Forum Discussion

Mind_ful's avatar
Mind_ful
Honored Guest
22 days ago

Headset not connecting

I was given the option Monday to create pin or password. I chose password. Tonight, Quest is requesting pin instead of password. I decided to factory reset, now headset will not pair with the app after entering the pairing code. The app and headset are on the same wifi.  I don't want to create another profile as there are games I do not want to lose or pay for again. Help

2 Replies

  • Maccyb123's avatar
    Maccyb123
    Superstar
    22 days ago

    After you switch on your headset and it connects to the horizon app, you can go into device management, tap on the device and you will find pass code option. Is it possible for you to reset it from there? Maybe give it a try. 

  • MetaStoreHelp's avatar
    MetaStoreHelp
    Community Manager
    22 days ago

    Hello Mind_ful!

     

    Thank you for creating a post and for already trying some troubleshooting steps.

     

    We can see that you were having an issue logging into the app and decided to reset your device.

     

    We are going to give you a couple steps to hopefully get you back into the Metaverse soon.

     

    • Please ensure the mobile app and your headset are on the latest versions available.
    • Ensure headset and phone are connected to the same network, on the same frequency.
    • Ensure that "precise location" and "nearby devices" permission is allowed for the Meta Horizon app by the phone's settings.
    • Please remove any and all third-party accessories.

    Should you still have trouble pairing the app to your headset, we would ask that you contact us privately so we can have a closer look into this with you.

     

    We wish you a wonderful day!