06-30-202408:32 PM - last edited on 06-30-202408:37 PM by LaserDisk
Every time an update come out something gets broken and so many posts here go unanswered by support. At least in the past, responses would come but not anymore. It's like Meta doesn't even care anymore and does not address serious issues.
I posted weeks ago that I bought a Rift version of a game by mistake (no idea how my phone app store switched to the Rift store), I never installed it and refunded it only to get an auto response that the refund could not be processed because they were unable to refund to the card I purchased it on. Why, I have no idea because it's the only card I've ever used here and I was able to immediately buy the Quest version of the game that I bought by mistake. Over a month later and I still don't have a refund despite multiple live chats and case numbers that promise I will hear back within 24 hours.
And now, a new problem:
Since June 26th (when my Oculus/Meta app updated) my Move data no longer syncs to my Apple Fitness App on my phone. It always did before. Now no data is syncing anymore. I've had three days of nothing on in my Fitness App and the Move app says I have over 3 hours a day and well over my calorie goal. My Move settings say that it's sync'ing but it isn't. If I go into the history of sync'd data, the last date in there is the 26th of June.
I checked everything and all of the permissions and switches are turned on to sync this information. Restarts of the phone, headset and apps are all not helping at all. It always worked before and I've changed nothing and now this new app update has broken it.
Hey there @cvan65! We want to make sure you are getting the best experience possible and we are here to help you as best as we can! In order to get a better understanding of your current status of your refund, and assist you with the issues you are having with your app, please send us a PM! Please select our name to get to our profile page, or click here: https://metaque.st/CommunitySupport. 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.
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I sent a message saying the same thing that I said above. Not sure why it has to be a private message, as answering here would help others that run into this issue.
Hey @cvan65. We know that the issues you're experiencing are super important to you, and we are here to support you in resolving things in any way possible. In regards to your refund issue, it does look like you already have a case open with the upper level of support. You'll want to confer with them on the progress of the case. We do see that things are still underway with providing you the refund on our end, and we appreciate your patience while working through the issue for you. For the issue with movement syncing for your Apple Fitness app, have you tried to uninstall and reinstall the app to try syncing again? If not, this is something we suggest trying to see if it fixes things for you. If you have done this with no avail, then we recommend checking out the link here for more information on how to adjust settings for syncing the app and your headset together. You may also just need to clear your storage from syncing as well. Follow the directions here for that process.
You can stop syncing and delete your Move stats, history, and the information you’ve provided at any time. To stop syncing and delete your Move stats from our servers and your headset while you're in VR:
Press / on your right touch controller to pull up your universal menu.
Hover over the clock on the left side of the universal menu. When Quick Settings appears, select it to open the Quick Settings panel.
Select Apps.
Select Meta Quest Move
Select Settings
Select Delete your Move information.
If you only want to stop syncing your data temporarily but keep your information on the headset, you can switch off the Connect Move to Meta Horizon Mobile App in the same Move settings panel.
To delete Move data from the Meta Horizon mobile app and our servers:
Navigate to your Privacy Center on Meta.com from your computer.
Click Delete Your Meta Quest Move Data.
Keep in mind that your Meta Quest must be connected to WiFi before we're able to delete your data from our servers.
Looking forward to your reply!
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Hey hey @cvan65. Just swinging by here again to see if you've had any success at resolving things with your issue, if you had any further questions for us and if there's anything else we could recommend as far as troubleshooting goes. Hope to hear from you soon. Have a good day!
If you're the author of a thread, remember to mark a reply as the Accepted Solution to help others find answers!
I would love to confer with them about the status of my refund but no one ever responds to my inquiries. Why does it require an almost two month wait at the upper level of support to get a refund for a game that I never even installed? My guess is that Meta's automated system attempted to refund the full price of the game to my credit card, however, since I used a 30% off Discount code and had a $5. credit in the Meta store that the amounts did not match so the cc did not accept the refund. I have said repeatedly that I'd be happy to just get a store credit but I have been ghosted by support as they do not answer any follow up inquiries that I send.
I've done everything with the Move app as far as clearing caches, disconnecting the link to the phone app and Apple Fitness and then setting it all up from scratch again and the problem persists. The Meta app reports that the data is sync'ing to the Fitness App but nothing is being sent there.
We completely understand how time consuming this has been and wanting to just get a direct response from support @cvan65. Although our specialist team via email is the best route to go seeing as you already have a support case open with them we would like for you to send us a PM so that we can gather some account information to look into the issue for you or at least update our specialist team but we would need to do that privately. We hope to hear from you in a PM but if not that is okay and we understand. If you decide not to send a PM please reach back out via email to your specialist team.
If you're the author of a thread, remember to mark a reply as the Accepted Solution to help others find answers!
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