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Carolinux
Inspiring
September 27, 2026
Solved

Cannot restore App & Game Backups - PIN reset on mobile app not recognized by headset

  • September 27, 2026
  • 23 replies
  • 261 views

Hi everyone,

 

I am looking for help with a persistent cloud backup issue. My Meta Quest headset is working completely fine, but I cannot restore any of my game or application backups because the end-to-end encryption PIN is completely out of sync.

 

The core issue is that the headset simply refuses to recognize the PIN:

 

I have reset the encryption PIN multiple times using the Meta Horizon mobile app on my phone.

 

I even tried setting very basic codes (like 111111) in the app to make sure there was no typing mistake, but the headset still rejects it every single time I try to restore my data.

 

I have already gone to secure.oculus.com/my/cloud-backup/ on a web browser and deleted the backup data to try to clear the glitch, but when I try to sync on the headset, it still prompts me for the PIN and fails.

 

The headset itself is accessible, but this synchronization failure is preventing me from getting my saved game progress back. Has anyone experienced this specific bug where the headset ignores the PIN updated by the mobile app? Is there any way to force them to sync?

 

Thank you!

Best answer by Carolinux

According to Meta support, there is a sync issue with my account. Thank you everyone.

Thank you for sharing the screenshot and for providing such a detailed explanation. I completely understand your frustration, especially after spending hours troubleshooting and losing your saved game progress.

I see that the screen is shaking when you enter the PIN, indicating an incorrect entry, but I completely take your point that this appears to be a synchronization issue between the app and your Meta account rather than a user error.

Your cooperation and patience throughout this exhausting process are greatly appreciated. I have marked your ticket to our specialized team for a thorough investigation. We will review what is happening on the backend and get back to you with an update as soon as possible.



23 replies

Choleni
Choleni
Honored Contributor
September 27, 2026

Hi Carolinux​ 🙂

but when I try to sync on the headset, it still prompts me for the PIN and fails.

Is there no option to disable end-to-end encryption in the headset settings? I haven't enabled it(my cloud backup works fine), so I'm not sure.🙃

I have already gone to secure.oculus.com/my/cloud-backup/ on a web browser and deleted the backup data to try to clear the glitch

The headset itself is accessible, but this synchronization failure is preventing me from getting my saved game progress back.

I think, if you've deleted the backup data, there is no saved game progress anymore?

 

 

 

    CarolinuxAuthor
    Inspiring
    September 27, 2026

    ➡️

    Is there no option to disable end-to-end encryption in the headset settings? I haven't enabled it(my cloud backup works fine), so I'm not sure.🙃

    ➡️

    This option is available only after correctly entering the PIN. Other than that, the PIN is required for any action related to the cloud backup.

    I didn't delete any data, quite the opposite. I really need my game saves. I tried getting them back via the browser, and while it downloads the file, it won't overwrite the existing one.

    Choleni
    Choleni
    Honored Contributor
    September 27, 2026

    I  mean, I know that I can enable it, so I think, you should also be able to disable it... or am I wrong??🤪

    Maccyb123
    Honored Contributor
    September 27, 2026

    You deleted your backup data.. You likely got rid of all your game progress. 

    CarolinuxAuthor
    Inspiring
    September 27, 2026

    No, nothing was deleted. The saves are still in my cloud, as you can see in the attached image.

     

    CarolinuxAuthorAnswer
    Inspiring
    September 28, 2026

    According to Meta support, there is a sync issue with my account. Thank you everyone.

    Thank you for sharing the screenshot and for providing such a detailed explanation. I completely understand your frustration, especially after spending hours troubleshooting and losing your saved game progress.

    I see that the screen is shaking when you enter the PIN, indicating an incorrect entry, but I completely take your point that this appears to be a synchronization issue between the app and your Meta account rather than a user error.

    Your cooperation and patience throughout this exhausting process are greatly appreciated. I have marked your ticket to our specialized team for a thorough investigation. We will review what is happening on the backend and get back to you with an update as soon as possible.



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