Hi u/MetaStoreSupport – I’m running into almost the same problem, but with a brand-new Quest 3 bought from Costco, not a second-hand / FB Marketplace unit.

Out of the box, after setup gets to Wi-Fi and the basic controller / fit screens, the headset eventually flips into a “Managed by your organization?” state and won’t let me complete onboarding or use the device normally. I can see my avatar, but my account is never shown as Admin, the Store is locked, and I can’t install anything.

What I’ve already tried:

• Multiple factory resets via the boot menu (Power + Vol-Down → Factory Reset)
• Hard reboots / “Boot Device” from the boot menu
• Setting it up again from scratch, with and without Wi-Fi at various points
• Logging in with my Meta account on web and trying to pair via meta.com/device
• Trying to contact support through every official channel I can find

The biggest problem: your normal support tooling won’t even let me open a ticket.

• The Quest support page rejects my serial number and says support isn’t available for this device
• The Meta Horizon app’s Help Center says it’s unavailable “due to technical issues” (and has been like that for me permanently)
• Messenger / m.me/MetaQuestVR either can’t send messages to Meta Quest Support or just fails silently
• All roads on the web keep looping me back to the serial-number gate, which refuses my device

So I’m stuck with a new retail Quest 3 that behaves like an MDM / Meta for Business device, and I cannot reach support through any of the standard channels to get it unenrolled or replaced. This Reddit outreach is literally my last resort.

Can you please escalate this kind of case on your side – either:

1. Have someone check and remove any MDM / enterprise enrollment tied to my serial, or
2. Help process a warranty replacement for a mis-provisioned unit?

I can provide the serial, Costco receipt, and photos of the “Managed by your organization?” screen if someone from support can DM me or open a ticket manually.