Participant

Question

Pairing and now reset trouble

20 replies
496 views

Controller wouldn’t pair, resorted to factory reset and now I can’t get past the screen where I’m supposed to pull the tabs out of my controllers. And yes, all batteries are in correctly and are new. I just want to reach support.

MetaStoreHelp

Community Manager

Hey there,

We saw your post and wanted to lend a hand.

Having any type of controller issue when you decide to explore the Metaverse and enjoy your favorite games isn't ideal, so we want to provide some troubleshooting steps. We can see from your message above that the controllers are refusing to pair and that you've already done a factory reset, so if you could follow the steps below that would be perfect:

1 - Power on and put on your headset.

2 - In the headset, either an animation will ask you to remove the pull tabs from your controllers, or a message will tell you that the headset can't locate your controllers.

3 -Put down the headset and wait for five to ten minutes.

4 - Put the headset back on. You should see instructions on how to use gaze functionality in the headset.

If you can't see this message, please contact Meta Store Support for further assistance.

5 - Follow the on-screen instructions to pair your controllers to your headset.

Move your head to navigate menus. To select prompts, use the volume buttons.

6 - Once the controllers are paired to the headset, follow the on-screen instructions to complete the rest of the setup process.

If you need further assistance don't be afraid to reach out to us through PMs as we would be happy to help! 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.

If you're the author of a thread, remember to mark a reply as the Accepted Solution to help others find answers!

M

Maggie1974Author

Participant

I am able to activate the head control and select the Pair Controllers button, but the controllers won’t pair. When I look in the Meta app it says my headset is not connected to wifi. I can see that it is connected to Bluetooth on my phone.

MetaStoreHelp

Community Manager

Hey there,

Thanks for the quick response.

If you could message us privately as that way we can gather some information from you then we can look into this a bit deeper so we can provide you with a more tailored solution! 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.

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!

M

Maggie1974Author

Participant

PM sent last night, thank you.

MetaStoreHelp

Community Manager

Hey Maggie1974. thanks for confirming this.

Unfortunately, we don't appear to have received your private message. Not to worry though, would you mind sending it again?

Alternatively, you can reach out directly to our wonderful Customer Support team where one of our lovely colleagues would be more than happy to look into this for you. They can be contacted via our website.

Let's get you back into the Metaverse as soon as possible!

If you're the author of a thread, remember to mark a reply as the Accepted Solution to help others find answers!

M

Maggie1974Author

Participant

Thank you again. I have, however, sent two PMs now that must not be going anywhere so I would like to communicate right here please and thank you.

I cannot access support via the website you’ve linked as it tells me there is no account linked to my email address, although that sure seems to work when I’m making purchases in the Metaverse. It also tells me the serial # on my headset is not recognized so I am unable to move forward with accessing support.

Please help me.

MetaStoreHelp

Community Manager

Hi Maggie1974, we completely understand you're keen to get this sorted. We are too!

As we'll need to gather some personal information, we'd kindly ask you to either send a private message or contact our Customer Support team. You can contact our Customer Support team here.

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!

M

Maggie1974Author

Participant

Message # 3 sent. If you don’t get this one can you send me a message that I can reply to?

MetaStoreHelp

Community Manager

Hey there Maggie1974, we have just sent you a PM.

Would you mind checking to see if you have received it?

Many thanks!

If you're the author of a thread, remember to mark a reply as the Accepted Solution to help others find answers!

M

Maggie1974Author

Participant

I responded, did you get the response?

MetaStoreHelp

Community Manager

Hey Maggie1974, unfortunately, we have not received your response.

As we need to discuss personal and account information, would you mind sending an email to our Customer Support team so that one of our colleagues can assist you further.

We really appreciate your patience and cooperation whilst we work to get this resolved!

If you're the author of a thread, remember to mark a reply as the Accepted Solution to help others find answers!

M

Maggie1974Author

Participant

I would happily do so. Please provide the email address, thank you.

MetaStoreHelp

Community Manager

Perfect!

We wouldn't be able to provide an email address, however, our Customer Support team can be contacted via the website (https://www.meta.com/help/support)

We hope this helps!

If you're the author of a thread, remember to mark a reply as the Accepted Solution to help others find answers!

M

Maggie1974Author

Participant

How would this help? This is the website that I’ve told you won’t let me move forward because it says I don’t have an account. You want me to email you but won’t provide an address?? I see my responses to your PMs but you don’t? Are you not one of the tech giants??? HELP.

M

Maggie1974Author

Participant

I've sent a PM with my cell using mobile data

I've sent a PM using a PC

I have not gone back and checked my details to log in because I tried that 103 times in the first 4 hours of this journey.

M

Maggie1974Author

Participant

I don't understand why you can't give me an email address so that I can access support. Message me under my profile name in the Meta Horizon app?

M

Maggie1974Author

Participant

I am chatting with them on Whatsapp right now thanks to a link a community member posted in another thread. I don't understand why you couldn't have done that 14 posts ago.

MetaStoreHelp

Community Manager

We're delighted to hear that you've been able to get in contact with our Customer Support team.

We wish you all the best and hope to see you in the Metaverse soon!

Thank you for working with us throughout this process. Your patience and cooperation was invaluable.

Have a lovely day!

If you're the author of a thread, remember to mark a reply as the Accepted Solution to help others find answers!

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