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Can't Merge Accounts

We have an Oculus Quest 1 at work where I used my personal Facebook account with.  Today, I just received my Oculus Quest 2 for my personal device at home.  However, I am getting "Can't Merge Accounts".  This Facebook account is already linked to another Oculus account.  Please contact Oculus support for help with merging this Facebook account with a different Oculus account.  I emailed support as they requested, but I have a brand new Oculus Quest 2 and I don't want to have to wait the 2 days to get it straightened out.  Does anyone have any suggestions?

Comments

  • nalex66nalex66 Posts: 6,355 Volunteer Moderator
    A few days ago, it would have been as simple as unlinking your Facebook account from the work Oculus account. Now that the link/unlink system is retired, you probably need to do this: open the phone app that is associated with your work Quest, or power up the work Quest. You should be presented with the choice of merging accounts or continuing with your Oculus account. Choose not to merge and continue with your Oculus account. This should break the connection between the work Quest and your Facebook account, and your Facebook account should then be free to merge with your personal Oculus account. 
    i7 5820K @ 4.25GHz | EVGA GTX 1080 SC | Gigabyte GA-X99-UD4 | Corsair DDR4 3000 32GB | Corsair HX 750W
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  • mshoutoculus1mshoutoculus1 Posts: 8
    NerveGear
    Nalex, thank you for the advice.  However, we wiped the Oculus Quest 1 out this morning so that we could sell it.  Is there anything else that can be done?
  • nalex66nalex66 Posts: 6,355 Volunteer Moderator
    Nalex, thank you for the advice.  However, we wiped the Oculus Quest 1 out this morning so that we could sell it.  Is there anything else that can be done?
    Even without the Quest, logging into the phone app with your Facebook account or that Oculus account should get you to the merge dialogue so you can choose not to merge those two accounts. 
    i7 5820K @ 4.25GHz | EVGA GTX 1080 SC | Gigabyte GA-X99-UD4 | Corsair DDR4 3000 32GB | Corsair HX 750W
    SSDs: Intel 660p M.2 2TB, Samsung 860 Evo 1TB, 850 Evo 1TB, 840 Evo 1TB | Startech 4 controller PCIe USB 3.0
  • mshoutoculus1mshoutoculus1 Posts: 8
    NerveGear
    I logged in to the work account as you suggested and it says "Please log in with your facebook account.  Since you merged your Oculus account with your facebook account, you need to log in with your facebook account."  My only option is to click the blue "Continue with Facebook".  What should I do?
  • nalex66nalex66 Posts: 6,355 Volunteer Moderator
    Oh, if the Facebook and work Oculus accounts are already merged, that’s beyond what you can fix yourself. Hopefully Oculus support can do something about it. Although they say that merging is permanent, surely they should have accounted for the likelihood of people unintentionally merging the wrong accounts. I’ve already seen a few cases of that come up today. 
    i7 5820K @ 4.25GHz | EVGA GTX 1080 SC | Gigabyte GA-X99-UD4 | Corsair DDR4 3000 32GB | Corsair HX 750W
    SSDs: Intel 660p M.2 2TB, Samsung 860 Evo 1TB, 850 Evo 1TB, 840 Evo 1TB | Startech 4 controller PCIe USB 3.0
  • mshoutoculus1mshoutoculus1 Posts: 8
    NerveGear
    I just received a reply back from Oculus support.  However, I still can't make heads or tails on where to go.  I don't see these settings in my Oculus account or Facebook account at all.  Does this make sense to anyone?

    You can follow these steps for unlinking your work account and also for linking your personal Facebook account:
    1. Go to Account
    2. Select 'My Linked Accounts'
    3. Here, you will see all the linked accounts with your email
    4. Select 'Edit' option button located beside Facebook
    5. From the menu select 'Unlink Accounts'
    6. After successfully completing this, when asked you can add your personal account
  • nalex66nalex66 Posts: 6,355 Volunteer Moderator
    That doesn't match anything I've seen in the Oculus mobile app, desktop app, the Oculus website, or the Facebook website. I looked at the Facebook app on my wife's phone (because I don't use it myself) and didn't see a "My Linked Accounts" menu there either.
    i7 5820K @ 4.25GHz | EVGA GTX 1080 SC | Gigabyte GA-X99-UD4 | Corsair DDR4 3000 32GB | Corsair HX 750W
    SSDs: Intel 660p M.2 2TB, Samsung 860 Evo 1TB, 850 Evo 1TB, 840 Evo 1TB | Startech 4 controller PCIe USB 3.0
  • mshoutoculus1mshoutoculus1 Posts: 8
    NerveGear
    I told him that I couldn't find it and he gave me this:

    1. Please go to the Facebook account on your phone or computer
    2. Click on the Three dots or Your name
    3. This will lead you to your profile
    4. You can find 'My linked Accounts'
    I've looked and looked and it's not there.  Why are they leading me down a path that doesn't exist?
  • nalex66nalex66 Posts: 6,355 Volunteer Moderator
    edited October 2020
    It sounds like they're reading from an old support script for menus and features that no longer exist. There used to be a "my linked accounts" section of your profile on Oculus.com, but that went away at least a year ago when they changed the account system to require a Facebook account for social features. The URL still exists ( https://secure.oculus.com/my/linked-accounts/ ), but it takes you to the Facebook Settings tab on your profile, which has no editable fields.

    I've only had a Facebook account since that change a year ago, but I've never seen a "my linked accounts" menu there, and there certainly is not one that can be accessed by the steps described by Support.
    i7 5820K @ 4.25GHz | EVGA GTX 1080 SC | Gigabyte GA-X99-UD4 | Corsair DDR4 3000 32GB | Corsair HX 750W
    SSDs: Intel 660p M.2 2TB, Samsung 860 Evo 1TB, 850 Evo 1TB, 840 Evo 1TB | Startech 4 controller PCIe USB 3.0
  • OculusSupportOculusSupport Posts: 1,298 Oculus Staff
    Hi there, if you are having difficulties accessing your Facebook account and it's preventing you from accessing Oculus, please reach out to the Oculus Support team with your device serial number so that we can be of assistance! -Kassidy
  • mshoutoculus1mshoutoculus1 Posts: 8
    NerveGear
    Just an update from this morning.  I received another reply from Oculus Support:

    "Thank you for reaching out to Oculus Support. 

    I understand that you are trying to unlink your Facebook account from your previous Quest device. I appreciate the troubleshooting steps that you have already tried and for working with us on this.

    We are going to look into your issue more thoroughly and will require more time to look into possible options available to you or further troubleshooting steps.

    Thank you for your extended patience and understanding, we will do our best to get back to you with more information or an update. 

    If you have any other questions, do reach out to us at Oculus Support for any further inquiries. We're here to support you 24/7."

    I can't in my wildest imagination understand how they would overlook or cause such a thing as not making it easy to unlink a Facebook account from Oculus.  I have a brand new Quest 2 rendered just about useless until I receive a solution from support.
  • nalex66nalex66 Posts: 6,355 Volunteer Moderator
    You can launch the Quest 2 now with your Facebook account, but unfortunately you won't have access to the library of your personal Oculus account, since your Facebook account has been merged with your work Oculus account. Depending on whether you have any apps on that account, you could at least get up and running and try out the Quest 2.
    i7 5820K @ 4.25GHz | EVGA GTX 1080 SC | Gigabyte GA-X99-UD4 | Corsair DDR4 3000 32GB | Corsair HX 750W
    SSDs: Intel 660p M.2 2TB, Samsung 860 Evo 1TB, 850 Evo 1TB, 840 Evo 1TB | Startech 4 controller PCIe USB 3.0
  • DoctorOctaviaDoctorOctavia Posts: 1
    NerveGear
    Sounds like the same boat here too, although can't understand why.

    Oculus app on phone says can't merge because the account is already merged.

    I log into the oculus account on oculus.com and check Facebook settings and it says I'm currently logged out of Facebook

    No further forward and still awaiting replies. Any ideas or someone who fixed this issue?
    Cheers
  • mshoutoculus1mshoutoculus1 Posts: 8
    NerveGear
    I'm feeling blatantly ignored by Oculus support now.  I wrote them this morning and I haven't received any replies.  We were replying back once an hour last night.  Oculus Support Staff, I saw that you replied on this post early this morning.  If you see this, can you PLEASE help us find a solution.
  • nalex66nalex66 Posts: 6,355 Volunteer Moderator
    I did see some Reddit posts about Oculus support resolving incorrectly merged accounts, so there is hope. I'm sure they're swamped today, so it might be a bit slower than usual.
    i7 5820K @ 4.25GHz | EVGA GTX 1080 SC | Gigabyte GA-X99-UD4 | Corsair DDR4 3000 32GB | Corsair HX 750W
    SSDs: Intel 660p M.2 2TB, Samsung 860 Evo 1TB, 850 Evo 1TB, 840 Evo 1TB | Startech 4 controller PCIe USB 3.0
  • RedIzeRedIze Posts: 10
    NerveGear
    this is BS did anyone get it resolved?  wheres the link to chat? im gonna SUE
  • korzmankorzman Posts: 30
    Brain Burst
    still stuck in the "rest assured we are looking into it" loop. Been weeks. still nothing
  • meno23meno23 Posts: 1
    NerveGear
    Ive had the same problem but it was resolved.  I remembered that a while back I had a oculus gear vr.  I would use my phone as a vr and signed in with that oculus gear account.  I had to go to my old samsung phone with the gear vr installed and unlink it.  Oculus Gear vr and the current Oculus app are different platforms. Hope this helps. 
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