Forum Discussion

LoafOfBread17's avatar
LoafOfBread17
Honored Guest
5 months ago
Solved

The Meta Horizon app says that I don't own my headset

I can't change any settings on my headset through the Horizon app and it says that I don't own the headset even though I'm using the account I used to setup my headset.

  • MetaStoreHelp's avatar
    MetaStoreHelp
    5 months ago

    Thank you for the feedback!

     

    When you see this, there are a couple of things you can try to resolve the problem. We’ve listed the steps below.

    Re-pair the devices

    If the connection is still not recognized, you can manually re-pair your headset to the app.

    1. Open the Meta Horizon app on your phone.
    2. Go to the Devices section and tap Add new device.
    3. Select the correct model of your headset and follow the on-screen instructions.
    4. You will need to get a pairing code from your headset. Find this code within your headset under Settings > General > About.
    5. Enter the code from your headset into the app to complete the pairing.

    Perform a factory reset (last resort)

    If the above steps do not work, you can perform a factory reset. This will delete all data from your headset, so it should be used as a last option. 

    1. Before resetting, back up any games or app data that can be backed up.
    2. From the Meta Horizon app: Go to the Devices section, select your headset, then go to Headset Settings > Advanced Settings and tap Factory Reset.
    3. From the headset:
      • Turn off your headset completely.
      • Press and hold the Power and Volume Down buttons simultaneously until the boot-up screen appears.
      • Use the volume buttons to navigate to Factory Reset and press the power button to confirm.
    4. After the reset, you will need to set up the headset again as if it were brand new. The first account to log in after the reset will be the new owner. 

    We hope that this will resolve the problem once and for all! Keep us posted!

5 Replies

  • MetaStoreHelp's avatar
    MetaStoreHelp
    Community Manager
    5 months ago

    Hello LoafOfBread17!

    We see that you could use some help, as you're experiencing issues with your headset being recognized by the application. We'd be more than happy to assist you.

     

    To look into this further, we'd like to check that everything is in order with your account. To do so, we'll need to ask for a few more details, so we'd prefer to continue the conversation via private message.

     

    Please select our name to get to our profile page, or click here. From there, click "Send a Message" to privately message us! Please remember, you must be signed into the community first to send us a private message. We're eager to hear from you!  

  • MetaStoreHelp's avatar
    MetaStoreHelp
    Community Manager
    5 months ago

    No worries! Let’s see what else we can do to resolve this issue. Here are some additional steps you can try:

     

    Step 1: Confirm you are using the correct account

    The most common cause of this error is using the wrong Meta account. 

    1. On a browser, go to auth.meta.com/settings/my/devices/.
    2. Log in to the Meta account that you believe is linked to your headset.
    3. Check if your headset is listed on the page.
    4. If your headset is not listed, log out and try again with any other Meta accounts you might have. 

    Step 2: Troubleshoot connection issues

    Ensure both your app and headset are properly connected and communicating.

    1. Restart your devices: Restart both your headset and your phone. For a hard reboot of the headset, hold the power button down for at least 30 seconds.
    2. Check Bluetooth: Turn on your phone's Bluetooth and confirm the Meta Horizon app has Bluetooth permissions enabled.
    3. Check Wi-Fi: Make sure both your phone and headset are connected to the same Wi-Fi network.
    4. Update the app: Make sure your Meta Horizon app is updated to the latest version by checking for updates in the app store

    Step 3: Re-pair the devices

    If the connection is still not recognized, you can manually re-pair your headset to the app.

    1. Open the Meta Horizon app on your phone.
    2. Go to the Devices section and tap Add new device.
    3. Select the correct model of your headset and follow the on-screen instructions.
    4. You will need to get a pairing code from your headset. Find this code within your headset under Settings > General > About.
    5. Enter the code from your headset into the app to complete the pairing.

    Let us know what happens when you perform these steps!


     

     

    • MetaStoreHelp's avatar
      MetaStoreHelp
      Community Manager
      5 months ago

      Thank you for the feedback!

       

      When you see this, there are a couple of things you can try to resolve the problem. We’ve listed the steps below.

      Re-pair the devices

      If the connection is still not recognized, you can manually re-pair your headset to the app.

      1. Open the Meta Horizon app on your phone.
      2. Go to the Devices section and tap Add new device.
      3. Select the correct model of your headset and follow the on-screen instructions.
      4. You will need to get a pairing code from your headset. Find this code within your headset under Settings > General > About.
      5. Enter the code from your headset into the app to complete the pairing.

      Perform a factory reset (last resort)

      If the above steps do not work, you can perform a factory reset. This will delete all data from your headset, so it should be used as a last option. 

      1. Before resetting, back up any games or app data that can be backed up.
      2. From the Meta Horizon app: Go to the Devices section, select your headset, then go to Headset Settings > Advanced Settings and tap Factory Reset.
      3. From the headset:
        • Turn off your headset completely.
        • Press and hold the Power and Volume Down buttons simultaneously until the boot-up screen appears.
        • Use the volume buttons to navigate to Factory Reset and press the power button to confirm.
      4. After the reset, you will need to set up the headset again as if it were brand new. The first account to log in after the reset will be the new owner. 

      We hope that this will resolve the problem once and for all! Keep us posted!

  • LoafOfBread17's avatar
    LoafOfBread17
    Honored Guest
    5 months ago

    I think I found the problem, I went to auth.meta.com/settings/my/devices/ and it says i both own the quest and it is shared with me. How could I go about fixing that?

    • MetaStoreHelp's avatar
      MetaStoreHelp
      Community Manager
      5 months ago

      Hi Joni!

       

      We just wanted to check in to see if you still need any help. We noticed that our post was marked as a solution, but we wanted to make sure everything is working as it should.

       

      If you need any further assistance, please let us know!