Hey so I had factory reset my vr because it was stuck on the loading screen and now I can’t pair it because it’s already set as a device on my app but I can’t remove it as a device so I can’t play my vr at all anymore. Do you have any advice on what I should do? If you could get back to me that’d really help me out. I’m not sure what to do and I really want to play vr. Thanks!
Hey there Streak0713 !
We see you want to get back to the Metaverse once again after factory resetting your headset and you have been unable to do so due to pairing issues. Therefore, as we intend to look into this and get it sorted for you, we'd request you to make sure that your headset has been correctly factory reset. Once the process of factory reset is complete properly, you shouldn't be able to see the device as paired in the Meta Horizon app. In case you're still seeing it, we'd advise you to try uninstalling and reinstalling the app in your mobile.
If you have any further queries or the issue persists, feel free to get in touch with us directly via sending us a PM:
Please remember, you must be signed into the community first to send us a private message.
That didn’t work. I uninstalled the app and reinstalled and it still had my device paired. Do you think you could private message me and help in any way? Thanks!
Thanks for giving uninstalling and reinstalling the app a shot for us, of course it's not optimal that you're still unable to get back into the Metaverse, so we'd love to take a look into this for you. When you get a minute of free time, could you send us a private message?
We ourselves are unable to send private messages to our wonderful community, so you will have to send us a private message first and afterwards, we can take a look into this for you.
To send us a private message, please select our name to get to our profile page, or click here: https://metaque.st/CommunitySupport. 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.
Thank you and we look forward to hearing from you soon.
Could you message me back privately. I messaged you
Hey Streak0713,
We'd love to help you out further with getting your controllers paired to your device again.
To reach out to us privately, so we can gather some more information from you,
- Please select our name to get to our profile page, or click here: https://metaque.st/CommunitySupport.
- Next, click "Send a Message" to privately message us!
Please remember, you must be signed into the community forum first to send us a private message.
Can you reply to my private message?
Hi there,
We're had a look and we're unable to see any private message from this account.
Can you confirm that you've send it from the account you're using currently?
Thank you!
I sent one just now could you check to see if you got it?
We're still not able to see any private messages from your username "Streak0713" Are you logged into this account when clicking on our name here on the forum to send us a private message? Or are you sending a message else where or perhaps from another account?
Thank you.
I’m sending messages on this account
Hey Streak0713 ,
We're still not seeing any private messages from you, but you need not worry! Please can you you visit the Meta Help Center and while logged into the website, you will be able to follow the process to get a ticket raised. Once it's been raised, you'll receive an email from our 24/7 email support team, who will work together with you to gather more information about your particular situation, to provide more troubleshooting, and look into what your options may be.
Thank you.
Do you think you could email me maybe? My email is mailto:***. could you email me and help me out? Thanks!
[edited for privacy - this is a public forum]
Hey Streak0713, regrettably, we would need to pass your case over to our Support Team for email assistance, which would mean that we would need to set this up over Private Message.
From here, please visit the Meta Help-Centre, and sign in, and you will be able to reach out to our Support Team over email.
We hope to hear from you soon!
