Suspended child account

[svante.edensvard]

Hello @MetaQuestSupport

My son cannot play his VR headset anymore. An error says he is under age.

I have tried to convert his account to a managed account without any luck. I get the error message that the email address is already used for my account.

I have also tried to setup a proper account for him but he has neither identification card nor credit card of his own so the identification process you provide does not work for us.

I need immediate help.

My son plays Gorilla Tag and I need to understand the implications to that specific game when converting his account to a child account. What happens to purchased items, achievements, levels and so forth.

I look forward to hear from you.

[Saxen2]

Hi
I have the same issue, my account is suspended and no way to get toi know why it is suspended.  There is a link to a oculus, but this ends in "...oops, you are lost!"
How to solve the issue?

[MetaQuestSupport]

Hey there,

If your son is under the age of 13 and he was initially set up on a standard Meta Account, this would be going against our terms of service so we would be unable to unblock the account, therefore you will need to create a new parent managed account for him.

Anything on the old account will not be able to be transferred to a new account. However, if it is logged in on the same device you may be able to app share to a new account.

You can enable app sharing by following these steps:

1. Press / on your right Touch controller to pull up your universal menu.
2. Hover over the clock on the left-hand side of the universal menu. When Quick settings appears, select it to open the Quick settings panel.
3. Select Settings in the top right-hand corner, then select Accounts.
4. Select the toggle next to App sharing to turn on app sharing.

If you already have a parent managed account but this has been flagged as underage, please send us a private message so we can investigate this issue with you.

To send us a private message, 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.

[svante.edensvard]

Hello

My son is devastated. We have bought and collected items in Gorilla tag, many of which not available for purchase anymore. This is a disaster. I really hope we can find a way to come to a solution.

It seems to me that I can make his account a parent managed account following these instructions: Give an existing Meta account to a child but I fail. Maybe I need help on this.

We also need to be able to change his date of birth once he has the means of identification needed for the identification process. I want to be sure this can be done smoothly.

May I also ask where you got the information needed to decide on account suspension. This might help me understand the case, and how to proceed.

// Svante

[MetaQuestSupport]

Hey there @svante.edensvard,

We understand it can be a frustrating experience to encounter issues with ID verification. Please send us a private message so we can look further into your case.

To do so, 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.

We want to get your son gaming again as soon as possible!

Looking forward to hearing from you!