Troubleshooting

I'm posting here because over two weeks and sixteen agents on Meta Store Support case #09781090 have not resolved two documented software issues with the Ray-Ban Meta Display. I'm a five-pair Meta glasses owner (Ray-Ban Stories, Ray-Ban Meta Gen 1, Oakley Meta HSTN, Oakley Meta Vanguard, Ray-Ban Meta Display) reporting this in good faith so it gets in front of the product team. Issue 1: "Hey Meta" wake word fails when glasses are worn normally Repro: Wear the Display normally and say "Hey Meta" — frequently no response. Physically lift/push the glasses up and away from the face — the wake word registers.Expected: Wake word registers while worn normally, as on my other four pairs. Evidence it's not hardware or phone-specific: Identical behavior on two phones (Galaxy S24 Ultra, Galaxy Z Fold 8 Ultra) and two pairs of the Display, including a replacement. Call audio is fine — the failure is specific to the wake word. Support's own troubleshooting was completed: HD Audio (AAC) toggle does

Did meta remove the celebrity voices from the meta ai app? i can't find the Awkwafina and john cena's voice anymore in the setting.My glasses just restarted and when it told me the battery % I was surprised to hear another voice so I went into the settings to change it back to Awkwafina but all I saw was Low, Medium and High voice option in the US English and honestly I think they sound so bad imo.I already missing Awkwafina's voice TT^TT

I noticed after the latest android update that all but one Celebrity voice has vanished. I had Judi Dench before the update but after she and all but the default male/female and Deepika are gone. I've tired the go-to steps. Cleared cache, unpaired, uninstalled, re-installed, etc. No change.I've seen some older topics about this... anyone get a solution?

I suddenly started experiencing the “glasses camera unavailable try again later” error with my Gen1 Rayban Meta glasses… I have been through support with Rayban  to troubleshoot and after a series of steps, including factory resetting the glasses, I still receive this error message… the notification from the Meta app indicates that the LED indicator light is blocked, but it is not… has anyone experienced this problem with the new software update?

  When I import videos from my glasses, the files are broken. They will not play in the Meta AI app. In VLC they play, but the video looks corrupted, like the attached screenshot.Phone: Unihertz Jelly Star, Android 16Meta AI app: 292.1.0.19.164

I am experiencing a reproducible issue with Meta AI voice playback on my Meta AI glasses.When my iPhone is locked or the Meta AI app is running in the background, Meta AI's voice severely stutters and becomes difficult to understand.Symptoms:- Meta AI voice responses and spoken message/notification announcements frequently stutter.- Instead of speaking a sentence normally, the audio sounds fragmented, for example: “Th…e… me…ssa…ge… is…”- Music playback through the glasses works perfectly without any stuttering.- Regular Bluetooth audio appears to work normally.- As soon as I unlock my iPhone and bring the Meta AI app to the foreground, the stuttering immediately disappears.-Meta AI voice then plays smoothly and normally.-The roblem may return after the phone is locked and the Meta AI app goes back into the background. Steps to reproduce:1. Connect the Meta AI glasses to an iPhone.2. Leave the Meta AI app in the background.3. Lock the iPhone.4. Trigger a Meta AI voice response or a

It's been almost 8 months since I bought my Meta AI Gen 1 glasses in the USA, everything was going very well I had all the functionalities (photo, video, AI, music), but when I traveled to my city of origin (Colombia) a few days later the AI functionality was removed. It's a little frustrating because I think I lost half of my money. Is it possible that it will be enabled soon? Is there any way to enable it?

Hi,I'm using Ray-Ban Meta Gen 3 with an iPhone, and I'm having a severe issue with Meta AI voice responses in Korean.The issue is very easy to reproduce:Meta AI language set to KoreanMeta AI app open in the foreground -> voice responses are completely normaliPhone screen locked / Meta AI app in the background -> Meta AI voice becomes extremely choppy, stutters, and sounds like it is constantly bufferingMeta AI language changed to English -> voice responses are normal even when the iPhone is lockedMusic, Bluetooth audio, and the glasses' speakers work normallyI have already checked:Background App Refresh is enabledLow Power Mode is disabledLow Data Mode is disabledMeta AI app is left running in the backgroundSo this does not seem to be a hardware or speaker issue.It appears to be specifically related to Korean Meta AI voice/TTS when the Meta AI app is running in the background or when the iPhone is locked.Other Korean users seem to be reporting similar symptoms as well.Is Meta

I really want the display on my left lens so I can see more clearly. Or to have the chance to be able to get a prescription lens to this without having to reorder the whole pair of glasses. 

Glasses model: oakley hstn Issue description: My Meta account was previously granted Ray-Ban Meta Early Access and full Meta AI features for these glasses, including Hey Meta voice assistant, visual query and Wi-Fi Aware. After I logged into this same account on a new mobile phone, both the Early Access menu and Meta AI settings for glasses disappeared completely inside the Meta AI App. I have never manually opted out / unsubscribed from the Early Access program. I accidentally paired these glasses with other Meta accounts for testing before. I understand switching accounts may cause permission issues. I promise this pair of glasses will ONLY be bound to this single Meta account permanently. I will NOT switch to any other Meta account to pair the glasses again in the future. I have already tried standard troubleshooting steps: unpair glasses, remove Bluetooth record, factory reset glasses, reinstall Meta AI App and re-pair, but the missing permissions still cannot be restored. How can

Hello.  Perhaps a remedial question yet hoping for some input.  Newly purchased Ray Ban Meta Gen 2.  Connectivity between my iPhone 17 and glasses have been just fine BUT I am unable to now take a phone call.  It’s as if both parties muted.  I hear the call come in and meta tells me who the call is from but I’m unable to converse after answering.  Dead air.   I have already asked meta to unmute and it was followed by a tone.  Any help would be appreciated.  Everything had been working great until now.

Love this glasses, but....When I’m on a call, I find the volume to be very low. When I’m driving, I can’t talk through the glasses and have to switch to hands-free.When I play music through the glasses, the volume is good, but not during calls.Is anyone else experiencing the same problem?For the record, the volume is set to maximum both on the glasses and on the phone.Regards,Mike

I'm experiencing issue with MUSE App, in my case I accidentally selected “This wasn't me” during the security prompt.My existing Muse account was then disconnected, and Muse says it was disconnected to protect my information. The ticket/support mechanism isn't resolving the issue.I still have full access to my Instagram/Meta account. I need my existing Muse account / Secure VM restored, not a new Muse account.Could someone from Meta please escalate this to the Muse account/identity or engineering team? I can provide my account information and screenshots privately.

Hello,Since October 2 the Meta AI app on my iPhone no longer shows my paired Ray-Ban Meta glasses. Until then everything worked fine — the day before I imported videos normally.Now the home screen shows only an ad and the "Add glasses" button, with no glasses status or battery. Settings > Profile shows "Something went wrong — Tap to retry", and retry does nothing. The Accounts Center opens fine.What I have already tried:- The glasses are on and connected to the iPhone via Bluetooth (they receive phone notifications).- Restarted the glasses and the iPhone, and did a forced restart of the glasses (red LED).- Bluetooth, Local Network, Location and full Photos access are allowed for the app.- The app is up to date.- Same problem on Wi-Fi and on mobile data.- Submitted a report from the app with logs.There are unimported videos on the glasses, so I don't want to unpair, log out or reset. How can I get the app to see my glasses again without losing these videos?Thank you.

I ordered a pair of Rayban Meta Gen3 yesterday through the META website. I filled the form with the delivery details etc and after proceeding with the payment, I never received any order confirmation. Maybe there was a typo in the email I entered but I did not get any order number on the confirmation page of the website. After waiting several hours, nothing came to my spams or emails. As I ordered the glasses as a guest, there is NO WAY to find ANY information about my order and the META Assistance portal is so poorly done that you cannot even try to get in touch with a human in order to help you.  I would love to know if someone ever faced the same issue or if any member of the META support team in this forum could reach out in order to help me here. Thanks

Since 29 Sept my Muse shows "Muse is disconnected - We disconnected Muse to protect your information. Submit a feedback ticket to reconnect." The ticket form fails every time with "Something went wrong" (the request returns 403), on desktop, incognito and on my phone over mobile data. The trigger was a Meta Account security lock after I renamed my business Instagram. I've completed account recovery and Security Checkup is now clean. I pay for Muse Power and Muse Code High Usage, and my business is set up on Muse, so this is urgent. I've filed an in-app report: Bug ID ***.

Hi there last month i was on holydays at Las Vegas and I bought my Meta Ray-Ban Display, but they are not working yet, ...... just receive the message "continue setup on mobile" and not allowing to use them.just found out that it seems that they are not working outside of USA,does anybody have more information regarding on when it will be available in Mexico or should y try to apply refund?thanks in advanceMeta message:Let's try to find a solution to your problem! I want to clarify that the Meta Ray Ban Display are meant to be only for the American market, and their features don't work outside the US. I believe this may explain why the glasses were not functioning properly.

Hi everyone,I recently bought a Ray-Ban Meta Gen 2 Wayfarer and my glasses are still on firmware 128.0.0.203.324. I have checked for updates several times, but v129 still does not appear for me.What is strange is that two of my family members also recently bought new Ray-Ban Meta glasses, and both of them received the latest update almost immediately after setting up their glasses.All three glasses, including mine and my family members' glasses, are imported from abroad (grey-market/imported products), so this does not seem to be related to one pair being officially purchased in Turkey and another being imported.My glasses are:•Model: Ray-Ban Meta Gen 2 WayfarerCould someone from Meta clarify:1.Is v129 currently being rolled out gradually to Ray-Ban Meta Gen 2 users?I would really appreciate any information about whether this is expected behavior or if there is an issue with my glasses/account.Thank you!

Posting this because I want other people considering "Advance Replacement" to know what it can actually look like, and because I can't find another thread specifically covering this same situation. The short version: I paid €399 upfront for an Advance Replacement on August 26th. It is now September 24th — a full month later — and I have no glasses, no refund, and no real explanation. Here's the actual timeline with details pulled directly from my support chats and emails. --- Aug 26 — Contacted support about a hardware issue with my Meta Adventurer (Merlot, Clear-to-Ruby Transitions). Agent confirmed I qualified for Advance Replacement: pay the full €399 upfront as a temporary hold, ship a replacement immediately (their words: "if in stock"), and the hold drops once my returned unit is scanned. I agreed, paid, and dropped off my return at DHL the same day. Aug 27 — Checked the tracking for my replacement shipment and noticed it's "processing", then said the delay wa

Hello guys, is it normal to have different serial on the box for meta display and another serial for glasses itself because yesterday I went to Best Buy to return the glasses because my band was little tight and Best Buy return me saying there is two different serial number and can’t process return. Please help me out here 

The glasses connect and I can take photos with them but the minute I put them on my face they lose connection. I have done both resets, cleaned the charging, updated, disconnected it from my phone, deleted and reconnected the app etc.. but even if I physically move the arms outwards they instantly disonnect 

Hi,I’m trying to help my wife set up her new Meta AI glasses, but we are stuck because of what appears to be a Meta account authentication issue.When she tries to log in / proceed with the setup in the Meta AI app, she receives an error saying:“Associated access token is invalid.”Because of this, she cannot log in properly and cannot complete the setup of the glasses.We have already tried:Restarting the iPhone and Meta AI appSigning out and attempting to sign in againDeleting and reinstalling the Meta AI appRemoving the Bluetooth pairing and pairing the glasses againStarting the setup process again from the beginningNone of these steps resolved the issue.At this point, we suspect that the problem is related to her Meta account authentication/access token rather than the glasses themselves.Another issue is that because she cannot log in to her Meta account, she cannot contact Meta Support from her own account. I have also tried contacting support on her behalf, but I keep being directed

El dia de hoy mis lentes se actualizaron y ya no los puedo vincular 

Hi MetaStoreHelp,I need to file a warranty claim / RMA for my Meta Glasses Adventurer, purchased from Bic Camera, an authorized retailer in Japan.The normal Meta support process does not work for me. When I enter my serial number, I receive the message: “Support isn’t available for this device.”I sent a private message to MetaStoreHelp about 36 hours ago, but I have not received a response yet. I’m concerned that my private message may not have been received.Could you please confirm whether you received my PM and help me open a warranty/RMA case?I can provide my receipt, serial number, photos of the defect, and screenshots of the error.MetaStoreHelp​ 

I placed an order on Meta.com as a guest today. I accidentally entered the wrong email address, so I did not receive an order confirmation and I don’t have an order number.My card was successfully charged KRW 860,000 on October 2, 2026.The Meta support page requires an order number or device serial number, but I have neither because the product has not been delivered yet.Could you please locate my order using my payment and shipping information and help me correct the email address?