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CaptainHaddock
CaptainHaddock
Inspiring
August 12, 2026
Solved

Unable to add secondary profiles, enable App Sharing, or contact Meta Support : Quest 3

  • August 12, 2026
  • 5 replies
  • 167 views

Hi everyone,

I’m experiencing multiple issues with my Meta Quest 3 , and I’m wondering if anyone has seen this before.

 

1. Issue on the Quest headset

The headset is functioning normally with the primary account, but I’m unable to use any multi-user features.

  • The primary account works correctly.
  • Purchased apps are accessible.
  • The headset is paired with the Meta Horizon app.
  • Software is up to date (v2.6).

However:

  • I cannot add a secondary profile.
  • Trying to add a profile results in:

Something went wrong
There was a problem sending the invite. Please try again later.

  • I also cannot enable App Sharing.

When I try to enable it, I receive:

Couldn’t share apps
Something went wrong and we weren’t able to share your apps. Please try again later.

 

2. Issue in the Meta Horizon app

The primary account is properly connected to the Meta Horizon app.

  • The Devices section correctly shows my Quest 3.
  • The headset serial number is displayed correctly.
  • The headset status appears normal.

However, when I open the new Manage Profiles option in the app, it immediately fails with the following error:

GraphQLError: GraphQL operation responded with error 1675012:

There was a problem with this request. Try again later.

Operation:

OCDeviceProfilesManagerSurfaceQuery

Device ID must be specified explicitly

 

3. Issue while contacting Meta Support

When I try to contact Meta Support through the official support website, the site cannot find any devices associated with my account.

Since my headset was purchased from a retail store (not directly from Meta), I was asked to manually enter the headset serial number.

After entering the serial number, the website displays:

Support isn’t available for this device.

This is confusing because the Meta Horizon app correctly detects and displays the headset under my account, including its serial number.

 

Has anyone experienced this combination of issues, or does this point to a backend/device registration problem?

Any suggestions would be greatly appreciated. Thank you!

    Best answer by CaptainHaddock

    My issue got resolved by itself today! 🎉

    I still have a feeling that something may have been done at the backend by Meta Support, perhaps my device serial number was whitelisted or added to their system.

    Since I wasn’t able to reach Meta Support directly, I kept explaining the issue to the AI bot today out of sheer frustration. 😄 The AI bot couldn’t actually solve the problem, but when I turned on the headset and tried enabling App Sharing, it suddenly worked, and, surprisingly, all the related issues were resolved!

    Whatever happened behind the scenes, I’m just happy that everything is finally working. 😂

    Cheers to Meta, and cheers to the support team! 🥂

    5 replies

    Choleni
    Choleni
    Honored Contributor
    August 12, 2026

    Hi Captain.Haddock​ 🙂

    After entering the serial number, the website displays:

    Support isn’t available for this device.

    Probably because you've put in the wrong serial number. You don't need the one from the headset arm or which is shown in the app. You need the one from the box which is foe the entire set - headset, right controller, left controller. It can also be found here.

    https://www.meta.com/my/devices/

    Or contact Meta support via email, chat or WhatsApp HERE - no serial number needed.🙃

     

      CaptainHaddock
      CaptainHaddockAuthor
      Inspiring
      August 14, 2026

      Hi Choleni​ 

      Thank you for your suggestion.

      1. I'm not not entering wrong serial number. How to locate serial number is mentioned here by meta and I was following the same. And in case the serial number is incorrect, then a separate error is shown which says "No device found. Check the info that you've entered and try again". Hence, the serial number which I'm using seems to be the correct one.
      2. I'm still not sure how you have mentioned that no serial number is needed to contact Meta support. The link which you have provided (which I was already using) shows below screen. 

      Here: 

                       a) "Log in to another account" option is shown because meta can't locate my device and wants to me log in to another account. I already clarified the reason behind it on my original post.

                       b) "Verify with another method" option takes you to the serial number screen which I clarified in pt #1.

                        c) "I do not own a device" option takes you to the whatsapp option, but it is nowhere related to support. It is only FAQ. Meta support will not be engaged if you do not own a device.

      Choleni
      Choleni
      Honored Contributor
      August 14, 2026

      There are 2 pages where you can find a serial number. the one from your link(from the Meta help page) leads you to the serial number which is also shown on the headset arm.

      Try the serial number from the link below, it shows the serial number from the box which is the one Meta wants you to put in.

      Don't ask me, why the help page does not lead you to this one.🤪

      https://www.meta.com/my/devices/

      I'm still not sure how you have mentioned that no serial number is needed to contact Meta support. 

      My apoligizes, it used to be like that... I wasn't aware that this is no longer the case, when I wrote my reply.

      I'm truely sorry about that.🙁

      I hope, Meta gives us a working link that we share soon, so people are not completely lost, when their devices are for whatever reason are not connected to their accounts.

       

        CaptainHaddock
        CaptainHaddockAuthorAnswer
        Inspiring
        August 25, 2026

        My issue got resolved by itself today! 🎉

        I still have a feeling that something may have been done at the backend by Meta Support, perhaps my device serial number was whitelisted or added to their system.

        Since I wasn’t able to reach Meta Support directly, I kept explaining the issue to the AI bot today out of sheer frustration. 😄 The AI bot couldn’t actually solve the problem, but when I turned on the headset and tried enabling App Sharing, it suddenly worked, and, surprisingly, all the related issues were resolved!

        Whatever happened behind the scenes, I’m just happy that everything is finally working. 😂

        Cheers to Meta, and cheers to the support team! 🥂

          Choleni
          Choleni
          Honored Contributor
          August 25, 2026

          Glad you got it resolved. 👍

          I love when things fixing itself.😂

          Just in case you ever need a direct support contact, for now this one should work  - might be change again in the future.

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