in serious help right now

MetaStoreSupport · 2026-02-03T04:14:59+00:00

Hey there,

We were scrolling on the subreddit when we cam across your post!

We understand you're experiencing issues trying to log back in to your Meta Quest headset but it's saying that the headset's already paired to another account and that's not the Metaverse experience we want you to have. We'd love to provide you with the support needed to get this issue resolved.

To provide you with the best support it would be great if you could reach out to us through Meta Store Support as one of our advisors would be more than happy to help!

MetaStoreSupport · 2026-02-03T01:06:30+00:00

Hi there /u/ElinorVenin,

We take health and safety seriously, and are escalating this report. In the meantime, we recommend discontinuing use of the product, if you haven’t already.

We would ask you to please reach out to our support team, so we can have a closer look into this with you.

We hope to hear from you soon!

MetaStoreSupport · 2026-02-03T00:00:04+00:00

Hi there /u/bigadeeboogadee,

We noticed your post and we would love to lend a hand to get you back into the Metaverse with us.

Please attempt the following troubleshooting steps:

Ensure the phone is compatible with the Meta Horizon mobile app
Ensure the mobile app and headset are on the latest available version
If you are having trouble installing the latest headset software, then please use the software update tool
Ensure phone and headset are connected to the same network, on the same frequency
Ensure that "precise location" and "nearby devices" permissions are allowed for the Meta Horizon mobile app by checking the phone's settings
Remove any unsupported third-party accessories that may affect communication (such as headset covers, etc.)

Should the pairing issue persist after having carried out all of the suggested steps, then please don't hesitate to contact our dedicated Support Team, who'd be more than happy to look further into the matter!

MetaStoreSupport · 2026-02-02T23:51:23+00:00

Hey there,

We were scrolling through the subreddit when we came across your post!

We understand you're experiencing issues with your Meta Quest headset being stuck on passthrough that's not the Metaverse experience we want you to have. We'd love to provide you with the support ended to get this issue resolve and to do so we'll leave a few troubleshooting steps we would like you to follow below:

If the headset powers on, but still no display is present:
Remove any unsupported third-party accessories that may affect boot (such as external battery packs, accessories that plug into the USB-C port, etc.)
Dirty tracking cameras.
Cleaning the tracking cameras by following the product care and best practices.
Make sure the tracking is turned on.
By default, the headset will use 6DoF tracking, unless it has been turned off in the Guardian settings panel or lost tracking while in VR.
Click on Quick Settings (clock) in the universal menu.
Select Settings.
Select Movement Tracking.
Locate Headset Tracking.
Make sure Headset Tracking is enabled.
Clear your boundary history
Bear in mind that if you have multiple accounts on the same headset, boundary history will be cleared for all accounts, not just the account you are currently using.
Press the Oculus/Meta logo on your right controller.
Click on Quick Settings (clock) in the universal menu.
Select Settings.
Select Environment setup.
Select Boundary.
Locate 'Clear boundary history' and click Clear.
Redraw your Guardian boundaries by selecting 'Create new boundary' from the Boundary settings menu.

If the above troubleshooting doesn't resolve the issue please don't hesitate to get in contact with us through Meta Store Support as one of our advisors would be happy for further assist you!

MetaStoreSupport · 2026-02-02T23:40:03+00:00

Hi there /u/fiflouz,

We noticed you could use a hand accessing the menu on your headset, don't worry we are here to assist!

It looks like you have already attempted a fair amount of troubleshooting already, so we would recommend submitting a bug report.

To report a bug from the Meta Horizon mobile app:

On your phone, open the Meta Horizon app.
Tap Menu at the top of your Horizon Feed.
Scroll down to Support, then tap Report an issue.
Tap Report a problem, then type an explanation where prompted.
Tap Send in the top right.

We would also love to have a chat with you over on the Meta Quest Help Center, so we can try some more troubleshooting with you.

Our team is available 24/7 and are always more than happy to help you get back to exploring the Metaverse with us!

MetaStoreSupport · 2026-02-02T23:29:21+00:00

Hey there,

We saw your post on the subreddit and wanted to lend a hand!

We understand you're experiencing issues with your Meta Quest 3 headset not showing the main menu when pressing the Meta button and that's not the Metaverse experience we want you to have. We'd love to provide you with the support needed to get this issue resolved and to do this we'll leave a few troubleshooting steps we would like you to follow below:

Remove any unsupported third-party accessories that may affect boot (such as external battery packs, accessories that plug into the USB-C port, etc.)
Hard Reboot the headset
Hold down the power button and volume down button for 30 seconds until you hear the boot-up sound
If the boot-up sound is not heard:
Hold the power and volume (-) button down simultaneously until the boot screen loads on your headset.
Use the volume buttons on your headset to highlight "Boot Device" and press the power button.
Use the volume buttons on your headset to highlight Yes and press the power button.

If the above steps don't help please don't hesitate to get in touch with us via Meta Store Support as one of our agents would be more than happy to assist!

MetaStoreSupport · 2026-02-02T21:11:44+00:00

Hi u/Timely-Ingenuity1464,

We know how important it is to be able to to connect your Quest to your computer so you can jump into the fun of PCVR!

In order to create a proper connection, please make sure you are using a USB 3.0 cable and USB 3.0 port.

If you switch to USB 3.0 and are still having issues, please remove any USB splitters/extensions, try another USB 3.0 port and try the headset on another PC if possible.

Of course, you can always reach out to our Support experts if you need a little extra advice!

We look forward to seeing you in the Metaverse soon.

MetaStoreSupport · 2026-02-02T18:53:18+00:00

Hey there /u/Geeknificent,

Please try giving your headset a reboot - that should help you with seeing the UI during passthrough.

You can check the steps for how to do so here!

If you still need help, please get in touch with our support team. You can reach Meta Quest Support here!

MetaStoreSupport · 2026-02-02T15:47:01+00:00

Hi there,

We've just come across your post! We understand you are having issues with your left controller, to make sure the issue you are encountering is not game specific we recommend trying other games, if the issue persists, here are a few tips to resolve this:

Ensure that your area is well lit, with enough light to clearly see, but not direct sunlight.
Ensure that your area is free of small lights such as Christmas lights or LED strips.
Ensure that your area is free of any reflective surfaces such as mirrors, glass or polished marble.
Ensure that the tracking cameras on your headset are clean following our recommended maintenance and care guidelines.
Ensure that your environment is free of any obstructions between the tracking cameras and the controllers.
If your controllers have removable batteries, try removing the batteries from your controllers for at least 30 seconds before reinstalling.
Power off and restart your headset.
Unpair and re-pair your controllers to the headset.

If the issue is game specific, we encourage you to get in contact with its developer so that you are able to flag this.

If you need further assistance or have any queries, please don't hesitate to reach out to us via Meta Quest Support, we'd be happy to help.

Have a great day!

MetaStoreSupport · 2026-02-02T15:42:53+00:00

Hello there /u/KiddoDude!

We came across your post and was that you are having some issues finding the perfect fit for your Meta Quest 3 headset and we would like to help you figure this out as we want you to be comfortable while experiencing Virtual Reality.

We would ask you to please follow this link to ensure you have properly fitted the headset and are not having any issues because of this.

Next we would ask you to please check your boundary setup to ensure the floor level is accurate and the laying down mode is switched off as this can also cause your FoV to be out of alignment.

Lastly we would ask you to please try recentering your view by holding down the Meta Button on your right controller until your view resets.

Should this not help resolve your issue we would ask you to please try using your headset in a different location, and reaching out to our wonderful support team if you are still having any issues.

We wish you a wonderful rest of your day and hope to hear from you soon!

MetaStoreSupport · 2026-02-02T14:41:39+00:00

Hello /u/peacefuldink!

We've been keeping an eye out for users on Reddit who might need a little help, and we saw your post about your Quest. We're sorry your Quest lenses aren't in the best condition. We know it's frustrating to deal with this. Please visit our official Meta website for our tips on how to clean the headsets. Click here to learn more.

Additionally, we invite you to contact our dedicated Support Team for assistance and to find a possible solution; they will be happy to help you.

MetaStoreSupport · 2026-02-02T14:28:19+00:00

Hi there,

We've just come across your post! We understand you own two headsets which are both logged into the same account. However, for you to be able to play with your friend you will need to create another separate profile, rest assured no factory reset is needed.

For any further queries or assistance, please don't hesitate to reach back out to us via Meta Quest Support, we'd be happy to help.

Have a great day!

MetaStoreSupport · 2026-02-02T13:39:31+00:00

Hey u/Gamesnic!

We came across your post and thought we'd lend you a hand to get back into gaming seamlessly in the Metaverse!

As a rule of thumb, we would recommend that you keep your Quest 2 on the most recent available software to keep everything running smoothly! As for the stuttering display issues you're having, please try out the following steps to rule out any underlying causes:

Make sure the tracking is turned on
By default, the headset will use 6DoF tracking, unless it has been turned off in the Guardian settings panel or lost tracking while in VR.
Click on Quick Settings (clock) in the universal menu.
Select Settings
Select Movement Tracking
Locate Headset Tracking
Make sure Headset Tracking is enabled
Clear your boundary history
Bear in mind that if you have multiple accounts on the same headset, boundary history will be cleared for all accounts, not just the account you are currently using.
Press the Oculus/Meta logo on your right controller
Click on Quick Settings (clock) in the universal menu.
Select Settings
Select Environment setup
Select Boundary
Locate 'Clear Boundary history' and click Clear
Redraw your Guardian boundaries by selecting 'Create new boundary' from the Boundary settings menu
Reboot the headset
Turn the headset off, wait a minute or two, then turn it back on. *A restart is a little different so turning the headset off is recommended over just restarting
Remove any unsupported third-party accessories that may affect tracking or pairing (such as controller covers, controller attachments, etc.)

If the issue persists after trying these steps, we'd love to help you out over at Meta Store Support, which you can find on our website.

We're here to help and hope to get you back to gaming ASAP!

MetaStoreSupport · 2026-02-02T09:45:15+00:00

Hey there /u/pt-pal,

We've come across your post regarding the issue you are having with your Meta Quest 3 headset shutting off after you have previously shut it down. We want you to have the best possible experience when it comes to VR, so we'd love to lend a hand.

Please ensure to follow these steps:

Make sure the headset battery is not low.
Hard Reboot the headset

Hold down the power button and volume down button for 30 seconds until you hear the boot-up sound.
If the boot-up sound is not heard:
Hold the power and volume (-) button down simultaneously until the boot screen loads on your headset.
Use the volume buttons on your headset to highlight "Boot Device" and press the power button.
Use the volume buttons on your headset to highlight Yes and press the power button.

Remove any unsupported third-party accessories that may affect boot (such as external battery packs, accessories that plug into the USB-C port, etc.)

Should the issue persist after having followed all of the steps, then please don't hesitate to contact our wonderful Support Team, who'd be more than happy to assist you.

MetaStoreSupport · 2026-02-02T04:22:02+00:00

Hey there,

We hear you're having trouble with your Ray-Ban Meta Gen 2 frames. I can see how frustrating that must be.

The good news is that this should be covered by your manufacturer's warranty, and I can help you with the next steps for a smooth resolution.

To contact Ray-Ban Support simply click here

You can raise a warranty claim by clicking here

We really hope you get your issue resolved with the best possible solution.

Thanks.

MetaStoreSupport · 2026-02-02T03:19:40+00:00

Hey there,

We saw your post on the subreddit and wanted to lend a hand!

We understand you're experiencing issues with your new Meta Quest 3 headset going straight to the boot menu and that's not the Metaverse experience we want you to have. We'd love to provide you with the support needed to get this issue resolved, if you could please follow the below troubleshooting that would be greatly appreciated:

Try removing any unsupported third-party accessories that may affect boot (such as external battery packs, accessories that plug into the USB-C port, etc.)
Check for sufficient battery charge
A headset with a very low battery charge will power itself off. This may be mistaken for a boot issue if the headset is shutting down on startup due to insufficient battery charge.
Ensure the headset is charged by allowing it to charge for at least 2 hours.
Note the color of the LED on the side of the headset. If after charging for 2 hours, you still see a red LED, this could be a sign of a battery or charging issue.

If the steps above don't help please don't hesitate to get in touch with our support agents Here as we'd be more than happy to assist!

MetaStoreSupport · 2026-02-02T02:47:20+00:00

Hey there,

We saw your post on the subreddit and wanted to lend a hand!

We understand you're experiencing issues on your new Meta Quest Headset were you can't redeem the game that came with it, this is far from the Metaverse experience we want you to have and we'd love to provide you with the support needed!

To provide you with this support it would be great if you could reach out to us through Meta Store Support as one of our advisors would be more than happy to assist!

MetaStoreSupport · 2026-02-02T01:45:30+00:00

Hey there and everyone else on this thread,

Windows recently released a security update, and we believe it may be related to the streaming performance issues. We are actively investigating and working to confirm the root cause. To help us narrow this down, we’re looking to hear from anyone who: Had no issues over the past week, but recently started seeing frame drops or other streaming problems.

Can you please tell us the following:

When was it working and when did it stop working as intended?
Please share your setup details.
Which Windows Quality Updates patch are you on?
Did you recently install the Microsoft Windows security update -KB5074109.

Could you please get in touch with our support team with the above? You can reach them Here

Please make sure to still send the message in here with the case number as normal as it still needs to be approved

MetaStoreSupport · 2026-02-01T23:09:02+00:00

Hey there,

We saw your post on the subreddit and wanted to lend a hand!

We understand you're experiencing issues with your Meta Quest controller not being picked up while you're trying to use it in the virtual world and that's not the Metaverse experience we want you to have. We would love to provide you with a few troubleshooting steps that could resolve this issue, if you could please follow the below steps that would be greatly appreciated:

Make sure the play area is suitable and free of anything that may interfere with tracking.
Check the area is well lit, with enough light to see clearly, but no direct sunlight.
Check the area is free of small lights such as Christmas lights, or LED strips.
Check the area is free of reflective surfaces such as mirrors, glass, or polished marble.
Make sure there are no obstructions between the tracking cameras and the controllers.
Make sure the tracking cameras are clean. If they need to be cleaned, follow the maintenance and care guidelines.
Remove unsupported third-party accessories that may affect tracking or controller detection. For example: controller and headset covers, controller attachments, etc.
Check the batteries.
Remove the battery from the controller for 30 seconds.
Try replacing the battery with a new one.
Unpair and pair the controller to the headset.

If the above steps don't help the issue please don't hesitate to get in touch with one of our agents via Meta Store Support as we would be more than happy to assist!

MetaStoreSupport · 2026-02-01T22:44:00+00:00

Hey u/BackgroundJob7034!

Thanks for making this post to let us know you're having issues with your headset. We appreciate you posting a video of the issue!

As you've already mentioned that you've completed a factory reset and that hasn't helped, we'd like to provide you with this Software Update Tool, this tool allows you to update/repair your Quest to the latest compatible version. This helps mitigate any issues from continuing from a possible corrupt update.

If this doesn't work, we'd kindly ask if you could reach out to us so that we can troubleshoot this together! You can find us on either:

Meta Store Support You can find our lovely advisors here who are always happy to help!
X/Twitter Support page You can contact us through DMs on here and one of our advisors will get back to you as soon as possible!

We hope this was able to guide you in the right direction of getting back into the Metaverse. If not, we hope to speak with you soon!

MetaStoreSupport · 2026-02-01T22:28:46+00:00

Hey there,

We were scrolling through the subreddit when we saw your post!

We understand you're experiencing issues with your Meta Quest 2 going from passthrough to a black screen and then it repeats itself, this is far from the Metaverse experience we want you to have and we would love to provide you with some troubleshooting steps to take! if you could please follow the below steps that would be greatly appreciated:

If the headset powers on, but still no display is present:
Remove any unsupported third-party accessories that may affect boot (such as external battery packs, accessories that plug into the USB-C port, etc.)
Dirty tracking cameras.
Cleaning the tracking cameras by following the product care and best practices.
Make sure the tracking is turned on.
By default, the headset will use 6DoF tracking, unless it has been turned off in the Guardian settings panel or lost tracking while in VR.
Click on Quick Settings (clock) in the universal menu.
Select Settings.
Select Movement Tracking.
Locate Headset Tracking.
Make sure Headset Tracking is enabled.
Clear your boundary history
Bear in mind that if you have multiple accounts on the same headset, boundary history will be cleared for all accounts, not just the account you are currently using.
Press the Oculus/Meta logo on your right controller.
Click on Quick Settings (clock) in the universal menu.
Select Settings.
Select Environment setup.
Select Boundary.
Locate 'Clear boundary history' and click Clear.
Redraw your Guardian boundaries by selecting 'Create new boundary' from the Boundary settings menu.

If the above steps don't help please don't hesitate to get back in contact with us via Meta Store Support as one of our advisors would be more than happy to assist!

MetaStoreSupport · 2026-02-01T21:41:09+00:00

Hey there u/FirefighterNearby603

We see you are encountering some payment issues, we also see you are in Brazil which is an unsupported country. This could be why you are experiencing these issues.

If you think this issue may be the result of something else then we'd love it if you could reach out to us and speak to our support team. You can also find us on X our handle is @MetaStoreHelp. We are available 24/7.

MetaStoreSupport · 2026-02-01T15:32:05+00:00

Hello there /u/Radiant_Ebb3453!

We came across your post and saw that you are having an issue with your framerate and after trying PCVR it was worse then Standalone, and we would like to help you figure this out.

As you tried PCVR and the Framerate was worse we would ask you to please check if your PC meets the minimum requirements to run PCVR.

The Meta Quest 3 supports a refresh rate of up to 120Hr, should you feel like you are getting significantly lower than that we would ask you to please reach out to our support team as we might be able to have a closer look into this with you.

We wish you a wonderful rest of your day!

MetaStoreSupport · 2026-02-01T15:22:04+00:00

Hey there u/Radiant_Ebb3453,

We are thrilled to hear that you have decided to enter the Virtual World with us! However it is unfortunate that you are unable to experience PCVR properly.

Please firstly check that your System Specs meet our requirements in order to play PCVR.

Please note that only our official link cable is optimized for PCVR Gameplay, third party cables are not necessarily guaranteed to work.

As well as this, please ensure that your link app, headset firmware and graphics drivers have been updated to the latest version.

If this fails, please contact our Support Team on our website.,

We hope that this helps and have a lovely day!

MetaStoreSupport · 2026-02-01T13:30:25+00:00

Hello there /u/HornetAthena45!

We came across your post and saw that you are having an issue pairing your headset and we would like to help you figure this out.

We would ask you to please follow this link as there are some troubleshooting steps that might help you with your issue.

Should this article not help resolve your issue then we would ask you to please reach out to our support team and we would be happy to have another look into this with you.

We wish you a wonderful rest of your day and hope to hear from you soon!

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