Other Troubleshooting

Hi all,I have purchased a second-hand Meta Quest 1 and cannot register the device to my account, and subsequently have no support from Meta. The Serial Number has faded on the side of the headband, there is no box, and the serial number from the controller has been rejected when submitting in the 'Get Help' options provided by the AI Agents. It is asking for this information to be passed to a Human Agent, but obviously cannot proceed past this serial number issue and raise a ticket for support.  I am seeking help in accessing lost Oculus Account Purchases from 2022 and seen online that there was an email issued with codes to redeem these purchases in the newer Meta Accounts. I do not have this email with codes, but I have access to purchase receipts for these items from my previous account. Can I have assistance with the below queries:How can I access a Human Agent while circumventing this AI Agent prompt going in circles and being blocked by the Serial Number issue for an ou

I think I broke a plastic piece off from right here where my thumb is but I don’t know what the piece is called , how to replace it etc I'm buying an elite strap with battery and I don’t know if it will work unless I replace the missing little plastic thing . Please advise TIA 

Hi, sadly, when trying to delete my account, the POST request to /api/graphql gets answered with the following information"dnd_error": {"__typename": "XFBFXDnDGenericError","title": "Da ist etwas ist schiefgelaufen","description": "Bitte versuche es später noch einmal.","primary_button_label": "Schließen"}There is no visible error in the UI. I also can't seem to gaslight the support AI slopbot enough to let me talk to an actual human. Every support article just puts me into a loop that makes me repeat the exact same steps that keep failing since a few months. Does anyone know about any way to exercise my GDPR granted right and have my PII deleted, without having to send a actual letter to an US address?!  Thanks

Hi,I was loving my Quest before having a display issue and had the device RMA'd. The new device lasted little less than a year before another display failure occurred. Bug report: I opened a support ticket and requested another RMA based on a current, under-warranty date displayed to me in the headset. To my dismay, they were unable to honor the date presented as it was not a correct reflection of my current warranty status. Multiple support representatives acknowledged the UI Bug and mentioned they'd bring it up internally. Please acknowledge and fix Mismatching Warranty in Quest UI if Device Status = RMA. I am requesting a new headset as a bug bounty. Thanks,Tutu

Hi everyone,I am locked out of my main Meta account because I lost access to my two-factor authentication (2FA) app/code. I only have access to my email now, but the automated recovery options aren't working.I physically own my hardware

My screenshot function has suddenly stopped working. I think it was after the last controller update, but I’m not sure. Had it since January, and it’s always worked fine until recently. When I press the Meta Button and click the right trigger, nothing happens; the video function works just fine; it’s only the screenshot.Has anybody else come across this, and how did you fix the problem?I have put a report in to Meta but haven't had any replies yet

I get on Meta Quest 3: your device needs update sometimes and then headset goes black completely. No LEDs nothing, after holding power button it boots again. I Am just careful and I Am not sure if this is right procedure. How do i tell update has finished so i don't interrupt it in middle! There is nothing in user manual!

I recently purchased a quest 3s and i got a referral code from my friend, and when i click the link it sends me to the horizon app homepage and i cant accept it?Someone please help me.

Ich bin 13 Jahre oder älter. Meine Altersverifizierung mit meinem Ausweis wurde zweimal abgelehnt. Ich kann keinen neuen Ausweis mehr hochladen und auch die Verifizierung per Zahlungsmethode funktioniert nicht. Mein Konto soll am 7. August gelöscht werden. Bitte helfen Sie mir.

I need help fixing my Meta Quest 2 after a factory reset. Issue: The headset is stuck on the "Connect to an Organization" screen. Context: I am an individual user and I have been using this headset on my personal account for over 6 years (with my full game purchase history). I don't belong to any organization. Support site error: The web tool says "Support is not available for this device", and I cannot send PMs yet on this forum. Thank you!

There's already a multi-page thread in these forums about this issue.  It was first reported when PTC v74 dropped, but numerous others (myself included) have experienced it with the public v74.  The previous thead has a marked solution, but that is to downgrade to v72 from the PTC.  That "solution" isn't applicable to folks like me who have the problem on the wide release. I want to stress, this issue began IMMEDIATELY after my headset updated to v74 a couple of days ago.  Numerous other people have reported the exact same problem on the other thread.  Meta's tech support chat was utterly useless.  I'd appreciate an actual Meta employee doing more than reading a script to solve this problem.  I had the exact same problem happen to my Quest 2 a couple of years ago and Meta never fixed it.  I'm not going to tolerate Meta damaging my headset and refusing to offer actual tech support this time.

My Meta Quest 3 512GB boots to a blank gray screen and is unusable. I have already completed a hard reboot, factory reset, USB Update Mode recovery, and the official Meta Software Update Tool, but the issue remains. My Meta device page says the headset is under warranty until March 16, 2027. However, the replacement portal says the warranty has ended and requests $359.99 for a replacement. I purchased the headset from Best Buy on March 16, 2025, and I have the receipt and screenshots documenting the conflicting warranty information. The automated support assistant has repeatedly redirected me without creating a support case.    

So I recently upgraded my pc with a AMD 9060 XT 16GB GPU and while I have been getting much better performance with it compared to my old GPU with significantly less lag and smoothness, After about 30 or minutes of use connected to the pc I notice pixelated lines appearing across my field of vision. At first I thought it was my link cable, and tried it with a different cable I had on hand, but the same thing happens every single time. I later looked it up on the FAQ page and saw that the meta link software isn't Officially compatible with the cards yet and there is no indication that I have seen that they are currently working to fix this issue. Air link isn't an option for me given my internet connection being wifi and not wired, and there is no alterntive to quest link for wired connection, so this is a big issue for me. Does anyone have any advice for what I can do in the mean time? or does anyone know if Meta plans to fix this issue in the near future?

 I had everything dialed in perfectly—resolution scaling up to 1.5, 80Hz, everything running buttery smooth—and then a new update hits and Meta claims my hardware isn't compatible. It's total crap.RX 9060 XT 16GB32GB DDR5 6000MT/sIntel i5-13600K (13th Gen), M.2 SSDAsus Z790-P

Hola. Acepté un enlace de referido antes de activar mis Meta Quest 3S. El enlace lo acepté aproximadamente dos meses antes de activar el visor. Activé mis Quest por primera vez el 18 de julio, pero no he recibido los $30 de crédito. ¿Podrían revisar mi cuenta y decirme por qué no apareció el crédito? Muchas gracias.

Hi, I need help with my Meta Quest 3S. After a software update, the headset powers on and shows the Meta logo, but then the display goes completely black. The white power light stays on, and my controllers keep beeping. I’ve already tried Factory Reset, Boot Device, multiple restarts, and the USB Update Menu, but nothing has fixed the issue. The headset still won’t boot into VR. Can you please help me determine if this is a software issue or if my headset needs to be replaced?

TL;DR — After my Quest 3 restarts itself on a schedule, it comes back with the display powered on but nothing rendered. Put it on and you see a black screen; you have to press the power button off and on to get an image. Because nothing renders, nothing ever requests sleep, and it burns around 950 mA until the battery is dead. Three occurrences, including one after a factory reset. Has anyone else hit this, and is there any way to stop the scheduled reboot job?DEVICEQuest 3, build UP1A.231005.007.A1, Android 14. Battery is essentially new: 31 charge cycles, 4892 mAh full-charge capacity, health reported GOOD.WHAT HAPPENEDHeadset untouched in a bag at 96%. Wi-Fi off, auto-wake off, auto-update off, sleep timeout 15 seconds.13:36:39 — com.oculus.horizon/com.oculus.auth.control.RebootJobService runs for 10 seconds, then com.oculus.nux.ota calls PowerManagerService.reboot() with reason "nux"13:36:53 — reboots13:37:00 — proximity correctly reports PROX_OFF, so the system knows it is not bei

I made an account, and i get this notification that i need details to verify my account or else my account will be suspended by aug 7th. I tap it, it asks me "Is a child between 12 and 10 using this account?" i tap "No" and nothing happens. Like literally nothing happens. but if i tap yes it brings to this page and everything to verify and stuff. It's making me really stressed because The "No" Button doesn't work!

So I recently purchased a quest three off marketplace it turns out it had a bad battery it would not charge. I was getting extremely hot. I installed a new battery and everything seems to work except if I am playing a game and I am plugged in with the USB-C to a 18 W adapter I cannot charge while using it’s charging at a slow rate I went out and purchased a 30 W adapter and a new USB-C 10 foot cable that’s rated for 60 W and if I plug into my headset, it will not charge but if I plug in my auxiliary battery, then I can get a connection but it’s on slow rate and I can plug my power into my auxiliary battery, which will fully charge the headset and battery but all at a slow rate and I cannot use the headset at the same time it’s charging it won’t keep up

Developer mode is definitely on, but when trying to connect my Meta Quest 2 to my computer, the "allow USB debugging" confirmation does not appear. The only confirmation that appears is "allow access to data", but both need to be enabled for my applications. My computer has ADB drivers installed and has been restarted. My Meta Quest 2 has been restarted along with Developer Mode being turned off and back on. For some reason, it's still not working. I haven't found much information about this online, and support is not really responding to me. Anyone know what's going on?

My husband was the one who set up our sons account on meta.  Unfortunately, he created the account under my Facebook account as an adult and not as a child.  I can't figure out how to transfer the account to my son, while creating my own account to supervise because it's all under my single Facebook log in information. When I try to create my own meta-account, I use my Facebook log in and it just takes me to his user account.  The only way I can figure out how to solve this is completely deleting all meta-accounts and starting over, but of course that will delete all of my son's game progress.  Is there any way I can fix this without that happening? Thank you. 

Alright, this is a lengthy one, so bare with me.I've had my Quest 3 since September/October-ish of 2025 and have been using it with my PC via a link cable, and it was fantastic, I've been fascinated with VR since 2018 and after finally getting my first headset it had me hooked. However.Several months ago now, I believe it was after an update in April or May? I started having issues, nothing crazy at first, a disconnect here and there but for the last 2 months it's been hard, never recovering image freezes. I thought it may be the headset or the USB port so I got it replaced since it was under warranty, didn't fix the problem. Tried replacing the cable, still freezes. Tried connecting to my PC via airlink, freezes. I've ran DDU's to re-install different drivers from before the issue, updated CPU chipsets, reinstalled the metalink app, underclocked my GPU, ran the Oculus diagnostic tool, temps are fine, even asked ChatGPT for help but to no avail.I've gone as far as factory resetting my

Hi,I'm having issues with my son's VR, I've set time limits and the initial time set (1 hour a day) works fine, he gets the notification and then it shuts down as expected after 1 hour. He has just requested to have extra time so he was allowed another 30 mins. I set it to 1 hour 30 and within 1 minute it says his time is up and I check the app and it says the usage was 1 hour 30 mins. This is not the case, tried again with 2 hours and it said times up after less than a minute again. What do I do? Surely it's better to develop a system that bonuses can be added? Playstation allows this much easier, Xbox too but as always Meta do things the hard way...Also, why can't 2 parents be allowed to manage it? I travel with work so when my son is with his mum for her half of the week I get constant calls and messages asking to approve something, allow another thing and often I can't do it for hours or days. It's crazy that only one parent can allow things. I can't even give her access to log in

Why is there no access to meta city even though it clearly exists, is it another silly up date?  

My quest 3 headset has just gone black and there is hissing noise but no lights or picture what is happening?