Phone: (844) 857-0010 | Email:


“Whoops! We’re having trouble connecting to your device” What do I do?

If you receive this error message, you should check to make sure you have taken the following steps...

  • Power on the VR phone
  • Connect the VR phone to WiFi
  • Open the PlayVR app

If you take the steps above and still receive the same error message, you can play a VR experience manually by selecting an option from the menu on the VR phone. After opening PlayVR and selecting your desired experience, you will see a prompt that instructs you to insert the device into your GearVR. The visuals will start after you put the headset on your head.

If your iPhone continues to have trouble connecting to the VR phone in the future, please contact us by email ( or phone (617-455-5377).



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