Hi @MajorPapa! Thank you for reaching out to us in regards to this matter. We understand how important parent supervision is to you, and we would love to help get this resolved. In order for us to do so, please provide us with the following information:
Have you attempted to uninstall and reinstall the Meta app on your mobile device?
Are you able to access the parent supervision dashboard for your child's account on a computer?
If you're using an Apple device, while the Meta Quest app is open, navigate to Settings and turn ON airplane mode. Navigate back to the Meta Quest app and swipe to close the app. Navigate back to Settings and turn OFF airplane mode. Navigate back to the Meta Quest app, then try to access the child account; it should launch correctly.
We hope to hear from you soon! Have an awesome day!
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Hi @MajorPapa! We hope you're having a good day so far. We just wanted to check in with you and see if you were still having issues with Family Center. If you still need any assistance, please don't hesitate to get back to us so we can continue working towards a resolution with you! Have a phenomenal day!
If you're the author of a thread, remember to mark a reply as the Accepted Solution to help others find answers!
Hi @MajorPapa! Thank you for providing that information and clarification on the type of mobile device you are using. We are glad you were able to access your child's account settings from a computer as an alternative; however, we understand this can become an inconvenience. We would like to offer steps to report a problem with the Meta Quest mobile app supervision feature.
To report a problem from the Meta Quest mobile app:
Shake your phone until the Report a Problem screen appears.
Tap Something Isn't Working.
Follow the instructions to submit your report.
Please provide as much detail in your report as possible to allow our team to perform further investigation into the root cause of the issue. Have an awesome rest of your day!
If you're the author of a thread, remember to mark a reply as the Accepted Solution to help others find answers!
Hello @MajorPapa! Thank you for the swift response. We are sorry this issue is continuing for you. Another option to report a problem with the Meta Quest app is by using the headset itself.
Press the Meta Quest button on the right touch controller to pull up your universal menu.
Hover over the clock on the left side of the universal menu. When Quick Settings appears, select it to open the Quick Settings panel.
Select Report Problem
Select include or don't include to add complete logs and diagnostics.
Follow the instructions to submit the report.
When you report a problem, information about your device, account, and the apps you're currently running will be automatically included in this report. You're also able to choose to include additional logs and diagnostics, such as user activity, network logs, and crash reports associated with your device. These additional logs help us better understand and fix issues. We hope you have a wonderful day!
If you're the author of a thread, remember to mark a reply as the Accepted Solution to help others find answers!
Hey @MajorPapa! We just wanted to follow up with you on the issues you were having with reaching the child settings from supervision mode. Did you still need assistance with this matter? Talk to you soon! Have a great day!
If you're the author of a thread, remember to mark a reply as the Accepted Solution to help others find answers!
Hi @MajorPapa! Thank you for your swift response. We appreciate you updating us on this matter. If you haven't already, try to access the supervision mode on the app while disconnected from the Wi-Fi connection, or try a different network connection while using the Quest app. Also, we can try logging out of your account in the Quest app, then uninstalling and reinstalling the app. Sign back into your account and pair the headset back to the mobile app if you need to. Next, try to navigate back to the supervision mode for your child's account to check if the app will now load up correctly. Please follow up with us if you are still running into roadblocks on this matter. We hope to hear from you soon.
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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