Quest 2 orphaned after factory reset - backend device ID missing

Hi CursivePizza43​ 🙂

CursivePizza43 wrote:

The Meta support website blocks ticket creation because there is no device record.

Go HERE to contact support via email, chat or WhatsApp.

Update / Follow-up

I wanted to provide an update for anyone who may come across this thread in the future.

After extensive troubleshooting and multiple escalations with Meta Store Support, Meta has confirmed that my Quest 2 entered a backend device desynchronization state following a factory reset (a Meta-recommended troubleshooting step). The headset now fails pairing with GraphQLError 1675012 and cannot be associated with any Meta account — including a brand-new account.

Meta Support acknowledged:

• The issue is not user-caused
• It is not resolvable through standard troubleshooting
• There is no internal option to clear or repair the backend device record
• Firmware sideloading was suggested “at my own risk,” with the warning it may permanently brick the device

Meta Support suggested a manual firmware sideload using developer tools and a ZIP file as a last-resort option, with the disclaimer that it could permanently render the device unusable and would be done at my own risk. Given that the issue presents as an account/backend and app-level desynchronization (including inconsistent device state in the Meta Horizon app), this approach did not appear to address the underlying problem and carried significant risk.

Ultimately, the only resolution offered was an out-of-warranty refurbished replacement purchase.

This leaves me with a headset that powers on but cannot be paired or used, effectively a paperweight, despite following all recommended steps and working in good faith with support.

I’m sharing this update so other users are aware that:

• A factory reset can, in rare cases, permanently orphan a Quest 2
• There may be no supported recovery path once this occurs
• The cost of resolution may be passed to the customer even when the failure is backend-related

I appreciate the assistance from the community members who helped escalate this case, but I’m disappointed that a supported troubleshooting step resulted in a non-recoverable device state with no remediation other than paying again.

I hope this feedback helps Meta improve safeguards around factory resets and backend device recovery for future users.