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Can't access my Meta Quest 3 standalone library

uftar
Explorer

I've had my new Meta Quest 3 for two. I expected a significant qualitative leap from my Quest 1 but my experience has been quite bad. When pairing the device with my account, everything seemed to be going well until, in the end, I found my library empty, without access to any applications, not even the pre-installed ones. The headset seems to work perfectly at the hardware level and I have been able to pair it without problem with a different account and having access to the programs. But in my personal account it only works connected to a PC, both with cable and with Air Link. However, stand-alone applications are not accessible in the headset nor can they be managed from the mobile application or the browser. I opened a ticket two weeks ago and did not receive a response in ten days. I connected via WhatsApp with support and, although they responded to me a couple of times, they have not done anything nor have they contacted me again to give me information. Today I tried to contact them again and no one has answered me, which makes me feel extremely disappointed and irritated. I have disconnected and reconnected the viewer to the application, I have closed and opened the application, I have deleted the data by doing a Factory reset and connecting again, but the bug is still there. I know it's a problem with my account configuration but no one can give me a solution. I have considered returning the device and changing it for another one (and maybe I will) although I am not sure if it will serve any purpose. Any ideas what else I can do or what could be causing it? Thanks in advance for any helpful comments

1 ACCEPTED SOLUTION

Accepted Solutions

uftar
Explorer

Finally got my Quest 3 working thanks to messages from other customers with similar problem. Support has been both frustrating and irritanting, mostly useless. My problem was some of my meta account was from my Facebook account and had to be changed. Thanks, anyway, for your kind words, but I think 3 weeks were time enough to solve this issue

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12 REPLIES 12

MetaQuestSupport
Community Manager
Community Manager

Hey @uftar,

 

We are truly sorry for the lack of support that you have been shown, especially with such a major issue. If you could send us a private message we can take a look into your account and we can go from there.  To access your account, we'll need the following in that private message:

 

  • Username/alias on your Meta Quest account
  • Full name on your Meta Quest account
  • Email on your Meta Quest account

Can you also let us know if you have any other emails that might have been associated with your Meta account.  We look forward to resolving this for you asap.

 

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

Thanks a lot. Message sent

uftar
Explorer

So so angry. I did what you told me to do and now I have no access to my standalone apps not only in Quest 3 but also I've lost my library on Quest 1 and Oculus Go. And you tell me that my best option is to replace the device? Now I have three devices that don't work. Please, I really need your help, usefull help.

uftar
Explorer

I need real help and Support is missing. I feel they don't even tried to repair my account

uftar
Explorer

Finally got my Quest 3 working thanks to messages from other customers with similar problem. Support has been both frustrating and irritanting, mostly useless. My problem was some of my meta account was from my Facebook account and had to be changed. Thanks, anyway, for your kind words, but I think 3 weeks were time enough to solve this issue

I have a similar problem.  I originally had an Oculus account that was migrated to Facebook and then Meta.  What did you do specifically to fix this problem?

Hello there, @hollywoodhammer! We are sorry to learn that you and other individuals are experiencing such problems. We would be delighted to hear more specifics about this and would love the chance to investigate your account further. We do want you to know that we take the security and privacy of our users very seriously, so please send us a PM! Select our name to get to our profile page, or click here. 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!

I had to factory reset and changed email and facebook account from Meta app (Horizon profile on PC browser), I introduced just my Oculus email and I got my library back after another factory reset. Unfortunately, I followed Meta Support advice to factory reset my Quest 1 too and I lost access to my library and I haven't recovered my apps on Quest 1. I found the information on Meta's forum, not from support. Wish it helps you. Good luck!

hollywoodhammer
Explorer

Thank you for your help.  I have unlinked my Facebook and Instagram accounts from my meta one.  I have also changed my email from my meta account to be different than my Facebook email.  Then I logged out of the Meta quest app and relogged into it with my new Meta email. Is this the same steps that you were mentioning?

Was a factory reset necessary to get it to work as I'm afraid I won't be able to access my current apps on the headset if it doesn't work?

My problem is I add new apps to my Quest 3 and it doesn't show in the headset.  Sometimes it randomly appears after several days but it has been over a week for me now.

I think it's related either to my account configuration or my large library size which is over 1,800 apps.  I feel that your problem was very similar to mine, so I'm hoping for any guidance I can get.  As we know support can be kinda clueless at times.