DOCUMENTATION

• What do I do if I can’t pair my MW09 True Wireless Earphones to my device?

  We understand how frustrating it can be when your earphones are not pairing properly.  The following step-by-step instructions should resolve most pairing issues. 

  1. Make sure both earphones are outside the charging case when attempting to pair your device.
  2. Cycle power by placing earphones in the charging case and fully closing the lid for 10 seconds.
  3. Remove the earphones from the case to verify they have entered pairing mode. The indicator light will slowly pulse on the right earphone.
  4. Turn Bluetooth® OFF, then ON again on the source device.
  5. Turn OFF the Bluetooth® feature on any other device that is paired with the earphones (phone, computer, etc.).
  6. Delete any "M&D MW09" earphone connections from your device.
  7. Put the earphones into pairing mode again.
  8. Make sure “M&D MW09” is selected in the Bluetooth device list.
  9. If you haven’t already, please install the “M&D Connect” app on your mobile device.
     • Once installed, connect to your earphones in the “M&D Connect” app. 
     • Perform an update to the firmware via the app, if available. 
  10. If the above doesn’t work, please make sure your source device only has 4-5 Bluetooth connections in the Bluetooth list.  We recommend “forgetting” all Bluetooth devices from your source device and trying to pair just the MW09 earphones. 

  If none of the above resolve your issues, 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. 

• What do I do if my MW09 True Wireless Earphones aren’t charging?

  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.

  1. Cycle the power by placing both earphones in the charging case and fully closing the lid for at least 10 seconds. 
  2. Turn the Bluetooth® OFF, then ON again on the source device. 
  3. 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. 

• What do I do if my MW09 True Wireless Earphones are not playing any sound?

  The following step-by-step instructions should resolve most audio issues:

  1. Move your source device closer to your earphones, as physical objects between the earphones and the source may obstruct the signal. 
  2. Cycle the power by placing both earphones in the charging case and fully closing the lid for at least 10 seconds. 
  3. Please check the number of Bluetooth® devices with connections to your source device. 
     • Even if not currently active, more than 4 or 5 Bluetooth® connections can cause issues with connectivity. 
  4. Remove or “forget” all other Bluetooth connections, and connect only your earphones at first. 
  5. Reconnect your MW09 True Wireless Earphones and test the audio again. 
     • Once installed, connect to your earphones in the “M&D Connect” app. 
     • Perform an update to the firmware via the app, if available. 
     • If you haven’t already, please install the “M&D Connect” app on your mobile device. 
  6. If you’re still having trouble, check the following:
     • Does the issue persist across multiple programs (for example, does testing with music players, phone calls, and other apps all produce the same result)?
     • Does the issue persist when connected to another device (if you’re using your mobile phone, for example, can you test it on a computer)?

  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. 

• What do I do if the battery level indicators on my MW09 True Wireless Earphones case are not lighting up?

  First, make sure your case is fully charged. 

  1. To charge your case via wired charging, plug the USB-C cable into the right side of the case, and the other end into a power source. 
  2. To charge wirelessly, center your earphone charging case on a wireless charging pad with the LEDs facing upwards. 
  3. If the case does not appear to be charging, check to make sure the cable is secure, and try another cable/charging source, if possible. 
  4. If the case still does not charge, please see this article. 

  Next, make sure the earphones are properly placed inside the charging case. “L” represents placement for the left earphone and “R” for the right earphone.

  Make sure the charging pads on the earphones and charging pins in the case are clean, and that there is no other debris in the case. Use a damp Q-tip or damp cloth to lightly rub the charging pads and pins.

  If the earphones still have battery life, but the charging case battery is depleted when the earphones are placed inside the case and the lid is closed, the indicator lights will not illuminate to display the battery level status.

• How do I perform a factory reset on my MW09 True Wireless Earphones?

  To factory reset your MW09 True Wireless earphones using the M&D Connect app:

  1. Remove both Right and Left earphones from the case.
  2. Ensure your MW09’s are paired to your phone via Bluetooth.
  3. Open the M&D Connect app and connect to your MW09’s.
  4. Tap on the gear icon, tap on settings, scroll down and tap on “FACTORY RESET”.
  5. Tap “Reset” to confirm you want to proceed with the factory reset.
  6. Put both earphones next to each other. The earphones are paired to each other when the LEDs stop flashing and start "breathing" as they usually would when pairing to a Bluetooth device. 

  To factory reset your MW09 True Wireless earphones using button controls:

  1. Remove the Left earphone from the case (leave the Right earphone in the case).
  2. Quickly press VOL+ on the Left earphone 6 times, and hold on the 6th press until you hear the voice prompt announce "factory reset" on the Left earphone.
  3. Remove the Right earphone from the case.
  4. Quickly press the Multi-Function button on the Right earphone 6 times, and hold on the 6th press until you hear the voice prompt announce "factory reset" on the Right earphone.
  5. Put both earphones next to each other. The earphones are paired to each other when the LEDs stop flashing and start "breathing" as they usually would when pairing to a Bluetooth device. 

  

  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.