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Ticket #3252129 Created 56 days ago with no resolution. Cannot add any payment method.

blyler
Explorer

@MetaQuestSupport @Ryanality 

 

I cannot add any payment method for my oculus account. Here are all the steps i've tried:

i’ve tried multiple different cards and i’ve also tried paypal. When i try to add a payment method i get the following error message:

“Incorrect Card Info
Please review your card info and try again, or contact your bank for assistance.”

I have contacted my bank and there are no errors or holds on any of the multiple cards i’ve tried nor on my paypal account. i’ve even stayed on the phone with my bank while i tried adding an oculus payment method and they did not see any access attempt hit my account. My paypal account is verified and i have a US address.

To try and resolve this issue, I’ve tried:
- Adding the payment method from the app on multiple devices on both android and ios.
- Adding the payment method in VR using my oculus device.
- I've tried adding the payment method through the website on multiple computers, multiple operating systems, and multiple browsers.
- I’ve tried adding a payment method using multiple different internet connections, both cellular data and wifi, using multiple browsers, phone oses, and operating systems.
- I do not have any anti-virus or firewall software nor do i have a hardware firewall.
- I have also tried creating a new facebook account, connecting that new account to my oculus device, and adding my payment method that way.
- I have also tried deleting my account and reactivating it
- I have seen many hundreds of posts on forums of users with this exact same issue. Here are some example support threads of users with this exact same problem going back to 2017. i can provide more support thread examples if you need me to.
https://forums.oculusvr.com/t5/Support/I-can-t-add-payment-method-to-my-account/td-p/557806
https://forums.oculusvr.com/t5/Support/Can-t-add-my-Credit-Card-to-Oculus-Home/td-p/548127#latest

I contacted support on August 31, and a ticket was created (#3252129), but Oculus has not responded to me in 51 days. The last communication I received from Oculus support was on September 4th. It has been a total of 55 days since this ticket was created and there is no communication from oculus on a resolution.

Yesterday, someone named "Amy" (AmanK in the email subject) contacted me through email yesterday and said, "We've made some changes to your account on our end. You should now be able to add a payment method to your Oculus account or you can re order again." However, since receiving this email, I have tried adding a card and paypal from both the app and from multiple web browsers, and I am still unable to add a payment method. On the app, I get the error message "Incorrect Card Info" but i have double-checked all my card info and it is not incorrect. In the web browser, when I try to add a card I get, "there was an error trying to add your payment method." In the web browser, when I try to add paypal, I get this error message, "Something went wrong and we were unable to add this payment method. Please try again."

 

 

26 REPLIES 26

Ryanality
Community Manager
Community Manager

Thanks for confirming that, I figured that was already done but just wanted to make sure just in case it was "something simple" 🙂

It really only applies to older accounts created before Oculus accounts were merged.

 

In any case, I'm digging into your case and you should get a response on that ticket once the team has been able to investigate.

Help others find great discussions and answers by adding kudos and marking solutions to your questions.

@Ryanality man, thank you so much. I can't tell you how good it feels for someone to actually tell me they're looking into this.

@Ryanality someone named "Rory" contacted me yesterday and asked me to confirm my oculus username and email as well as send screenshots. I confirmed those and sent him the screenshots but i have not heard back. So far, anytime i'm contacted, it really seems like the support person never sees my response because I never hear from them again.

blyler
Explorer

@Ryanality I still haven't heard back from Rory. Did he get the information I sent?

Ryanality
Community Manager
Community Manager

I'll check in for you! I know the team is pretty busy, so they might not have had a chance to see your reply yet.

Help others find great discussions and answers by adding kudos and marking solutions to your questions.

blyler
Explorer

@Ryanality I'm telling you this because i do not get contacted unless you tell me you'll check in, so i'm contacting you so that I can receive a response. Rory contacted me again shortly after you said you'd check and asked for the first and last for of my cc, as well as my paypal email address. I gave those to him after trying his suggestions of deleting and reinstalling the app as well as switching my paypal payment method and I still can't add a payment method. i'm still getting the same errors i sent screenshots about.

@Ryanality Rory contacted me again shortly after you said you'd check and asked for the first and last four of my cc, as well as my paypal email address. I gave those to him after trying his suggestions of deleting and reinstalling the app as well as switching my paypal payment method and I still can't add a payment method. i'm still getting the same errors i sent screenshots about.

Ryanality
Community Manager
Community Manager

Sorry you're still having trouble! Make sure you update the case too and I'll reach out to Rory as well.

Help others find great discussions and answers by adding kudos and marking solutions to your questions.

blyler
Explorer

@Ryanality  I tried adding a card again today at 10:16am CST. That would be 8:16 for you guys. If you're checking the logs for errors, you should see the errors at that time. I'm just trying to do what I can to help you guys figure out this issue. let me know if there's anything else I can do to help. It has now been 63 days since I opened this issue. Thank you for your help!

blyler
Explorer

@Ryanality I have not received any communication about this case since Thursday, October 28th. 6 days ago. Today, between 12:25 - 12:29 pm CST, I tried adding two cards again, and two different paypal methods, in both the app and the browser. I'm still getting the same error messages. I also uninstalled and reinstalled the app again before trying this.

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