Other Troubleshooting

For the past 6 weeks, I've been working with Meta Support to transition my 12-year-old son's existing Meta account to a supervised child account. We are now 52 emails into this support case, and there is still no solution.My son's account is stuck in an endless verification loop:He signs into his existing Meta account.He confirms he is between 10 and 12 years old.He confirms that I am his parent.It immediately sends him back to the age question.The process repeats indefinitely.Meanwhile, I can only see options in Family Center to create a new child account or invite a teen. There is no option to transition or link my son's existing account.At Meta Support's request, we have repeatedly:Cleared browser cache and cookies.Tried multiple browsers.Used multiple devices.Tried different networks.Used Incognito/private browsing (where possible).Submitted the requested verification documents multiple times.Sent countless screen recordings showing every step and demonstrating that the loop contin

After update 2.4 in MetaQuest 3, I no longer have the option to disable or enable headset tracking, and it's necessary for playing sim racing on PC. I'm frustrated because I can't use VR with my car motion simulator. I'm really annoyed.

I am writing to express my disappointment regarding the repeated issues with my Quest 3. Less than a year after purchasing it, I now have to ship it back for replacement for the second time. This is very concerning and raises serious questions about the device’s reliability and quality control. When I asked about extending the warranty, the support agent informed me that only a 3-month warranty applies after receiving a replacement. Given the recurring issues, this period is clearly insufficient. I requested an exception or alternative solution but was told that was not possible and that I should submit a formal complaint. I am very disappointed with this experience. At a minimum, I would expect a longer warranty period following multiple replacements, or an alternative resolution that restores confidence in the product’s quality. I would appreciate your review of my case and a response outlining what steps can be taken to ensure I have a reliable, lasting device.

My quest 3 has stopped recording. i have plenty of storage to record. I have tried recording by voice and manually. The icon comes up and it starts, but it does not create a video. There is nothing in gallery. Even when trying to do it manually, I see the timer start, but when I stop it and go to gallery, nothing is there...

I just got a meta quest 3 and I tried installing the Meta Horizon Link app and it simply will not install, the icon pops up for one second on my hot bar but then it disappears.i checked the setup log and it just fails after the third preflight check, it says preflight checks passed and stops, without even an error code. I’ve tried disabling my antivirus, firewall, installing an old version of the regular Oculus link and running the fixer from there to see if that worked, but nothing works, it simply doesn’t want to install.Really want to get this solved asap, I have seen people having similar problems but nothing like this and none of the fixes I tried worked.

My Meta Quest controllers have severe stick drift and broken triggers. I am within my warranty period. Support approved my replacement 3 weeks ago, but the automated email system failed to send the return labels. The support portal now shows an error message stating 'there has been an error processing this request.'

So I've had a quest headset for nearly 4 years. The cyberhome environment was like a second home to me. Then they just removed them and replace it with a crappy Instagram home. HOW do I get quest home back? I'll try anything, I have sidequest, developer mode, more than familiar with sideloading, HOW DO I GET THE ENVIRONMENTS BACK??? I have several custom homes I want to try out too, and they removed everything except for this crappy Instagram home that NOBODY asked for.

Hi,I powered on my quest 3 headset and was getting a message "finding position in room" continuously so I did a factory reset and I'm now only getting a black screen after startup with some background sound.I can see the meta horizon label and hear the startup sound when booting but then it quickly goes to a purple and blueish gray picture before going black. I have no other menu available and I've factory reset 3 times. I see other board messages with similar problems so it starting to sounds like there is no fix yet?Thank you!

Hello!I'm having a problem with two-factor authentication (authenticator) on my Oculus account. I can't currently access the verification code, which means I can't log into my account.Please help me disable the authenticator or advise on how to regain access. I am ready to provide any data to confirm that the account belongs to me.Thank you for your help!Nickname in Oculus account Rioters Shullestrak.

Hello my Meta quest 2 left eye went black cant see and only can see in the right one 

My Quest 3s speakers produce a buzzing/rattling sound at extremely low frequencies (approximately 60-40 Hz), both during gaming and video playback. Since most content doesn't frequently utilize such low frequencies, this issue can be easy to miss. In fact, it took me about two months of use to notice the problem, though it likely existed from the moment I unboxed the device. However, when I use headphones, everything works perfectly fine. I have tried almost every troubleshooting method, including system updates and resetting the device to factory settings, but nothing has resolved it. I'm unsure whether this is a hardware issue or a system/firmware problem. If it were a hardware defect, it seems unlikely that both speakers would exhibit the exact same issue, even down to the identical faulty frequency range (both below 60 Hz). Therefore, I'm leaning toward it being a firmware-related problem. 

Everytime I turn on the quest 3s it makes sound and loads up but after the logo screen it just seems to go to a black screen and the controllers seem to buzz and lose connection but they also regain connection every few minutes then disconnect again a second later I have tried everything from sodeloading an update and factory resetting but nothing seems to be working i am also able to see the power off menu when I go to power off but it is almost stuck 

After updating to 2.6, I developed a problem where the microphone would randomly turn off in any app. Only turning it off and on in the system settings helped. However, this didn't work in Steam VR mode—I had to restart the app itself. It would turn off about 5-10 minutes after launching games or apps (VRChat, for example).

​Hello ,​I recently purchased a used Meta Quest headset from a private third-party seller. The seller mentioned they previously used it for work and no longer needed it.​Before setting it up for my personal use, I performed a full factory reset. However, during the initial startup and account setup screen, the headset forces me to a screen that says "Log in with business organization" (work.meta.com/device). It will not allow me to bypass this screen or log in using my personal Meta Horizon account.​It appears the headset is still enrolled in an enterprise Meta Quest for Business MDM (Mobile Device Management) system by the previous owner's employer.​Could you please check the status of this device and let me know how I can move forward to get this unlinked so it can be used as a personal consumer device?

So I received a gift card for the Meta and finally decided  I wanted to redeem it. When I went to scratch off the code some of it came off and it is unreadable. I tried a few different times to redeem it since I could see a very small amount of some of the taken off code. I was able to get the receipt from the store it was bought, but it doesnt have a backup code. What should I do to redeem my gift card?

Every time I join the call on the chat app my friends hear a sound, that sounds like my mic is glitching out. Although my mic works just fine as it works in games and i've went to mic testing websites hi factory reset my headset. I've powered down my headset, and I don't know how to fix it. I'm pretty sure it's just a problem with the chat app. Could someone help me?

Ive had this problem since 2024 where I could not buy ANYTHING. Even with quest cash. I had contacted support a few times and got nothing sadly. I am very sad that I can't use my 50$ worth of quest cash on Games and addons. Help!!

So the Meta Horizon app on my iPhone SE (2020) got an update today (v364.0.2.18.265), and now it keeps randomly popping-up the error "Device locked. To allow your headset to share information with this device, put on your headset and enter your passcode." Well, my nearest connected headset doesn't even have a locking passcode set! 😠 Also, we have two headsets managed by the mobile app. The annoying popup doesn't even identify which device it is referring to! 😠 My daughter's headset has a locking code on my primary account, but not on her account. However, it was asleep on charging and too far away, thus appearing as "not connected". So that shouldn't be the issue either. I did a Google search for the above error message and nothing at all was found. Zero. I guess it's a new "thing". Thanks Meta 😠. I tried fully powering both headsets off and on, restarting the phone and logging out and back in to the app, but the bug persists. I've reported the issue to Meta via the mobile app. Anyo

Yesterday, I turned my headset off completely like normal, nothing different. I go today to connect a new controller I had gotten the day before, the same day I turned my headset off last. So I go to the meta app as one does to connect a new controller, and it says that my headset is not connected to the app like it normally is. So, I try restarting my headset (not a factory reset). It turns back on, connected to the same WiFi my phone is connected to, and has Bluetooth enabled the same as my phone, so all the qualifications for a connection between the headset and the app have officially been met. Yet, my headset still refuses to connect to the Meta app. So, I factory reset my headset. Normally, in the mobile app, factory resetting a headset removes all its info and existence from the app, but it did not. It’s like my headset is no longer paired to the app, but the app is still connected to the headset. I have tried every single pairing method presented to me as if this is my first ti

Hello all thank you for taking the time to read this! I've owned quest 3 for a number of years now and gotten a great amount of use out of it. To cut to the chase, without warning the other day, the image in my left eye became erratic to the point of almost immediately giving me a headache. I am going to try to attach photos and videos, but I detect no problem with the lens itself so i believe it to be a problem with the left eye display. When the problem first began, the image in my left eye would jump around erratically, as shown in the first video. I also noticed a line , at about 20 degrees off of horizontal, running at a negative slope across the bottom of my vision. Below this line, the image was seemingly normal.After resetting the headset a few times I let it sit for a few days. When I returned to the headset rather than the erratic jumping image, it instead was a mostly static double image/ghosting effect. Once again below the diagonal line the image appears normal.So I come h

Never had this happen before update 2.6 is this something new?

I've already had this once, but when I updated it through the meta website, everything was fixed and here's the same problem again, I've already updated the firmware 2 times through the wire, I tried resetting to factory settings, changing the boot slot, but nothing worked. and not its not a proximity sensor. I'm writing here in case someone helps and knows what to do

It’s just sitting at downloading and no progress bar. 

Just got the new OS update 2.6 but cant find any info about it anyone know what's in it?

Hey guys, so I've had my headset since January 2nd, 2026, and I loved playing on it, right?Well... around early March, it started acting weird. Then in April... my headset's screen would randomly go black, my tracking would get messed up, and it's been happening on and off ever since. I couldn't see anything in the room, even though I have a well-lit room. It usually only lasts for a few seconds, but it keeps happening. I think the cameras might be loose or something.I've tried getting it to work a few times, and here are the details:So literally yesterday, I factory reset it. Then I found this weird fix where apparently, if I cover all of the cameras and make it completely dark, it starts working. Sooooo I tried it... AND IT KINDA WORKED! It worked fine, and the issue stopped. Then I covered the cameras again, and it happened again. So I tried covering only the left camera... AND IT WORKED! But I had to keep covering the left camera, or the issue would come back.So I finished setting