Troubleshooting

Hi all — hoping someone here can help or has seen this. I bought the Ray-Ban Meta Wayfarer Gen 3 (RW4011, Matte Black, Transitions Green) on October 7, 2026. The glasses pair and work fine in the Meta AI app — camera, calls, and music all good, and Meta AI voice works on the glasses. The problem is the Muse app: under Settings > Devices it only lists my iPhone and says it can't load devices, and there's no option to use Muse voice with the glasses. Meta AI + Muse + Instagram/Facebook/Threads are all under one Meta account in Accounts Center, so it's not an account mismatch — the Muse entitlement just doesn't seem to have been pushed to my account. I've already tried Meta Store Support and Ray-Ban Customer Care (case CRM 080103276) — both said they can't push entitlements. Escalations went in on Oct 7 and Oct 8 with no resolution yet. Has anyone with the Gen 3 gotten Muse voice working, and if so, how did the entitlement get activated? Any help appreciated. — JohnnyMuse

Meta Ray-Ban Display, Oct 17 2026. While driving I told Meta AI "do not touch the music anymore" — I use one specific Amazon Music playlist in the car (I have ADHD; the familiar playlist keeps me calm and focused). Meta AI later resumed a different playlist after I asked it to replay, then opened a NEW Amazon Music playlist instead of the app I asked for — while I was driving. Nearly caused an accident. Expected: never switch music source/playlist without explicit approval, especially after being told not to. An "open app" request should never trigger music playback. Request: treat driving-context voice misinterpretation as safety-critical, and add a music-source lock. Full details already filed via the in-app bug report under Display 00BJ.

Hi.My Muse was unexpectedly disconnected. I have been using my account normally with no unusual operations. I was suddenly disconnected, which surprises me. I am not a bot. I completed facial verification a few days ago. There is very important data inside my account. Please help restore my Muse connection, I really need it. Thank you.I already submitted a support ticket through the Muse app, but I have not received any email response yet. This appears to affect many users. Please review my case and help restore the association between my Meta account and Muse. 

Since 29 Sept my Muse shows "Muse is disconnected - We disconnected Muse to protect your information. Submit a feedback ticket to reconnect." The ticket form fails every time with "Something went wrong" (the request returns 403), on desktop, incognito and on my phone over mobile data. The trigger was a Meta Account security lock after I renamed my business Instagram. I've completed account recovery and Security Checkup is now clean. I pay for Muse Power and Muse Code High Usage, and my business is set up on Muse, so this is urgent. I've filed an in-app report: Bug ID ***.

I recently got the paid version of muse and have been using it like crazy. But I woke up this morning and nothing I do will get it to work or connect. I tried uninstalling and reinstalls but nothing's a fix. My wife's is working fine tho.

Hi, I need help with one of my Muse accounts.One of my Muse accounts has been stuck on "Connecting..." indefinitelyon the web app (muse.ai). My other account works fine on the samecomputer and network, so this looks account-specific.What I've tried: incognito window, clearing site data and cache formuse.ai, disabling extensions, and reloading multiple times.Browser console shows:- /api/checkout/stripe/publishable-key: Failed to load resource (403)- [useDownloadHatchDataExport] Failed to download agent data export- /monitoring: Failed to load resource (429)Because the agent won't connect, I cannot use "Download your agentdata" to export my chats and files. Could a Community Manager pleasecheck my account status or help me export the data?Thank you. 

I need help recovering my files from the Muse agent. My account is stuck on "connecting" indefinitely and I cannot use the agent. This is only happening on this one specific account. My other accounts work perfectly fine on the exact same computer and network. I have already tried incognito mode, disabling extensions, and clearing my cache, but it still gets stuck. 1. /api/checkout/stripe/publishable-key:1 Failed to load resource: the server responded with a status of 403 () 2. [SettingsDataPrivacyTab] Failed to update... Error: Gateway application transport blocked before admission at Object.e7 [as waitForTransport] 3. [useDownloadHatchDataExport] Failed to download agent data export... Error: Gateway application transport blocked before admission The biggest issue is that I have my personal files and a codebase saved inside the Muse virtual machine. Because the agent won't connect, I cannot click the download button to get my data. I tried the standard Meta account data download tool

There was updates on the glasses yesterday for me so was thinking if anyone has got their UK English voice fixed yet? Not mine

Hello.  Perhaps a remedial question yet hoping for some input.  Newly purchased Ray Ban Meta Gen 2.  Connectivity between my iPhone 17 and glasses have been just fine BUT I am unable to now take a phone call.  It’s as if both parties muted.  I hear the call come in and meta tells me who the call is from but I’m unable to converse after answering.  Dead air.   I have already asked meta to unmute and it was followed by a tone.  Any help would be appreciated.  Everything had been working great until now.

"My Muse account is stuck on 'Muse is disconnected — we disconnected Muse to protect your information' since Oct 13. Lockout-screen tickets got no response. I submitted a report via Settings > Help and support > Report an issue with logs included. Bug ID: ***. 

Good morning fellas, I bought the new Meta Rayban yesterday and I find them much better than the old ones I only have one problem, from the settings you can connect a Whatsapp account for messages etc etc, the problem is that I use Whatsapp business and it is not possible to connect them to this app. The assistance confirmed it to me and told me to write a post here with a request to the developers so that they can make this whatsapp business also connectable. It would be enough to give the choice once you click on “connect” between one or the other whatsapp in my opinion. Does anyone have the same problem as me?

Hey everyone,I’ve been having two major issues with my Oakley Meta Vanguards, both of which are making them practically unusable.Charging issuesI frequently get a flashing red LED when trying to charge the glasses. They’re currently completely flat, as they were the last time this happened, although I’m not sure whether that’s related.The case is fully charged, and I’ve cleaned the contacts on both the glasses and case multiple times.It usually resolves after several attempts at resetting the case and reconnecting the glasses, but it’s incredibly frustrating.Clicking audio in video recordingsEvery video I record contains a repetitive clicking sound that makes the audio unusable. The speakers work perfectly fine, and the clicking is present in the actual video files when imported to my iPhone.I’ve tried a full factory reset, recording with the glasses stationary, and recording with Bluetooth disconnected. Nothing has worked.Interestingly, I’ve analysed several recordings and found the c

Device is not showing. It’s only 1 month old. Unable to file any claim or even look for help troubles shooting. HORRIBLE experience.I own Meta Adventurer glasses that are still under warranty. The Meta support portal does not show my device, and I cannot submit a warranty claim. Please help me open a manual RMA or warranty replacement request. I have my serial number and proof of purchase.

Olá, meu Muse foi desconectado hoje (14/10) com a mensagem: "Desconectamos o Muse para proteger suas informações. Envie um tíquete de feedback para reconectar."O que já fiz:- Enviei o tíquete de feedback várias vezes (por volta das 16h-17h), sem resposta até agora- Minha conta Meta está normal — a Central de Contas abre sem nenhum aviso de suspensão- Sou assinante do plano pago- Essa conta era minha configuração de trabalho (vinculada ao meu laptop, ligada 24h) com muitos dados importantesAlguém da equipe da Meta poderia ajudar a agilizar a reconexão? Posso fornecer qualquer verificação necessária. Obrigado.

I've been dealing with an unresolved Advance Replacement case since August 26th. That's over 50 days. My return was reviewed, approved, and officially closed by Meta in writing on September 1st, yet the replacement itself has never shipped. Along the way:- I was given directly contradictory explanations about the cause (one agent said "not a stock issue," another said it could be "stock inventory")- My case was merged across three different ticket numbers- I was offered a full refund in writing, accepted it, and the offer was withdrawn the next day- I offered to accept a different model at the same price to remove any stock-related excuse — ignored for days- Most recently, I was told outright that Meta "cannot guarantee" either a shipping date or a refund, with no real explanation for either I also went back and read Meta's own Warranty terms. Section 6 states that if repair or replacement "cannot be performed within a reasonable time," a refund becomes the appropriate remedy instead.

Celebrity voices in September 2026 after I had them for 9 months. The voice I was using was John Cena. Can’t find out why or if they will come back. The meta support is an absolute joke and there is no way to talk to a human being. Anyone know what’s going on I saw a thread saying maybe it had to do with having to pay for features that used to be free. If that’s true why won’t they just say so instead of giving the steps to change the voice to a voice that is no longer listed. So far meta’s AI is not so intelligent and customer service is nonexistent. 

I purchased and returned my Meta glasses within the time frame allowed.  They are “claiming” the box was empty when they received it.  It was 1 lbs recorded from FedEx which is the same weight as the box when it was delivered to me.  Their latest email said it was supposed to be 5.2 lbs.  How can the box be 5.2 lbs if it was only 1 lb when it was delivered to me?  No one is wearing 5 lb glasses on their face.  I have confirmed documentation from FedEx and the return warehouse that my return package was delivered on February 5, 2026 and acknowledged as received by your team on February 20. Despite this confirmation, I later received an email on March 9, 2026 stating the box was empty (1 month after receiving the return). This claim is inconsistent with the recorded shipment weight and the delivery confirmation. I have requested proof or documentation supporting this claim and none has been provided.Meta continues to advise me to file a claim with FedEx. &nb

Has anyone dealt with something like this before?I bought Meta glasses, but they wouldn't connect to Bluetooth. After trying everything, I returned them and bought a replacement. A month later, I noticed I still hadn't received my refund, so I contacted Meta.After investigating, Meta told me they received an empty box. The problem is that they never informed me my refund was being held, and they never contacted me to say there was an issue with the return. I only found out because I followed up myself.I've been stuck going back and forth between Meta and FedEx ever since. The package weighed 1.5 lbs when I shipped it, and I provided the full tracking history showing it was delivered. The glasses haven't been returned to me, and nobody can tell me where they are..To make matters worse, my credit card company says it's beyond the 60-day dispute period, so I can't use buyer protection. At this point, I don't know how else to prove that I returned the glasses, and I'm not sure what my next

Hello everyone,I recently purchased a pair of Meta Ray-Ban Gen 2 smart glasses (prescription lenses) from Walmart. However, I’m facing an issue where the glasses do not power on or charge, despite following all recommended steps.Here’s the situation:The charging case works correctly: when plugged in, the case shows the yellow LED indicating it’s charging.When I place the glasses in the case:No LED appears on the glasses.The case sometimes shows a red LED when open.I have tried:Using the original iPhone 20W wall chargerChecking and cleaning the charging pins on both the case and glassesEnsuring the glasses sit properly in the case with magnets snapping in placeAttempting the long reset method (pressing the side button for 20–25 seconds)Despite all this, the glasses remain unresponsive.Additional details:Glasses have prescription lenses installed.The box was sealed when purchased, so this is the first use.I’ve tried multiple cables and wall sockets.Power button on the glasses is the slid

I have a pair of Ray Ban Meta Gen 2 glasses. They worked fine for about a month but then then voice commands stopped working so I unpaired them and added them again. Now the option to change the capture button has disappeared from the customisable options page. It’s only showing the touchpad. Has anyone else had this or know how to get the option back? I’ve tried restarting my phone, uninstalling and reinstalling the app, unpairing and repairing the glasses, updating the firmware. Nothing works.The Meta chat is terrible and useless in trying to fix it. Plus the “contact support” email button doesn’t work. I know it’s only something minor but having it record video as a priority is a lot easier when in noisy places as I can’t hear if it’s started recording when I hold the button down whereas it’s a lot easier just to tap it and know it’s started recording. 

On Oct 8 I pasted a ~6 MB text (my ChatGPT history export) into my main chat as a single message. Since then the main chat will not load on iPhone, Mac, or web, and the iPhone app crashes on launch.What I have tried: in-app bug report on Oct 8 (no response), the web ticket form on Oct 12 (no response), and a report filed through my assistant. Four days with no acknowledgment from anyone.The data is intact server-side. Only that one oversized message needs to be removed from the backend. Can someone from the Muse team please delete the blocking message, or tell me how to get this escalated?

Anyone did a warranty on there display meta glasses because I did 4 months ago and I still haven’t received my product back or a refund can anyone help with this??? All I’m getting is the run around threw email what can I do please help

 Hi, my paid Muse account (Google login) has been unable to log in for almost 2 days.What happens:App: says "try again" then just spins and won't log on Web (muse.ai): stuck on "Connecting..." and spinsWhat I've tried:Both the app (which I normally use) and web Incognito/private window - signed into only the correct Google account first at accounts.google.com, then tried muse.ai Downloaded Firefox and tried fresh - same "Connecting" spin No VPN runningMy other Muse account (different email) logs in and works fine on the same computer and network, so this looks account-specific, not browser or network.Can someone help unstick the paid account? Happy to provide details privately.Thanks!Just swap in any extra detail if they ask, but don't post your actual email addresses publicly — they'll likely ask you to share that privately.

Meta glasses owner (Ray-Ban Stories, Ray-Ban Meta Gen 1, Oakley Meta HSTN, Oakley Meta Vanguard, Ray-Ban Meta Display) reporting this in good faith so it gets in front of the product team. Issue 1: "Hey Meta" wake word fails when glasses are worn normally Repro: Wear the Display normally and say "Hey Meta" — frequently no response. Physically lift/push the glasses up and away from the face — the wake word registers.Expected: Wake word registers while worn normally, as on my other four pairs. Evidence it's not hardware or phone-specific: Identical behavior on two phones (Galaxy S24 Ultra, Galaxy Z Fold 8 Ultra) and two pairs of the Display, including a replacement. Call audio is fine — the failure is specific to the wake word. Support's own troubleshooting was completed: HD Audio (AAC) toggle does not exist for this device in phone Bluetooth settings; the 12-second "hold back" reboot does not apply to the Display's power switch (it locks in the off position); a full unpair / app-cache-c

Did meta remove the celebrity voices from the meta ai app? i can't find the Awkwafina and john cena's voice anymore in the setting.My glasses just restarted and when it told me the battery % I was surprised to hear another voice so I went into the settings to change it back to Awkwafina but all I saw was Low, Medium and High voice option in the US English and honestly I think they sound so bad imo.I already missing Awkwafina's voice TT^TT