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QuirkySalmon7839
New Participant
December 29, 2025
Solved

Warranty Page will not load

Hello,

I just received a Meta Quest 3s for Christmas. 12-25-25. This is my first meta device. The right controller thumbstick is faulty. The stick believes that it is stuck in the fully down position. It is physically free to move but does not register movement. It is not able to be calibrated. I have attempted cleaning with compressed air to no avail. 

This pretty obviously falls under the 1 year warranty. However, the warranty page in the meta quest app does not load. When I click the “Get Support” button I see a message that says “This page isn’t available right now. This might be because of a technical error that we’re working to get fixed. Try reloading this page.”. I have gotten this message for 4 days straight now. I attempted entering my device serial number into the Meta website instead but I get a message along the lines of “This device is not associated with this account” or “There are no devices associated with this account”. I’m not sure the exact verbiage.

This is very frustrating as I have been excited to use my Meta Quest 3s but I have not been able to. How can I start the warranty replacement process for this controller?

Thanks.

Choleni
CholeniAnswer
Honored Contributor
December 29, 2025

Hi QuirkySalmon7839​ 🙂

QuirkySalmon7839 wrote:

What the f*ck does that mean? It’s brand new. How could support not be available

You probably gave in the serial number from the headset.... normally you'll need the serial number from the box to claim your warranty. It's slightly different from the headset number and applies to the whole kit - headset, left controller. right controller.

But maybe this won't work either, because it takes a few days until a new registered device appears on the help page.

Anyways, you can contact support via email, chat or WhatsApp HERE 

One tip..... If I were you, I would not claim my warranty, but bring back the device to where I bought it.

If you ordered it directly from Meta, refund it, get your money back and buy it new. If you claim the warranty, you'll probably get a refurbished controller.

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3 replies

QuirkySalmon7839Author
New Participant
December 29, 2025

Actually, the message I get when putting my serial number into the website is “Support isn’t available for this device”. 

 

What the f*ck does that mean? It’s brand new. How could support not be available 

Choleni
CholeniAnswer
Honored Contributor
December 29, 2025

Hi QuirkySalmon7839​ 🙂

QuirkySalmon7839 wrote:

What the f*ck does that mean? It’s brand new. How could support not be available

You probably gave in the serial number from the headset.... normally you'll need the serial number from the box to claim your warranty. It's slightly different from the headset number and applies to the whole kit - headset, left controller. right controller.

But maybe this won't work either, because it takes a few days until a new registered device appears on the help page.

Anyways, you can contact support via email, chat or WhatsApp HERE 

One tip..... If I were you, I would not claim my warranty, but bring back the device to where I bought it.

If you ordered it directly from Meta, refund it, get your money back and buy it new. If you claim the warranty, you'll probably get a refurbished controller.

    QuirkySalmon7839Author
    New Participant
    January 2, 2026

    Thanks ​. That was the most useful information I’ve received!

    I ended up following your advice and just exchanged it at the nearest Target location that had a replacement in stock. It was an hour drive, but that was much less of a hassle than the warranty process.

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