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 alternative 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 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 audio issues after completing the factory reset, please submit a ticket, and one of our representatives will be able to assist you further.