Forum Discussion

PandoraTMR's avatar
PandoraTMR
Explorer
23 days ago
Solved

Cannot log into meta account causing headset to brick

I am locked out of my Meta account due to lost two-factor authentication.
I still have my email and password, but there is no self-service recovery option anywhere.
I factory reset my Meta Quest 2, which made the account lock permanent and the headset unusable.
Web support, device support, and serial number verification all block me because this is an account-level issue.

I'd like some help on this thank you!

  • Choleni's avatar
    Choleni
    23 days ago

    Hi PandoraTMR​ 🙂

    You are not blocked from getting support.

    Go HERE for support via email, chat or WhatsApp.

    They are able to help you, if you lose your 2FA..... actually, a factory reset was not necessary😉

9 Replies

  • PandoraTMR's avatar
    PandoraTMR
    Explorer
    23 days ago

    As clarification on how I posted this, I made a secondary account to log into my headset but my headset is account locked and the headset is unusable.

  • Maccyb123's avatar
    Maccyb123
    Expert Trustee
    23 days ago

    That's unfortunate. Hopefully the support team will see this and give you the help you need. 2 FA is a double edge sword, great for your security until you change your phone or other device. There is also a link to store support at the bottom of this page. You can start there. Good luck. I hope you get it fixed soon. 🤞🤞

  • Choleni's avatar
    Choleni
    MVP
    23 days ago

    Hi PandoraTMR​ 🙂

    You are not blocked from getting support.

    Go HERE for support via email, chat or WhatsApp.

    They are able to help you, if you lose your 2FA..... actually, a factory reset was not necessary😉

    • PandoraTMR's avatar
      PandoraTMR
      Explorer
      23 days ago

      I was not aware on why this page didn't pop up for me! Thank you for the other method! I'll update this board if this works! Thank you!

      • Choleni's avatar
        Choleni
        MVP
        23 days ago

        The steps to get there

        Get support - Orders, returns, delivery and payment - my issue is not listed here

        ...... just in case you ever need it  again😉

        Maybe this page is only available if the language on help page is set to english..... yesterday I realized, I can't get the page if I set the help page to german🤷‍♀️

  • steve_40's avatar
    steve_40
    Consultant
    23 days ago

    I can't emphasize how important it is to write down your one-time recovery codes when people set up 2FA and keep them in a safe place in case you lose access to your phone 🤷‍♂️.

    • PandoraTMR's avatar
      PandoraTMR
      Explorer
      23 days ago

      Yeah... I was not thinking about that when I uninstalled the Meta Horizon App when I had issues pairing...

      • steve_40's avatar
        steve_40
        Consultant
        23 days ago

        You can also access your account via Meta Account Center on the web and manage the 2FA settings from there. It might offer an alternative verification, such as sending a code to your email address, but I'm not sure.