We have previously reported that the Oculus Quest 2 requires a Facebook account when setting it up. Now users are reporting that their accounts are being locked or banned by the social media giant’s verification system.
Users who do not have Facebook accounts or have to reactivate long dormant ones are reporting issues that cause instant suspensions. The account verification system is automated and in certain cases they require photographic evidence of the user’s identity. The photo will have to be assessed by a human. So, in the best-case scenario users will have to wait for weeks until the support team verifies their identity.
If the assessment fails, there does not seem to be any way to appeal or reverse the decision. Users have taken to Reddit and Twitter calling the Quest 2 a glorified “paperweight”.
In response to this issue, Facebook emailed a statement asking the affected customers to contact Oculus Support.
“People who are having trouble logging in to their device aren’t losing access to their purchased content, based on what we’re seeing in customer service reports. Someone may temporarily experience an issue accessing content if they have trouble logging in to Quest 2 with their Facebook account, but they will be able to access their content once those login issues are resolved.”
During an Instagram AMA, the VP of Augmented and Virtual Reality at Facebook, Andrew Bosworth, provided a response to questions about the account issues.
“So, I mean I think people should continue to make sure their Facebook accounts are in good standing before they buy the headset. They can work through those problems before they do it.”
It seems controversial to place the onus on the customer; Facebook have already been in hot water over the anti-trust nature of this move and placing the blame on the user does not seem like the right way to go.