How Do I Get Support?

 

Need support? We’ve got your back. Listed below are the areas we most see creators in need of assistance. Check out this post for Support Best Practices. Please be sure to use the correct links for your current issue.

 

For account (e.g., I lost access to my account, I am unable to sign in, or I need to reset my password) and hardware issues (e.g., my Quest device stopped working), reach out to the Customer Support team.

 

For general bug reporting:

• In Desktop Editor, tap  > Report a Problem > supply a detailed description of your issue.
• In-headset or on the Meta Horizon Mobile App, follow the instructions here.
• Keep in mind the following:
• Before reporting, browse the Questions & Discussion category to see if the issue has already been identified, discussed, or resolved. 
• Attach relevant screenshots and other evidence.
• Describe the issue in great detail including what happened, what you expected to happen, reproduction steps, and any error messages you may have received.
• If possible, outline the exact steps to trigger the issue. This helps our support team replicate and triage the problem faster.
• The sooner you report an issue, the faster it can be addressed. If it’s urgent, escalate appropriately through our Support Center.
• Avoid bundling multiple bugs into one submission.

   

For issues related to payouts, payments, monetization onboarding, permission issues, integrity/rating appeals, or bug escalations (e.g., I am releasing a world tomorrow and need this resolved ASAP), visit our Support Center. For all bug escalations, please use the bug report interface in-headset or while in the desktop editor to provide the necessary logs needed to debug your report. If you cannot access the Support Center, please email us at creatorprograms@meta.com.

 

To report other integrity issues, e.g., in-headset interactions, please leverage the integrity tools in Meta Horizon Worlds. Reports in headset gather the necessary details required for a thorough analysis of the situation. 

 

Please note that it may take two business days before you receive a response from our Customer Support team.