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valentinovienna
Up and Coming
August 26, 2025
Question

OCPeople PogsShelfQuery

I am not able to use my Meta Horizon app anymore. When I log in this is the message I receive (screenshot appended).

I already tried to:

  1. Reboot the handy
  2. Clear the cache
  3. Reinstall the app
  4. Install the app on 2 different devices (android and iphone) = Same issue
  5. Delete most of my contacts
  6. Remove most of my notifications

How do I fix this?

    13 replies

    steve40
    steve40
    Honored Contributor
    August 26, 2025

    How long has it been like that? Maybe it's a temporary glitch on Meta's end? Try again in a couple of days, perhaps.

      valentinoviennaAuthor
      Up and Coming
      August 26, 2025

      at least 4 days. My app is requesting too much data, this is what is the response.

      I installed Meta AI for testing and I connected it to my same account, before I found this issue. Not sure if this can explain it. I cant think about anything else I did on my own.

      Choleni
      Choleni
      Honored Contributor
      August 26, 2025

      Hi valentinovienna​ 🙂

      valentinovienna wrote:

      I installed Meta AI for testing and I connected it to my same account, before I found this issue.

      You can check this by logging in with a different account.
      If this works fine, your problem is probably related to the installation.

        valentinoviennaAuthor
        Up and Coming
        August 26, 2025

        what should I check exactly?

        Meta Horizon with the account of my girlfriend works perfectly. 

        I already said that I used my account in 3 different devices and I had the same issue.

        The issue is Meta Horizon, not Meta AI. I do not even own Meta Glasses yet.

        valentinoviennaAuthor
        Up and Coming
        August 26, 2025

        I am asking for a solution, not for an advice to wait.

        MetaStoreHelp
        MetaStoreHelp
        Community Manager
        August 26, 2025

        Hey there valentinovienna,

         

        We understand that app issues are holding back your Metaverse experience, and we're keen to see what we can do to help following the troubleshooting steps you've tried so far.

         

        So we can look into this further, please get in touch with us over Private Message, and we can follow up with you!

        If you're the author of a thread, remember to mark a reply as the Accepted Solution to help others find answers!
        valentinoviennaAuthor
        Up and Coming
        August 26, 2025

        I already did it. And I am still waiting for an answer.

        MetaStoreHelp
        MetaStoreHelp
        Community Manager
        August 26, 2025

        Thanks for getting back to us. 

         

        Unfortunately, we haven't received a private message from you just yet. 

         

        Please click here to send a message. You must be signed into your account first in order to send us a private message. 

         

        Hope to hear from you soon!

        If you're the author of a thread, remember to mark a reply as the Accepted Solution to help others find answers!
        valentinoviennaAuthor
        Up and Coming
        August 26, 2025

        ok private message sent.

        MetaStoreHelp
        MetaStoreHelp
        Community Manager
        August 28, 2025

        Please could you let us know which phone that you are using as this can be the compatibility issues when the meta Horizon app needs to be updated. Please check the link here for the compatibility of your phone. 

         

         

        If you're the author of a thread, remember to mark a reply as the Accepted Solution to help others find answers!
        valentinoviennaAuthor
        Up and Coming
        August 28, 2025

        I installed the app on>

        1. iphone 11
        2. Samsung A13
        3. Xiaomi Redmi note pro+

        Same error on each of them. The last one is the one I use usually. No error of such kind until mid of august. 

        valentinoviennaAuthor
        Up and Coming
        August 28, 2025

        I really wonder how meta support analyzes the issues. On the private message you proposed me a factory reset of my headset, while it is clear that the issue is on the handy. 

        Now you argue if my handy is compatible, while it had no error until 1-2 weeks ago. 

        the meta horizon app is updated. I deinstalled and reinstalled. (I already wrote that!)

         

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