Forum Discussion

Schatjager's avatar
Schatjager
Explorer
5 months ago
Solved

Meta Quest 3S won't charge... Support shows my headset but support says it cannot find it. STUCK.

My Quest 3S headset stopped charging last night, Use it daily and it never goes to 0%.  
Today it would not turn on and the charging LED does not light up when plugged in. 
- Tried different cables (3x) 
- Tried different outlets / power adapters (5x) 
- Tried Hard Reboot (power button 30+ Seconds)
- Tried Factory reset (power & - volume 30+ seconds)

Log into meta quest and it shows the headset under My Devices listing the Serial Number
Log into Support and go through all the pages for the Quest 3S -> Device -> Battery -> Poor Battery and receive a message that it can't find any devices with this account...  logged in with the same account.   Tried verified with another method and used the Serial Number DISPALYED ON THE DEVICE PAGE..  and it says it cannot find anything.  This was a gift for my daughter from another family member that purchased it on Amazon,  so I do not have an order number and all email addresses that are assocaited with the account and the person's that purchased it do not work.  

Just need to get this resolved and wondering why this is so complicated to talk to someone..

 

charging
quest 3s
Support
  • Choleni's avatar
    Choleni
    5 months ago

    Hi Schatjager​ 🙂

    Have you tried using the serial number from the box?

    Support often needs that number.

    If this also doesn't work..... with the following link you can reach out to support via email, chat or WhatsApp.

     Get Support

    Good luck🤞

11 Replies

  • Choleni's avatar
    Choleni
    MVP
    5 months ago

    Hi Schatjager​ 🙂

    Have you tried using the serial number from the box?

    Support often needs that number.

    If this also doesn't work..... with the following link you can reach out to support via email, chat or WhatsApp.

     Get Support

    Good luck🤞

    • Schatjager's avatar
      Schatjager
      Explorer
      5 months ago

      The serial number on the site and printed on the headset arm are the same.   I'll try that support page, thanks for the link!

      • Maccyb123's avatar
        Maccyb123
        Consultant
        5 months ago

        You should also check the number on the box. If I remember correctly there is a small difference between the two numbers. It's some sort of verification maybe. This is what Choleni is mentioning. I seem to remember having to have that box number when I dealt with support. It looked exactly the same but there was one different digit or letter, can't remember which. 

  • Maccyb123's avatar
    Maccyb123
    Consultant
    5 months ago

    Oh my god, you have tried just about everything. Maybe Meta support on the community here can help you. One thing I thought of, you mentioned another family member purchased it. Was he or she was using it before giving it to your daughter ? If so, it's possible that the device is registered to that account on the horizon app. If that's the case, it might help if the family member removes the device from their list of devices as it might be that is preventing it from being registered. Also, if the family member bought it through Amazon , it will be very easy for them to find their order details on the Amazon app or website. The order number will be still there. I hope you get it sorted out ! P.S. Choleni has the link to support !😊

    • Choleni's avatar
      Choleni
      MVP
      5 months ago

      Maccyb123​  to my understanding the device is registered on their account??

      They can find it under devices in their account.

      Just support isn't able to match the provided serial number with the account.

      That might be because it's the number only for the headset.... the box serial number is for the entire package - headset, left controller, right controller.

      All of them have individual serial numbers, but for warranty things they ask mostly for the box serial number.

      • Maccyb123's avatar
        Maccyb123
        Consultant
        5 months ago

        Yes, Choleni I just checked through my emails with support about a software update failure and they asked for both the box serial number and the device serial number but that's because they thought I was asking for a replacement even though I said a number of times that the device is absolutely fine and I was only asking about the failing updates!😂 But if the device is failing to charge, it might need replacement and if so , you are 100% right, both headset number and box number will be needed. 

    • Schatjager's avatar
      Schatjager
      Explorer
      5 months ago

      No it was a gift and given as new. They just purchased it : )  

      • Maccyb123's avatar
        Maccyb123
        Consultant
        5 months ago

        A fantastic gift !!,Don't worry  you'll get it sorted out. Might need a replacement maybe..🤞🤞🤞