Should you encounter an issue or have any questions that would require you to contact Meta Quest Support, you can do so by heading to the support page (https://www.meta.com/help/support/). Here, you can contact the support team via email or live chat. If you are facing a technical issue that you're trying to troubleshoot, our support agents will often ask for log files from your system. This allows them to investigate more in depth and find the root cause of the issue. In order to speed up the process, it's always a good idea to attach these logs to your initial support request so that the team can review them immediately. In order to collect these logs, you'll need to follow these steps: Open the run window (Windows key + R) Enter and run: C:\program files\oculus\support\oculus-diagnostics\OculusLogGatherer.exe Wait for the executable file to pop up Select logs for the last 24 hours Wait for the log collection to finish. It should pop up a Windows Explorer window at the location of your newly collected logs. It automatically generates a zip file and copies the zip to the clipboard so you can paste it to your desktop Attach this zip file to your next support response If you run into any issues, feel free to DM us directly or respond to this thread and we will get you helped out.

Hi everyone, we're going to close this thread down for new replies. If anyone needs a hand, please feel free to create a new thread in our Get Help board here on the forums, or go to the contact page on our help center.

Contacting Meta Quest Support & Collecting Logs | Meta Community Forums

41 Replies

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gkrywusha.2022
Explorer
3 years ago
Hello,

I just received a message that due to having my Facebook account permanently disabled, me Quest 2 is disabled as well.

On October 9th, my Facebook account was hacked (as well as my connected Instagram account) and Facebook suspended the account within hours. This took place early in the morning while I slept and can be seen (first through Google) to be connected via Singapore. When I contacted Facebook (only through the online form), they permanently disabled my account. No way to tell my side of the story. Instead, punish the victim.

Now my Quest 2 (with hundreds of dollars of apps all the way back since the Rift) is disabled. All due to a hack and the hacker's action that I have no responsibility for.

My Facebook was 30+ years active with no issues. Yet a single hack destroys my entire social media. And Facebook's download account feature spat back nothing.

While I'm sure you can't help on the Facebook issue, is there a way you could transfer my apps over to a new Meta account? Or just allow me to access my old account and disconnect it from Facebook.

In the idea of linking your accounts to make this online family so interconnected, Facebook's links have caused nothing but headache. And by the forums, I am not alone.

Thanks for listening. Any help would be greatly appreciated.

Greg Krywusha
- MetaStoreHelp
  Community Manager
  3 years ago
  Hi there Greg! We totally understand how frustrating of an experience this can be. Your best bet to get this solved is to reach out to us via our Meta Help Center. This link will take you straight to our Quest dedicated page.
  
  On there, there will be a number of articles you can search through, however if you scroll all the way to the bottom of the page (before the footer), you'll see a blue "Get Support" button. Go through that process, making sure you go to General Support and click for software issues and "Other". That will take you to a page with various options of your choosing to where you can work directly with an agent on your issue.
  
  Hope this helps! Keep us posted, if anything.
  - twendel
    Honored Guest
    3 years ago
    I am stuck in an endless loop trying to get support for a Quest Pro device problem not addressed in the list of support articles and I need to chat with or speak to someone. Clicking on the "Contact Us" link takes me to the list of articles. THAT ISN'T CONTACT!!! How do I get support for a potentially defective device?
trek554
Adventurer
3 years ago
"My Facebook was 30+ years active with no issues"

wow so you had facebook 12 years before it was even launched...
- gkrywusha.2022
  Explorer
  3 years ago
  Yeah, we all make mistakes. Thanks for your constructive feedback. Nothing like feeding on the aggravation of the issue.
Monteblank
Honored Guest
3 years ago
Hello,

A friend of mine user @andivee sent me a referal link. After receiving it,I used it and didn't get any credit.
Plse advice!
- MetaStoreHelp
  Community Manager
  3 years ago
  Hey there Monteblank! We see you had an issue receiving a credit. That's no fun. We all deserve a break every now and then with some cool discounts and credits! Let's see where it went!
  
  Please PM us so that we can collect some information and review your account. Please select our name to get to our profile page, or simply click here. Next, click "Send a Message" to privately message us! Please remember, you must be signed into the community first to send us a private message.
  
  We avidly await your response.
debbie.233592
Honored Guest
3 years ago
Hi. My Facebook got hacked and the hacker posted something bad, as a result my Facebook got disabled permanently. I can't appeal via FB Help Centre as it keeps saying the email address isn't linked to an account (it's not because it got disabled). I even have an activity report to show it was hacked. So.........my son can't use his Meta Quest as it was attached to my FB account. How can he use it again?
Thanks heaps
Debbie
- MetaStoreHelp
  Community Manager
  3 years ago
  Hey there Debbie! We understand that your son isn't able to use his headset due to your Facebook being disabled. While we're not able assist with your Facebook we can definitely assist getting the disabled Facebook unlinked from the Meta account so your son can continue enjoying VR! We would like for you to reach out to us in a private message so that we can collect some Meta account information from you.
  
  Please select our name to get to our profile page, or click here: https://metaque.st/CommunitySupport. Next, click "Send a Message" to privately message us! Please remember, you must be signed into the community first to send us a private message.
Cheesesqueeze12
Honored Guest
3 years ago
.
VRlene
Honored Guest
3 years ago
I am also unable to connect (Pair)my Quest 2 to my account anymore. I have been a fan for a while, but this is tiring. I am hoping for a response to my issue:
Need more direct help w product. I was loving my Quest2. I bought one as a gift for someone else. Then my headset became unpaired. I have gone online to the community, wrote my problem to customer support. Started a Meta account, checked that my headset is listed. Both are on the same wifi network. I go to www.meta.com/device, type in the code generated in my headset, I get the msg that it is connected, close the page. put my headset back on and get msg ERROR generate new code. I have done this on my phone and now on my computer. TIA
- MetaStoreHelp
  Community Manager
  3 years ago
  Looks like you've tried a couple of troubleshooting steps already for this issue, VRlene. Have you also tried to perform a factory reset? If not, we recommend taking that step and please be sure to have Cloud Backup enabled so you won't lose all your data.
  
  If you continue to have any issues after performing these steps, shoot us a message through PM and we'll take a closer look at this. Select our name to get to our profile page, or click here. Next, click "Send a Message" to privately message us! Remember, you must be signed into the community first to send us a private message.
- MetaStoreHelp
  Community Manager
  3 years ago
  Hey VRlene, we were checking in with you to see if the factory reset had been successful. Your feedback is very important to us, so don't hesitate to get in touch with us.
angelsandoval.172306
Honored Guest
3 years ago
Hello I was told to message someone privately about my account being deactivated and me needing it to be reactivated can someone please help me
bill.solomon3
Honored Guest
3 years ago
Hello,
I reset my oculus pin on switching from quest to quest pro about 2(1/2) hours ago and now when i use the correct pin to try to make a purchase. I get a message saying something like you're purchase was suspucious and didn't go through. i reset it again about an hour ago. is there a long set time to wait or do I have a problem?
- bill.solomon3
  Honored Guest
  3 years ago
  sorry for the lack of title and happy new year 😛
CrueBrew
Honored Guest
3 years ago
I need support to contact me. I follow through the link and it says:
"We're happy to replace your Meta Quest 2 - Left controller.
Your product is eligible for replacement.
We weren't able to confirm this product is associated with your account."
It never gives me an option to contact support. I've tried using a private browser and I get the same result. I've only had the device for 7 days so I can return the product but wanted to give Meta a chance to replace it. I never thought it would be this difficult to get Warranty support.
- MetaStoreHelp
  Community Manager
  3 years ago
  Hey CrueBrew! We see that you are having issues with trying to get a replacement and we want to make sure we look into this as soon as possible. We do recommend that if you bought your device with a third party retailer and it is within their warranty it would be good to go through them first. If you do want to continue with us and reach support you could go here and follow the prompts as best as you can as they pertain to your issue. Once you are done, you will be connected with one of our specialists who will be able to go over all available options with you. We hope to hear from you soon.
  - CrueBrew
    Honored Guest
    3 years ago
    That is what I'm saying. That link doesn't work for me. It doesn't offer me an option to talk to anyone after I select that the left stick is damaged and enter my serial number (closest option there is to the controller drifting). I can't find a working way to contact support to get a replacement.
Jonnytheduke
Honored Guest
3 years ago
I set up a Meta account and since then my Oculus Go doesn't work. All I see are three dots on the screen and while it appears to be booting up something, nothing happens. I don't know what to do to make it work again.
Please help.

Jonathan
- MetaStoreHelp
  Community Manager
  3 years ago
  Hey Jonathan, thanks for reaching out to us over to forums. We're sorry to hear that your Go device is stuck on the 3 dots screen and want to get you the help you deserve! This link will take you straight to our Quest dedicated page.
  
  On there, there will be a number of articles you can search through, however if you scroll all the way to the bottom of the page (before the footer), you'll see a blue "Get Support" button. Go through that process, making sure you go to General Support and click for software issues and "Other". That will take you to a page with various options of your choosing to where you can work directly with an agent on your issue.