Apple Vision Pro Buyers Who Forget the Device’s Passcode May Have to Take It Back to Store

Feb 6, 2024

Buyers of Apple's new Vision Pro headset are finding it could be a big hassle if they lose their passcode.

The company is telling users who forget their code — usually a series of digits — that if they want to get it working again they'll have to bring the device to a store or mail it to AppleCare customer support. Apple will then erase and reset it.

The issue is one of the few initial customer-service hiccups associated with the $3,499 (roughly Rs. 2,90,000) device, which went on sale on Friday. The company's support staff is fielding questions from users struggling to set up Optic ID — an eye-scanning tool to log into a device — and the built-in Apple Music app.

Passcode problems can be especially frustrating. When customers enter their passcode incorrectly multiple times, the headset will be disabled. According to guidance given to the company's support staff, if users can't remember their passcode even after the waiting period, they'll need to send it back to Apple for a reset. At that time, all content on the device will be erased.

This is a quirk that is not present in other Apple products. For example, the company's smartwatches have a mechanism that lets users reset the passcode if they forget it.

It's possible that Apple may make software changes in the near future that will allow the passcode to be reset without the need to send the product back. An Apple spokesperson did not respond to a request for comment.

On Apple's community forum, a customer said he spoke to an agent who was inundated with calls about the problem. “Had to deal with a lot of angry customers as they were told their only recourse was to return to the store,” the user wrote. “They said Apple Support was really surprised by this and apologized for not being better prepared.”

One complication with the Vision Pro is that it doesn't have a USB-C port that lets users plug it into a Mac for troubleshooting. The company last week released a special strap for developers to be able to connect the headset to a Mac, but that accessory costs around $300 (roughly Rs. 24,900) and is not meant for consumers.

The Vision Pro is Apple's first major new hardware line since it started selling smartwatches nearly a decade ago. The device isn't expected to be a blockbuster product – partly due to its hefty price tag – but curious customers flocked to the Apple Store over the weekend to try it out. Reception of the product has been generally positive, with reviewers praising its immersive video playback and productivity features.

© 2024 Bloomberg LP

Apple unveiled its first mixed reality headset, the Apple Vision Pro, at its annual developer conference along with new Mac models and upcoming software updates. We discuss all the most important announcements made by the company at WWDC 2023 on the Gadgets 360 podcast Orbital. Orbital is available on Spotify, Gaana, JioSaavn, Google Podcasts, Apple Podcasts, Amazon Music, and wherever you get your podcasts.
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