Forum Discussion

Dylski03's avatar
Dylski03
Honored Guest
4 months ago

quest 3 doesnt show up on devices list

Hey everyone,

I just bought a Quest 3 from Best Buy a few days ago and set it up through the Meta Quest phone app. Everything works fine on the headset itself, but I’m running into two issues:

The Batman game promo that was supposed to come with the headset never appeared in my library or “Purchased” section.

When I log into my Meta account on my computer, it says I don’t have any devices added. If I try to add my Quest 3 manually with the serial number, it tells me there’s no device with that serial number.

I’m 100% sure the serial number is correct (I even double-checked O’s vs 0’s). The headset is definitely authentic since I bought it sealed from Best Buy, and it works fine for playing games.

The problem is when I try to contact Quest support, it blocks me because my account supposedly has “no devices.” Even though I am logged in on my phone app, support still won’t let me proceed.

Has anyone run into this before? How do I get my Quest 3 properly tied to my Meta account so I can claim the Batman promo and actually contact support?

Any help or advice would be greatly appreciated.

Meta Quest 3
Pairing
problem

19 Replies

  • MetaStoreHelp's avatar
    MetaStoreHelp
    Community Manager
    4 months ago

    Hey there,

     

    We saw your post and wanted to lend a hand.

     

    Buying a new Meta Quest has to be the best feeling but having an issue with it isn't ideal and that's not how we want our customers to experience the Metaverse, so if you could get in contact with us through PMs that would be perfect so we can gather some information to provide you with a tailored solution! Please select our name to get to our profile page, or click here: https://metaque.st/CommunitySupport.

     

    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

    Just so you know... I have exactly the same issues.
    No help until now.

    https://communityforums.atmeta.com/discussions/OtherTroubleshooting/meta-quest-3-not-connected-to-horizon-account---so-i-cant-use-support---what-to-/1344578

    And I would also like to use the Batman promo after I can create a ticket at the normal support page.

    • MetaStoreHelp's avatar
      MetaStoreHelp
      Community Manager
      4 months ago

      Hello Thoralf !

      We understand how important it is for your new Quest 3 to be properly linked to your Meta account, especially when you're looking forward to enjoying the Batman promo and accessing support with ease.

      In this case, please send us a private message so we can look into it closer with you. Please select our name to get to our profile page, or click here: https://metaque.st/CommunitySupport. 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.

      See you soon!

  • Jinxthepuppy's avatar
    Jinxthepuppy
    Honored Guest
    2 months ago

    I’m having this issue only with having to do with warranty! I can’t even get ahold of anyone to help with this! We need help. It says we don’t have our device on our account and only our old device and I just bought a new device over the summer. Someone please help.

  • Azger's avatar
    Azger
    Honored Guest
    2 months ago

    Same issue app has my quest 3s and my old 2 is removed. Website shows only my 2 but not my new 3s. I'm trying to install an old game that came with my 1 from way back in the day that I can find from the web that says it's installing but it has the wrong headset....

    • Choleni's avatar
      Choleni
      MVP
      2 months ago

      Perhaps you've accidentally created a new account for your Quest 3s?

      I provided links in another post in this thread to contact support.

      Maybe reach out to them so that they can look into that.

       

       

  • Nickca67's avatar
    Nickca67
    Honored Guest
    2 months ago

    I’m having the exact problem but my game was supposed to be walking dead 

  • ODATwifey's avatar
    ODATwifey
    Explorer
    1 month ago

    I am Having the same issue with the 3S we purchased on Amazon. We received the game but not the cardboard hero bundle that was supposed to come with it or the 3 month subscription and haven’t gotten any notifications or emails or anything to claim it like we were supposed to. I sent a message to support but no response yet. It’s available right now in the store so I’m hoping they can provide some help because my son was really looking forward to getting the skin and it was the whole reason we purchased from Amazon specifically and then we don’t even get what we were supposed to get so it’s a little frustrating. 

      • ODATwifey's avatar
        ODATwifey
        Explorer
        1 month ago

        No! Let me try this! My son was SO upset! I told him he would get it once we got it on and everything and then it never showed up and then when I went onto support it said there was no devices so I was lost!

    • steve_40's avatar
      steve_40
      Expert Consultant
      1 month ago

      About the 3-month subscription to Horizon+, it should have popped up a message on the Meta Horizon+ app on your phone when you were setting up your headset. Check the notifications in your app. If you go into the Store app on the headset and click the Horizon+ tab, it should say somewhere that you can get a 3-month free trial?

      About the Cardboard Hero bundle, isn't that promotion done through Amazon Prime, not Meta? The offer expired:

      To receive offer item, Qualifying Product must be first activated between 1 July 2025 (12:00 am PST) – 30 September 2025 (11:59 pm PST) (“Activation”). 

      Offer item must be redeemed by 30 September 2025 (11:59 pm PST).

      • Choleni's avatar
        Choleni
        MVP
        1 month ago

        steve_40​ 

         

        steve_40 wrote:

        About the Cardboard Hero bundle, isn't that promotion done through Amazon Prime, not Meta? The offer expired:

        Not in Germany😁 and it has nothing to do with prime....it's a Meta thing.

        Gorilla Tag Offer: Angebot gültig beim Kauf einer Meta Quest 3S (128 GB) („Aktionsprodukt“) zwischen dem 1. Juli 2025 (12:00 Uhr PST) und dem 31. Dezember 2025 (23:59 Uhr PST). Nur auf www.amazon.com und solange der Vorrat reicht. Meta-Konto („Konto“) erforderlich. Um den Angebotsartikel zu erhalten, muss das Aktionsprodukt zuerst zwischen dem 1. Juli 2025 (12:00 Uhr PST) und dem 31. Dezember 2025 (23:59 Uhr PST) aktiviert werden („Aktivierung“). Nach der Aktivierung erhalten Sie eine Benachrichtigung per E-Mail, in Ihrer mobilen App und in VR mit einem Link zur Einlösung Ihres Angebotsartikels im Meta Horizon Store. Im Rahmen dieses Angebots werden keine Gutscheincodes vergeben. Der Angebotsartikel muss vor dem 31. Dezember 2025 (23:59 Uhr PST) eingelöst werden.

  • ODATwifey's avatar
    ODATwifey
    Explorer
    1 month ago

    Yes the one in the US expires January 4, 2026. The 3 month subscription didn’t pop up either. We literally got no notifications the entire time we did the setup or after. Even now there are no notifications for it even from when we set it up :( 

    Choleni​ thank you so much! The bundle is the main thing we wanted so the 3 month subscription isn’t a huge deal. I messaged support so fingers crossed it gets sorted out!