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Terrible Customer Support

VanionBrightblade
Honored Guest

I have a Quest 2 we bought back during Covid, and a Quest 3 we recently purchased, and with the changes to Meta, both are about to be locked and deleted.  I have uploaded my Identification and it keeps being rejected.  I am getting fed up with this, there is no customer service for this, and we have a limited time to resolve this issue.

Both Quest's are family devices, it makes no sense to link them to any one person, so we configured them initially as such.  It appears that one device locked the account due to our child using the device.  I am about ready to return these to Costco and go with someone else.  Is there any way to resolve this issue?

Marc

2 REPLIES 2

MetaQuestSupport
Community Manager
Community Manager

Hi @VanionBrightblade! Thank you for sharing your experience with us. We absolutely know how important it is to ensure our accounts are in order and accessible, and we would be happy to look into this for you.

 

While VR is fun, Meta aims to offer the safest and most secure platform to its younger users. If you haven't already, we can recommend checking out the Parent Education Hub to learn more about child accounts and managing them. 

 

It is true that accounts may be suspended or disabled if you use the wrong account for your age. This is to provide safe and age-appropriate experiences for the youngest members of our community. You should have received an email notification regarding the accounts in question, which includes instructions for appealing the account action if you feel it was done incorrectly. If you have not received this email in your spam or junk folders, please reach out to us directly so that we can confirm your account information and investigate further. Select our name to get to our profile page, or click 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.

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

MetaQuestSupport
Community Manager
Community Manager

Hi again! We're checking in to make sure you were able to locate the appeal process email. Please feel free to reach out to us directly, and we would be happy to look into this further for you. 

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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