Forum Discussion

mineshp100's avatar
mineshp100
Explorer
26 days ago
Solved

Cannot pair with the meta quest app - same 5 digit code

So i got a refurb meta quest 3 from the meta store on ebay. 

When it arrived, i tried to set it up - however, i am stuck on the screen where it asks to enter the code on my mobile app.

 

I can see a 5 digit code on the quest - but entering that on the app shows 'couldn't pair with your headset'. 

So i tried several times, logged in and out the app, reinstalled the app, reset network settings on my iphone, tried a different phone - all failed.

The strangest thing is, I have even reset the quest to factory settings over 5 times - and each time, the 5 digit code that shows up is always the same. 

This seems odd - as i would expect a new one each time. 

Has anyone else faced the same issue - and if so, what did you do?

Thanks!

pair
Pairing
pairing code
  • mineshp100's avatar
    mineshp100
    25 days ago

    Just an update - after several emails back and forth, meta confirmed the device was stolen/lost so had been blocked. 
    So meta sold me a barred device - however after fighting a battle, they agreed to replace it. 

    so if anyone has this issue in the future, at-least we have a resolution or know why this happens! The key is if the 5 digit code remains the same even after a factory reset. 

16 Replies

  • charliekVR95's avatar
    charliekVR95
    Honored Guest
    26 days ago

    Make sure the previous owners are no longer logged in on their meta horizon app 

    • mineshp100's avatar
      mineshp100
      Explorer
      26 days ago

      Hmm that’s tricky as it was a refurb from the meta store through eBay. The eBay support don’t really help with that stuff. I have reached out to meta. But just wondering how long they will take to respond/resolve. 

    • mineshp100's avatar
      mineshp100
      Explorer
      26 days ago

      ThanksCholeni​  I tried this just now. No luck. Same issue :( seems like defo something meta need to do on their end. I have a strong feeling, they haven’t released the device from their end (still registered to them). I assume they can just erase all owners and it will suddenly work. Let’s see what they say…

      • Choleni's avatar
        Choleni
        MVP
        26 days ago

        Not sure, if Meta can release the device when the previous owner haven't deleted it from their account.🤷‍♀️

        Good luck🤞

  • mineshp100's avatar
    mineshp100
    Explorer
    25 days ago

    Just an update - after several emails back and forth, meta confirmed the device was stolen/lost so had been blocked. 
    So meta sold me a barred device - however after fighting a battle, they agreed to replace it. 

    so if anyone has this issue in the future, at-least we have a resolution or know why this happens! The key is if the 5 digit code remains the same even after a factory reset. 

    • Choleni's avatar
      Choleni
      MVP
      24 days ago

      Thanks for the update.

      mineshp100 wrote:

      meta confirmed the device was stolen/lost so had been blocked.

      That definitely should not happen.

      Glad you won the battle⚔️👍😂

      Have fun with your new device.

    • Maccyb123's avatar
      Maccyb123
      Expert Trustee
      24 days ago

      I'm delighted you got it fixed, but that story should be a headliner. Meta sold you a stolen device. How did it happen? Did someone who stole the headset send it to Meta for repair, and Meta held on to it? Then they forgot about it, refurbished it and sent it to you? That looks like what could have happened. Crazy Christmas story! 😂🎄🎄 But well done you for getting it fixed👍👍👍

      • mineshp100's avatar
        mineshp100
        Explorer
        24 days ago

        Absolutely! Sounds ridiculous and shocking. When I read the email from them, in some ways I was relieved to have a resolution after going round and round in circles. But at the same time, was shocked! All I could think about is how did they sell me a stolen/lost device that passed as being a refurb. It shows, the tests are not as strong as they should be. But also, their support should be a lot better seeing as it took me over 10 emails for the correct person to pick it up and identify the issue. 

        I haven’t quite got it resolved yet - as of sent my stolen/lost headset back and waiting for a replacement headset to be sent back to me. But fingers crossed, some time soon this will be sorted. 

    • steve_40's avatar
      steve_40
      Consultant
      22 days ago

      The key is if the 5 digit code remains the same even after a factory reset.

      No. Like Choleni​ ​ said, the pairing code is fixed. You can find it within the headset settings under "General->About", along with the MAC address. It should never change, even after a factory reset.

      A headset's device pairing code will always be the same, even after a factory reset. In some circumstances, you may not need to enter a device pairing code to connect to the app.

  • BananaBoy1066's avatar
    BananaBoy1066
    Honored Guest
    23 days ago

    I have exactly the same issue here, I purchased this quest 3 refurbed from the  uk meta eBay store and it’s generating the same 5 digit code after a factory reset. As you

    can imagine I have a very upset young child here who’s Christmas has been ruined by meta selling me a stolen device.

    at this point I don’t feel that having to send this back for a replacement is really good enough. This was his main present and it’s been a total disaster. I think the press needs to hear about this

    • Choleni's avatar
      Choleni
      MVP
      23 days ago

      BananaBoy1066​ 

      BananaBoy1066 wrote:

      it’s generating the same 5 digit code after a factory reset

      This is actually not an indicator that the device is stolen. The pairing code remains the same for a particular device, even after a factory reset.

    • mineshp100's avatar
      mineshp100
      Explorer
      22 days ago

      When did you buy this from their eBay store? Over the last 1-2 weeks? If so, I believe we are in the same boat. Contact meta support and meta customer service on eBay. Eventually you will get to the right person - but it can be repetitive. Best of luck - hope you also get this resolved.