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GalacticKoala4530
New Participant
September 22, 2025
Question

Connection problems

I bought a meta quest pro and started the set up procedure. When it gets to  connect headset to work, I enter the emsil snd it is not recognised.

i want to use it for personal use but can’t get past this point. I have tried to pair the device and it is asking for a 5 digit code which I cannot find.

I am on the same Wi-Fi and I can’t find a code on my headset. I have factory reset the device several times and it gets stuck at the same place

please assist

    3 replies

    MetaStoreHelp
    MetaStoreHelp
    Community Manager
    September 22, 2025

    Hi there,

     

    We understand you are encountering pairing issues with your headset. We know this could hinder your experience in the Metaverse and aim to resolve this issue and get you back on track in your gaming journey. Here are a few troubleshooting steps we recommend:

     

    • Ensure the phone is compatible with the Meta Horizon mobile app
    • Uninstall and reinstall the Meta Horizon mobile app from your mobile device.
    • Ensure the mobile app and headset are on the latest available version

    The latest version of the mobile app can be found downloaded from:

    Google Play

    Apple App Store

     

    • Check our release notes to see the latest version of the headset software.
    • If your software is not up to date please update it using the software update tool.
    • Ensure phone and headset are connected to the same network, on the same frequency
    • Ensure that "precise location" and "nearby devices" permissions are allowed for the Meta Horizon mobile app by checking the phone's settings

    For further guidance, please don't hesitate to reach out to us privately:

     

    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.

     

    We'd be happy to explore alternative options!

    If you're the author of a thread, remember to mark a reply as the Accepted Solution to help others find answers!
    CheerfulCrane7413
    New Participant
    September 22, 2025

    I have tried all of these things

    the automatic set up is stuck at adding the work email. I don’t want it for work and it dies not recognise my email. I am asked fir a 5 digit code to pair and  can’t access it 

    the screen just shows the work,meta/ device page on my screen and nothing else

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