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Brady (11/30/2024, 12:10:53 AM): Hello
Youssef (11/30/2024, 12:11:03 AM): Hello Brady, thank you for contacting Meta Store
Support, this is Youssef. I'll be gladly assisting you for today, your case number
is 07579594
Brady (11/30/2024, 12:11:17 AM): Thank you
Youssef (11/30/2024, 12:12:21 AM): I see you have a situation that your factory
reset your headset, and you don't find your apps even though it's backed up right?
Brady (11/30/2024, 12:12:59 AM): Correct
Youssef (11/30/2024, 12:13:57 AM): Are you sure you logged in with the email that
you used to buy the games on?
Brady (11/30/2024, 12:14:11 AM): That’s the thing I forgot the email
Brady (11/30/2024, 12:14:24 AM): And i was using a Facebook account
Brady (11/30/2024, 12:14:51 AM): But I don’t know where to find the email that I
used to create the Facebook account
Youssef (11/30/2024, 12:15:29 AM): Do you remember having screenshots of your games
that might include the email?
Brady (11/30/2024, 12:15:41 AM): Unlikely
Brady (11/30/2024, 12:16:07 AM): I still have access to that Facebook account I can
tell you the name of it
Youssef (11/30/2024, 12:16:31 AM): Great you can check the email on this facebook
from the settings
Brady (11/30/2024, 12:16:49 AM): How would I go about that
Youssef (11/30/2024, 12:17:33 AM): From Facebook settings, Select Settings &
Privacy, then click on Settings.
Youssef (11/30/2024, 12:17:41 AM): In the left sidebar, click on General (this
should be the default section).
Youssef (11/30/2024, 12:17:48 AM): Under the Contact section, you will see the
email address associated with your account.
Youssef (11/30/2024, 12:18:04 AM): that's from desktop
Youssef (11/30/2024, 12:18:05 AM): are you using phone or PC?
Brady (11/30/2024, 12:18:09 AM): Phone
Youssef (11/30/2024, 12:18:26 AM): Tap the three horizontal lines (☰) in the top-
right (iOS) or bottom-right (Android) corner to open the menu.
Youssef (11/30/2024, 12:18:30 AM): Scroll down and tap Settings & Privacy, then tap
Settings.
Youssef (11/30/2024, 12:18:35 AM): Under the Account Settings section, tap on
Personal Information.
Youssef (11/30/2024, 12:18:38 AM): Tap Contact Info. You’ll see the email address
associated with your account listed here.
Youssef (11/30/2024, 12:18:56 AM): let me know if you can see the email Brady
Youssef (11/30/2024, 12:20:36 AM): How's everything going so far Brady?
Youssef (11/30/2024, 12:22:02 AM): Hello Brady, are you still there?
Brady (11/30/2024, 12:22:38 AM): Okay I found the email but the meta account that
is connected to the email is not the same as the Facebook account
Brady (11/30/2024, 12:23:00 AM): Or it’s not the same as the previous meta account
that has all my stuff on it
Youssef (11/30/2024, 12:23:21 AM): Can you please provide me with this email Brady?
Brady (11/30/2024, 12:23:42 AM): bgrammer1112@gmail.com
Brady (11/30/2024, 12:24:36 AM): There two meta accounts connected to that email
the one that I need it’s user name is Bradygrammer
Youssef (11/30/2024, 12:24:48 AM): Yes that's the one Brady
Brady (11/30/2024, 12:25:34 AM): Correct but the one that my headset and the app is
using is cylon_jiggy that I made to try and pair my head set to my phone
Youssef (11/30/2024, 12:26:03 AM): Is this a Username Brady: cylon_jiggy ?
Brady (11/30/2024, 12:26:14 AM): Yes
Youssef (11/30/2024, 12:26:16 AM): if it's an email please provide the full email
address
Youssef (11/30/2024, 12:26:30 AM): Are you sure this is the Username?
Youssef (11/30/2024, 12:27:08 AM): Also for clarification, there can't be two Meta
accounts connected to one email address
Brady (11/30/2024, 12:27:42 AM): Okay so then where did my other account go that
had all my stuff on it go cause I can’t log into it anywhere
Youssef (11/30/2024, 12:28:49 AM): Please allow me 3 minutes to look into this
Brady (11/30/2024, 12:29:01 AM): Okay
Youssef (11/30/2024, 12:29:29 AM): Just to be sure, are you able to log into this
email:
bgrammer1112@gmail.com?
Brady (11/30/2024, 12:31:43 AM): Not my headset and when I try to add the account
to my headset is says that there isn’t an account for it
Brady (11/30/2024, 12:32:00 AM): Which is why I think it may have been deleted on
accident
Youssef (11/30/2024, 12:32:10 AM): It's not deleted Brady
Brady (11/30/2024, 12:32:15 AM): When I factory resented it
Youssef (11/30/2024, 12:32:47 AM): Also are you sure the cloud backup was turned on
before you performed the factory reset?
Brady (11/30/2024, 12:33:07 AM): One hundred percent I even enabled and set up end
to end encryption
Youssef (11/30/2024, 12:33:30 AM): Great
Youssef (11/30/2024, 12:34:12 AM): Can you please try to log in with this email
bgrammer1112@gmail.com
right now and tell me what you see
Brady (11/30/2024, 12:34:22 AM): On the headset?
Youssef (11/30/2024, 12:35:44 AM): Or the Meta app
Brady (11/30/2024, 12:36:34 AM): I don’t remember the password or the one that I do
remember dose not work
Youssef (11/30/2024, 12:37:34 AM): Are you able to reset the password with the
email?
Brady (11/30/2024, 12:37:41 AM): Let me try
Youssef (11/30/2024, 12:38:08 AM): Sure take your time
Brady (11/30/2024, 12:38:26 AM): It’s says that the email isn’t connected to an
account
Brady (11/30/2024, 12:40:04 AM): Hello
Youssef (11/30/2024, 12:40:59 AM): Please allow me 3 minutes to look into this
Brady (11/30/2024, 12:41:10 AM): Okay
Youssef (11/30/2024, 12:43:39 AM): Thanks for your patience Brady
Youssef (11/30/2024, 12:44:15 AM): Upon checking I can change the email address on
your Meta account so you can reset the password and log in again
Youssef (11/30/2024, 12:44:23 AM): Would that be okay with you?
Brady (11/30/2024, 12:44:42 AM): Will it be the account with my data on it
Youssef (11/30/2024, 12:45:03 AM): We will try this account
bgrammer1112@gmail.com
Brady (11/30/2024, 12:45:09 AM): Okay
Youssef (11/30/2024, 12:46:14 AM): Can you please provide the following information
to process this or you
Youssef (11/30/2024, 12:46:14 AM): Last four digits of your credit card or PayPal
email address on your Meta account
Title of a recent digital purchase on the Meta Quest Store
Current store credit balance
Brady (11/30/2024, 12:46:48 AM): 9542
Brady (11/30/2024, 12:47:07 AM): thril of the fight 2
Brady (11/30/2024, 12:47:30 AM): And I have no credit balance
Brady (11/30/2024, 12:47:56 AM): So 0.00$
Youssef (11/30/2024, 12:49:28 AM): Are these information connected to this account:
bgrammer1112@gmail.com ?
Brady (11/30/2024, 12:49:35 AM): They should be
Youssef (11/30/2024, 12:51:34 AM): I am sorry Brady but this information isn't
connected to this account
Youssef (11/30/2024, 12:51:34 AM): Do you remember having a different account
Maybe?
Youssef (11/30/2024, 12:51:44 AM): you mentioned there was 2 Meta accounts right?
Brady (11/30/2024, 12:53:37 AM): The account that I had for my headset before the
factory reset had the user name of @bradygrammer and the name on the account was
Brady Grammer but I don’t remember which email it used
Youssef (11/30/2024, 12:54:32 AM): I see the account Brady, but there isn't any
games or apps purchased on it
Brady (11/30/2024, 12:55:31 AM): Correct becuse I changed the name of my account to
my actual name and that is the account that I currently am logged into but it is
not the same
Brady (11/30/2024, 12:55:52 AM): Account with my stuff on it
Youssef (11/30/2024, 12:57:49 AM): Do you remember how many apps you purchased on
this account Brady?
Brady (11/30/2024, 12:58:15 AM): It had over 40 or some
Brady (11/30/2024, 12:58:22 AM): odd apps
Brady (11/30/2024, 12:59:25 AM): Some notable ones were bone lab into the radius
blade and sorcery beat saber thrill of the fight being the most recent
Youssef (11/30/2024, 1:00:24 AM): I am sorry Brady, but I am not able to find an
account with these purchases
Youssef (11/30/2024, 1:00:52 AM): I was deleted due to the factory reset Brady
Brady (11/30/2024, 1:00:59 AM): Yes that is why I think it was erased when I
factory reset my head set
Youssef (11/30/2024, 1:01:21 AM): I can add some store credit for you on your new
account
Brady (11/30/2024, 1:01:51 AM): So then how do I go about getting all of my stuff
back I mean that account easily has over 300 dollars worth of games and cosmetics
Brady (11/30/2024, 1:02:39 AM): And not to mention that I’ve had this account sense
the quest 2 came out
Youssef (11/30/2024, 1:02:42 AM): I found the account with your purchases Brady
Brady (11/30/2024, 1:02:57 AM): You did
Youssef (11/30/2024, 1:03:06 AM): Yes
Brady (11/30/2024, 1:03:26 AM): What’s the account
Youssef (11/30/2024, 1:03:43 AM): It's under a different email address
Youssef (11/30/2024, 1:03:55 AM): please allow me 3 minutes to check this for you
Brady (11/30/2024, 1:04:06 AM): Thank you
Youssef (11/30/2024, 1:06:37 AM): Thanks for you your patience Brady
Youssef (11/30/2024, 1:06:41 AM): To reveal the email address for you I need you to
provide me with the Username
Youssef (11/30/2024, 1:07:22 AM): Do you remember using a different email Username?
Brady (11/30/2024, 1:07:47 AM): It should be under Brady Grammer
Youssef (11/30/2024, 1:08:02 AM): There can't be spaces in the Usernme
Youssef (11/30/2024, 1:08:17 AM): It's the one beside the @symbol
Brady (11/30/2024, 1:08:17 AM): Well then it would be BradyGrammer
Youssef (11/30/2024, 1:08:29 AM): It's close but a different one
Brady (11/30/2024, 1:08:43 AM): Is there like 13 besides it
Youssef (11/30/2024, 1:09:10 AM): I can 't give you hints Brady, I need you to
remember it
Brady (11/30/2024, 1:09:50 AM): @bradygrammer
Youssef (11/30/2024, 1:10:13 AM): That Username is for a different account
Brady (11/30/2024, 1:11:05 AM): Is there any other information that I might be able
to give you to get access to my account that I’ve had for the last 4 years
Youssef (11/30/2024, 1:12:42 AM): Do you remember the name on it maybe?
Brady (11/30/2024, 1:12:56 AM): It’s Brady grammer it literally just my name
Youssef (11/30/2024, 1:13:52 AM): Alright, Brady the email on the account is
bgrammer1112@icloud.com
Youssef (11/30/2024, 1:14:10 AM): If you can log into this email you'll find all
your purchases
Youssef (11/30/2024, 1:14:22 AM): Are you able to log into this email now?
Brady (11/30/2024, 1:14:27 AM): Let me see
Youssef (11/30/2024, 1:15:41 AM): Sure take your time
Brady (11/30/2024, 1:16:02 AM): I was able to log into it but It doesn’t have my
apps
Youssef (11/30/2024, 1:16:18 AM): It takes a while to sync with all your apps Brady
Youssef (11/30/2024, 1:16:36 AM): Is the headset connected to internet?
Brady (11/30/2024, 1:16:41 AM): Yes
Youssef (11/30/2024, 1:17:23 AM): Great, I recommend you wait for a few minutes
till it syncs
Youssef (11/30/2024, 1:17:26 AM): And then you should be able to see your purchases
Brady (11/30/2024, 1:19:11 AM): Please stay on the line until I see the purchases
appear on my account
Youssef (11/30/2024, 1:19:37 AM): Can you send me a screenshot of the account on
the Meta Horizon app Brady?
Brady (11/30/2024, 1:21:10 AM): Dose this work
Youssef (11/30/2024, 1:21:37 AM): That's not the correct email Brady
Youssef (11/30/2024, 1:22:21 AM): The one you're logged in is
bgrammer1112@gmail.com
Youssef (11/30/2024, 1:22:28 AM): The right one is
bgrammer1112@icloud.com
Brady (11/30/2024, 1:22:53 AM): Oh
Youssef (11/30/2024, 1:24:43 AM): Can you please log in to the right email Brady?
Brady (11/30/2024, 1:24:51 AM): I am trying
Youssef (11/30/2024, 1:25:59 AM): Sure take your time
Youssef (11/30/2024, 1:30:53 AM): everything going okay so far Brady?
Brady (11/30/2024, 1:31:02 AM): The code won’t send to my email
Youssef (11/30/2024, 1:31:36 AM): Are you logged in this icloud at the moment?
Brady (11/30/2024, 1:31:42 AM): Yes
Youssef (11/30/2024, 1:33:18 AM): How many digits is this code Brady?
Brady (11/30/2024, 1:33:47 AM): I don’t have the code it won’t send to my iCloud
email
Youssef (11/30/2024, 1:35:10 AM): Can you please send a screenshot of code window?
Brady (11/30/2024, 1:35:40 AM): I don’t know if that is what you need
Youssef (11/30/2024, 1:37:28 AM): Can you please try the password if you can
remember it?
Brady (11/30/2024, 1:37:41 AM): I have and I can’t
Youssef (11/30/2024, 1:39:58 AM): I can change the email on your account and you
can try to reset the password again, would that be okay with you?
Youssef (11/30/2024, 1:40:17 AM): But I need a new email, not associated with any
other Meta account
Brady (11/30/2024, 1:40:36 AM): Okay try datboigaming60@gmail.com
Youssef (11/30/2024, 1:41:13 AM): This is already associated with another Meta
account Brady
Youssef (11/30/2024, 1:41:37 AM): I just need a new email address
Brady (11/30/2024, 1:41:39 AM): Can you see what purchases it has on it
Youssef (11/30/2024, 1:41:56 AM): Yes, I can see all the purchases you mentioned
Brady (11/30/2024, 1:42:09 AM): That one has every game on it
Youssef (11/30/2024, 1:42:55 AM): Yes I am talking about this one, we need to
change the email on this account so you can log into it again
Brady (11/30/2024, 1:43:36 AM): Okay try grammerbrady@gmail.com
Youssef (11/30/2024, 1:45:34 AM): Did you get a code now Brady?
Brady (11/30/2024, 1:47:09 AM): Still no code
Brady (11/30/2024, 1:47:34 AM): It could be an issue on my end becuse I have no
cell service
Brady (11/30/2024, 1:47:50 AM): But I am connected to the internet
Youssef (11/30/2024, 1:48:00 AM): Yes that's the situation Brady
Youssef (11/30/2024, 1:48:22 AM): Can you please so somewhere with better service?
Brady (11/30/2024, 1:49:23 AM): Okay try resending it
Youssef (11/30/2024, 1:50:37 AM): I resent the code Brady
Brady (11/30/2024, 1:52:34 AM): It is still not showing up
Youssef (11/30/2024, 1:53:10 AM): Please allow me 3 minutes to look into this
Youssef (11/30/2024, 1:56:18 AM): Are you sure you're logged into this account
Brady?
Youssef (11/30/2024, 1:56:36 AM): Can you please send me a screenshot of this
Icloud?
Brady (11/30/2024, 1:57:11 AM): This is what my inbox looks like
Youssef (11/30/2024, 1:58:40 AM): Can you please show me the email you're logged
into?
Brady (11/30/2024, 1:59:48 AM): The from shows you that this is my account
Youssef (11/30/2024, 2:01:07 AM): I will now transfer your case to the specialized
team as they have more access to assist you with your situation
Youssef (11/30/2024, 2:01:32 AM): They'll contact you through email on this email:
datboigaming60@gmail.com
Youssef (11/30/2024, 2:01:43 AM): And you'll hear from one of them as soon as
possible
Brady (11/30/2024, 2:04:03 AM): Okay do you need anything more from me