Ray-Ban Gen3 translation

Title: Ray-Ban Meta Gen 3 – Meta AI Missing, Replaced by Voice, and Regional Restriction Despite Being in Spain

I am raising an issue that appears to be affecting multiple Ray-Ban Meta owners internationally and requires investigation by Meta’s technical team.

Background

My colleague and I purchased Ray-Ban Meta Wayfarer Gen 3 glasses from an official Ray-Ban store in Barcelona, Spain.

Both pairs were purchased specifically for Live Translation, which the salesperson confirmed would work.

Both were activated in Spain. We are currently in Mallorca.

The problem

My colleague’s glasses work perfectly, including Live Translation and Meta AI.

Mine do not.

Despite both devices running the same firmware and Meta AI app versions, there is a significant difference in the settings:

• Working device: Experiences → Meta AI
• My device: Experiences → Voice

The Meta AI menu is entirely missing from my glasses’ settings.

When attempting to use Live Translation or asking “Hey Meta, what can you see?”, I receive:

“The feature isn’t available yet in your region.”

Both of us have South African mobile numbers and Apple accounts. My colleague’s iPhone region is set to South Africa, yet his Live Translation works.

This strongly suggests that the iPhone’s regional setting alone is not responsible.

Troubleshooting completed

• Factory reset of the glasses
• Complete removal and reinstallation of the Meta AI app
• Bluetooth unpairing and re-pairing
• Verification of the latest firmware
• Verification of matching app versions
• iPhone region changed to Spain
• Location Services and Precise Location enabled
• Background App Refresh enabled
• Low Power Mode disabled
• Testing on Spanish Wi-Fi and mobile data

None of these steps has resolved the issue.

Other reported cases

I have found similar reports from users in the United States and other countries describing Meta AI disappearing from the glasses’ settings, being replaced by Voice, or receiving incorrect regional restriction messages.

Examples:

https://www.reddit.com/r/RayBanStories/comments/1hq80w3

https://communityforums.atmeta.com/discussions/ai-troubleshooting/rayban-meta-glasses—ai-not-available-in-us/1352473/

https://communityforums.atmeta.com/discussions/ai-troubleshooting/ai-features-stopped-working-on-meta-raybans/1350206/

Request to Meta Engineering

Please investigate the following:

1. Why does one Meta account have access to Live Translation and Meta AI while another, using equivalent hardware and software in the same location, does not?
2. Why is Meta AI missing from Experiences and replaced by Voice?
3. Is the affected account incorrectly classified under an unsupported region?
4. Can Meta verify the account’s regional eligibility and feature availability?
5. Is this a known software or account-provisioning issue, and is a fix available?

I am not requesting another factory-reset procedure. That has already been completed without success.

I am requesting an account-level technical investigation and escalation to the appropriate engineering team.

I would appreciate a response from Meta Support, together with a case reference number and a practical resolution.

Thank you.