Other Troubleshooting

Hi  I started reaching out for support for an issue that is now almost 10 weeks old and have not gotten a single response from support that tells me why this is happening.  I've tried everything I can find online to possibly fix it (adding and/or removing payment types, resetting, etc.)  Every answer I get from support is a canned response and it is driving me nuts!  Does ANYONE know how to fix this ? They even said they cleared the error and asked me to log back in while I was in a live chat with them at one point and I did it but it still did the same thing .  I'm so frustrated with their lack of support or even a real answer. 

I’m posting this because I honestly don’t know what else to do at this point. I sent my Quest 3 (512GB refurb replacement) back to Meta over 2 months ago under RMA. Here’s the timeline: I sent in the headset AND controllers December 2025Meta returned my controllers within 1–2 weeks saying they weren’t neededThe headset replacement was supposed to shipThen the shipping process stalled due to “address validation issues” Now here’s where it gets ridiculous. Meta’s system says it cannot validate:My home addressMy neighbor’s addressMy in-laws’ address (which has existed for 20+ years)They even tried processing under an alternate address and their system still rejected it.Meanwhile:They have already shipped items to my address before (the controllers came back fine)This has been documented as “urgent”I’ve been told multiple times that a “specialized team” is investigatingI keep being asked to provide yet another addressAt this point I’ve provided multiple legitimate,

One of my controllers (the left one, specifically) is no longer charging. I’ve already tried everything: replacing the battery and performing a factory reset on both the controller and the headset. Could this issue be caused by leaving the controller on the charging dock without using it for a while? As a result, I’m unable to complete the controller’s firmware update.

I am using the software update tool to update to the latest version of PTC manually, but the software that it provides does not appear any way in the official release notes. When I use the tool it offers up "2.8.0" as a software ready to download and install. When I go through the process and it shows that it has been successfully installed, the device does not show anything has been updated and the last software update's install date and version remains the same as it was before using the tool.Any insight would be helpful. Have others experienced these same issues?

After startup I always get the following messageSomething went wrong, unable to joinIs anybody else having this issue?Not sure what it's trying to join.

went to start my quest 3 this morning and all I was getting was the Meta logo just spinning. I tried to reboot by holding the power button and nothing happened. I then tried holding the power button and the sound button, switched to all black then the logo, then a no command error with a battery looking emoji.I tried to access it from the app, but the app just says the headset is not connected and wont do anything for me?   Could I have been stuck in some sort of software upgrade dead zone? Been sitting on a power cord for 8 hours still showing amber....do I now own a Meta Brick?  

I recently had a problem with my left controller thumb knob. I was instructed to return the defective controller but have heard nothing from meta. How long does it normally take to receive the replacement? Thanks

I have had a Pro since release.  It has always had a very dark screen, one of the selling points was the display quality meant that blacks were more black.  However, many PCVR games are simply too dark in dark areas to see anything at all, I mean I cannot see the ground of anything in front of me.  I have the settings in the headset and in game up to maximum and it's still so dark that I have stopped using the Pro at all.  I'm talking about Skyrim VR, Fallout VR, Half Life Alyx, Metro VR etc.  I have not used it for a few months - although I have it docked all the time and the software for both the PC and headset are the latest.  If there is not a secret setting or hack that can be used I will just have to abandon it.Anyone any ideas - I have light blockers for the headset and it is working perfectly - never been used outside, never had any light damage to the headset.  But still I cannot use it.

Was this done on purpose to force people to buy the meta brand battery straps? Because headset was fine. Got an update, suddenly won’t charge correctly. Keeps disconnecting, and shutting down. Other headset was fine. Got an update. Same thing. Got a new headset. Fine. Update, same thing. I might have a software engineer friend of mine try to figure out if this was done on purpose. Then a class action lawsuit. Against meta. Or, meta, you can fix this before the public embarrassment. You wanna sell the four when it comes out. It’s advised you roll back whatever garbage is causing this. I buy a lot of meta products, I just don’t like your battery option because I don’t want more weight on my head. Fix this now. I said this as respectfully as I can, without a lawyer. 

I had today a issue. My vr doesn’t work it all started by my sister she went playing blablbla then she tried to hop off there was a option to update but she didn’t. So then she putted in the charger and then she played again but then she said i have some issues. So i looked it said something like new position (its the thingy when it darks and you get a warning for a better tracking) but i thought like oh okay restart it. But then my screen went black i my controllers are not working every 5 sec it shakes. But okay, i saw only a black screen. Like i can see some logos and the volume thingy. I factory resetted it maybe like 5 times still nothing then i did sideload update still nothing it’s just black screen and every time i turn it on my controllers shake every 5 sec

I tried to verify my age for my Meta account but I didn't realize that the birthday was set as my cousins birthday because they set up my account when I first of a vr headset and now I cant verify my age for three months. I would be extremely grateful if it could be fixed so I can verify my age properly.

Everytime I start up my 3s all i get is the meta horizons os title screen and nothing else. After a few minutes I reboot and try again but the same results. I was thinking of doing a factory reset, as it doesn't actually let me shut the 3s down. How much data will I lose with the reset? Or am I just able to log into my account and get everything back?

Hi, I am new to all this, my son had a second hand quest 2, upgraded him to a 3 last week. Was working fine, linked via the app. Online states still only a 2 in devices no 3. Last few times he has tried to play Gorilla Tag it comes up with unable to authenticate with mothership and a java. message? Can anyone help? I am unable to find live chat on meta website again to discuss with them? We have tried resetting headset, disconnecting, hard reboot the lot and its happened again. Thankyou in advance. 

Hello Meta Support,I cannot access my Meta Quest account because my two-factor authentication (2FA) is linked to an old phone number that I no longer have. I know the account email and password, but I cannot receive the authentication code.My headset is currently stuck in recovery mode and cannot boot normally. I want to keep all my purchases, skins, progress, and friends.Please help me remove or reset the 2FA on this account so I can safely access it again. 

Fov got reducted a lot, now it feels as if im wearing googles or a kind of industrial visor

So I noticed something weird today. I have a Quest 3 with v79.1027 software. When I switch on Travel Mode, the Horizon Feed app opens up and displays "no internet connection". I checked the wifi settings in my headset, and wifi is actually connected and working. I was able to browse the internet and watch movies on Prime Video. I was wondering if anyone else has noticed this, and what version headset software are you on? 

my headset has a purple light and I’m about to start crying cause because I need to factory reset it to fix it but I don’t wanna lose all my data and I never set up cloud back up before the purple light.

The power works; I charged for almost a day so it’s definitely fully charged. However, the light displaying that it’s fully charged is stuck on unless it’s powered on. Speaking of which, the power turns on; however, it just gets stuck on the loading screen that says “Meta Horizon OS”. Not sure exactly when this issue started; all I know is it was working 8 days ago, then I went on vacation for 5, came back and it’s not working. Any help is appreciated

I just recently got a new computer and had to reinstall the meta horizon link app and it no longer shows me the privacy, payment, or beta tab in the settings menu. I am still using the same exact account as I did on my old computer. I have turned on the public test channel in app, and everything is updated. I have already checked to confirm that I am still signed up as a developer and that I am verified.Not sure why these settings are no longer available to me, please let me know what I can do to rectify this issue! 

Hi everyone, I'm stuck in a very frustrating situation and need help from a Community Manager.I bught a Meta Quest on Amazon, tested it, and eventually returned it. I made sure to remove the device from my Meta account. However, the Meta Horizon+ subscription remained active and charged me US$7.99. Worse: the system pulled the credit card linked to my Facebook Ads account via the Accounts Center.I'm trying to contact support for a refund, but I'm completely locked out. The support portal demands a serial number or a Meta Store order number to open a ticket. Since I bought it on Amazon and already returned it, I don't have either. If I click "I don't have a device", it just redirects me to generic FAQ pages and won't let me talk to anyone.I know doing a credit card chargeback might automatically ban my Facebook Ads account, which I absolutely want to avoid over an $8 charge.Is there any alternative way to reach a human in billing support without needing a device serial number? Can a Met

I am trying to mass transfer recorded footage from my Quest headset to my computer. Despite there being hours worth of footage on there, when I plug my Quest into my PC it tells me the folder is empty. This comes after I mass deleted all footage previously in the folder naively thinking that it would delete the footage off the headset also (how silly of me!) as this was before the ability to delete more than one file at once was added. The files no longer show up in the folder on my PC's file explorer - neither does any of the new footage - but they are certainly still on the headset. So yeah, now the whole thing's buggered. No idea how to fix it, I've tried plugging my cable into different USB ports, disabling then re-enabling the USB dialog thing, no dice. My only other alternative now to get this footage onto my computer is to spend 2.5 hours uploading it to Google Drive and hoping to God that no ridiculous glitch happens that stops the upload and forces me to do it again

As the title says i just updated my quest 3 to v2.1 and dont have the new features like the new OS or navigatator customizable apps or control media sharing am i missing something?

 I'm facing a persistent failure to install the Oculus PC Software (Meta Horizon Link App) for my Oculus Rift S device, which is essential for the device to function at all. The software got corrupted and was unresponsive no matter the method I tried, a couple of days beforehand. Any repair achieved nothing, therefore I used its official uninstaller as well as Revo Uninstaller Pro to erase every remnant of it from my device. The installer (Setup.exe) however, consistently terminates itself during the very end of its installation process, after it has downloaded all of the necessary cached files.I tried downloading it into a variety of different drivers as well as have performed multiple complete manual removals of each plausible file system and registry artifact of the Oculus Software within my system; C:\Program Files\, C:\ProgramData\, C:\Users\MyUserName\AppData\,C:\Users\MyUserName\AppData\Local\Temp\. C:\Users\MyUserName\AppData\Roaming\, Driver, Soft

Taiwan, as an official shipping region for Meta Quest products and with a population of over 23 million, does not have support for Chinese Zhuyin input in the Quest system (only chinese display interface is available). When we reached out to customer service, they simply directed us to provide feedback on the forums. Fine, that’s exactly what I’m doing. Not only is there a lack of Chinese Zhuyin input, but in regions like China, Hong Kong, Malaysia, and Singapore, where the product has not been officially launched, there are many Chinese users who primarily use Chinese Pinyin input (of course, there are also Cangjie, Simplified, several input methods). We hope that support for these input methods can be added so that a large number of Chinese / Mandarin enthusiasts can use Quest more smoothly.Supplement: Although I know that other input methods can be installed through Sidequest, this is only limited to use in other Android apps and cannot be enabled in most system built-in apps.&

So I've been part of the PTC on Quest 3 for some time. I have the option enabled in the mobile Meta app, but for some reason the update doesn't seem to be triggering. I've tried disabling, enabling etc, but I'm stuck at v85.1034.Is the 2.1 rollout gradual in the PTC or should anyone enrolled in the PTC get it now?Sorry if it sounds like a stupid question, but last time a PTC update came out, I got it same day. (Based in the UK)