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Pending balance payment when device is removed (referral links)

Caddie2908
Explorer

Hello,

I returned my Quest 3 (128 GB) to Amazon so that I could purchase the 512 GB version there. I hope that the new quest will arrive in the next few days. So of course I deleted the device from my devices on the website.

Looking at the meta app, the “blue bar”, under which you can find the referral links, has now disappeared. I still had numerous €5 credit payments outstanding because others bought a game using my referral link.

Are these outstanding store credit payments now lost just because I don't currently have a device? But I bought the games and passed the links on to friends.

Best regards
Caddie

9 REPLIES 9

MetaQuestSupport
Community Manager
Community Manager

Hi there, @Caddie2908! You definitely shouldn't have to miss out on your earned store credits while you're in between headsets, so we'd love to help! By the way, it is important for us to mention that returning the headset shouldn't affect any store credits on your account, including ones received from the referral process. As long as the friends you've sent these app referrals to have successfully purchased the game through your link, you should be good to redeem your credits within 14 days. To clarify, are the credits you're referring to the ones already redeemed on your account or the waiting to be redeemed from these app referrals? Let us know and we can continue from there! 

If you're the author of a thread, remember to mark a reply as the Accepted Solution to help others find answers!

Hello and thank you for the answer,

The store credit is not the problem, as it is still available.

The problem is that I no longer see the outstanding referrals, so I can't press the "Redeem" button because it's no longer there.

The “blue bar” where I can see the referrals I have given or the referrals from others is not there, so I cannot use them.

This can be seen in the screenshot below.

My only concern is that the outstanding referrals will be lost because I can no longer redeem them. Of course it wouldn't be a problem if I just didn't see it until I hopefully received my new Quest 3 with 512 GB next week.

I hope you can clear this up.

Thank you

Screenshot_2023-11-28-17-47-11-01_29c94a38218053308dabc2642404f952.jpg

Hello, hello, @Caddie2908! Thank you for sharing that screenshot for reference. Okay, since that bar has disappeared, we'd like to recommend some troubleshooting steps to get your Meta Quest mobile app back in order. Please try out the following steps in order, then get back to us with your results:

  1. Ensure both your headset and the Meta Quest mobile app are completely up to date with the newest software version.
  2. Uninstall the Meta Quest mobile app.
  3. Restart your phone.
  4. Clear your phone's Bluetooth cache.  (this is different for every device so we suggest researching the best method for your particular phone.)
  5. Restart the headset by pressing and holding the power button for around 10 seconds until it turns off, wait thirty seconds then press and hold the power button until your headset turns back on.
  6. Reinstall the Meta Quest mobile app and log back in to see if that referral bar is still unavailable. 
If you're the author of a thread, remember to mark a reply as the Accepted Solution to help others find answers!

Caddie2908
Explorer

Unfortunately I don't currently have Quest 3 because I sent it back to Amazon to exchange it. I should receive the new device next week and will have to hope by then that I can redeem the referrals later if I can integrate a new headset into my account.

Hey there, @Caddie2908! We did want to let you know that after checking in with our experts, we've confirmed that the referral process does require a headset on the account in order to proceed with the process. If the headset is removed from the account while the process is on-going, it is possible that those outstanding credits will not be redeemable in the future due to this interruption. To clarify, the referral program can only be accessed by a Meta Quest device owner. For more information on this matter, please check out the Meta Quest App Referral Program Terms for future reference. Although we know this is hardly the best news to share, we are pretty glad to have been able to get to the bottom of this situation for you. Should any further questions pop up, please be sure to let us know. We'd like to do everything we can to get those answers into your hands! 

If you're the author of a thread, remember to mark a reply as the Accepted Solution to help others find answers!

This is very, very, very, very frustrating news.

I had a Quest 2 and am just in the process of swapping the Quest 3 (128 GB) for a Quest 3 (512 GB). This could also happen if the device is defective and I just remove the device properly. So even though I don't own the Quest right now, I'm still a Quest user and always speak enthusiastically about this device.

For this reason, I advertise it a lot among friends and acquaintances and also like to use the referral links, which have also enabled several people to activate a new quest.

I would like to express it in numbers: before deleting the quest (128 GB), I had 25 or 26 outstanding referral bonuses of €5 each.

And just because I idiot duly removed the device from my account two days ago, is everything now lost?

Sorry, I find that very frustrating, because with link sharing I ensured that many others bought games.

I hope that you can offer me an alternative here, because what happened was not information that is displayed when deleting the device. It just states that the data from the headset will be deleted.

Please try to find a good solution for me.

Hey, thank you for reaching back out! We absolutely understand where you're coming here, as this is certainly not a situation we want for any of our users. With this in mind, we'd be glad to look into your available options from this point. It's crucial for us to explore how best to tackle this issue, so could you please send us a PM when you get a chance? 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'll be looking out for your message! 

If you're the author of a thread, remember to mark a reply as the Accepted Solution to help others find answers!

Caddie2908
Explorer

I sent you a message via PM.

Thank you for sending us that PM! We'll be with you shortly!

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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