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Meta Quest App login loop on iPhone - unable to use Quest 3

BloodDragon
Honored Guest

Hi I was just hoping for some tips or help.  Meta Quest App is on a login loop, so I can't start pair my headset and start using device.

I tried asking support, however my experience was:

Response 1: Waited 24 hours and was asked for Device Model (Quest 3) and my name and email - all of these details and serial number were in my original ticket request!!
Response 2: Waited 30 hours, and I was asked to check my iPhone iOS version - I had already specified that all my software and iOS was up to date (v15.8.2).  I was provided a link to check phone compatibility and my phone was in the list, support didn't even read their own link!!

At this stage it feels like Support aren't really trying to help, they are just trying to whip through emails without actually looking into my account their end and solving this issue.

Their next response will be something like have you tried 'rebooting your phone' or 'reinstalling MetaQuest App'.  And yes I have worked through everything!  I even worked through ChatGPT's advice, which was actually more useful than support here so far, and instant!

This is day 4 now, and I will return my device if I can't get it working by day 7, and it takes 24 hours for support to ask 1 basic new question each time, even though I specified all the things I have tried.

I told support in my email:

To save you asking basic questions so we can move quickly:
- my iPhone 6 is fully updated, so is the Meta Quest App
- I have tried clearing cache and cookies in Meta Quest App (advice in this forum)
- I don't have any adblockers, and turned off those in Safari (advice in this forum)
- I turned on Location Services (advice in a YouTube video)
- Logging in with email is an infinate loop after typing in the correct code from email
- Logging in with Facebook fails saying "unexpected error, please try again later"
- I have tried rebooting iPhone and I have tried reinstalling Meta Quest App
I mentioned all that to support, and the reply was "check my iOS version" or try another phone!  I don't have another and can't buy a new phone because I spent all my money on this Quest 3.

Can anyone please off me some me real support here?  Or should I return my Quest 3?

1 ACCEPTED SOLUTION

Accepted Solutions

Perfect- thank you for sending that PM! We'll be along shortly to gather some account details!

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

View solution in original post

7 REPLIES 7

MetaQuestSupport
Community Manager
Community Manager

Hey there! We appreciate you reaching out here, while we wish it were under better circumstances! Firstly, we want to thank you for sticking it out and being so patience with our support process! And your detailed information of what you've already tried and provided is also appreciated, to help us cut to the chase.

 

Your troubleshooting has indeed been thorough- however, we would agree that we'd like to have you try signing in to the Meta Quest app on a friend's phone, or any other available mobile device. This is key in narrowing down where the issue may be coming from- and may help you get started in VR sooner! 

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

Thank you kindly for your quick response, I really appreciate it 🙂

I can see why you would suggest to try another phone, however I have just moved towns, and my only friend here prides themself on never having logged into to Facebook on their phone, nevermind Meta, for privacy reasons.  And to be honest if a friend asked me to login to Facebook or Meta on my phone, I would politely decline cause then my account would be associated with theirs...

I intend to use Meta Quest 3 with the PC only.  My PC has WIFI and BLUETOOTH, can I pair this Quest 3 with the PC APP?

I neglected to mention, that when I login to Meta Quest Account Centre, I can see all of my login attempts, and the attempts from my iPhone 6+ come up as successful logins.  Since I am not the first person to have this problem, is there any way to check the debug information on my logins, to determine why Meta Quest App on the phone goes straight back to 'enter email' straight away, after successfully entering email and code/password?  Or logging in with Facebook credentials always says "Unexpected error, please try again later"?

Is the only option I have, to buy a new cheap $99 android phone just to pair this device ONCE, then return the unwanted phone?  Or is there something simple that I am missing?

We love to help where we can- and if we can turn an unpleasant situation around, we aim to try! Every Quest headset must be paired to the mobile app first, regardless of whether you wish to also use the Quest Link PC app- that makes this tricky. We agree that your iPhone itself shouldn't be the problem, necessarily- if the root cause has something to do with your iPhone 6+ in a way we can't determine at present, an unused phone would be the thing to help rule it out.

 

Congrats on the move! That does understandably make pairing to another mobile device difficult. With regard to using a friend's phone, you absolutely don't need to worry about forever being entangled with their phone, nor theirs with your account! A simple Factory Reset of the headset will unpair the headset from their phone, and your account information would be simple to delete from their phone as well.

 

However, the simplest path would be to not need someone else's device at all! To check any of your account information, we'd need to have you send us a Private Message, to keep all of that account stuff private between us. If you don't currently have a Facebook account linked to your Meta account, though, you won't be able to sign in with the Meta Quest app using the "Sign in with Facebook" option. Normally the "Sign in with email" should be the right one. 

 

That being said, linking your Facebook via the Account Center, then attempting to use the Facebook option, may be a worthwhile step to try. If not, feel free to send us a PM so that we can see if your account information holds any clues!

 

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!

Thank you again for the prompt reply 🙂

I did try this in my Facebook App on the iPhone - "linking your Facebook via the Account Center, then attempting to use the Facebook option, may be a worthwhile step to try. If not, feel free to send us a PM so that we can see if your account information holds any clues!"

I have sent a PM request to look further into my account.  Thank you for your support 🙂

Perfect- thank you for sending that PM! We'll be along shortly to gather some account details!

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

Thank you very much for sorting out my account!  You made my day! Many blessings!  Thank you!

It makes me so happy to see that our social support team was able to help you get your account all sorted out @BloodDragon! Thanks for updating your post. 😁

Since you're back in and ready to go now, make sure you check out the other boards here on the forum! I'd love to hear about some of your favorite things to do in VR, and you can post about that in VR Experiences. If you have any thoughts on VR in general, you can put those in Talk VR. Looking forward to seeing you again!

Make sure you smash that Kudos button!
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