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Thoralf
Participant
September 16, 2025
Question

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

15 replies

MetaStoreHelp
MetaStoreHelp
Community Manager
September 16, 2025

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!

If you're the author of a thread, remember to mark a reply as the Accepted Solution to help others find answers!
MetaStoreHelp
MetaStoreHelp
Community Manager
September 16, 2025

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.

If you're the author of a thread, remember to mark a reply as the Accepted Solution to help others find answers!
ThoralfAuthor
Participant
September 16, 2025

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. 

ThoralfAuthor
Participant
September 20, 2025

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
Choleni
Honored Contributor
September 20, 2025

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

    ThoralfAuthor
    Participant
    September 23, 2025

    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
    Choleni
    Honored Contributor
    September 23, 2025

    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.🙁

    ThoralfAuthor
    Participant
    September 23, 2025

    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.

      Sammi2112
      Participant
      September 24, 2025

      Boycotting this company forever

      Maccyb123
      Honored Contributor
      September 24, 2025

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

      Maccyb
      ThoralfAuthor
      Participant
      November 18, 2025

      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
        Honored Contributor
        November 18, 2025

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

        Maccyb
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