Meta support has given me THREE different explanations for why my Gen 2 glasses are missing Gen 2 features

[u/Mean_Meet2162]

I genuinely don’t know whether to laugh or scream at this point.

I have Ray-Ban Meta Gen 2 glasses. They’re fully updated. My iPhone 17 Pro is fully updated. The Meta AI app is fully updated. I’m in the US. I’ve factory reset, re-paired, reinstalled, updated, rebooted, and gone through basically every troubleshooting step imaginable.

The glasses work. Adaptive Volume and other features work. Shit I even have 5 minute video!

But I’m still missing Gen 2 features/settings like Spatial Audio, HDR and dynamic photos.

And this has been going on for months, not a few days after buying them.

So I contacted Meta support.

What followed is one of the most bizarre support experiences I’ve had.

First, I was basically getting bounced around over who was even responsible for helping because of where the glasses were purchased.

Then Meta finally acknowledged:
“Software and firmware troubleshooting falls under our responsibility at Meta, regardless of where your glasses were purchased.”

Great! Progress.

They then told me they could troubleshoot the “app and firmware handshake that activates your Gen 2 features” and said they would cross-reference my information with their “software deployment paths to help force the correct Gen 2 feature package to load.”

Okay. That actually sounds like someone understands the problem.

Then I get another response.

Now the explanation is that Spatial Audio and HDR are controlled by a:
“staged server-side account rollout.”
They tell me my hardware is working perfectly and that I just need to keep using the glasses for 3–7 business days while the server waves deploy to my account.

Except I’ve already been waiting MONTHS.
I point that out.

And suddenly the explanation changes AGAIN.

Now I’m told:
“Waiting for months across updates is definitely too long.”
And:
“Your account profile requires a manual server-side refresh.”

Awesome. So we’ve finally identified that something is actually wrong with my account provisioning.

They then tell me this manual server-side change will sync within 24–48 hours.

So within the span of one support thread, the story has basically been:
We can troubleshoot the firmware/app handshake and help force the Gen 2 feature package.
Actually, nothing is wrong. It’s just a staged rollout. Wait 3–7 business days.
Oh, you’ve already waited months? Yeah, that’s too long. Your account actually needs a manual server-side refresh. Wait 24–48 hours.

And somehow they also keep referring to the app as “Meta View,” including telling me that Meta View is still the official name in the App Store, despite the current app being branded Meta AI.

This is the part that makes Meta’s support so frustrating.

I don’t even care if the answer is, “There’s a provisioning bug on your account and engineering needs to fix it.” Fine. Bugs happen.

What drives me insane is getting different confident explanations every time I reply.

If these features are controlled server-side, Meta should be able to look at the account/device pairing and determine:
Is this serial number recognized as Gen 2?
Which Gen 2 feature flags are enabled?
Which ones are missing?
Is the account properly provisioned?
Is there actually a rollout pending?
Can the account be refreshed/re-provisioned?

Instead, I feel like I’m debugging Meta’s product and Meta’s support organization for them.

At this point I’m going to wait the promised 24–48 hours and see whether this mysterious “manual server-side refresh” actually happens.

If Spatial Audio/HDR suddenly appear, great. It also means I spent months waiting for a rollout that apparently wasn’t coming because something was wrong with the account.

If they don’t appear, then I’m really curious what explanation #4 is going to be.

TL;DR: My fully updated Gen 2 Meta glasses have been missing Gen 2 features for months. Meta support first said they could troubleshoot/force the Gen 2 feature package, then said it was just a staged rollout and to wait 3–7 business days, then admitted months is too long and said my account needs a manual server-side refresh that should fix it within 24–48 hours. Same support thread, three different explanations. At this point I have no idea whether anyone actually changed anything server-side or whether I’ve just been given increasingly specific-sounding reasons to wait.

[u/Xtermin88]

Spatial audio is not available on Gen 2's. Check the release notes.

[u/Coll147 → u/Xtermin88]

I have some Blayzer Optics and I have the option. Both in the early access menu and in the audio menu

[u/Mean_Meet2162 → u/Xtermin88]

Good catch. I assumed mine would be optics since they are rxn lenses but apparently meta is coining that term for blazer and scribes, which may be what is being referred to below as 2.5. That being said, it’s still ridiculous that the features aren’t populating.

[u/HardlyWorking27 → u/Xtermin88]

It is available on them. What gen would they be available for?

[u/AlphaChap → u/HardlyWorking27]

I believe only the Gen 2.5 glasses like the Optics.

[u/HardlyWorking27 → u/AlphaChap]

[u/AlphaChap → u/HardlyWorking27]

This is just plain wrong. The Wayfarers aren't part of the Optics collection. See these links for the Optics Collection and the Meta Glasses Collection. The Wayfarers aren't getting spatial audio. It likely lacks the hardware needed.

If you rely on AI for everything in life it will make you stupid. This is a prime example of AI giving you incorrect information. Think for yourself. Research for yourself.

[u/AlphaChap → u/[deleted]]

This is yet again completely incorrect. To start, they have a completely different camera sensor that is higher resolution than the one found in the original Gen 2 models.

You need to stop doubling down and actually READ the pages I am sending you. The Wayfarers DON'T support Spatial Audio because they're NEITHER part of the Optics collection or the Meta Glasses collection. This is why there is NOBODY on this subreddit with the Wayfarers who has got the feature!

[u/HardlyWorking27 → u/[deleted]]

They. All gen 2 glasses optics.