Bought my son quest 3 for Xmas he opened it up set up an account quick put in wrong age and is now banned. He did send in pics of his passport with proper age but is still suspended. He is 12, who can I contact? He can’t login to his account to even fix the error. This is frustrating and I am wasting so much time for such a simple issue
Just keeping updated for all the ppl dealing w the same issue;
meta reached out to me and opened up a dialogue where I could only reply to a message sent to me. I told them about the games purchased and the situation, last message I recieved was about 2 weeks ago stating they’ll look into it. I haven’t heard anything since and can’t message them. Pretty piss poor customer support even by today’s standards. Cant believe this is all bc I let my son set up his meta on Xmas day and he put in the wrong age
I'm running into the same problem. The user experience for the age verification workflow makes some implicitly incorrect assumptions about who is accessing the workflow and whether they understand the dynamics of Meta accounts. My wife had used her account for the Oculus and my son had been primarily using it. When the age verification e-mail came, she went through the child account workflow and it resulted in that Meta account being unlinked with her Facebook account (we were charged 1$ and everything). The warnings went away, and we assumed everything was fine until today. We decided to just go ahead and upload his passport info, and that was apparently the wrong option - that resulted in the account being terminated (even though the name and age on that account matched his passport identification.)
I'm anxiously waiting for this to be resolved, but I suspect from everyone else's experiences that they have posted, I may just have to reach out to my state Attorney General to see if he can get some action. This is insanely bad customer experience.
i am having the same issue. i uploaded his passport and my id. i have reached out on my account and spoke with a live chat person but still nothing as of now. I messaged the support account on here so i am waiting for a reply. we are still within the return window for the devices so if this isnt fixed ill delete my account and return the headsets then dispute the charges for the games bought. i dont want to do this but theyre method of age verification sucks if you cant update it to fix it
Hi there, @i_shine! We understand that this is not the experience you were hoping for, and this surely isn't the outcome we wish for our users. Therefore, we just wanted to reach out and let you know that we've received your message, and we'll be more than happy to continue assisting you with this suspended account via PM. Thank you!
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Sons account banned for age verification, i have the same issues my son bought his Meta quest 3 27th of July and he is 12 but he entered 13 years old and now he is banned and no clear instructions for what to do next , please advise procedure of this issue. Many thnks in advance Jasper
Hey there, @Jasperkalf! We definitely want for your son to be able to use his headset, but in order to do so he needs to be on an age-appropriate account. If you check the email address linked to his Meta account, you should find instructions on how to convert his current account to one that is parent-managed.
If you're the author of a thread, remember to mark a reply as the Accepted Solution to help others find answers!
Yes I still do need assistance. My son has since turned 13, which I believe is the age where he can have his own accounts, and I'm not sure how to recover his accounts. What needs to be done? Do new accounts need to be created? Can his old accounts able to be reinstated? Right now it seems he's not able to use his headset and he actually hasnt used it since this whole account fiasco.
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