When customers input the passcode incorrectly too many times, the headset will become disabled.
Buyers of Apple’s new Vision Pro headset are finding it can be a major hassle if they lose their passcode.
The company is telling users who forget their code — typically a series of digits — that they’ll have to bring the device to a store or mail it to AppleCare customer support if they want to get it working again. Apple will then erase and reset it.
The issue is one of a few early customer-service snags surrounding the $3,499 (roughly Rs. 2,90,000) device, which went on sale Friday. The company’s support staff also has been fielding questions from users struggling to set up Optic ID — an eye-scanning tool for logging into the device — and the built-in Apple Music app.
The passcode problem could be particularly frustrating. When customers enter their passcode incorrectly too many times, the headset will be disabled. If users still can’t recall their passcode after a waiting period, they’ll need to send it back to Apple to be reset, according to guidance given to the company’s support staff. At that point, all content on the device will be erased.
It’s a quirk that doesn’t exist with Apple’s other products. The company’s smartwatch, for instance, has a mechanism that lets users set it up again if a passcode is forgotten.
It’s possible that Apple makes software changes in the near future that would allow the passcode to be reset without needing to send the product back. An Apple spokeswoman didn’t respond to a request for comment.
On Apple’s community forum, one customer shared their experience of speaking with an agent who received numerous calls about the problem. The user reported that the agent had to handle many frustrated customers after informing them that returning to the store was their only option. The agent also mentioned that Apple Support was unprepared for this situation and apologized for the inconvenience.
A complicating factor with the Vision Pro is the absence of a USB-C port, which would allow users to connect it to a Mac for troubleshooting. Although the company recently released a special strap for developers to attach the headset to a Mac, priced at about $300 (roughly Rs. 24,900), it is not intended for consumers.
The Vision Pro marks Apple’s first significant venture into a new hardware category since the introduction of smartwatches nearly a decade ago. While it may not become a blockbuster product, partly due to its high price tag, curious customers have flocked to Apple stores to experience it firsthand. Initial reviews have been largely positive, with reviewers praising its immersive video playback and productivity features.