New Quest 3 locked on software update, impossible to fix.
Hi guys, I bought my first Quest 3 today. When I turned it on, it started a software update but it gets stuck there — the device keeps turning on and off without completing the update, and I can’t get past that screen. I haven’t even set up my Meta Horizon account yet, and since I didn’t purchase my Quest 3 through the official Meta store, when I try to enter my device’s serial number on the website it gives me an error. I tried doing the sideload update (the only fix I found on the internet) by holding the volume down and power buttons on the Quest 3. But when I select my device in the browser, I get a message saying: “your device is not supported, please try reconnecting your devices.” Weird cause both my PC and Chrome are detecting it as Quest 3. I also tried disabling adblock, deleting caché and cookies, incognito mode, other browsers, other PCs, other cables, connecting it on different times, etc. There is not a single thing I haven't tried. (Every single one of these attempts were done while having 50% battery. There’s nothing else I can do, literally — I’ve already tried factory reset several times as well. Do I need to return my device? I'm submitting this post so support can help me. I'm quite desperate, I don't see my issue anywhere on google and I spoke to support via Whatsapp and everything they told me to try, I already had.Access Direct Support Through the Developer Support Portal
Note: Meta Horizon Worlds support is only offered to Meta Horizon Creator Program (MHCP) members. Interested in receiving direct technical/non-technical support for Horizon Worlds? Learn more about the program here! As part of the recent migration to the Developer Dashboard, we’re excited to share that MHCP creators will now access direct support through the Developer Support Portal. This move streamlines support channels to serve you more efficiently and effectively. Note: This update is for direct product/program support only, bug reports should continue to be submitted using Feedback Hub. To access the new portal, use the existing Creator Support Center and “Submit a request”, or use the Developer Dashboard and “See help” to get direct support whenever you need. This is a new entry point that allows you to get the same quality and speed of support for both technical and non-technical issues that you’ve become accustomed to. To create and manage cases from the Developer Dashboard, click the Help button in the top nav, then “Contact Us”, or Click “Team” in the left nav, then “Contact Us”. To create a new case: Click on “New” Fill out the required fields in the intake form and submit the case Respond to/update your case by replying within the Developer Support Portal or to case email notifications Once the case is resolved, you’ll receive an email to fill out a satisfaction survey. Please fill this out to let us know how to improve our support services. As part of this change, the creator programs support email (creatorprograms@meta.com) will no longer be used for support purposes. Going forward, the only way to access support will be via the Developer Support Portal.
Meta Quest 3S will not charge
Hi, I have seen other posts regarding this issue and I have tried the Power button and volume down button for 30s+, nothing happens. I have tried contacting support, but even though in the Meta Horizons app, the MetaQuest3S shows up in my devices, it does not in the browser, and when I give the ChatBot my SN, it says it cannot be verified, and I did triple check, and I checked the SN in the app on the device and am using that same one. So, since i purchased it from BestBuy in June and not through MetaStore, the bot is blocking me from contacting support, and the device will not sync between the app and the website. I have tried 5, known/verified working chargers, and nothing happens. I left it charging for 48 hours to be completely sure, and nothing. No LEDs, no sound, nothing. What am I supposed to do if I can't get in contact with support?
Meta are not providing the replacement Quest 2 I am owed and are not being helpful at all.
Hello all. A few months ago after an update, My Quest 2 bricked. After going through trouble shooting and all the fixes available to me I sought help from support. A team member told me it was grounds for replacement, and we initiated that process. I followed the instructions, and sent in my faulty console. On June 24 I got an email saying I should have my new one in 5-7 days. Two weeks after that email, I still received nothing. I contacted support, who then realised there was an issue and promised to escalate it, saying I would receive an update shortly. No update. Since then I have been regularly contacting meta to ask 1) what went wrong, 2) expected timeline of replacement, and 3) why their internal investigation means I can't get the new console I am owed since they took my old one. Every time I get the work around saying it's being investigated, they can't do anything, with no one addressing my core concerns. They will not provide details, nor additional provide additional contacts to me for escalation purposes. I have managed to get someone to tell me that apparently it was shipped to the wrong address, and they won't give me a new console until the previous one has been recovered. The length of time it's taking and the obscure communication style are not in accordance with Australian consumer law, and have been incredibly frustrating. Multiple team members have acknowledged these facts, yet nothing new is happening as far as I can see. Do any of you have a story such as mine that had a successful resolution? Or any contact method to talk to someone at meta who can actually help me? I feel ignored and bullied, since meta has the power to issue me a new console, but are refusing until they complete their own investigation. This should not impact me as the consumer (as per my rights) and it seems as if they are just hoping I will go away. I have done nothing wrong and have gone from having a faulty product, to no product at all, with no clear information as to why. It seems to be a breach of Australian consumer law, as well as horribly inconvenient. Any help would be appreciated!
Can't Refund a SINGLE Game
Hello everyone, This morning, I bought a game. I launched it but didn't get past the introduction (only played for 10 minutes max). But when I try to get a refund from the app, it says, “Not possible. You have either played for more than 2 hours or purchased it more than 14 days ago.” (the reason why i want to refund is because I would like to purchase it on my main Meta account and not on this one). At that point, I tried to contact support, BUT UNFORTUNATELY, on my META account, where I can clearly see my game purchases, I can't request to contact support because it says I don't have a device linked to the account. BUT when I access this site with the same META account: https://auth.meta.com/settings/my/devices/ . I can see my device. When I try to click on the button to enter the device's serial number, META ALSO tells me that it doesn't exist. This is driving me crazy. How am I supposed to contact support? Is there no support? I'm completely lost here.
