look at my case and help one of them even asked me if i tried adding a debit card and if i needed instructions on how to do so. Im not dumb and thats not even the issue the issue i get a error when trying to buy a game thats the issue and they dont seem to comprehend that so im seeing if anyone here can help me. Thank you.

[The_1st_Dark_Lord_Morgoth]

Hey there, @Pebllez! If you're getting an error message when trying to by a game, than it is likely a issue with your account being allowed to make purchases. If you're case has already been brought about to specialist teams, then it will take some time for them to examine the account and make sure there is nothing major that is wrong with it. Once they review it, you should be able to make purchases again without issue. All we can do now is wait for them to get back with more details. If it's been a long time since any updates were given, I recommend sending a private message to @MetaQuestSupport so they can look into this further. I hope this information is able to help!

[Pebllez]

Yeah my case has been brought up to a specialist but none of them look at the issue or the error they just give me instructions to add my debit card or ask me if ive tried using paypal then theyll go unresponsive for days im talking 2-3 days until another random person from support gives me the same generic response that another person is looking into it all for them to tell me another generic response they are not helping they arnt looking at the problem at all this is the worse support ive ever had.

[AlasPoorJoric]

Weirdly, starting today, I can't make purchases with a credit card or add a credit card. I tried on PC (in several locations), the Quest and the phone app. However I added a paypal account tied to the same credit card and removed the credit card as a payment method, and that worked no issue.
Is Meta's account consolidation **bleep**ting the bed?

[The_1st_Dark_Lord_Morgoth]

I completely get that. Being able to purchase games without issue should always be a priority. It's as I said though, these sorts of issues normally take a while before progress is made. You can send a PM to the support team here on the forums, let them know about what's happening, and they can look into your case for you. They'll let you know if there are any updates as well. 

[Pebllez]

Thats awesome you fixed it i heard some people fixed it by buying a meta gift card so i did that put the money on my account and i still get the same error. Tried paypal too still doesnt work. RIP. Your right i feel like there system is super fragile when detecting suspicious behavior that it mistakenly detects normal behavior for suspicious ones like changing your billing address or buying a game from a different location completely normal for people to buy games while being out the house on their phones all the time so instead of recognizing that and notifying you via email to verify theyll instead lock your account and hold you hostage to the worst support via email 2-3 days in terms of response time btw its just the worst. Shouldnt be this fragile something has to change at meta on this aspect ive heard of many people going through the same thing with facebook and instagram purchases so it isnt just the quest.

[AlasPoorJoric]

Yeah, I also noticed that when trying to add a card it defaults to the UK instead of Oz. 
Looks like someone might have screwed the pooch and not realised that choosing "English (UK)" instead of "English (US)" doesn't mean you live in the UK. The entire anglosphere doesn't speak yankee.

Not sure if that's related to the, "Sorry, we couldn't add your payment method." message or the inability to process credit card payment prior to that.

Edit: Also it might have been happening earlier than today, I don't think I've made a credit card purchase on Meta for a while.

[Pebllez · Accepted solution]

For anyone seeing this in the future they finally fixed it they told me they cleared somethings on their end and to try to buy something in 24hours and see if it works so i waited 6hours and tried to buy something because i got impatient and it worked lets gooo! Account is no longer locked. So yeah they can easily clear up the issue just gotta bug them daily for almost 2 weeks until they finally decide to clear it for anyone that goes through this in the future!