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 typically 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).
Make sure your case itself is charged. To charge the case, plug one end of the USB-C cable into the back of the case and plug the other end into a power source.
Make sure the earphones are properly seated inside the charging case.
Please use a damp Q-tip or cloth to lightly rub the charging contacts, to ensure there is no debris or buildup preventing the charger from making contact.
If the above steps do not help, 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 headphones (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.