According to Facebook, a “small number” of customers were banned from their new Oculus Quest 2 headsets after shoppers reportedly were unable to use the virtual reality headsets because their Facebook accounts were locked. On Twitter, users were encouraged to contact Oculus if they had problems.
How UploadVR Yesterday users reported that they complained about being suspended for some unclear reason while trying to set up Quest 2. For example, a poster on the Oculus subreddit described how they were banned after creating a Facebook page for the first time and merging it with an existing Oculus account. “I signed up on the Facebook website to block my profile as I didn̵
We understand that a small number of customers are having problems using Quest 2 with their Facebook accounts. If you’re one of the few who have trouble setting up, we’re here to help. Just grab it and start a ticket: https://t.co/W0iGW16GqS
– Oculus Support (@OculusSupport) October 15, 2020
The Quest 2 is the first Oculus headset that requires a Facebook login instead of a login with a separate Oculus account. Many existing customers have used Oculus accounts in previous headsets, and Quest setup requires them to be merged – a process that has been far from seamless for some users. Oculus promised in a statement UploadVR that this would not permanently affect access to purchased games. “Someone may experience a temporary problem accessing content if they are having trouble logging into their Facebook account on Quest 2. However, once those login problems are resolved, they can access their content,” a spokesman said.
New Oculus buyers who are already active Facebook users may see fewer problems as they are simply asked to log in through Facebook without having to merge accounts.
The potential for a lockout was a known risk for the Oculus Quest 2, which was announced in September and shipped yesterday. Facebook requires users to use their real names for their service, and it locks accounts it believes are spurious. It can recreate them when users send pictures of driver’s licenses or other proof of identity, but the process can be slow, impersonal, and a hit-or-miss thanks to the massive size of Facebook.