Customer Support Update for Quest 2 Foam Interface

Oculus Blog
December 22, 2020

Update July 27, 2021: Today, we’re introducing a new silicone cover for all customers globally, including as part of a joint voluntary recall of the Quest 2 removable foam facial interface with the U.S. Consumer Product Safety Commission (CPSC) and Health Canada. In addition, we’ve been communicating with global regulators and are taking the extra step of temporarily pausing sales of Quest 2 globally while we work to include the new silicone covers in all Quest 2 packages. The new silicone cover fits over the Quest 2 removable foam facial interface and starting on August 24, all Quest 2 headsets will come with a silicone cover included in every box. For more information, please visit the Oculus blog.

Update April 15, 2021: After conducting a comprehensive investigation into this issue, we did not find any contamination or unexpected substances in our manufacturing process. We identified a few trace substances that are normally present in the manufacturing process which could contribute to skin discomfort, and while these were already at levels below the industry standard, out of an abundance of caution we changed our process to reduce them even further. We’ve confirmed with expert dermatologists and toxicologists that these levels are considered extremely low. While this issue has only been reported by a very small percentage of Quest 2 users, with these changes, we believe that users are even less likely to experience irritation resulting from any substances in the foam facial interface. We encourage any customer who experiences irritation from using Quest 2 to contact Oculus Support for a facial interface replacement.

We’ve received reports of skin irritation from about 0.01% of people using Quest 2, occurring where the foam portion of the Quest 2 headset rests on their face. While the vast majority of cases are mild and cases should resolve on their own, this doesn’t meet our high standards for customer experience. We’re investigating these reports and working with experts in dermatology and toxicology to better understand the nature of the irritation. These experts have advised us that this irritation is not an allergic reaction, nor is it a serious medical condition and it should go away by itself. However, we’re sharing more information about it out of an abundance of caution.

Common headgear like motorcycle helmets, ski goggles, glasses, or VR headsets can cause occasional skin irritation. Irritation may be caused by substances introduced during the manufacturing process or reactions between materials in the headset and cosmetics or skincare products. As part of our investigation, we’re looking at any potential causes, and we’ve already made changes to the Quest 2 manufacturing process, which we believe addresses the reported effects. We’re confirming the effectiveness of these changes now.

Customers who have experienced skin irritation (ranging from redness or bumps to swelling) where the Quest 2 foam interface rested on their face, should visit Oculus Support. This irritation is different from the normal pressure marks people sometimes experience after a VR session. We are in the process of developing a program for customers, which will provide a replacement facial interface for anyone affected. We’ll update our website when that program is live.