Imagine the frustration of purchasing a brand-new $3,500 Apple Vision Pro headset, only to encounter the dreaded realization that you’ve forgotten the password. This all-too-relatable scenario recently unfolded for some Vision Pro users, underscoring the universal experience of password woes. However, Apple’s response to this issue left users dismayed, as the company stated that resolving the problem at home was not an option.
On Apple’s official community forums, numerous Vision Pro owners shared their predicament of being locked out of their prized headsets after entering the incorrect device password multiple times. Unlike the Apple ID password, which is familiar to many users, this particular password presented an unexpected hurdle. Disheartened users reached out to Apple Support for assistance, only to be informed that the only solution available was to return the product to the store for a reset, either in-person or through mail-in service. The password dilemma was initially brought to light by Bloomberg.
Upon visiting the Apple Store, affected device owners recounted that employees resolved the issue by attaching a Developer Strap—an additional accessory priced at $300— to the headset. This strap facilitates a USB-C connection between the Vision Pro and a Mac, enabling technicians to erase and reset the device. Notably, the Vision Pro stands as the sole Apple product that lacks a user-friendly reset option accessible from home.
The reliance on the Developer Strap poses its own set of challenges, given that this accessory is exclusively available to members of Apple’s Developer Program and not accessible to the general public. Consequently, new Vision Pro users expressed frustration at the prospect of having to return to the store shortly after making such a substantial investment in Apple’s headset. Notably, the Vision Pro officially debuted for sale in the U.S. just last Friday.
Furthermore, Apple’s support staff appeared ill-prepared to address the issue, as highlighted by a user’s account on the company’s community forums. The user recounted contacting Apple Support in hopes of finding a solution, only to be informed that numerous similar calls had been received that day regarding the passcode bug. The agent acknowledged that Apple Support was caught off guard by the situation and expressed regret for the inconvenience caused to customers.