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Omar2547
New Participant
August 1, 2026
Question

Quest 2 stuck on meta logo can’t contact support

Hi, I bought a used Meta Quest2 on eBay. The headset is stuck on the Meta logo and won’t boot. I have already tried restarting it and using Android recovery, but it still freezes on the logo. I created a Meta account, but I can’t contact Meta support because I don’t have the headset’s serial number or the original order number. The headset didn’t come with the original retail box, and I can’t find a serial number on the device. Could a Meta moderator please help me contact support or tell me what I should do next. Thank you. 

6 replies

Maccyb123
Honored Contributor
August 1, 2026

The serial number should be somewhere. Look around the area of the arms.. It's very small. There are no Meta staff here so we cannot help you.. You need to find your serial number. Ask the seller if they have a receipt or invoice, the serial number will be on it. If you can't find one, you're basically screwed. 

    Choleni
    Choleni
    Honored Contributor
    August 1, 2026

    Hi Omar2547​ 🙂

    The Quest 2 serial number is on the outside of the left arm.  You have to remove the headstrap in order to see it.

    I don't think your Quest has still warranty, so most likely you don't need Meta support but a repair service like Fix my Oculus - if you are in the US - or you must google for a vr headset repair service in your country. 

    In case you want reach out to Meta support, you can do that via email, chat or WhatsApp HERE.

    Before doing anything else, maybe try a factory reset.

    How to factory reset your Meta Quest | Quest Help

      Omar2547Author
      New Participant
      August 1, 2026
      • I bought a used Meta Quest 2 on eBay about one year ago.
      • The headset is stuck on the Meta logo and will not finish booting.
      • I have already tried:
        • Restarting the headset.
        • Using Android Recovery/Recovery Mode.
      • The headset still freezes on the Meta logo.
      • When I first received the headset, it was already logged into the previous owner’s Meta account.
      • While using that account, I purchased games with my own debit card and have proof of those charges.
      • I never created my own Meta account until now.
      • I have since created a new Meta account, but I cannot contact Meta support because the website asks me to verify the headset using:
        • A serial number, or
        • The original order number.
      • I do not have the original order number, and I have not been able to find a usable serial number on the headset or packaging.
      • I posted my issue on the Meta Community Forums and am currently waiting for a response from a Meta moderator.
      Choleni
      Choleni
      Honored Contributor
      August 1, 2026

      Omar2547​ 

      Why do you post the same issue again?

      I gave you a direct link to Meta support in your other thread.   You don't need the serial number to use that link.

      Quest 2 stuck on meta logo can’t contact support | Meta Community Forums - 1379298

      Btw. I also told you, where you can find the headset serial number in my reply.

      I posted my issue on the Meta Community Forums and am currently waiting for a response from a Meta moderator.

      The forum moderators are employees of the forum software provider, not Meta staff, they can't help you and they won't repy. You need to contact support.

      While using that account, I purchased games with my own debit card and have proof of those charges.

      I never created my own Meta account until now

      Why did you do that?? 😦

      Games are tied to the account that was used to purchase them... means, you won't have those purchases on your new created Meta account. 🤷‍♀️

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