Why won't my earbuds connect to my phone?
Make sure the earbuds are fully charged and out of the charging case. Delete the old pairing record from your phone's Bluetooth list, then put both earbuds back into the case, keep the lid open and press and hold the button on the case for about 5 seconds until the indicator blinks, and pair again.
The earbuds are paired but they don't reconnect automatically.
If the earbuds were last connected to another device, they will reconnect to the most recent one first. Open the case near the phone you want to use, or double-tap the earbud to wake it. If it still doesn't connect, remove the device from the Bluetooth list and pair it again.
Only one earbud works, or the left and right earbuds lost connection with each other.
Put both earbuds back into the case, close the lid and wait about 10 seconds, then take them out together so they resync. If that doesn't help, reset both earbuds: press and hold both touch areas for 10 seconds until the LED flashes red and white, then pair again.
There is no sound from one side.
First check that the channel balance is centered in the sound settings of your device. Then clean the charging contacts and the mesh on the earbud with a dry cotton swab. If the issue remains after a reset, contact after-sales service for inspection.
I hear crackling or static noise during playback.
Static is often caused by wireless interference. Move away from Wi-Fi routers and microwave ovens, or switch between Bluetooth codecs in the app. Also make sure the earbuds and the charging contacts are clean and dry.
The left and right earbuds have different volume levels.
Slight differences can happen if the earbuds are worn unevenly or one side has earwax buildup. Clean the speaker mesh gently with a dry brush. If the gap is large, try resetting both earbuds; the volume should equalize after a fresh sync.
The battery drains faster than before.
Battery life depends on volume and noise-cancelling usage. First check that the firmware is up to date, then reduce the volume or turn off ANC when it is not needed. If the drain continues after a full discharge-and-charge cycle, the battery may have aged; contact after-sales for a check.
The earbuds don't charge, or the charging case doesn't charge.
Check the charging cable and the pins on the case, and remove any dust or debris from the charging contacts. Make sure the earbuds sit in the case correctly and the indicator turns on. Try a different USB cable or adapter. If there is still no response, contact after-sales service.
What does the blinking indicator on the charging case mean?
The indicator behaves differently by state: a steady light usually means charging in progress, and a light that stays on briefly after closing the lid shows the remaining battery. A fast blinking light often indicates low power or a connection error. Refer to the manual for the exact pattern of your model.
Noise cancelling doesn't seem to work anymore.
Make sure ANC is enabled in the app and that the earbuds fit tightly in your ears, because a loose fit weakens the effect; a poor seal is the most common cause. Also check that the ear tips are clean, and try a larger size for a better seal.
I hear wind noise when walking or cycling outdoors.
Wind noise is normal for in-ear headphones. When outdoors, you can turn on wind-noise reduction in the app or switch to transparency mode. A snug fit and a clean microphone mesh also help reduce wind interference.
The earbuds fall out easily during exercise.
Try a larger ear tip or the included ear fins if your model has them. Insert the earbud with a slight twist so it locks into the ear canal. Wipe away any sweat or moisture on the earbud and ear tip before use, since a slippery surface reduces grip.
How do I choose the right ear tip size?
Try the smallest tip first and see if it feels sealed but not painful. A good fit should stay in place when you shake your head and noticeably block outside sound. If the tip is too small you will hear outside noise; too large may cause soreness.
Can I wear the earbuds in the rain or during heavy sweating?
The earbuds are rated water-resistant, which handles sweat and light rain. However, do not submerge them in water, and dry the earbuds and the charging case after heavy sweating before placing them inside. Check the manual for the exact rating of your model.
What should I do if the earbuds get wet?
Turn off the earbuds, wipe off excess water with a dry cloth, and let them air-dry completely before use or charging. Do not use a hair dryer or place them on a radiator, as high heat can damage the components. If they were submerged, contact after-sales service.
The firmware update failed or got stuck.
Keep the earbuds in the case and keep the phone close during the update. Close other apps that use Bluetooth, and make sure the earbuds have more than 30% battery. Restart the app and retry; if it still fails, contact after-sales with your app version.
How can I check the firmware version of my earbuds?
Open the app and go to the device settings page; the current firmware version is usually shown there, along with the option to check for updates. You can also find the latest version and release notes on the Download page of this website.
How long is the warranty and what does it cover?
The earbuds come with a standard warranty that covers manufacturing defects. The warranty period and coverage vary by region, so please check the warranty card or the Warranty Registration page for details. Damage caused by misuse, drops, or water damage is not covered.
What is the repair process and how long does it take?
Submit a repair request on the Repair page and ship the product to our service center. After we receive the unit, diagnosis usually takes 1-2 working days, and most repairs are completed within 5-7 working days. You can track the status on the Progress page.
Can I buy a single replacement earbud if I lose one?
Yes, single-earbud purchase is available for most models. Contact our support team or use the Repair page with your model and serial number, and we will help you place the order. Note that a lost single earbud is not covered by the warranty.