Quest 2 - all purchases/account info missing

[TheSeruZmaj]

I had some pretty bad stick drift that I wasn't able to fix so I finally progressed to the factory reset after upgrading my old Facebook based app to the Meta app. The Meta app could not connect to my headset although it was able to detect it. Before doing a factory reset I did a cloud backup from the headset. I then performed a factory reset on my Quest 2. The Meta app now successfully connected to the headset and I was able to sync the new controller.

Doing so of course removed all my downloaded games. I'm trying to get them back, however my purchase history has also cleared. I've been trying to get support but Meta can't find my device via SN, Facebook Account, Email Address, or any other method I've been able to find on the support website.  It seems to get support via a real person they have to be able to figure out who I am in their system first, which the system can't do.

Even the now free game Population One that saved all progress on it's own servers has lost everything so it appears I'm on a completely new account for some reason, without ever setting up a new account.

[d0gg]

There was a mandatory switch to a Meta account from older Oculus accounts, meaning if you previously used an Oculus account to access your VR device, you were required to create a Meta account to continue using it after a specific deadline (January 1, 2023) to maintain access to your games and data; essentially forcing a switch to the Meta platform with your old account information. So if you didn't switch to the account by then, that means the games and data are lost.

[TheSeruZmaj]

I made the switch in time, and I've been actively using the headset since then.

[d0gg]

huh. That's odd then. 

Have you contacted meta support?

I would recommend choosing the option to talk to them via WhatsApp. I have always had a positive experience when I go that route.

You just need to go to the support area at meta.com and choose the WhatsApp option for support.

[TheSeruZmaj]

Maybe I'm blind, but I keep getting into a loop of:
"Still need help?
Tell us what you need support with and we’ll find the best solution for you."

Click the Get Support button and end up back at the generic help portal. There's no option for help via WhatsApp.

[d0gg]

https://www.meta.com/help/support

Choose meta quest software or content

Choose other software or content issue

Next page is the picture I posted.

[TheSeruZmaj]

I get:

Logging into another account doesn't work since as far as I can tell, I only have this one (unless I wanted to log into my wife's which I don't.)
Verify with another Method can't find based on the SN of either headset, neither email works, and I have no idea what the purchase order would be. We bought via Amazon I think the Christmas they were first released.
I do not own a device stops forward progress since the team can't help without a device.

I do appreciate all your help, I'm just going in circles trying anything at this point.

[d0gg]

You can create a new account just to allow you to connect with the support. then explain why you are there. 

then explain what is going on to the support rep. provide them the SN from the arm on the Quest 2.

With any luck they will be able to figure out what is going on.

[Choleni · Accepted solution]

Hi @TheSeruZmaj 🙂

yes, the problem is....... there is no device shown to your account.

That's why you can't enter the whatsapp, chat, email page.

@d0gg  Unfortunately, a new account won't help either, since there is also no device.

@TheSeruZmaj   Send a PM @MetaQuestSupport so they can look into that.

Click on their name and then the "send message" button.

Good luck!

[TheSeruZmaj]

Thank you @Choleni  and @d0gg 
MetaQuestSupport was able to sort it out.

It appears that my original account with all my info was saved as another version of my account name under my original email address while the account that kept getting logged in to my App, headset, and even here was my current account under my new email. I switched email addresses when the Facebook/Meta change occurred and it actually created a new account entirely. Since I didn't use the App, it didn't change the account info until recently. Thank you all!