Urgent: Meta Quest hardware inaccessible - Account disabled after security breach
Hello, I am writing this post because my sister-in-law is currently unable to use her Meta Quest headset, which has become a "paperweight" due to an unfair account ban. Her account was compromised by a malicious third party (hacked) who posted unauthorized ads. We have already tried the standard appeal process, but it was rejected by an automated system without any human review of the evidence. This is not just a social media issue; it is a hardware accessibility issue. She has purchased games and software that are now inaccessible. We are looking for a manual review from the specialized team to verify the suspicious login activity and restore her access to her Meta Quest device. Device: Meta Quest 2 / 3 Account Email: [deleted] Could a moderator please help us escalate this to a human agent? Thank you.
Support problem
I have an Oculus Quest 3 bought in Amazon 5 months ago and the Meta Support does not recognize the serial number when trying to open a ticket. I have a problem with one of the controllers that have became crazy and does not respond to the track movement. Does anyone know how to manage an issue like this?
Quest 3 Safety Issue - DOA - Support Loop with 6 Agents
Hi , I received my Quest 3 on April 2nd from Amazon and the Right Controller is DOA(Dead on Arrival). It gets dangerously hot and drains the battery to 0% rapidly even when the headset is completely powered off. This is a major safety hazard and a clear hardware defect (fire risk). I’ve been stuck in a support loop for 3 days with SIX different agents (Miley, Joyce, Morrison, Levi, Deejay, and Mea). One agent promised to escalate this to a "Specialized Team" but the next day I just got another generic template asking for the same info I already sent. It’s clear no one is actually reading the case history or taking the safety risk seriously. I’m not waiting weeks for a standard RMA on a brand-new device. I’ve already offered a Security Deposit for an Advanced Replacement so Meta has no financial risk. Also, since my Horizon+ trial is running while the device is unusable, I expect at least 30 Euro in Quest Cash for the downtime and this terrible experience. If Meta can't authorize a deposit-based replacement for this controller immediately, I’ll just return the entire Quest 3 unit to Amazon for a full refund. A retail return of a defective unit will cost Meta significantly more in fees and lost value than just shipping me a working controller now. Can a moderator please escalate this to a Senior Supervisor? Thanks
Unable to return my quest3 back for replacement under warranty via DHL missing rqd labels
My quest 3 is defective and I'm trying to send it back. Meta have sent me the return labels for DHL, and I have attached them to the parcel. DHL suspend the shipment saying that it lacks the required dangerous goods label. They return it. I chat to support and support escalate it. Someone gets in touch, ignoring the comments I've passed on from DHL. They generate new versions of the same labels (ie missing DG label) which they attach. I respond to their email saying that without the DG label it will get suspended again. They reply and tell me Please refer back to your courier for more clarification as far from our end everything looks fine. So right now I'm completely stuck
Rift S "Sensors can't track headset"
I've recently switched to a new computer, and after installing the Meta Horizon Link app I am unable to get my Rift S headset through the initial setup process. The app recognizes my headset, shows a green check-mark on the connection status, and the display inside the headset turns on and shows three dots in the center. Attempting to go through the device setup, the second step tells me "Sensors can't track headset" and I cannot progress further. If I skip setup the headset still only shows the three dots. I have tried using multiple USB ports and multiple display ports. I have made sure the environment is well lit and suitable for VR use. I have made sure the cable is securely plugged into the headset. I have reinstalled the app, making sure to clear all existing files out of appdata and program files. I have reinstalled the device drivers. I have restarted Windows many times and made sure it is up to date. I have made sure the privacy settings in Windows are set correctly. I am also unable to contact support because the form is not recognizing the ID from my Rift S headset I have been using through the desktop app for multiple years.
Quest 3 Pairing Error on iOS: App accepts pairing code, finds headset, but fails to connect
Hi everyone, need some help with a stuck setup. I'm trying to pair my new Quest 3 to my iPhone to finish the setup (and claim a referral), but I'm hitting a wall. The Specific Issue: The app detects the headset via Bluetooth, and I am able to enter the 5-digit pairing code shown in the lenses. However, immediately after entering the code, the app attempts to pair/connect but then fails with an error (screenshot attached). My Theory: I suspect this is a network permission bug. The Meta Horizon app needs "Local Network" access to finish the handshake, but the iOS system popup asking for this permission never appears. When I check iPhone Settings -> Meta Horizon, the "Local Network" toggle is completely missing. Only Location, Bluetooth, and Notifications are listed. What I have already tried: Reinstalled the app multiple times. Reset Network Settings on my iPhone (to force permission prompts). Factory Reset the Quest 3 multiple times. Tried connecting via Personal Hotspot (cellular data) to bypass my router. Tried forcing the prompt by initiating Casting from the headset (didn't work). Screenshot: Has anyone solved this specific "code accepted but pairing failed" loop on iOS recently? Is there a way to force the Local Network permission? Thanks!game cancels download when trying to install
so i have been trying to install contractors showdown and it always cancels when it gets to the front of the queue and i already factory reset my headset and it still wont install. it only happens for this one game and it seems to not care what internet im using.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.
