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How can a Support issue be escalated?

Daniel.Needles
Level 4

When I added a second Oculus to my account, suddenly all existing Payment Methods disappeared and I was unable to add additional payment methods.  I tried Chrome, Edge, and Firefox as well as the Oculus itself and used two different paypal accounts and 3 credit cards all which have worked before and since.

 

This problem started May 19th. But ticket 2857592 hasn't been responded to since June 2nd and it is July 4th.  I tried Reddit, this forum, chat (when available) and I am responding every day via email to the existing ticket.  There doesn't appear to be an executive office that can be contacted like Amazon, Lenovo, and other companies have.

1 REPLY 1

Daniel.Needles
Level 4

Though I never heard from support, I did fix this issue on my own it seems.  After 3 months and 2 days (May 19th) and over 4 tickets opened, I still haven't heard from support since June 2nd.  What it might be is I had Developer Mode turned on for both Oculus'.  This time I went into the Oculus App on the Phone, I went to Devices, Connected to the newer device and then clicked on store and it just worked.  Specifically, instead of asking me to log into Paypal or specifying a credit card, it showed the original credit card I entered before it broke and I simply entered the pin.  When I checked the other oculus the Developer mode showed as a single multiple choice circle rather than a slider.  I clicked on it and it reloaded as a slider with it flipped on.  My guess is that glitchy code stopped the adding of the second oculus and left the store in a half installed state.  Unfortunately this is all guess works as Oculus Support never provides any details over the phone and never returns calls, emails, etc.  But that is my best guess.