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SalvaPluma
New Participant
January 31, 2025
Solved

Invalid serial number. Check that you provided the correct serial number for your Meta Quest 2

Hi!
I have the Quest 2 software update issue (headsets to be unresponsive and unable to start up correctly).

I still have a device that is unresponsive, but can't go forward in the help steps due to an error of the serial number.

The message says:
Invalid serial number. Check that you provided the correct serial number for your Meta Quest 2 headset.

I got the SN directly from the QR in my headset, so I am 100% the number is correct.


Investigating this issue I found another problems:

https://auth.meta.com/settings/my/devices/ gets me in an infinite loop of "To continue, you must confirm your account. CONTINUE WITH FACEBOOK", when selecting the "devices" link, so I can't use this.

In my Meta Horizon App, my headset is visible and I'm able to configure settings, I can also see the Serial Numbers for the controllers but can't see any for the headset, just a version number (really long numbers code) and a MAC address.

On the browser is strange as well as I can't see my headset, the browser version says that there is no device registered, but I can see the purchases of my quest games.
Trying to get help directly for my device in the "Still need help" section, I stomped into the same problem of the invalid serial number, as you need to have a device associated with your account in order to get help.

I tried to solve this by a synchronization among Instagram, Facebook and Meta accounts but nothing changed...

In summary:
I have an unable to start up Quest 2
The SN of the headset is "invalid" for some reason

Meta devices gets me in an infinite loop of Facebook login 
I can't get support for my device as the SN is necessary and mine is "invalid"
Meta App does not display the SN for the headset but can manage the device, Browser version does not see any device, just my purchases on the store.

My device was working perfectly last year...

How may I get help? @MetaQuestSupport

      MetaStoreHelp
      MetaStoreHelpAnswer
      Community Manager
      February 1, 2025

      Hi there,

      Thank you for making us aware you are experiencing a similar issue, we would love to take a closer look into this for you!

      Please click on our name to access our profile page. Once there, select 'send a message' to privately message us. 

      Please note that you must be signed in to the community before sending a private message.

      Thanks!

      If you're the author of a thread, remember to mark a reply as the Accepted Solution to help others find answers!
      View in thread

      15 replies

      Lemonchella
      New Participant
      February 1, 2025

      I have the same issue. 

        MetaStoreHelp
        MetaStoreHelpAnswer
        Community Manager
        February 1, 2025

        Hi there,

        Thank you for making us aware you are experiencing a similar issue, we would love to take a closer look into this for you!

        Please click on our name to access our profile page. Once there, select 'send a message' to privately message us. 

        Please note that you must be signed in to the community before sending a private message.

        Thanks!

        If you're the author of a thread, remember to mark a reply as the Accepted Solution to help others find answers!
          sandersalex288
          New Participant
          February 20, 2025

          I'm having the same issue, but I'm having another following issue to where now. I cannot send you guys a private message even though I am logged in.

          Choleni
          Choleni
          Honored Contributor
          February 1, 2025

          SalvaPluma  Lemonchella 

          Maybe you need the serial number from the box?

          It's not the same as the number on the headset.

            Lemonchella
            New Participant
            February 1, 2025

            I tried both. Thank u.

            VBD123
            New Participant
            February 1, 2025

            Same issue here too!

              MetaStoreHelp
              MetaStoreHelp
              Community Manager
              February 1, 2025

              Hi there,

              Thank you for making us aware you are experiencing a similar issue, we would love to take a closer look into this for you!

              Please click on our name to access our profile page. Once there, select 'send a message' to privately message us. 

              Please note that you must be signed in to the community before sending a private message.

              Thanks!

              If you're the author of a thread, remember to mark a reply as the Accepted Solution to help others find answers!
              Quiley
              New Participant
              February 2, 2025

              I have the same issue 

              1WMHH866EC1296

              Correct on the side of headset and checked on my meta profile, im told is invalid, i will send s message to you 

              Please help 

                Davidx54
                New Participant
                February 4, 2025

                Yes similar code to you and same issue here.

                Bennyboy2000
                New Participant
                February 2, 2025

                I'm having the same issues... Quest not responding and getting invalid SN when trying to issue.  Verified the number.

                  TheWrightBug
                  New Participant
                  February 3, 2025

                  Same error message when I look up the serial number. 

                   

                  Davidx54
                  New Participant
                  February 4, 2025

                  Also same issue here

                  Smoothsparkle
                  New Participant
                  February 9, 2025

                  Yup! Same issue. Even factory reset it and nothing resolved.

                  masterchief0117
                  New Participant
                  November 29, 2025

                  Same issue, also the account on my device is inaccessible.

                  MetaStoreHelp
                  MetaStoreHelp
                  Community Manager
                  November 30, 2025

                  Hello there master.chief.0117!

                   

                  We saw that you are having an issue with getting logged into your account and we would like to help you with this.

                   

                  If you could please contact us privately as we will need to gather some more information, so we can have a closer look into this for you.

                   

                  You can contact us privately by clicking on our profile picture and selecting message to send us an private message.

                   

                  We 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!
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