Updated
XREAL Eye feels loose
Applies to XREAL Eye.
XREAL Eye plugs into the glasses and depends on a firm connection for tracking and capture. XREAL's troubleshooting page does not offer a home fix for a module that feels loose: it says to contact customer support. That fits the other Eye problems in XREAL's guide, such as a vanishing display in Spatial Anchor mode and empty captures, which both trace back to the Eye not being seated properly. A loose Eye is worth reporting early, while the warranty is still running.
Official steps
- Contact XREAL customer support.
Steps from the maker's support pages.[1]
Still not working?
When you contact XREAL support, describe how the Eye moves, whether it disconnects during use, and which glasses it is fitted to. Have your order number and the serial numbers of the Eye and glasses ready. Do not force the module or use tape to hold it in place. Contact goes through the form on XREAL's website or support@xreal.com, and the EU store also asks for a fault description with a video or picture, so film how the module moves.
Questions people ask
Can a loose Eye cause other problems?
XREAL links a poorly seated Eye to lost display in Spatial Anchor mode and 0 KB captures.
Is a loose XREAL Eye covered by warranty?
XREAL's warranty lasts one year from delivery. It excludes physical damage and repairs by anyone XREAL has not authorized, so do not try to fix the fit yourself.
What will XREAL support ask for?
The purchase order, the serial number of the faulty product, and the original invoice or receipt, according to XREAL's warranty policy.
Do I lose my EU consumer rights if XREAL refuses?
No. XREAL describes its warranty as voluntary and separate from consumer-law rights, so the seller's legal guarantee still applies.
Can I keep using the glasses while the Eye is being replaced?
Yes. XREAL Eye is an accessory, not the glasses, and One series glasses work as a display without it. Features that need the Eye, such as Spatial Anchor and capture, wait until it is fixed.
Other fixes
- XREAL One shows a black screen: causes and checks
- No video from your phone to XREAL One glasses
- XREAL One glasses have no sound: output and protocol
- XREAL One keeps shutting down: update the firmware
- Updating XREAL One firmware: computer or Beam Pro
- ROG XREAL R1 won't connect directly to your device
- R1 240Hz mode missing: your source decides
- Blurry text on ROG XREAL R1 at 240Hz: expected behavior
- Armoury Crate missing R1 settings: use DisplayWidget
- XREAL Eye: no display after turning on Spatial Anchor
Sources
- tutorials.xreal.com(tutorials.xreal.com)
- XREAL warranty policy, documents(us.shop.xreal.com)
- XREAL warranty policy (EU store), contact(eu.shop.xreal.com)
Last verified 5 October 2026 against the sources listed on this page.