verify account/change to adult account

[Silverbeard84]

hi i created a account orignally for my son (well over a year ago) who will be 13 next month, 

he is the admin on the meta quest and i have a account added.

the problem is it wants to verify him, but as the year is wrong for him it looks to be it will be deactivated, so to make sure we dont lose the account which has purchases on it (can no longer get on account as sent over ID)

how do i change the admin account to me and add him as a family member, 

i cant find a support email i can contact to try doing this before the account get deactivated  

thanks 

[ADHenchD]

Hey @Silverbeard84 !

There have been other users who have had similar issues, I'll summarise it here, and also include the link to the thread here. This is a tried and tested method, but results may vary.

"I was able to get my son restored; sort of. 

* We had to comply with the required structure of parent account \ child account

*  Purchases made on the suspended child account could not be transferred but we were able to have all of them refunded; purchased between 12/25/2023 - 1/21/2024. 

* Free games that were included with purchase and redeemed by the suspended account were transferred to a valid parent account. 

* The child’s original email account is still locked so a new account (GMail) was required. This account is temporary.

* Our suspended account is not going to be restored. It will be deleted. 

Steps: 

1. Create new email account for child. ex: twelveyearoldchild@gmail.com. The banned, suspended@gmail.com, account will be used to request refunds. 
2. Use parent email (parent@gmail.com) account to log into meta.com. Create an account if necessary. 
3. Once the parent is logged in, use the Family Center to "Add" the childs email (twelveyearoldchild@gmail.com) as a Supervised Account. ( https://familycenter.meta.com/accounts/ )
4. Check the inbox for twelveyearoldchild@gmail.com, complete any necessary registration steps. 
5. Factory reset the headset
6. Log in to headset with parent account
7. Use the headset UI to add the child’s account
8. Once child is playing on the headset with the parent monitored account twelveyearoldchild@gmail.com, start refund process. 
9. If eligible, use meta.com Chat feature to request refunds for any purchases on the suspended account, suspended@gmail.com (https://www.meta.com/help/support/?g1=5677250625703607&g2=5699619870136632&g3=none&et=none&sg=skip).
10. Also use the Chat team to request transfers for any game codes that were redeemed by the suspended account to the valid parent account, parent@gmail.com.
11. After 30 days, the suspended account should be deleted. At this point you can change the child’s monitored account from twelveyearoldchild@gmail.com to the original email (suspended@gmail.com), if desired.
12. If the original account is restored, the account twelveyearoldchild@gmail.com could be abandoned or deleted at the provider at this point.

The support team was very helpful but it took some time. Email will also work but I found Chat to be faster. Verifying identity was very important; account details, purchase history, etc. Also ensuring the parent / child monitored account rule was respected was vital. Good Luck. "

[MetaQuestSupport]

Hello there, @Silverbeard84. We understand how important it can be to keep access to purchases, and have accounts setup for the proper age use for parental controls.

First, in order to change the admin account on a headset, you will have to perform a factory reset, This will let you setup the headset again using another account. Do keep in mind this will not change the need to verify the age of the original account.

Next, in order to keep your sons account, you will have to verify his age and have his account converted for the proper age group. If you are having problems verifying his account, you can send us a message at any time from our Profile Page while logged in.