Malfunctioning Glasses, Dysfunctional Support - Meta Wasted My Time
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Meta Store Support
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Meta Store Support • 6:00 AM
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Meta Store Support
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Dolce
Dolce joined • 6:00 AM
An agent has joined the conversation.
D
Good day to you! Thank you for getting in touch with Meta Store Support!
Dolce • 6:00 AM
hi
D
I'm Dolce, and I'm stoked to lend a hand. Just in case we get disconnected or you need to refer back to this convo later, your ticket number is 08628418.
Dolce • 6:00 AM
great
D
I am so sorry that your Ray ban glasses are not turning on. No worries, let me help you with that.
Dolce • 6:01 AM
please
When was the device purchased?
D
Also, what model are you using currently?
Dolce • 6:01 AM
i got it as a gift in july this year
its a skyler
so it was working fine until yesterday
D
What are the troubleshooting steps have you completed?
Dolce • 6:03 AM
i have tried restarting them
factory restore
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Have you fully charged?
Dolce • 6:03 AM
app uninstall/install
yes fully charged case
Also, can I know what is the LED light showing on the screen?
D
sorry on the device?
Dolce • 6:03 AM
so basically when i put back the device in the case the case light turns yellow
empty case is solid green
the glass's light only turns on when in the case
the white blinking light
Today • 6:05 AM
as soon as i grab them out of the case the light stops blinking
Leave glasses inside the case and charge for 30 minutes.
Slide the power switch towards the lens in the ‘on’ position. The LED will blink white.
If glasses do not turn on, place the glasses back into the case and:
-Try a different outlet.
-Try a different cable.
-Try a different charger / USB-C charging block.
D
If the light is green the case is fully charged
Dolce • 6:06 AM
yes i have tried all of it
used different docks / sockets
everything
nothing seem to work
D
Have you also tried the below:
Turn the glasses off and wait 30 seconds.
Slide the power switch towards the lens in the ‘on’ position. The notification LED will blink white.
Dolce • 6:06 AM
yes
when the glasses are out of case, it shows no respnse
while within the case it shows white blinking light
D
Can we also try this for now?
-Close the right temple arm.
-Press capture button 5 times until LED light turns orange
-Press and hold capture button until LED light starts flashing orange and white
-Release capture button and wait for LED light to start blinking white and then solid green before turning off to indicate factory reset is complete
-Once your device is factory reset, you will need to unpair and then re-pair your glasses with the Meta AI app.
This factory reset is for your case:
-Remove your glasses from the case.
-Press and hold the button on the back of the case for more than 16 seconds to factory reset the case.
Dolce • 6:08 AM
when the glasses are out of the case, it shows no response
i have tried reseting the case
D
Noted on that. Do you wish to proceed with replacement?
Dolce • 6:09 AM
yes that would be great
Dolce
Dolce left • 6:10 AM
Meta Store Support Bot
Meta Store Support Bot joined • 6:10 AM
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Meta Store Support Bot • 6:10 AM
AI glasses
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Meta Store Support Bot • 6:11 AM
Using Device
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Meta Store Support Bot • 6:11 AM
Turn AI glasses On and Off
The power switch for Ray-Ban Meta glasses is located on the left inner arm of the glasses, near the hinge.
To turn your glasses on:
Slide the power switch towards the lenses.
The notification LED will blink while your glasses turn on. When it turns solid green, you’re ready to continue.
To turn your glasses off:
Slide the power switch towards the back of the glasses.
The notification LED will blink red to signal that the glasses are turning off.
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Meta Store Support Bot • 6:11 AM
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Meta Store Support Bot • 6:11 AM
the glasses are not turning on after trying all the troubleshooting steps. had a chat with an agent dolce for a replacement but the request didnt get through
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Meta Store Support Bot • 6:13 AM
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Finn
Finn joined • 6:13 AM
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Hi Sha. Thank you for contacting Meta Store Support.
My name is Finn, and your case reference number for today is #08628418, just in case we get disconnected. You can use this as a reference when you reach out to us.
Finn
I understand that your device does not turn on and after all the troubleshooting steps, the issue still persist, and you are requesting for replacement, am I right ?
Finn • 6:14 AM
yes absolutely
Noted on that. Before that, can you provide me with the order number the device serial number for me to check further on this ?
Finn
https://www.meta.com/help/ai-glasses/167438966384165/
Finn • 6:16 AM
i got it as a gift
No worries then, can I get the device serial number instead for me to check on the matter ?
Finn
Your glasses serial number is also printed on the inside of the left temple on your glasses.
Finn • 6:17 AM
is the serial number also on the box?
2Q37Y13H4R000M6
Read • 6:19 AM
Finn
I unable to locate this device on our system. May I know if you maybe know where this device been purchased from ?
Finn • 6:20 AM
purchased from canada
ok i took a snapshot of the about section earlier
let me share that with you
Read • 6:22 AM
Finn
Finn left • 6:23 AM
Meta Store Support Bot
Meta Store Support Bot joined • 6:23 AM
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Meta Store Support Bot • 6:23 AM
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Sent • 6:24 AM
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Returns
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Meta Store Support Bot • 6:24 AM
Start a return
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What type of product would you like to return?
Meta Store Support Bot • 6:24 AM
Meta device or accessory
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If you made a purchase through the online Meta store, visit the Meta returns page below to initiate the return process.
URL: Meta returns
https://www.meta.com/help/orders-and-returns/returns/
Experiencing issues with your Meta device or accessory?
• We will work closely with you to troubleshoot your issue and determine the appropriate service solution.
To begin, log into your Meta account and select the device you need support for from the Meta Devices page below.
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Meta Store Support Bot • 6:24 AM
Contact Support
Sent • 6:25 AM
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Meta Store Support Bot • 6:25 AM
i want to make a request for the replacement of my rayban meta glasses due to malfunction, but im not able to get the request through
WhatsApp Image 2025-10-02 at 6.22.17 AM.jpeg
Sent • 6:26 AM
Meta Store Support Bot
We didn’t quite understand, can you rephrase your question?
Meta Store Support Bot • 6:26 AM
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Sent • 6:26 AM
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Meta Store Support Bot • 6:26 AM
my rayban meta glasses are not working due to some power issue and i want to request for a replacement
Sent • 6:27 AM
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Finn
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An agent has joined the conversation.
what happened to my request?
Read • 6:27 AM
Sha, thank you for waiting. We apologize for any connection issue.
Finn
Kindly give me 3 - 5 minutes, while I check this for you. May I?
Finn • 6:28 AM
please take your time
Read • 6:28 AM
Sha, thank you for waiting. Upon checking further on the device serial number, I unable to locate it from our system.
No worries, please be informed that Meta do not offer any replacement for Meta Ray-Ban device.
Finn
For this matter, kindly reach out to Ray-Ban Support for further assistance. Ray-Ban will help on the replacement process as we have exhausted all the troubleshooting steps.
Finn • 6:31 AM
Finn
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Meta Store Support Bot • 6:31 AM
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