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Anonymous
November 3, 2025
Question

Difficulty contacting Meta support

Hello! I recently purchased a Meta Quest 3S from a physical store near my home (I did not purchase it from the Meta Store website) and successfully linked it to my account, configured it, and connected it from the Meta Horizon app, etc. But recently, I noticed that I can't contact Meta customer support in the Meta Quest category because, for example, if I need help with my Quest, I click on Meta Quest Software and Content, or Account Access and Passwords, and after selecting my problem, it tells me: "We couldn't find any devices associated with this Meta account. Please log in to the Meta account associated with your device. You can also verify your device using its serial number, order number, or the email address used to place the order in the Meta Store." At the moment, I can only contact customer service through the Orders, Returns, and Shipments category, but I can't access the rest. I also tried entering the serial number of my Meta Quest, but it can't find it. How can I fix this? I know it's most likely because I didn't purchase it on the official website, but I would like to resolve this issue. Thank you very much!

3 replies

Maccyb123
Honored Contributor
November 3, 2025

OK, not saying this is the issue with them finding the headset but there are two different serial numbers, one on the box and a different one on the device. Why that is, I'm not sure but try the two of them and maybe one of them will work. Good luck and let's know if it fixes it! 🤞🤞🤞

Maccyb
    MetaStoreHelp
    MetaStoreHelp
    Community Manager
    November 3, 2025

    Hi there, We understand you are encountering issues accessing into Meta Customer Support on your Meta Quest 3S and for us to further investigate we would like to encourage you to reach out to us privately: 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. 

     

    We'd love to assist and guide you further and hope to hear from you soon!

    If you're the author of a thread, remember to mark a reply as the Accepted Solution to help others find answers!
    Anonymous
    November 3, 2025

    Thank you very much, I will try to send you a message!

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