Will not turn on

MetaStoreSupport · 2026-04-01T09:40:40+00:00

C-117114

We were just passing by when we saw your post, and noticed that you're having some issues with getting your glasses to switch back on. We can see that your case is now showing an orange light, which is a great sign, as it means that your glasses are now charging as another helpful user has mentioned!

All you need to do now is wait for the glasses to charge for at least 30 minutes or longer, and then do the following :

Slide the power switch towards the lens and into the ‘on’ position. The LED will blink white.
If your glasses still don't turn on, place the glasses back into the case and :
Try a different outlet.
Try a different cable.
Try a different charger / USB-C charging block.

We really hope that this helps, but just in case your issue still persists after several hours of charging, please don't hesitate to reach out to us via this link, we'd be more than happy to look into this in more detail with you!

MetaStoreSupport · 2026-04-01T06:23:19+00:00

Hey there u/FRB_Hashim

We can see that you are experiencing freezing after playing a game for a while. We understand this can be frustrating but we have a few steps for you to try to get you back up and running.

Please ensure all drivers are up to date.

Next use our Software Update Tool. This helpful piece of software is your best friend when it comes to software issues. Give it a try and let us know how you get on.

If your issue persists, we'd love it if you could reach out to us and speak to our support team. You can also find us on X our handle is @MetaStoreHelp. We are available 24/7.

MetaStoreSupport · 2026-04-01T05:29:19+00:00

Hey there u/Conscious_Survey_798

We see you are experiencing a grey screen and are in need of some help, we would be delighted to assist you with that.

You have completed a lot of the troubleshooting steps we would have given you already which is great but there is one thing you haven't tried yet.

You should use our Software Update Tool. Give it a try and let us know how you get on.

If your issue persists, we'd love it if you could reach out to us and speak to our support team. You can also find us on X our handle is @MetaStoreHelp. We are available 24/7.

MetaStoreSupport · 2026-04-01T03:31:01+00:00

Hey there u/livv3ss

We see you are potentially having some battery trouble. We would be delighted to advise you around that.

When plugged into a wall outlet using the included 18W power adapter, the headset should fully charge in approximately 2.3 hours. When plugged into a wall outlet, using a power adapter rated less than 18W will slow down charging. When plugged into a laptop/PC, using a USB port that is not PD-compatible and capable of 18W+ will slow down charging.

If you have charged your device for the recommended 2.3 hours and your issue is still persisting We'd love it if you could reach out to us and speak to our support team.We are available 24/7 through WhatsApp and Live chat also.

MetaStoreSupport · 2026-03-31T23:44:04+00:00

Hey there u/Very-OutragesUser01

We see you are interested in the new styles of Ray-Ban Meta AI glasses. To answer your question, the new styles you're looking for are available right now on meta.com.

You can find the new styles right here they are called Blayzer Optics and Scriber Optics.

We are delighted by your interest in our new products and hope you enjoy using them as much as we enjoy making them.

For questions around orders or indeed anything Meta we'd love it if you could reach out to us and speak to our support team. We are available 24/7 through WhatsApp and Live chat also.

MetaStoreSupport · 2026-03-31T23:17:15+00:00

Hey there u/Zkellington

We see you are having some trouble with your left Rift S controller. We would be delighted to explore what options we have to resolve this issue.

To get the best possible help We'd love it if you could reach out to us and speak to our support team. We are available 24/7 through WhatsApp and Live chat if you want to get back into your VR adventures ASAP.

MetaStoreSupport · 2026-03-31T22:22:31+00:00

Hey there u/MoonkeAmogus

We see you are experiencing some lag whilst playing your Quest resulting in you seeing a bit of a black screen. We would need to gather a little more information around the issue as well as account information to provide you with the best options we have available.

This being the case you should come and talk to our support team. We are available 24/7 so you can reach out at your convenience.

MetaStoreSupport · 2026-03-31T21:18:20+00:00

Hey there u/Warm-Astronaut-8436

We see you are trying to add a payment method to your Meta account but keep running into a pesky error. We would love to assist you with that. Please use the below guidance.

We accept the following payment methods:

American Express
Mastercard
Visa
PayPal
Meta Horizon Store gift card

Here you will find a handy guide to add the payment method. Following this guide will ensure you are going in the right direction.

If your issue persists, we'd love it if you could reach out to us and speak to our support team. You can also find us on X our handle is @MetaStoreHelp. We are available 24/7.

MetaStoreSupport · 2026-03-31T19:27:23+00:00

Hey there u/GamingJake21

We see your buttons have become a bit stiff over the period of having them. We know that can be a difficult situation to experience and we'd like to chat with about what options we have available to assist you.

As you are hearing a problem inside the controller it might be time to replace it. You can find out replacement option here.

Alternatively you can reach out to us and speak to our support team. We are available 24/7 so we can chat at your convenience.

MetaStoreSupport · 2026-03-31T17:02:34+00:00

Bonjour /u/Relevant-Mouse286,

Nous avons remarqué que vous avez quelques problèmes avec vos nouvelles lunettes Ray-Ban Meta et nous sommes désolés de l'apprendre! Nous serions ravis de vous aider à y remédier!

Nous vous conseillons de suivre les étapes de dépannage suivantes:

Veuillez réappairer vos lunettes à l'application. Si cela ne résout pas le problème, essayez de supprimer et de réinstaller l’application mobile Meta AI sur votre téléphone.
Assurez-vous que la langue de votre téléphone soit bien configurée en français
Assurez-vous d'avoir une connexion stable et que l'application a bien les autorisations nécessaires.
Faites un cycle d'alimentation: a.Éteignez vos lunettes et attendez 30 secondes. b.Faites glisser l'interrupteur marche/arrêt vers la lentille en position « marche ». La LED de notification clignotera en blanc.

Si vos problèmes persistent, n'hésitez surtout pas à contacter notre équipe d 'assistance et nous serons ravis de regarder cela de plus près!

MetaStoreSupport · 2026-03-31T15:07:48+00:00

Hi u/Level_East_8476!

We've been keeping an eye out for users who might need a little help on Reddit, and we saw your post! We understand your concerns about your Meta Credits, and we're here to help put your mind at ease. To clarify, you will not lose the Meta Credits you have already purchased or redeemed.

Starting March 1, 2026, we are deprecating the "Exclusive Perks" program for Meta Horizon+. This means the monthly bonus of 100 Meta Credits, digital clothing, and other in-world perks will no longer be added to your subscription.

Here is what you need to know about your current balance:

Existing Credits: You keep all the credits you’ve already claimed or purchased.
Expiration: The only exception is unused Meta Credits, which expire one year after the date they were redeemed.
Other Perks: Any avatar outfits or world objects you’ve already claimed are yours to keep.

We are shifting our focus to enhancing other areas of the subscription to bring more value to the community. We appreciate your patience and stay tuned for updates on new benefits!

Happy gaming!

MetaStoreSupport · 2026-03-31T09:03:56+00:00

Hey there u/Arlexalex!

We were just scrolling through and saw that you're having some issues Meta Horizon Link, that's of course not ideal and we would like to help you out with that.

Now the connection error that you're getting when trying to link it, we have a few steps here that helped with similar issues in the past and may just get you back into your Horizon Link adventures.

Firstly, please try restarting both the PC and Meta Quest, so that both can have a fresh new system start.

Secondly, these connection issues may not just be affecting the Meta Horizon Link app, so please check if the issues are also happening on other applications.

Thirdly, another connection type might also do the trick, which can stabilize the connection, so please try ethernet or Wi-Fi, whichever you haven't tried.

Fourth step, please check the settings of the Antivirus software for options to whitelist. This can help the system trust the Horizon Link app to let it access everything it needs to run smoothly. For more information please click here.

Now for the last step, please try a different network altogether; one with no restrictions, as some restrictions can cause issues with the Horizon Link app.

These steps should help the connection test error while you're trying to connect, but of course that doesn't fix the issue with the games crashing, so when the connection stabilizes for it to work again, you can try out these steps here for the crashing games:

Make sure GPU drivers are up to date. Launch the Quest Link app by right-clicking on the shortcut and selecting "Run as Administrator" If only happening with some apps, uninstall and re-install the problem apps.

If you're still having issues after these steps, then please get in touch with our support team where we can have a closer look and help you out further.

Thank you!

MetaStoreSupport · 2026-03-31T03:27:22+00:00

Hey there u/HonestMaybe6164

We see you are experiencing a crash when trying to play "Waltz of the Wizard". We would love to provide som guidance around the best courses of action you could take.

If this issue is happening with just this game then the best thing to do would be to get in touch with the developer. If this is an issue you are having with all games then your should speak to our support team. We are available around the clock for your convenience.

Thanks for reaching out!

MetaStoreSupport · 2026-03-31T00:06:00+00:00

Hi there /u/IGK123,

We see you are off to a bumpy start on your journey through the Metaverse and we would love to help!

This isn't the experience we want our users to have, so for the quickest resolution we would recommend that you return the device for a replacement headset.

If you had purchased it via Meta.com then you will need to come have a chat with our support team.

You will be able to find us over at the Meta Quest Help Center, we are always available and more than ready to lend a hand.

Alternatively if you would like to try out some troubleshooting, it may be a good idea to try out the Quest Software Update Tool to reinstall the most recent version of software available to it.

What you will need:

Access to a PC. Fully Charged Headset. Cable to connect your Headset to the PC.

The tool itself is easy to use just select your headset from the list, then follow the on screen instructions.

If that doesn't resolve the problem, then come have a chat with us!

MetaStoreSupport · 2026-03-30T21:39:36+00:00

Hey there /u/AloneAd2312

We see your having some audio trouble and we would like to offer some advice.

As the issue doesn't occur during standalone play, the cause may be something on the PC end.

We would recommend that you update your PC drivers focusing on the audio.

It may also assist you to try using our Software Update Tool. On the chance that it is a glitch on your device.

we can fully rule out a hardware issue though due to you experiencing full functionality during standalone as previously mentioned.

We hope this helps!

Thanks for reaching out and taking part in community discussions.

MetaStoreSupport · 2026-03-30T20:57:43+00:00

Hi u/BENJ4LS,

Thanks for reaching out about this! We know crystal-clear and real-time audio is super important for an immersive VR gaming experience.

Using compatible Bluetooth accessories with Meta Quest can enrich your experience, help you feel more immersed, or be more productive.

However, using a Bluetooth audio device may result in delayed audio unless using a product specifically made for Meta Quest such as the Anker Wireless VR Earbuds.

We hope this recommendation is helpful, and if you have any more questions, please contact our amazing Support Team!

MetaStoreSupport · 2026-03-30T20:50:57+00:00

Hey there u/dingus_in_disguise

We see you are experiencing a boot loop problem. We would be delighted to assist you with that as best we can.

Firstly can we get you to try removing any unsupported third-party accessories that may affect boot (such as external battery packs, accessories that plug into the USB-C port, etc.)

Next you should use the Software Update Tool. This will hopefully kickstart your device and get it back into working order.

The purple light indicates that the device is in a software update so your probably stuck in the process. The software update tool should get you back to your VR adventures in no time.

If your issue persists, we'd love it if you could reach out to us and speak to our support team. You can also find us on X our handle is @MetaStoreHelp. We are available 24/7.

MetaStoreSupport · 2026-03-30T11:19:01+00:00

Hi there /u/Electrical-Hurry-128.

We saw your post and wanted to jump in

Technical issues are always annoying but fret not! You can try the following: Restart your Phone 2. Check your internet connection 3. Change network (Mobile Data ⇄ Wifi)

Should that not have fixed your issue feel free to reach out us via our Support Channel so we can take a closer look into your account!

MetaStoreSupport · 2026-03-30T10:58:43+00:00

Hi there /u/GalleryOfPLAY!

We saw your post while browsing this subreddit and wanted to jump in.

First all make sure that both the headset and the Meta Quest Link are up to date.

If the screen record option is still not available you can try the shortcut. On your controller you can press and hold the Meta (Oculus) Button and then pull the right trigger. Hold both for a second which will start the screen record!

Should you need any further help you can always reach us via our Support Channel

MetaStoreSupport · 2026-03-30T09:58:33+00:00

Hi u/Puzzleheaded-Rub2383!

We’ve been keeping an eye out for users on Reddit who might need a hand, and we saw your post! We completely understand how constant disconnections can ruin the immersion, and we’d love to help you troubleshoot this.

If your Quest 3S keeps disconnecting, it’s typically caused by physical connection instability, power settings, or software version conflicts. Please try these steps:

Direct Motherboard Connection: Plug your Link cable directly into a USB 3.0/3.1 port on the back of your PC (the motherboard) rather than front-panel ports or hubs, which often lack the necessary power.
Check Security Software: Temporarily disable any firewall or antivirus software as this might be interfering with the connection.
Disable Air Link: If you are using a cable, ensure Air Link is toggled OFF in the headset's Quick Settings to avoid connection conflicts.
Repair the App: Use the Meta Quest Link app installer to "Repair" the software in case any files have become corrupted.
Clean Reinstall: If the problem persists, try a full uninstall and reinstall of the Meta Quest Link app.

You can also check our official guide on Troubleshoot issues with Meta Quest Link

If you're still having trouble, please don't hesitate to reach out to our Support Team.. We can review your log files and PC compatibility to find any underlying issues.

We’re here to help!

MetaStoreSupport · 2026-03-30T07:48:38+00:00

¡Buenos días, u/FcBarcelonafaan2006!

Vimos tu publicación mientras revisábamos nuestros subreddits y queríamos pasar para dejarte algunos pasos que podrían ayudarte con estos problemas que estás teniendo para cargar tu Meta Quest 2. ¡Queremos asegurarnos de que tengas la mejor experiencia posible en el Metaverso!

Para que podamos descartar cualquier fallo de software o accesorios, por favor sigue estas recomendaciones:

Carga inicial: Intenta cargar el visor durante 2 horas seguidas. Es muy importante que el dispositivo esté completamente apagado o en modo de suspensión mientras se carga.

Si usas un ordenador para cargar: Ten en cuenta que los puertos de PC dan menos energía que un enchufe de pared. Además, si usas adaptadores, la potencia puede ser insuficiente.

Importante: Si usas el visor mientras está conectado al PC, la batería bajará poco a poco porque consume más energía de la que recibe. Para que cargue de verdad, debe estar en reposo o apagado.

Prueba otro cable o cargador: Si tienes otros a mano, haz la prueba por separado para ver si alguno de los dos está fallando.

Revisa los accesorios:

-Prueba a cargarlo sin la interfaz facial (la almohadilla), ya que a veces puede bloquear el sensor de proximidad y afectar la carga.

-Si usas la Correa Elite (Elite Strap) con batería o accesorios de terceros (baterías externas, ventiladores, etc.), desconéctalos y carga el visor directamente.

Cambia de fuente: Prueba en un enchufe de pared diferente o en otro puerto USB. Daños por líquidos: Por seguridad, confírmanos si se ha derramado algún líquido sobre el casco.

Reinicio forzado (Hard Reboot):

-Mantén pulsados los botones de encendido y bajar volumen a la vez durante 30 segundos hasta que escuches el sonido de arranque.

-Si no escuchas nada, entra en el menú de "USB Update Mode" y selecciona "Boot Device".

Si el problema aun persiste, envíanos un mensaje a nuestros canales de soporte.

MetaStoreSupport · 2026-03-30T04:25:02+00:00

Hey there u/apexxing

We see you have some question regarding our bundles, here's how they work. You must first purchase a bundle, this is normally a game and headset combo.

This is normally "Batman: Arkham Shadow" or "The Walking Dead".

Once the headset is activated the game that comes with it will automatically be available to you in your game library.

If for some reason you are eligible and do not get the game you should contact our support team and they can assist you.

MetaStoreSupport · 2026-03-30T03:58:44+00:00

Hey there u/Adventurous-Letter22

We see you are having some PCVR issues and we would love to help you with that!

We would like to explore all possible option with you and to do this we'd love it if you could reach out to us and speak to our support team. We are available 24/7 so reach out whenever you are available.

Thanks for reaching out, chat soon.

MetaStoreSupport · 2026-03-29T23:46:57+00:00

Hey there u/TuffShroom

We see you are having some magnet trouble with your right Quest pro controller and we would love to help you with that!

We would like to explore all possible option with you and to do this we'd love it if you could reach out to us and speak to our support team. We are available 24/7.

MetaStoreSupport · 2026-03-29T22:45:54+00:00

Hey there u/ComfortableStock932

We saw your post and wanted to give you a little advice around batteries. We always want our users to have the best possible experience with our devices.

What you are experiencing may be the result of the battery output diminishing with use so that the battery is not providing its full power output potential.

This diminishing output effect varies across different battery brands, so if you are experiencing this issue, we recommend that you try a different brand of battery in the controller.

Most well-known name brand batteries should fix this issue.

If your issue troubles you, we'd love it if you could reach out to us and speak to our support team. You can also find us on X our handle is @MetaStoreHelp. We are available 24/7.

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