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MHU99
New Participant
August 12, 2026
Question

Quest 2 serial not recognized by Meta – cannot pair after factory reset

  • August 12, 2026
  • 1 reply
  • 104 views

Hello,

I have a second-hand Meta Quest 2 that I cannot complete the initial setup with after a factory reset.

The headset boots normally and displays the 5-digit pairing code, but pairing fails in the Meta Horizon app.

I have tested this on:

- Samsung Galaxy S21 Ultra

- iPhone

- Windows 11 PC

- Different Bluetooth/Wi-Fi attempts

The headset itself appears to be working correctly at recovery level.

Device Info shows:

- Serial number: xxxxxxxxxxxxxx

- Model revision: Monterey (PVT Revision B SDC)

- Boot slot: B

- Secure Boot: Yes

- Lock state: Locked

- Build variant: User

- RAM: 4068 MB

ADB also detects the same device correctly in Sideload Update mode:

"xxxxxxxxxxxxxx sideload"

However, I have two unusual problems:

1. The official Meta Quest Software Update Tool detects the headset over USB, but then displays:

“Your device is not supported.”

2. When I try to verify the headset serial number on the Meta Support website, I get:

“No product found. Check the info that you've entered and try again.”

My Meta account also shows:

“We couldn't find any devices associated with this Meta account.”

I have already performed a factory reset, so repeating the reset does not change anything.

Could a Meta moderator or support specialist please check whether serial number xxxxxxxxxxxxxx is correctly registered in Meta's backend?

I am specifically wondering whether this headset has a previous-owner registration issue or a serial number that is no longer recognized by Meta's systems?

USB, recovery mode and ADB communication all work correctly, so this does not look like a simple USB or Bluetooth problem.

    1 reply

    Choleni
    Choleni
    Honored Contributor
    August 13, 2026

    Hi MHU99​ 🙂

    Could a Meta moderator or support specialist please check whether serial number xxxxxxxxx is correctly registered in Meta's backend?

    Unfortunately, here are just users, no Meta staff. The mods are employees of the forum software provider, they can't help you.

     

    The headset boots normally and displays the 5-digit pairing code, but pairing fails in the Meta Horizon app.

    Maybe you are not on the same WIFI? What happens if you use your phone hotspot instead of WIFI?

    When I try to verify the headset serial number on the Meta Support website, I get:

    “No product found. Check the info that you've entered and try again.”

    You must put in the serial number from the box here, not from the headset itself. 

     

    My Meta account also shows:

    “We couldn't find any devices associated with this Meta account.”

    That's normal, because... there is no a device on your account yet - the setup has not been completed.😉

    The official Meta Quest Software Update Tool detects the headset over USB, but then displays:

    “Your device is not supported.”

    I'm not sure if this happens because it's not connected to an account?

    Maybe try updating it by following the steps in the video

    Here is a link to contact Meta support via email, chat or WhatsApp.

    Contact Meta Store Support

    This is a direct link and usually worked without serial number, even without owning a device.

    But... I just yesterday learned, this is no longer the case, so it's probably not helpful.☹️

     

    One thing... you should delete the serial number from your post, this is a public forum.

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