News: Magic Leap Care Center Reveals New Details About Magic Leap One Usage, Sales Practices, & Who Gets to Use It

Magic Leap Care Center Reveals New Details About Magic Leap One Usage, Sales Practices, & Who Gets to Use It

Now that the Magic Leap One is officially out in the wild, users are already beginning to find out exactly how it works and what it might be useful for in the augmented reality space. But there are still other, more unique questions that remain unanswered.

That is, until now. Magic Leap has posted a new Care Center resource page that delivers a number of answers to questions you may not have even realized you had.

The Care Center is broken down into three different sections called: Magic Leap One, Shop (for purchase issues), and Magic Leap ID (your key to accessing the world of Magic Leap resources and services). We'll touch on just a few…

Mobile App

One section outlines why it's important to download and use the Magic Leap mobile app. When you first begin setting up your Magic Leap app, you'll immediately be asked to engage in a sizing process to determine your interpupillary distance (IPD) to properly fit the device to your face. This is accomplished by holding a credit card-sized object against your forehead. The app takes you through this process step-by-step to ensure the sizing works out well.

Image via Magic Leap

The app also is also useful for text entry and syncing content with the Magic Leap One, and controlling your Magic Leap One with your smartphone. You can download it now for iOS and Android.

Visual Calibration

One thing about the Magic Leap One that may not be immediately apparent to some is that, because it's part of a new product category, special considerations have to be taken regarding setting things up, such as visual calibration to support the device's eye tracking functions.

In case anyone with spare cash just expected to order the device, strap it on, and start using it as fast as possible, the Care Center explains in detail why the process of visual calibration is so important to ensure the system delivers a truly immersive experience.

Safety & Usage

In the VR world, you'll often encounter suggested age guidelines, and the same holds true for the Magic Leap One. "Magic Leap One is not a toy and should NOT be used by children under the age of 13," the company's detailed safety guidelines state. "The device is not sized for children, and improper sizing can lead to pain, discomfort, or negative health effects." (Sorry, all you tech savvy wunderkinds out there, this is grown-up turf, for now.)

Currently, the Magic Leap One doesn't support those of us who wear glasses, but prescription insert lenses are coming soon. However, you can wear contact lenses while using the device and you should be fine.

One odd part of the Care Center info dump relates to where you use the Magic Leap One. "We've designed Magic Leap One for indoor use in normal lighting conditions. Bright sunlight or dark rooms may impact performance." Several years ago, when I met with a Magic Leap executive, I was specifically told that the device would be fine for outdoor use during sunny conditions. And the fact that the system is tetherless would seem to make it perfect for AR's most valuable application: use while you're out and about in the real world, not stationary. Alas, the current iteration of the Magic Leap is mostly house-bound.

Nevertheless, in these early days, this limitation probably won't be an issue for most early adopters. But even indoors, the guidelines suggest that you use the device in an area with fewer windows, mirrors, and black surfaces, so it seems like unless you're in just the right setting in terms of interior decor, the Magic Leap One may not work exactly as intended.

One More Thing(s)...

The Care Center is also helpful for learning about what particular indicator lights mean on the Lightpack, Lightwear, and Control components, charging tips, rebooting instructions, and details on Magic Leap's RapidReplace program. There's also a handy listing of all the Quickstart Guides for all of the parts of the Magic Leap system, including something as analog as the Shoulder Strap.

Image via Magic Leap

As for delivery of the device, Magic Leap is unusually strict. If you were hoping that your pricey purchase entitled you to just get the device delivered and be on your way, you'll be disappointed. Currently, the company will "not" deliver the Magic Leap One unless you allow them to take you through the set up process with a representative.

"Because we want to outfit you properly for your Magic Leap One mission," the company states as the reason for the oddly tight restriction. "We've partnered with Enjoy to create a LiftOff delivery service that will get you set up for success. They will deliver Magic Leap One to you in person, at a scheduled time and place that suits you, when it is ready to deliver. They'll fit the device, walk you through set up and help with any questions you might have."

I'm sorry, but I have to say it: This is officially "beyond" the insanely protective levels of control often asserted by Apple. It's totally understandable that Magic Leap would want to ensure nothing goes wrong with early adopters and developers, but this isn't a loaded weapon or a chemically unstable agent, so if someone doesn't have the time to meet, is unable to meet a representative for any number of reasons, or simply doesn't want to meet, that should be an option.

Also, this tight policy might help to explain why the device is currently not available outside the US (something a number of Magic Leap would-be customers have complained about). At present, the product is only available in Chicago, Los Angeles, Miami, New York City, the San Francisco Bay Area, and Seattle.

The Magic Leap Care Center menu. Image via Magic Leap

For now, you can only order three devices per customer (unless you make a special request to Magic Leap). Although Magic Leap hasn't released official numbers, some estimates put the number of devices sold in the first day at around 1,800. And while some might think those aren't impressive numbers, considering the price, limited general awareness, practical utility (at this point), and very small number of people who are living in the right zip codes, this isn't a horrible start for day one.

And if you were already looking for it, the Magic Leap customer care line number for US customers is (833)456-2442, which is open from 9 a.m. to 11 p.m. ET.

We'll continue digging around the Care Center for more interesting standout tidbits, but if you find any, please leave them in the comments.

Just updated your iPhone? You'll find new features for Podcasts, News, Books, and TV, as well as important security improvements and fresh wallpapers. Find out what's new and changed on your iPhone with the iOS 17.5 update.

Cover image via Magic Leap/Next Reality composite

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