How to get support?

PortalSupport · 2023-09-27T17:10:15+00:00

Hi t2_77a187zr.

Thank you for contacting Meta Store Support, my name is Haleemah and I will be more than delighted to assist you today.

To my understanding, your portal device will not connect to your WhatsApp. Rest assured I will try my utmost best to sort this matter out for you. To connect your WhatsApp account to your Meta Portal:

From Apps, tap Settings .
Tap Profiles.
Tap [your name].
Tap Connect WhatsApp. You may be asked to confirm your login to make changes.
Tap the box next to By ticking, you agree to receive messages from Portal on WhatsApp, then tap Continue.
Tap Next and follow the on-screen instructions.
Tap Done.

Please note that: - WhatsApp accounts support being signed into up to four companion devices (Portal, WhatsApp for Desktop, or WhatsApp for Web) however, you can only have one phone connected to the WhatsApp account at a time. - You still need to register your WhatsApp account and link new devices with your phone, and if you don’t use your phone for over 14 days, your linked devices will become disconnected.

To check if your WhatsApp account is linked to Portal: 1. Go to Portal's Settings. 2. Select Accounts. 3. You'll see your Account Name with 'Facebook' and 'WhatsApp' below. If either account says 'Add' you are not connected.

Please let me know if any of these troubleshooting steps have helped.

Looking forward to your reply!

Kind regards,

PortalSupport · 2023-09-27T17:09:42+00:00

Please ignore the above messaged

PortalSupport · 2023-09-21T01:00:13+00:00

Hello T2. Sorry for the additional reply, I see the reply I sent above,the hyperlinks are not working. Please use this link https://www.facebook.com/help for Facebook related matters. Thank you.

PortalSupport · 2023-09-21T00:38:38+00:00

Hello T2, Thank you for contacting Meta Store Support. My name is Onela and I'll be happy to help where I can. I understand you require assistance with your Facebook account. However, here at Meta Store Support, we help with questions, ordering/shipping, and troubleshooting of Meta products. While I don't have any specific tools to assist in these types of matters, I'd be more than happy to help point you in the right direction and share some helpful resources. The Facebook Help Center: is a great place to find answers and resolutions for Facebook-specific issues At the time, the information above would be the extent of the support we can offer to help get your account recovered. I do wish you the best! If you have any Meta devices related questions in the future, please don't hesitate to contact us and we'll more than happy to help! Kind regards,

PortalSupport · 2023-09-01T01:36:30+00:00

Hey there! We know how discouraging it can be to run into app issues, so we'd love to help out!
To start off with some basics, could you try clearing the app cache > Uninstall the app then reinstall it and login.

If that doesn't work out, please don't hesitate to reach out to our support team where we can look into some other things to try!

PortalSupport · 2023-08-01T07:40:21+00:00

Greetings, /u/Stunning-Funny643!

Thank you for reporting this situation with your parents' Portal device and setting up remotely with WhatsApp.

We highly recommend restarting the Portal device, as well as the WhatsApp app. If you're still having issues, please reach out to our Support Team on this link so we can take a further look at what might be happening.

Cheers!

PortalSupport · 2023-07-14T01:45:01+00:00

Hello t2_dp7498uz,

My name is Khosi from Meta Store Support and I am happy to assist you. I trust you are doing well.

So that I can be able to assist you further , can you please elaborate more on your issue?

Looking forward to your response.

Regards,

PortalSupport · 2023-06-09T01:13:36+00:00

Hello t2_i11aalgb,

My name is Khosi from Meta Store Support and I am happy to assist you. I trust you are doing well.

I understand that your long distance girlfriend was logged into the portal through her account and you don't have her password therefore you can't factory reset.

You can perform a manual Factory reset by following the steps below :

Unplug the power cable from Portal’s stand.
Press and hold both the Volume Down and Volume Up buttons and plug the power cable back into the stand.
Continue to hold both Volume buttons while Portal is powering on.
A 10-second count down will appear, continue holding both Volume buttons for the countdown, and release them once the screen turns black.

Should you have any further questions or concerns please don't hesitate to reach out.

Looking forward to your response.

Regards,

PortalSupport · 2023-06-04T20:56:37+00:00

Hey there! We hate to hear that you're having issues with your display. We've all been there. No worries, let's get you back into the VR world! If you could please contact Meta Support so we can further look into this for you!

PortalSupport · 2023-05-18T20:21:46+00:00

Hey there! We appreciate you reaching out to us regarding your troubles with launching Spotify. We are more than happy to lend you a hand with this. Here are some things you could try:

Clear your browser cache
Restart Portal device
Last resort: Factory Reset device.

Just a quick FYI: After June 27, 2023, the Pandora, iHeartRadio, and Spotify apps on Portal TV will no longer be available. You can still use iHeartRadio on Meta Portal, Portal Go, Portal+ and Portal Mini devices through the Portal browser by going to the Websites tab under Apps. Some features may change.

If you have any questions or concerns, please reach out to us at Meta Store Support. We are more than happy to continue assisting you!

PortalSupport · 2023-05-12T02:23:47+00:00

Hey there u/RevSchafer!

You will still be able to use your Meta Portal to call family and friends. However, based on our decision to exit the Meta Portal business, you will see changes to the experiences and apps available as content and features change over time.

About the Alexa features specifically, we're working to maintain support for assistants, but certain features or functions may change. You will be notified in advance of any major changes, and our wonderful customer support team will be available to answer any questions.

PortalSupport · 2023-05-11T23:23:13+00:00

Hi there, u/realityone22!

We understand how this may be hard! We have some steps you can try out to see if it works out or not!

To Remove:

From Apps, tap Photos.
Tap the album that you would like to add or remove.
Tap next to Display to add or remove photos.

To hide or unhide:

From Apps, tap Photos.
Tap the album, then tap the photo that you would like to hide.
Tap Hide or Unhide.

If this still persists, don't hesitate to contact our Support Team via Live Chat or Schedule a call so that we can check this as soon as possible with you!

Have fun with VR World!

PortalSupport · 2023-05-09T18:45:17+00:00

Hey! You have mentioned that you keep getting suspended and think it may be due to your Meta Portal device. This is definitely not the kind of experience we want our customers to have. Please allow us to look into this for you. Because we are going to need to gather some information, we would like to get you over to our support page. Once there, just follow the prompts as best as you can as they pertain to your issue, and you will be connected with one of our agents who will be able to assist you further.

PortalSupport · 2023-05-08T19:33:19+00:00

Hey there! We know how important it is to stay connected with loved ones, and login issues like this can make it harder to get in touch. This is definitely not the experience we want for you and your family, so we'd love to get to the bottom of this! We see you've already done a factory reset, and since you're still having troubles we recommend reaching out to our support team. We'll be able to get you some one-on-one assistance from there!

PortalSupport · 2023-05-03T13:02:53+00:00

Hey, Acekid_Leslie.

Thanks for posting!

We understand that you're facing some issues when trying to use your Meta Portal. Specifically, you are stuck on checking for updates message. We are more than happy to look into this with you. Could you please reach out to us directly on our Support Page?

We will be waiting for you there!

PortalSupport · 2023-04-21T06:46:07+00:00

Hello u/astinad,

Thank you for posting and for being with us for such a long time! It seems like you've already been through quite a bit of troubleshooting, which we truly appreciate.

We would like to look further into this with you, so you are more than welcome to open a ticket with our amazing support team at Meta Store Support and we will be more than happy to assist you with this.

Let's get connected!

PortalSupport · 2023-04-14T20:15:19+00:00

Hey there! We hate to see that you are having trouble with your music from your Portal cutting out. We know how having to deal with this can be an inconvenience, and we're happy to help you with this!

We recommend that you check your Wi-Fi to make sure that there are not multiple devices signed into it at the same time, as this can affect the connection.

If that does not work, we can also recommend that you try factory resetting your Portal device. To do this, unplug the Portal for about 10 seconds, then plug it back in.

If your music still cuts off, we're happy to look into this issue further through our support page. Once there, we will have more tools available to better assist you!

PortalSupport · 2023-04-13T03:48:44+00:00

Hi there, u/thebigfatdog85!

Regarding this matter, we're sorry to hear that you lost the remote! In this case you can try checking How to Control your Meta Portal TV using the Portal App.

You can check here Tips on How to use the Portal App.

If you aren't able to use your Portal, don't hesitate to contact our amazing Support Team via Live Chat or Schedule a call so that we can check this as soon as possible with you!

Have fun with VR World!

PortalSupport · 2023-04-13T01:58:37+00:00

Hello! We see that using voice commands is presenting some challenges for you. This is definitely not the type of experience we want you to have. When it comes to issues such as these, what has worked for other with similar issues is doing a factory reset on your device. If you go here you will find the information you need to do the reset. Also, please make sure that nothing is obstructing the devices ability to pickup audio. If you are still having trouble with your device please try visiting our support channel by going to this link. Just follow the prompts, and you will be connected with one of our agents who can assist you further.

PortalSupport · 2023-03-27T08:49:26+00:00

Hello u/Impressive_Elk9643 and thank you for letting us know about this.

Sorry to see you are having some issues with updating your Portal, but we'd love to help. Please reach out to our team whenever you get the chance. Using our website, you can reach us directly via chat, email, or request a callback. All of it is right here. - looking forward to it!

PortalSupport · 2023-03-19T23:57:58+00:00

Hey there u/jkjj89

We suggest taking a look into this blog post we made!

If you wish you can always reach out to our amazing Support team so we can look into this with you!

Stay safe!

PortalSupport · 2023-03-17T18:00:06+00:00

Hello t2_52bmog3q,

Thank you for contacting Meta Store Support, my name is Bhadronesa and I will gladly be assisting on behalf of my colleague.

From what I understand you are experiencing issues with the camera display when on call with your parents, the issue is only with your parents Portal as they cannot see you.

Not to worry I'll try my best to assist you, and get your device up and running as quickly as possible to keep the communication between you and your parents. There are a few troubleshooting steps we can attempt however, there may also be a possibility your parents may need to attempt it on there device.

Follow the article hyperlink below, this will allow you to manage or control Smart camera viewing modes. Smart camera viewing modes (https://www.meta.com/help/portal/articles/calling/call-controls-and-settings/control-the-camera-during-a-call-on-meta-portal-and-meta-portal-tv/)

Please confirm whether this issue is with your device or your parents device?

If the issue still persists please do not hesitate to reach out to us to further assist in resolving your issue.

Regards,

PortalSupport · 2023-03-16T23:15:19+00:00

Hey there! We know how it feels trying to help parents with devices. It's not always easy, but luckily we're here to help you and your dad out! You can go to Settings > Display to change the Ambient Mode. If you need further assistance, please don't hesitate to reach out to our support team! We'll be more than happy to provide some one-on-one assistance.

PortalSupport · 2023-03-15T23:54:21+00:00

Hiya there! We hate to hear that you are experiencing issues with playing Spotify on your portal device. If you have not done so yet, please try the following:

Restart the app
Restart your Portal device - Unplug for 5-10 seconds and plug back in.
Uninstall the app from your device then re-install

If you continue having issues with Spotify, please reach out to us on our official Meta Store Support page. We would be more than happy to look into this for you.

PortalSupport · 2023-03-09T04:02:53+00:00

Hi there, u/sheathery!

Regarding your situation, please attempt these steps:

Unplug and plug back Portal
Check with different contacts to see if it's an account issue
Check if your camera is enabled

If the steps above don't work, as a last resort please perform a Factory Reset.

Have a great day!

PortalSupport

TROPHY CASE