Forum Discussion

XPilot99's avatar
XPilot99
Explorer
14 days ago
Solved

Horizon Worlds Account Connection Issue

Hi all,
Brand new Meta Quest 3S. First time using a VR headset. Setup completed normally, and no issues with the hardware itself. Meta Horizons app on iPhone is setup. 

Location: FL, USA

Since Day 1, I have been unable to launch Horizon Worlds, or any world. As I get the error message “There was an error connecting to your account.” See attached screenshot below. 

I’ve tried contacting support and ran all of their troubleshooting steps, to no avail. I’ve browsed countless threads, all with no resolution. 

Headset and iOS app are all running the latest SW/FW

Steps I’ve tried so far (each of these included a full headset restart)

  • Closing and restarting the Horizon Worlds App - Doesn’t Work
  • Reinstalling Horizon Worlds from the store - Doesn’t work 
  • Delinking my Facebook about from my Meta Account, signing out of Mobile App and Headset, and logging back in- Doesn’t Work
    • When I first setup the Headset, my Meta account was linked with my Facebook. 
  • Factory reset of headset - (x2) - Doesn’t work
  • Deletion and reinstall of Meta Horizons mobile app - Doesn’t work
  • Using 2.4GHz WiFi (same SSID) on headset and phone - Doesn’t work
  • Using 5.0 GHz WiFi (same SSID) on headset and phone - Doesn’t work
    • I am NOT using a VPN. I have all but proven this is not due to WiFi / Router issues. 

I’ve had a chat session with Meta where I was told to submit a ticket. I submitted the ticket and they closed it dang near instantly, telling me to submit a bug report within my headset, which I did. 

NOTE: I am also unable to launch any worlds via the Mobile App. I get a “Problem Connecting to this World” screen. Similar to the headset. See the 2nd screenshot below  

I would really appreciate some help here as this is the experience I’ve looked forward too the most, and it doesn’t work. 

VR Error Message

 

Mobile Error Message

 

  • Choleni's avatar
    Choleni
    13 days ago

    Hi XPilot99​ 🙂

    You could try if it works with another account. Maybe it's not a wifi/router issue, but some problem with that account?

    Don't ask what kind of problem..... it's just an idea.😅

    I would create another account, another email, NOT using Facebook, add that account to the headset or factory reset it again and set it up with that account and see how it goes.

14 Replies

  • steve_40's avatar
    steve_40
    Honored Visionary
    13 days ago

    I have all but proven this is not due to WiFi / Router issues

    I disagree. Have you tried your using a completely different wifi, like at a friend's house, or shopping center, etc?

    Other than wifi, have you tried creating a new Meta Horizon account using a different email, and logging into that on your phone (to test if there's an issue with your original account)?

    • XPilot99's avatar
      XPilot99
      Explorer
      13 days ago

      Thanks for the reply! (Curiosity question) What makes you think the WiFi could be the root cause of the issue? I know that Meta recommends the headset and phone be on the same band (2.5 GHz / 5.0 GHz), of which I've tried both. I have an ASUS router, and I've disabled all of the AI protections, ensured NAT is good, ports, etc. 

      I don't have easy access to a separate network, but I may try it on a hotspot using my wife's phone. 

      I will also try making another Meta account using a separate email. I suspect that this is the issue, but unsure why a brand new Meta account would be botched off the bat. 

      Appreciate the tips! Will report back. 

      • steve_40's avatar
        steve_40
        Honored Visionary
        13 days ago

        Actually, a simple way to test if it's the wifi or not that's causing the problem is to turn off the wifi on your phone and use cellular data. If Worlds works on your phone when you are using cellular data, then the wifi is the problem. If it still doesn't work, then it must be the account. The account can be botched off the bat, we've seen it before.

  • Choleni's avatar
    Choleni
    MVP
    13 days ago

    Hi XPilot99​ 🙂

    You could try if it works with another account. Maybe it's not a wifi/router issue, but some problem with that account?

    Don't ask what kind of problem..... it's just an idea.😅

    I would create another account, another email, NOT using Facebook, add that account to the headset or factory reset it again and set it up with that account and see how it goes.

    • steve_40's avatar
      steve_40
      Honored Visionary
      13 days ago

      You could try if it works with another account.

      I think that's what I asked? 🤔 They could simply test it on their phone, no need to factory reset until they can confirm if it works on their phone first.

      • Choleni's avatar
        Choleni
        MVP
        13 days ago

        Sorry, Steve.🙃

        In my emails was only the first part of your reply.

        I jumped in here directly from my mails and didn't see that you added something to your answer.🤪

    • XPilot99's avatar
      XPilot99
      Explorer
      13 days ago

      I'll try creating a new Meta account with a different email address and see if that does the trick. Will report back! Thanks! 

  • XPilot99's avatar
    XPilot99
    Explorer
    13 days ago

    steve_40​ Choleni​ Update. I created a new Meta account using a different email address, and Horizon Worlds works fine. I was finally able to get into the application on both my Headset and my Mobile device. So thats great. 

    Whats not great is that when I chatted with Meta support the other day, they added a $30 credit to my account for my "inconvenience" and I don't have that $30 on this new account. I guess I could use the other account to purchase something and utilze the app sharing, but that just seems like another "inconvenience" to me. 

    Hoping that someone from Meta will comment here and tell me what went wrong with my first account... 

    • steve_40's avatar
      steve_40
      Honored Visionary
      13 days ago

      That's good news. You won't get any comments from Meta, though.

    • Maccyb123's avatar
      Maccyb123
      Consultant
      12 days ago

      XPilot99 Good news that you got it fixed. steve_40 and Choleni are the best! But as Steve says you won't hear from anyone at Meta here. It's just a users forum. Maybe app share is the best option. Who knows how long you might wait for it to be fixed 

    • steve_40's avatar
      steve_40
      Honored Visionary
      12 days ago

      XPilot99​ so what you can do is log in to your old account in the Meta Store web page and use the $30 credit to GIFT a game to your new account 🙂.