New Participant

Question

quest 3 doesnt show up on devices list

19 replies
943 views

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.

MetaStoreHelp

Community Manager

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.

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

T

Thoralf

Participant

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

Community Manager

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!

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

J

Jinxthepuppy

New Participant

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.

Choleni

Honored Contributor

Hi Jinxthepuppy 🙂

You can contact support via email, chat or WhatsApp here:

Get Support

or by sending a PM MetaStoreHelp here in the forum.

Click on their name, then click the "message" button.

A

Azger

New Participant

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

Honored Contributor

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.

N

Nickca67

New Participant

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

Choleni

Honored Contributor

Hi Nickca67 🙂

Reach out to support, they'll help you to get the game.

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

Get Support

About your device that doesn't appear on page....it sometimes takes a few days after activating the Quest for shown up there.

But you should see it here:

https://auth.meta.com/settings/my/devices/

O

ODATwifey

New Participant

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.

Choleni

Honored Contributor

Hi ODATwifey 🙂

Have you tried to redeem it following those steps?

How to redeem an app, game or subscription promotion with the purchase of a new Meta Quest headset

O

ODATwifey

New Participant

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!

O

ODATwifey

New Participant

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!

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