If you just opened your earphones, please check to make sure there's no plastic remaining on either the buds or the case itself. Our earphones ship with a protective film and if it is not removed (or if it falls into the case) it will prevent proper charging and connectivity.
To make sure the charging issue is not a result of a faulty cable or charging source, please test using another cable, if possible, as well as an alternate charging source (for example - if you're using a USB connection, try a wall charger instead).
If using alternate charging methods does not work, there are a few other things we can try.
- Cycle the power by placing both earphones in the charging case and fully closing the lid for at least 10 seconds
- Turn the Bluetooth® OFF, then ON again on the source device.
- Turn OFF the Bluetooth feature on any other device that is paired with the earphones (phone, computer, etc.).
If the above steps do not resolve your issue, please try a factory reset.
If you're still experiencing charging issues after completing the factory reset, please submit a ticket, and one of our representatives will be able to assist you further.