I have had a support ticket open for a month now. I sent in my less than 6 month old quest two for a dead pixel. They sent me out a replacement headset. while waiting oculus updated to meta so once I got my headset it won’t pair to my account. They said just wait. Then they said to do a factory reset So I did then try factory reset and all the other fixes they suggested. They said they are aware of the issue and it will be fixed soon. It will not it has been a month since they told me that. If it was able to be fixed it would have been. My replacement stays on the screen to pull the tabs out of the controller and the 5 digit code. I can open the app and enter the code but it says it can’t pair headset.check Bluetooth turn off on etc. i can see the oculus connected to my Bluetooth so I know that and the WiFi are working but it still won’t pair. I have factory reset and it will auto detect the code but still says it won’t pair. I have sent at least 15 photos of my issue all my information serial numbers etc. I even logged out of all oculus apps Facebook ended all sessions factory reset then turned back on and logged in to app still nothing. I have even tried to reset the controllers they way they specified and they won’t even connect to the new headset and I can’t get on to settings because again the headset won’t go past the 5 digit controller pairing screen. I can cord it to my computer and the computer oculus app can see the oculus but I still can’t go past the pairing screen. I even got on the support site to see if my replacement was eligible for replacement and when I add the serial. Number it says the meta quest 2 serial number can not be found so they sent me somthing that is invalid and probably why it won’t connect to meta it’s not a meta version headset I have asked them to let me send it all back for one that works or a refund they just keep trying to get me to do more troubleshooting. There is nothing more I can do. All the people who are just now buying them have no issues since they are already logging in with meta and not merging. I have told them to now rectify this situation since it has been a month of waiting or I will go to court for my money back if they continue to refuse sending me a headset or complete replacement that will work !!
I had the same problem. I just got mine to work. It may work for you if you have a computer This is what I did. I connected my headset to the computer with a cable. I powered it up and open the Oculus app and it recognized the number and then started to give me instructions. I was shocked that this worked. If you have a computer or can use someone else's give it a try. You have nothing to lose. Good luck.
I just got off a chat with support in which, when I asked for a new headset, he told me that may not work either. So I questioned why they were still selling them. And he basically said they have made announcements about it and if you buy one, you're taking the chance it won't work!!!! And if you researched, you should have known the risk before buying. Below is the exact chat that I copied. To say I am pissed off isn't even getting close.
Yes my original quest one works just fine but the quest 2 that they sent the refinished one doesn’t. It does not make any sense that some work and some don’t. And we do research our stuff before buying. There wasn’t an issue untill the company switched over to meta and screwed everything up. I have been waiting a month now for a fix that was supposed to take days. And I am appalled at the fact they won’t replace it with a meta headset that does work. I am still waiting a response from one I sent yesterday. I think all of us that have had ongoing issues and that have been getting the run around should file a suit if they don’t rectify the situation. There is no way I should pay 600 for a game system that worked fine till the company upgraded and messed everything up and not be compensated for my unit time hassle and emotional stress this causes due to not being able to use a product that was working fine before the company upgrade. This is their fault not the consumer
I hear you. I'm having the same problem. I've done all of what you have done to try to pair my new device I can't even remote wipe my old device. When it failed, the headset wouldn't turn on again so I had to try to wipe it remotely. I kept getting the message that it failed. I still have the old device showing up and being searched for by my account and I've tried everything (even talking to meta) to get it removed. I think maybe this is why I can't pair the device they sent me to my account? After reading these other posts, I dread there is a further problem. I'm sorry I can't help you but I am extremely angry, too. This has been a nightmare for the past months.