Some Facebook users who have been hampered by the company’s seemingly impenetrable support channels have found an interesting — and expensive — loophole to access their locked accounts: buy an Oculus Quest headset, as reported by NPR. But it doesn’t seem like a reliable way to access it, as many reports online indicate that the solution didn’t work for them.
The crux of the problem is that it is often difficult to know if Facebook is receiving support requests when you submit them through its normal channels. By NPR:
Facebook tells users to report hacked accounts via its website. The site instructs them to upload a copy of a driver’s license or passport to prove their identity. But the people NPR spoke to said they struggled with every step of this automated process and wished Facebook would provide a way to reach a real person.
“I sent these forms in the morning, afternoon and evening several times a day”, [Jessie] said Marsala. “Nobody called me back, not once.”
Facebook says on its own support site that “due to the coronavirus (COVID-19) pandemic, we have fewer people available to review IDs” and that reviews may therefore “take longer than usual”. And a Facebook spokesperson told NPR that “we also know that we need to keep improving in this area and plan to invest more in the future.”
The breakthrough for some people was a tip they found to buy a headset from Facebook-owned Oculus, which has its own customer support system, according to NPR. NPR spoke to two people who successfully accessed their Facebook accounts after purchasing an Oculus. But we found one number by reports indicating that Oculus support has not has provided a smoother support experience, so there’s no guarantee it could work for you.
And even if you’re considering buying an Oculus Quest 2 to get some support, you can’t get one right now – Oculus has paused sales until August 24.