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Innerabbys
New Participant
September 4, 2026
Question

Unable to contact Meta Quest support – Quest 3 is linked but support portal says no device

  • September 4, 2026
  • 3 replies
  • 65 views

My Meta Quest 3 is correctly linked to my Meta account and appears under “My devices”. However, when I try to contact Meta support for a hardware warranty issue, the support portal says that no devices are associated with my account.

When I manually enter the headset serial number, it says “No support service is available for this device.”

I need warranty assistance because the headset has two permanently illuminated/stuck pixels visible on black backgrounds and even during the Meta boot screen.

I have already performed a hard reboot and the pixels remain in the same locations.

The headset was purchased new through Mercado Libre Mexico on July 30, 2026.

Could a Meta Support representative please help me open a warranty case manually?

    3 replies

    Maccyb123
    Honored Contributor
    September 4, 2026

    There are no Meta staff here at all, just users like yourself. However I think you can solve this problem. The serial numbers are a bit confusing because the headset and the two controllers all have their own serial numbers. So for the item serial number, you need to use the serial number that is on the box.. You'll notice it's different. Use that one and you should be able to proceed. 

    Good luck!! 

    Also here is an email link to a human support person at Meta! 

    Keep it close in case you still have problems. 

    mailto:support@store.metamail.com

     

    CaptainHaddock
    CaptainHaddock
    Inspiring
    September 16, 2026

    I can understand your situation. When you say your Quest 3 is correctly linked to your Meta account and appears under “My devices”, do you mean your Meta account in Meta Horizon app on your phone or do you mean your Meta account on the web or both?

    1) Meta Horizon app on your phone.

    2) Meta Account on the web:

    https://www.meta.com/my/devices/

    https://secure.oculus.com/my/quest/

    Let me know, so that I can assist you further.

    However, the serial number printed on the inner arm of your Quest 3 won't work here. You'll need the serial number from the box.

      Maccyb123
      Honored Contributor
      September 16, 2026

      Captain.Haddock Good information there but I hope he's solved the problem by now, his post is almost 2 weeks old. 😁 

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