Paring issues

Hi,  

turned on my headset this morning after not using it for a few days, and found the main set up( like after a factory reset). Followed the prompts until the 5 digit code came up, 

tried paring it with the app but keep getting message saying cannot pair.

ive done a manual factory reset. And same procedure. Didn’t help. 

I’ve updated the app. Also the quest 2 updates after the factory reset. 
both connected to same network

deleted  the app and reinstalled. 

when I try to create a ticket using serial number, it says device not supported. 

Logging into my account online shows no device connected to my account.

however in app I can still see my device and serial number. 

At the moment I am unable you get past the paring screen. 

any help is greatly appreciated 

Regards 

Kris