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Avah (12/28/2024, 2:18:15 PM): Meta Quest
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Avah (12/28/2024, 2:19:47 PM): My old account got suspended but then it was
appealed and now I have it back by I lost all the games I paid for and I want to
know how I can get the game that I paid for back.?
Meta Store Support Bot (12/28/2024, 2:19:47 PM): If you’ve received a notification
that your Meta Horizon profile is restricted:

• A report against your account or content you created was reviewed and deemed in
violation of the Code of Conduct for Virtual Experiences or our Terms of Service.
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Avah (12/28/2024, 2:21:43 PM): But how do I get back the game that I paid for.?
Meta Store Support Bot (12/28/2024, 2:21:44 PM): You may be eligible for a refund
if you:

• Requested a refund within 14 days of purchase.

• Played the content for less than 2 hours.

Meta Store Support Bot (12/28/2024, 2:21:44 PM): If you wish to return a game or
app go here:
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Avah (12/28/2024, 2:22:03 PM): Contact Support
Meta Store Support Bot (12/28/2024, 2:22:03 PM): Our live support agents can
further assist you.

Before we connect you with a live agent, we need additional information.

Meta Store Support Bot (12/28/2024, 2:22:04 PM): Type a brief description of the
issue you're having.
Avah (12/28/2024, 2:26:05 PM): My account was suspended and another agent appealed
the suspension and now I have it back but I lost all the games I paid for and want
to know how I can get the game back even though it’s been over 14 days
Aaron (12/28/2024, 2:27:37 PM): Hi Avah! Thank you for reaching out to Meta Store
Support via chat.
Aaron (12/28/2024, 2:27:40 PM): My name is Aaron, and I will be assisting you with
your concerns today.
Aaron (12/28/2024, 2:27:47 PM): Before we start, I wanted to let you know that just
in case we get disconnected at any point, you can reach back out to us anytime
using this ticket number: #07739516 as a reference.
Aaron (12/28/2024, 2:27:50 PM): Please keep the browser tab and/or chat window open
during the session so that we don't disconnect.
Aaron (12/28/2024, 2:27:55 PM): How may I assist you today?
Avah (12/28/2024, 2:28:24 PM): Meta Store Support Bot
2:22 PM
My account was suspended and another agent appealed the suspension and now I have
it back but I lost all the games I paid for and want to know how I can get the game
back even though it’s been over 14 days
Aaron (12/28/2024, 2:29:40 PM): I see. Thank you for clarifying that. In order to
best assist you, would you mind providing your Full Name, Email and Username for
the affected account?
Avah (12/28/2024, 2:30:21 PM): Avah rowland
Avah (12/28/2024, 2:30:31 PM): Avahrowland@[Link]
Avah (12/28/2024, 2:30:44 PM): And the username is Ms.talk1
Aaron (12/28/2024, 2:31:12 PM): Alright, thank you.
Aaron (12/28/2024, 2:31:57 PM): Hi Avah - it appears that there is a currently
ongoing case for your account.
Aaron (12/28/2024, 2:32:25 PM): For the purchases, you've reached out via email,
correct? Have you been asked to provided screenshots of the previous purchase
confirmations so our team can look into helping you recover any deliverables?
Avah (12/28/2024, 2:34:17 PM): No, no I haven’t but I don’t really have the
purchase receipts anyway
Avah (12/28/2024, 2:36:11 PM): After deleting my inbox the email for my purchase
receipts were deleted too, plus I didn’t get a email when I bought it.
Avah (12/28/2024, 2:39:29 PM): Are you there.?
Avah (12/28/2024, 2:40:46 PM): Hello, if you aren’t here may I get transferred to
another agent?
Avah (12/28/2024, 2:41:48 PM): Excuse me?
Aaron (12/28/2024, 2:42:16 PM): Hi Avah, apologies, we may have lost connection for
a bit.
Aaron (12/28/2024, 2:42:39 PM): I see. Okay, do you happen to have any other form
of verification or transaction history from a bank for example?
Aaron (12/28/2024, 2:43:01 PM): Any sort of information that can provide us a
guideline on how to address the issue for you would be great.
Avah (12/28/2024, 2:43:33 PM): Well when buying it I used Apple Pay so it is in my
transaction history
Aaron (12/28/2024, 2:44:03 PM): Okay. That's good - do note that the transaction
history itself will not have the associated titles of the games in question
however.
Aaron (12/28/2024, 2:44:12 PM): Do you happen to recall the games that are missing?
Avah (12/28/2024, 2:44:47 PM): Job simulator
Aaron (12/28/2024, 2:45:09 PM): Alright. Is it that one game?
Avah (12/28/2024, 2:45:23 PM): Yes it is.
Aaron (12/28/2024, 2:46:45 PM): Alright - in that case in order to try and avoid
some of the red tape and some of the waiting you may have to do, I'm just going to
go ahead and give you store credits you can use to repurchase the game - is that
alright?
Avah (12/28/2024, 2:47:15 PM): Yes
Avah (12/28/2024, 2:47:30 PM): I only know of the game being 20$
Aaron (12/28/2024, 2:48:18 PM): That's fine. Alright Avah - as an apology for the
inconvenience, I'm going to go ahead and grant you $30 in credits so you can make
another purchase, is that alright?
Aaron (12/28/2024, 2:48:49 PM): It could take longer for our team to reach out to
you due to the holiday rush, so I recommend this instead of waiting for our team to
reach out to you in the meantime.
Avah (12/28/2024, 2:48:49 PM): Yes , thank you.
Aaron (12/28/2024, 2:49:22 PM): Alright. Since purchases are best used for parental
accounts, is it alright if I add it to the Guardian account?
Avah (12/28/2024, 2:50:00 PM): Yes
Aaron (12/28/2024, 2:50:13 PM): Ok, would you mind providing your Full Name, Email
and Username for that account?
Avah (12/28/2024, 2:51:15 PM): Avah Rowland
Avah (12/28/2024, 2:51:24 PM): Avahrowland@[Link]
Avah (12/28/2024, 2:52:08 PM): Sorry he email for the guardian is
Patriciarowland1234@[Link]
Avah (12/28/2024, 2:52:36 PM): And the username is Ms.talk2
Aaron (12/28/2024, 2:52:58 PM): Alright, thank you!
Aaron (12/28/2024, 2:54:41 PM): Alright, thank you so much for your patience, Avah!
I've gone ahead and added a One-Time Exception of $30 credits to your account to
make up for the missing entitlements.
Aaron (12/28/2024, 2:54:41 PM): Thank you so much for your patience throughout, and
I hope that helps!
Aaron (12/28/2024, 2:54:41 PM): Is there anything else I can assist you with while
I have you here on chat with me today?
Avah (12/28/2024, 2:55:21 PM): Thank you, and no I don’t have any other problems.
Aaron (12/28/2024, 2:55:34 PM): Alright, thank you so much for reaching out today!
You may receive a short survey through email within the next 48 hours, and I'd
appreciate you sharing any feedback on the service you received today.
Aaron (12/28/2024, 2:55:47 PM): Happy New Year, and have a very happy weekend!
Avah (12/28/2024, 2:55:54 PM): You too.