Forum Discussion

Thoralf's avatar
Thoralf
Explorer
4 months ago

Meta Quest 3 not connected to Horizon Account - so I cant use Support - what to do?

Hi there,

I registered my Meta Quest 3 at 9th of September to my Meta Account.
Until now it is NOT visible at https://www.meta.com/my/devices/ .
This is very bad, as you cant use the Support and ask them about it und also you cant get help on other issues.

I am wondering because at https://auth.meta.com/settings/my/devices/ it is registered and visible (even with the serial number) on the same account.
I also bought already two apps in the Meta Horizon store.

For me it is a very annoying situation because I don't know how to get help.

Someone has an idea what I can do about that?

Thanks for your help in advance
Thoralf

account
Help!
Meta Quest 3

15 Replies

  • MetaStoreHelp's avatar
    MetaStoreHelp
    Community Manager
    4 months ago

    Hey Thoralf, thank you for your post!

     

    We understand the concerns with your registered headset, as well as your access to our Support Channels, and we're happy to help!

     

    First of all, once your headset is registered, it can take a few days to register, but it will appear for you soon so please keep an eye out for now. However, regarding Support, we realise it's concerning for you, however, if there's anything at all we can help with, feel free to PM us here and we can take a look.

     

    All the best!

    • MetaStoreHelp's avatar
      MetaStoreHelp
      Community Manager
      4 months ago

      You're correct that this shouldn't have taken as long as it has so far, which we understand is really not ideal, and we'd like to take a look if there's anything we can help with.

       

      For us to help, slease select our name to get to our profile page, or click here, and next, click "Send a Message" to privately message us! Please remember, you must be signed into the community first to send us a private message.

  • Thoralf's avatar
    Thoralf
    Explorer
    4 months ago

    Thanks for the fast reply. 

    But I don't understand why this takes more then a week. This should normally take seconds or milliseconds even. 

    If this can't be fixed then there should be an easier way to open a support ticket without a device registered. I mean issues occur at the start with new technology with higher odds then later. 

    For me... if my device is registered automatically shortly I will take the normal support way. But this takes so much time that I was not sure whether this is normal. 

  • Thoralf's avatar
    Thoralf
    Explorer
    4 months ago

    I sent this account a private message four days ago and asked again two days later. 

    No help until now. 

    VR Device two weeks after registration not on the support site visible. 

    Thats pretty sad and not professional. 

    • Choleni's avatar
      Choleni
      MVP
      4 months ago

      Hi Thoralf​ 🙂

      I saw posts from MetaStoreHelp​ In the past days, saying they aren't able to reply to PMs.

      Something is going wrong with the message system on forum, currently. I'm having issues with that too.

      I don't know, if this is a temporary situation, but maybe it's better you go directly to support.😉

      You can do that via email, chat or WhatsApp here:

      Get Support

    • MetaStoreHelp's avatar
      MetaStoreHelp
      Community Manager
      4 months ago

      Hey there Thoralf

       

      Thank you so much for bringing this to our attention. We would love to assist you with this! 

       

      We understand that it can be concerning that your device doesn't show up as registered on our website or when you're trying to log in using your device serial number. At this time, we would like for you to send us a private message to help you with this query. Select our name to get to our profile page, or click here: https://metaque.st/CommunitySupport. Next, click "Send a Message". Please remember, you must be signed into the community first to send us a private message. 

       

      Hear from you soon!

  • Thoralf's avatar
    Thoralf
    Explorer
    4 months ago

    I already sent two messages to the Support Account... no answer.
    I already wrote this before.

    Login with the device serial number is not working. I already tried it before I opened this thread. Tried it now again, not working with this message:

    "Wir konnten kein Gerät finden, das mit den Verifizierungsinformationen übereinstimmt. Bitte versuche es noch einmal."
    It is in German... in English it should be like this:
    We couldn't find a device that matches the verification information. Please try again.

    I will now write the third PM... maybe this time I will get an answer...

     

    • Choleni's avatar
      Choleni
      MVP
      4 months ago

      Thoralf​  du sagtest, du hast bereits zwei PMs an den Support hier im Forum geschrieben.....

      Ich hebe dir in meinem anderen Post einen Link gegeben, mit dem du den Support direkt kontaktieren kannst. Vielleicht versuchst du das einmal.

      Aus irgendeinem Grund scheinen die PMs momentan nicht bei MetaStoreHelp​ anzukommen. Andere Forum Benutzer haben leider das gleiche Problem.🙁

      • Thoralf's avatar
        Thoralf
        Explorer
        4 months ago

        Ja, ich hatte das gelesen, aber ignoriert, da ja ein paar Tage vergangen sind und ich davon ausgehe, dass mir diese Info der Support selbst geben sollte.

        Vielen Dank aber auf jeden Fall für die Hilfe und den Link.

    • Maccyb123's avatar
      Maccyb123
      Expert Trustee
      4 months ago

      I'm just seeing all your posts coming one after the other. You are trolling at this point.

  • Thoralf's avatar
    Thoralf
    Explorer
    2 months ago

    Just to post the end of the story.

    My problem is now fixed.
    Took the support just 2,5 months.

    It got fixed, after I opened a support ticket here (like Choleni told me):


    https://www.meta.com/en-gb/help/support/?g1=5960237440706837&g2=26500769372871399&g3=none&et=none&sg=skip

     

    • Maccyb123's avatar
      Maccyb123
      Expert Trustee
      2 months ago

      Glad you got it fixed in the end! 👍👍👍👍

    • Choleni's avatar
      Choleni
      MVP
      2 months ago

      Wow.....that took a while, but I'm happy you got it finally resolved.👍🙂