Same issue, I bought Quest 3, Bought one game, Subscribed to meta plus and then suddenly I have this error. Been 14 days, Multiple support request and I'm still having this issue.
03-19-202408:19 AM - last edited on 03-19-202408:27 AM by AliceinVRworld
Hey there everyone! Thank you all for reaching out to us about your purchase issues. We apologize to all of you for any inconvenience that not being able to make purchases may have caused. We understand that the purpose of a Meta Quest is to play games and apps, so we want to resolve this issue for all of you as soon as possible. In order for us to do so, we kindly request that all of you send us a private message, due to the potential of dealing with private and sensitive information. We're currently unable to offer a public solution due to the fact each person's situation may be unique, and we need to gather all of your personal information.
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Once we receive your private messages, we'll be able to further investigate what's going on all of your accounts. Please include any previous support ticket numbers and screenshots of the error messages all of you are receiving. We're thankful for all of your time, and we're excited to hear back from you all!
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I have already messaged three different "MetaQuestSupport" accounts, The only response I get is that they are escalating the situation and if I have any other concerns to reach out, then after a few days I get the same message with a different staff member. Today is day 15, 4+ different support tickets and no progress of fixing this 😭
Thanks for responding with that update, @S1mplyjoshua! We regret any inconvenience caused by the delay in replying, but we want to assure you that we're eager to solve this problem for you. The OP mentions that they're experiencing difficulty with in-app purchases. Are you having problems making in-game purchases for a particular game, or are you unable to buy anything from the Meta Store at all? While we usually have the ability to help with issues with certain apps, if you are trying to make in-game purchases, unfortunately, we don't have any control over them; they are controlled by the game's developers or support team. Please let us know if this happens to you only when playing a specific game, so we can help you contact the game's developers or support team. We're looking forward to your reply!
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As noted by others, this is a futile exercise. It has now been 3 business days since ,my last update, after 2 other fruitless communications. I understand the issues are variable and case-by-case, but how is it acceptable that we are all waiting approximately ~2 weeks average with no idea on the cause , time to resolution, respond to the support agents and get ghosted, and receive fruitless emails saying "Thank for waiting, when we figure it out we will email you". I have now received 2 such emails and this isn't acceptable nor right. This is becoming disturbing.
** Update: Shortly after posting this message looks like Meta fixed my issue. Looks like backend account changes. I am good to go.
Thank you for providing us with an update about your support experience @1WhiskeyCowboy! As we previously stated, we apologize for any inconvenience caused by the delayed responses, but we want to assure you that our support team will solve this problem for you. We kindly ask that you keep corresponding with support as they will be better equipped to assist you, since you already have an open support ticket. However, if this is an error with a specific game's in-game purchase, let us know so that we can get you in contact with that game's developers. We're grateful for all your time, and we hope you'll have a great day.
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Day 15, On agent 8, my ticket has apparently been escalated for the 8th+ time.
Same generic response I get everytime after two days "
You can rest assured that our team is working on this and once we have an update from them, we will revert back to you immediately as soon as possible.
In the meantime, if you have any other concern please don't hesitate to reach out to us. "
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