In-Ear

  • Can my headphones be connected to two devices simultaneously?
    Yes, the headphones have Multipoint Connection, which allows you to switch seamlessly between the connected devices. 
    Pairing issues with a Smartphone or Tablet
    1. First, try to restart the Bluetooth connection on your source device (Smartphone/tablet/PC) by switching Bluetooth off and on again with a short pause in between.

    2. "Forget" (remove) the previously paired connection (on your smartphone/tablet/PC) in your Bluetooth settings if you had once paired with your product.

    3. Try to restart the source device (Smartphone/tablet/PC) by powering it off and on again and after restarting, try to establish a Bluetooth connection to your product.

    4. If the above does not work, then try to restart your product (Portable speaker, Headphone) by turning it off and on again.

    5. Press and hold down the Bluetooth button on your device (Portable speaker, Headphones) to initiate pairing mode again.

    6. Go into the Bluetooth settings on your Smartphone/tablet or PC to start the pairing process.

    You should now have a successful pairing with your device. If you are still experiencing issues, please contact us again.
    How to avoid Bluetooth Interference or Interruptions
    • Always have clear line of sight between your Bluetooth device (speaker, headphones etc.) and source device (Smartphone/tablet/PC etc). Be aware of obstacles in front of your devices.

    • Try to shutdown other products that have Bluetooth, but are not being used. They are often the reason for interference even though they are not being used.

    • Do not stand too close to your Wi-Fi router since a Wi-Fi signal is stronger and in many cases will "overlap" the connection.

    • Be aware of walls around you. Concrete and brick walls will often interrupt the signal, as it cannot pass through such thick walls.

    • Bluetooth signals cannot travel through water, which includes the human body. Make sure with wireless headphones to keep your source device and the receiver on the same side of your body.

    • Open spaces such as parks can cause issues for your devices, as open air is "bad" for any Bluetooth signal if it cannot reflect from objects around you.
    Cleaning Instructions for Re-establishing Charging
    It is not uncommon to have charging problems with True Wireless headphones. You may encounter that charging stops, does not start at all or that one of the ear buds suddenly switches on and begins the pairing process. This is almost always caused by dirt on the metal charging contacts. These contacts are vulnerable because they can easily be contaminated by sweat, skin grease, or ear wax. They are usually gold plated, but gold plating does not prevent surface dirt.

    If you have charging problems, the first step is to always clean all contact points, on each earbud and on the charging case.
    You will need: cotton cloth or makeup swab, cotton swabs and rubbing alcohol. Also a pencil with eraser for further cleaning.
    needed-tools.png
    Use a cotton swab with some rubbing alcohol to clean the charging terminals of the headphones. Rotate the swab and scrub lightly on each contact surface, then use a cotton cloth to remove any dust and cotton residue left on the headphones. It is important to perform this process periodically to keep your headphones clean, thus avoiding affecting the charging speed/quality.
    cleaning-earbud-contact-points.png
    Wipe the contact pins in the charging case with a clean cotton swab. The swab can be slightly moistened with rubbing alcohol, but it is important that the interior is completely dry before closing the box. Use the cotton cloth and wait for it to dry.
    cleaning-charging-case.png
    Repeat until the contact points are visibly clean, and charging should work as designed.

    Try cleaning the contacts with the tip of a pencil and the eraser at the end of the pencil, the graphite and rubber can help to re-establish charging also.
    This procedure can be performed on all TWS earphones and cases.
    More FAQs
  • What language does the Smart Case support?

    The Smart Case only supports English, so even if you change the language in the JBL Headphones app, it will remain in English.

    What can I do with the JBL Tour Pro 2 Smart Case?

    The JBL Tour Pro 2 allows you to find your preferred control method in any scenario. When you want to control your headphones, you no longer need to take your phone out, open the JBL Headphones app and wait for the headphones to connect in the app. All features are accessible directly on the Smart Case, where you can easily select any key feature, you know from the app.

    Some of the features you can access on the Smart Case includes playing and pausing your music, skip to the next/previous track, volume adjustment, answer/reject calls, customize the EQ settings, Spatial audio, ANC and Ambient Sound Control, timer & clock, receive notifications, screensavers, and a battery indicator. 

    How to Factory Reset True Wireless Stereo Earbuds
    Double-tap the button on the right earbud, then on the third tap - press and hold the button for more than 5 seconds (until the unit shuts off). 
    This restores the earbuds to the factory defaults.
    TWS must be connected to perform the reset, so neither of the earbuds should be off or in the charging case.
    It also may be necessary to remove or forget the earbuds from the list of paired Bluetooth devices in order to pair again.
    Differences between True Adaptive Noise Cancelling and Adaptive Noise Cancelling

    The True Adaptive Noise Cancelling technology is a features which adjusts noise-cancelling levels in real-time, 50,000 times per second to account for environmental ambient noises and personal attributes such as movement, hair and eyeglasses to deliver best-in-class Noise Cancelling and immersive sound in any environment.  
    With the help of Feed Forward and Feed Backward microphones, the Adaptive Noise Cancelling technology fully monitors exterior sounds picking up low-frequencies and neutralizing them before they reach the ear. The headphones generate a sound that's phase-inverted by 180 degrees to the unwanted noise, resulting in the two sounds cancelling each other out. 
    In addition, all headphones allow the listener to adapt or adjust the level of ambient noise through features like Ambient Aware and TalkThru.

    More FAQs
  • Re-establishing Volume Levels/Balance between Earbuds and charging
    As with all in-ear headphones, our range of TWS headphones can be susceptible to a build up of dust and earwax. This can cause low volume on one or both earbuds, or balance issues (e.g. right earbud is louder than the left earbud). To reduce the likelihood of these issues occurring, it is a good idea to periodically clean your earbuds. Clean the earbuds by removing dust and wax after each use, using a pointed toothpick to remove larger amounts and a small amount of rubbing alcohol applied to a cotton swab for final degreasing. Remember to clean the charging points on the headphones and inside the charging case.

    If you are experiencing volume or balance issues, always check for wax and dirt in and around the earbud and driver and complete cleaning of the earbuds as described above. If the issue persists, there may be earwax/dirt stuck in the small holes in the grille in front of the driver, preventing sound output. To resolve the issue try dipping the affected earbud tip into a solution of lukewarm tap water and a small amount of dish soap (washing up liquid). The earbud tip should only be put into the liquid up to a maximum depth of 1-2 mm only (see images below). Immersing the earbuds in water or putting the earbuds in water at a larger depth than this could void your warranty. Keep the earbud tip in the water for about 2-3 minutes, then wipe/clean the grille with a small brush (such as a toothbrush). This should remove the wax and resolve the volume/balance issues.

    cleaning-earstick-tip 
    How to Factory Reset True Wireless Stereo Earbuds
    Double-tap the button on the right earbud, then on the third tap - press and hold the button for more than 5 seconds (until the unit shuts off). 
    This restores the earbuds to the factory defaults.
    TWS must be connected to perform the reset, so neither of the earbuds should be off or in the charging case.
    It also may be necessary to remove or forget the earbuds from the list of paired Bluetooth devices in order to pair again.
    My JBL Headphones App Support
    This headphone is supported by the My JBL Headphones App.
    What to do if the ANC feature is not working?

    To have the best Active Noise Canceling performance possible, we advise you to keep the earbuds clean as much as possible. In case the IR sensors are covered with dirt of any kind, the Active Noise Cancellation performance will not be as effective. Sometimes, it may not give you the desire outcome to enjoy your music. 

    More FAQs
  • Re-establishing Volume Levels/Balance between Earbuds and charging
    As with all in-ear headphones, our range of TWS headphones can be susceptible to a build up of dust and earwax. This can cause low volume on one or both earbuds, or balance issues (e.g. right earbud is louder than the left earbud). To reduce the likelihood of these issues occurring, it is a good idea to periodically clean your earbuds. Clean the earbuds by removing dust and wax after each use, using a pointed toothpick to remove larger amounts and a small amount of rubbing alcohol applied to a cotton swab for final degreasing. Remember to clean the charging points on the headphones and inside the charging case.

    If you are experiencing volume or balance issues, always check for wax and dirt in and around the earbud and driver and complete cleaning of the earbuds as described above. If the issue persists, there may be earwax/dirt stuck in the small holes in the grille in front of the driver, preventing sound output. To resolve the issue try dipping the affected earbud tip into a solution of lukewarm tap water and a small amount of dish soap (washing up liquid). The earbud tip should only be put into the liquid up to a maximum depth of 1-2 mm only (see images below). Immersing the earbuds in water or putting the earbuds in water at a larger depth than this could void your warranty. Keep the earbud tip in the water for about 2-3 minutes, then wipe/clean the grille with a small brush (such as a toothbrush). This should remove the wax and resolve the volume/balance issues.

    cleaning-earstick-tip 
    Cleaning Instructions for Re-establishing Charging
    It is not uncommon to have charging problems with True Wireless headphones. You may encounter that charging stops, does not start at all or that one of the ear buds suddenly switches on and begins the pairing process. This is almost always caused by dirt on the metal charging contacts. These contacts are vulnerable because they can easily be contaminated by sweat, skin grease, or ear wax. They are usually gold plated, but gold plating does not prevent surface dirt.

    If you have charging problems, the first step is to always clean all contact points, on each earbud and on the charging case.
    You will need: cotton cloth or makeup swab, cotton swabs and rubbing alcohol. Also a pencil with eraser for further cleaning.
    needed-tools.png
    Use a cotton swab with some rubbing alcohol to clean the charging terminals of the headphones. Rotate the swab and scrub lightly on each contact surface, then use a cotton cloth to remove any dust and cotton residue left on the headphones. It is important to perform this process periodically to keep your headphones clean, thus avoiding affecting the charging speed/quality.
    cleaning-earbud-contact-points.png
    Wipe the contact pins in the charging case with a clean cotton swab. The swab can be slightly moistened with rubbing alcohol, but it is important that the interior is completely dry before closing the box. Use the cotton cloth and wait for it to dry.
    cleaning-charging-case.png
    Repeat until the contact points are visibly clean, and charging should work as designed.

    Try cleaning the contacts with the tip of a pencil and the eraser at the end of the pencil, the graphite and rubber can help to re-establish charging also.
    This procedure can be performed on all TWS earphones and cases.
    How to Factory Reset True Wireless Stereo Earbuds
    Double-tap the button on the right earbud, then on the third tap - press and hold the button for more than 5 seconds (until the unit shuts off). 
    This restores the earbuds to the factory defaults.
    TWS must be connected to perform the reset, so neither of the earbuds should be off or in the charging case.
    It also may be necessary to remove or forget the earbuds from the list of paired Bluetooth devices in order to pair again.
  • Cleaning Instructions for Re-establishing Charging
    It is not uncommon to have charging problems with True Wireless headphones. You may encounter that charging stops, does not start at all or that one of the ear buds suddenly switches on and begins the pairing process. This is almost always caused by dirt on the metal charging contacts. These contacts are vulnerable because they can easily be contaminated by sweat, skin grease, or ear wax. They are usually gold plated, but gold plating does not prevent surface dirt.

    If you have charging problems, the first step is to always clean all contact points, on each earbud and on the charging case.
    You will need: cotton cloth or makeup swab, cotton swabs and rubbing alcohol. Also a pencil with eraser for further cleaning.
    needed-tools.png
    Use a cotton swab with some rubbing alcohol to clean the charging terminals of the headphones. Rotate the swab and scrub lightly on each contact surface, then use a cotton cloth to remove any dust and cotton residue left on the headphones. It is important to perform this process periodically to keep your headphones clean, thus avoiding affecting the charging speed/quality.
    cleaning-earbud-contact-points.png
    Wipe the contact pins in the charging case with a clean cotton swab. The swab can be slightly moistened with rubbing alcohol, but it is important that the interior is completely dry before closing the box. Use the cotton cloth and wait for it to dry.
    cleaning-charging-case.png
    Repeat until the contact points are visibly clean, and charging should work as designed.

    Try cleaning the contacts with the tip of a pencil and the eraser at the end of the pencil, the graphite and rubber can help to re-establish charging also.
    This procedure can be performed on all TWS earphones and cases.
  • Re-establishing Volume Levels/Balance between Earbuds and charging
    As with all in-ear headphones, our range of TWS headphones can be susceptible to a build up of dust and earwax. This can cause low volume on one or both earbuds, or balance issues (e.g. right earbud is louder than the left earbud). To reduce the likelihood of these issues occurring, it is a good idea to periodically clean your earbuds. Clean the earbuds by removing dust and wax after each use, using a pointed toothpick to remove larger amounts and a small amount of rubbing alcohol applied to a cotton swab for final degreasing. Remember to clean the charging points on the headphones and inside the charging case.

    If you are experiencing volume or balance issues, always check for wax and dirt in and around the earbud and driver and complete cleaning of the earbuds as described above. If the issue persists, there may be earwax/dirt stuck in the small holes in the grille in front of the driver, preventing sound output. To resolve the issue try dipping the affected earbud tip into a solution of lukewarm tap water and a small amount of dish soap (washing up liquid). The earbud tip should only be put into the liquid up to a maximum depth of 1-2 mm only (see images below). Immersing the earbuds in water or putting the earbuds in water at a larger depth than this could void your warranty. Keep the earbud tip in the water for about 2-3 minutes, then wipe/clean the grille with a small brush (such as a toothbrush). This should remove the wax and resolve the volume/balance issues.

    cleaning-earstick-tip 
    TUNE FLEX: Software Update Release Notes
    TUNE FLEX
    Software Update Release Notes
    ------------------------------------------------------------------------
    Software Version:  V3.1.0 (global)
    Release Date:  September 14, 2022
    Release Media:  OTA (over the air) via JBL Headphone App


    What’s New
    1. Improved the connectivity between left and right earbud.
    2. ANC (active noise cancelling) can be activated more quickly.
    3. Optimized the APP user experience for better flow.
    Cleaning Instructions for Re-establishing Charging
    It is not uncommon to have charging problems with True Wireless headphones. You may encounter that charging stops, does not start at all or that one of the ear buds suddenly switches on and begins the pairing process. This is almost always caused by dirt on the metal charging contacts. These contacts are vulnerable because they can easily be contaminated by sweat, skin grease, or ear wax. They are usually gold plated, but gold plating does not prevent surface dirt.

    If you have charging problems, the first step is to always clean all contact points, on each earbud and on the charging case.
    You will need: cotton cloth or makeup swab, cotton swabs and rubbing alcohol. Also a pencil with eraser for further cleaning.
    needed-tools.png
    Use a cotton swab with some rubbing alcohol to clean the charging terminals of the headphones. Rotate the swab and scrub lightly on each contact surface, then use a cotton cloth to remove any dust and cotton residue left on the headphones. It is important to perform this process periodically to keep your headphones clean, thus avoiding affecting the charging speed/quality.
    cleaning-earbud-contact-points.png
    Wipe the contact pins in the charging case with a clean cotton swab. The swab can be slightly moistened with rubbing alcohol, but it is important that the interior is completely dry before closing the box. Use the cotton cloth and wait for it to dry.
    cleaning-charging-case.png
    Repeat until the contact points are visibly clean, and charging should work as designed.

    Try cleaning the contacts with the tip of a pencil and the eraser at the end of the pencil, the graphite and rubber can help to re-establish charging also.
    This procedure can be performed on all TWS earphones and cases.
    How to Factory Reset True Wireless Stereo Earbuds
    Double-tap the button on the right earbud, then on the third tap - press and hold the button for more than 5 seconds (until the unit shuts off). 
    This restores the earbuds to the factory defaults.
    TWS must be connected to perform the reset, so neither of the earbuds should be off or in the charging case.
    It also may be necessary to remove or forget the earbuds from the list of paired Bluetooth devices in order to pair again.
    More FAQs
  • IP68 Information
    This unit is fully dust-proof, and can withstand continuous immersion in water (up to 1.5 meters / 4.9ft for 30 minutes). 
    How to Factory Reset True Wireless Stereo Earbuds
    Double-tap the button on the right earbud, then on the third tap - press and hold the button for more than 5 seconds (until the unit shuts off). 
    This restores the earbuds to the factory defaults.
    TWS must be connected to perform the reset, so neither of the earbuds should be off or in the charging case.
    It also may be necessary to remove or forget the earbuds from the list of paired Bluetooth devices in order to pair again.
  • Can my headphones be connected to two devices simultaneously?
    Yes, the headphones have Multipoint Connection, which allows you to switch seamlessly between the connected devices. 
    Voice Assistant Headphone Connection
    If you are having trouble pairing your headphones or if your device is asking for a PIN, please make sure to check all available BT connections in your device's settings. Verify that you are connecting to the headphone's product name that excludes 'LE'. The 'LE' connection is only intended for voice assistant feature compatible with your headphones. If the voice assistant feature has not yet been configured, this would explain why the 'LE' connection appears as an available connection, but cannot be used for Bluetooth audio.

    https://harman.widen.net/s/dtsldx6jxx/bluetooth-pairing-issue-with-voice-assistant-headphone-le-image1 
    LIVE FREE 2 TWS: Software Update Release Notes
    LIVE FREE 2 TWS
    Software Update Release Notes
    ------------------------------------------------------------------------
    Software Version:  V6.9.8
    Version (iOS):  V5.7.9
    Version (Android):  V5.7.9
    Release Date:  July 8, 2022
    Release Media:  OTA via JBL Headphone App


    What’s New
    1. Added Microsoft Swift Pairing feature.
    2. Fixed a few minor software bugs for better user experience.
    How to Factory Reset True Wireless Stereo Earbuds
    Double-tap the button on the right earbud, then on the third tap - press and hold the button for more than 5 seconds (until the unit shuts off). 
    This restores the earbuds to the factory defaults.
    TWS must be connected to perform the reset, so neither of the earbuds should be off or in the charging case.
    It also may be necessary to remove or forget the earbuds from the list of paired Bluetooth devices in order to pair again.
    More FAQs
  • Can my headphones be connected to two devices simultaneously?
    Yes, the headphones have Multipoint Connection, which allows you to switch seamlessly between the connected devices. 
    Voice Assistant Headphone Connection
    If you are having trouble pairing your headphones or if your device is asking for a PIN, please make sure to check all available BT connections in your device's settings. Verify that you are connecting to the headphone's product name that excludes 'LE'. The 'LE' connection is only intended for voice assistant feature compatible with your headphones. If the voice assistant feature has not yet been configured, this would explain why the 'LE' connection appears as an available connection, but cannot be used for Bluetooth audio.

    https://harman.widen.net/s/dtsldx6jxx/bluetooth-pairing-issue-with-voice-assistant-headphone-le-image1 
    How to use Google Assistant with your headphones
    After setting up Google Assistant on your headphones through the My JBL Headphones app, use Google Assistant by pressing & holding the touch panel for 2 seconds on the earbud that you enabled the voice assistant feature on.
    Trigger Google - #1 FAQ.png
    Press and hold the Action button to begin. Requires pairing with eligible phone and internet connection. For examples of questions and things you can do, visit: https://assistant.google.com/platforms/phones/#headphones

    Get your notifications
    Double-tap the Action button.

    Stop your Google Assistant
    Touch the Action button.

    Reply to the message (where available)
    After receiving a message notification, touch and hold the Action button to respond. When you’re done, release the button.

    For more information on what your Google Assistant can do, visit: https://assistant.google.com/platforms/headphones

     
    How to use Amazon Alexa with your headphones
    After setting up Amazon Alexa on your headphones through the My JBL Headphones app, use Amazon Alexa by pressing & holding the touch panel for 2 seconds on the earbud that you have enabled the voice assistant feature on.
      Trigger Alexa #2 FAQ.png

    Things to try
    • “What’s the weather?”
    • Play Niall Horan
    • Play NPR on iHeartRadio
    • Set a timer for 5 minutes
    • What new skills do you have?
    Stop Alexa when she talks
    While Alexa is talking, press and release the Action button then say “Stop”.

    For more information and things to try with Alexa, visit: www.amazon.com/alexadevices
    More FAQs
  • Voice Assistant Headphone Connection
    If you are having trouble pairing your headphones or if your device is asking for a PIN, please make sure to check all available BT connections in your device's settings. Verify that you are connecting to the headphone's product name that excludes 'LE'. The 'LE' connection is only intended for voice assistant feature compatible with your headphones. If the voice assistant feature has not yet been configured, this would explain why the 'LE' connection appears as an available connection, but cannot be used for Bluetooth audio.

    https://harman.widen.net/s/dtsldx6jxx/bluetooth-pairing-issue-with-voice-assistant-headphone-le-image1 
    IP67 Information
    This product is rated IP67, which is different from IPX7. IP67 protects the product from submersion in 1 meter (3.3 feet) of water for up to 30 minutes. It is also resistant against dust. Dust accumulation around electronics can lead to hardware failure, so the IP67 rating is an extremely beneficial addition to this product. 
    TWS Left & Right Not Pairing Together
    The two earpieces of your TWS headphones should normally be connected together without issue.  However, if they are no longer paired to each other, please follow these steps, in order.
    1. Forget/unpair the headphones on your device.
    2. Manually pair the two earpieces together following the "Manual Pairing Left & Right" instructions in your Owner's Manual/Quick Start Guide.
    3. Pair the headphones to your device and see if this resolves the problem.
    4. If manual pairing does not fix the problem, forget/unpair the headphones on your device again.
    5. Initiate a Product Reset to reset the earbud’s Bluetooth connection.
      • Note that RESET will wipe all previous settings and pairings, so it will be necessary to pair your headphones with your devices again
      • Follow the Product Reset instructions in your Owner's Manual/Quick Start Guide.
      • Manually pair the 2 buds together again, as you did in step 2.  This additional step is necessary because, by default, the reset procedure does not automatically pair the two ear pieces together, but it does wipe all previous settings and resets the internal processor, so it is necessary to manually pair the two ear pieces together again.
      • Pair the buds to your Source Device.
    Headphones & Third Party Communication Apps (Skype, Zoom, WhatsApp, etc)

    If you are experiencing issues getting the app to communicate with your headphones, (assuming you have already paired the headphones with the device) go into the communication apps audio settings. You will likely find the resolution there. You may have to set your headphones as the ‘communication device’ within the app you are using. 

    If you are experiencing issues getting the app to communicate with your headphones, (assuming you have already paired the headphones with the device) go into the communication apps audio settings. You will likely find the resolution there. You may have to set your headphones as the ‘communication device’ within the app you are using. 

    More FAQs
  • Re-establishing Volume Levels/Balance between Earbuds and charging
    As with all in-ear headphones, our range of TWS headphones can be susceptible to a build up of dust and earwax. This can cause low volume on one or both earbuds, or balance issues (e.g. right earbud is louder than the left earbud). To reduce the likelihood of these issues occurring, it is a good idea to periodically clean your earbuds. Clean the earbuds by removing dust and wax after each use, using a pointed toothpick to remove larger amounts and a small amount of rubbing alcohol applied to a cotton swab for final degreasing. Remember to clean the charging points on the headphones and inside the charging case.

    If you are experiencing volume or balance issues, always check for wax and dirt in and around the earbud and driver and complete cleaning of the earbuds as described above. If the issue persists, there may be earwax/dirt stuck in the small holes in the grille in front of the driver, preventing sound output. To resolve the issue try dipping the affected earbud tip into a solution of lukewarm tap water and a small amount of dish soap (washing up liquid). The earbud tip should only be put into the liquid up to a maximum depth of 1-2 mm only (see images below). Immersing the earbuds in water or putting the earbuds in water at a larger depth than this could void your warranty. Keep the earbud tip in the water for about 2-3 minutes, then wipe/clean the grille with a small brush (such as a toothbrush). This should remove the wax and resolve the volume/balance issues.

    cleaning-earstick-tip 
    TWS Left & Right Not Pairing Together
    The two earpieces of your TWS headphones should normally be connected together without issue.  However, if they are no longer paired to each other, please follow these steps, in order.
    1. Forget/unpair the headphones on your device.
    2. Manually pair the two earpieces together following the "Manual Pairing Left & Right" instructions in your Owner's Manual/Quick Start Guide.
    3. Pair the headphones to your device and see if this resolves the problem.
    4. If manual pairing does not fix the problem, forget/unpair the headphones on your device again.
    5. Initiate a Product Reset to reset the earbud’s Bluetooth connection.
      • Note that RESET will wipe all previous settings and pairings, so it will be necessary to pair your headphones with your devices again
      • Follow the Product Reset instructions in your Owner's Manual/Quick Start Guide.
      • Manually pair the 2 buds together again, as you did in step 2.  This additional step is necessary because, by default, the reset procedure does not automatically pair the two ear pieces together, but it does wipe all previous settings and resets the internal processor, so it is necessary to manually pair the two ear pieces together again.
      • Pair the buds to your Source Device.
    Sweatproof Information (IPX4)
    This unit is IPX4 rated, which means that it is sweatproof (suitable for working out) and can withstand water splashes from any direction. However, the unit is not waterproof and should never be submerged in water.

    Headphones & Third Party Communication Apps (Skype, Zoom, WhatsApp, etc)

    If you are experiencing issues getting the app to communicate with your headphones, (assuming you have already paired the headphones with the device) go into the communication apps audio settings. You will likely find the resolution there. You may have to set your headphones as the ‘communication device’ within the app you are using. 

    If you are experiencing issues getting the app to communicate with your headphones, (assuming you have already paired the headphones with the device) go into the communication apps audio settings. You will likely find the resolution there. You may have to set your headphones as the ‘communication device’ within the app you are using. 

    More FAQs
  • Re-establishing Volume Levels/Balance between Earbuds and charging
    As with all in-ear headphones, our range of TWS headphones can be susceptible to a build up of dust and earwax. This can cause low volume on one or both earbuds, or balance issues (e.g. right earbud is louder than the left earbud). To reduce the likelihood of these issues occurring, it is a good idea to periodically clean your earbuds. Clean the earbuds by removing dust and wax after each use, using a pointed toothpick to remove larger amounts and a small amount of rubbing alcohol applied to a cotton swab for final degreasing. Remember to clean the charging points on the headphones and inside the charging case.

    If you are experiencing volume or balance issues, always check for wax and dirt in and around the earbud and driver and complete cleaning of the earbuds as described above. If the issue persists, there may be earwax/dirt stuck in the small holes in the grille in front of the driver, preventing sound output. To resolve the issue try dipping the affected earbud tip into a solution of lukewarm tap water and a small amount of dish soap (washing up liquid). The earbud tip should only be put into the liquid up to a maximum depth of 1-2 mm only (see images below). Immersing the earbuds in water or putting the earbuds in water at a larger depth than this could void your warranty. Keep the earbud tip in the water for about 2-3 minutes, then wipe/clean the grille with a small brush (such as a toothbrush). This should remove the wax and resolve the volume/balance issues.

    cleaning-earstick-tip 
    Voice Assistant Headphone Connection
    If you are having trouble pairing your headphones or if your device is asking for a PIN, please make sure to check all available BT connections in your device's settings. Verify that you are connecting to the headphone's product name that excludes 'LE'. The 'LE' connection is only intended for voice assistant feature compatible with your headphones. If the voice assistant feature has not yet been configured, this would explain why the 'LE' connection appears as an available connection, but cannot be used for Bluetooth audio.

    https://harman.widen.net/s/dtsldx6jxx/bluetooth-pairing-issue-with-voice-assistant-headphone-le-image1 
    TWS Left & Right Not Pairing Together
    The two earpieces of your TWS headphones should normally be connected together without issue.  However, if they are no longer paired to each other, please follow these steps, in order.
    1. Forget/unpair the headphones on your device.
    2. Manually pair the two earpieces together following the "Manual Pairing Left & Right" instructions in your Owner's Manual/Quick Start Guide.
    3. Pair the headphones to your device and see if this resolves the problem.
    4. If manual pairing does not fix the problem, forget/unpair the headphones on your device again.
    5. Initiate a Product Reset to reset the earbud’s Bluetooth connection.
      • Note that RESET will wipe all previous settings and pairings, so it will be necessary to pair your headphones with your devices again
      • Follow the Product Reset instructions in your Owner's Manual/Quick Start Guide.
      • Manually pair the 2 buds together again, as you did in step 2.  This additional step is necessary because, by default, the reset procedure does not automatically pair the two ear pieces together, but it does wipe all previous settings and resets the internal processor, so it is necessary to manually pair the two ear pieces together again.
      • Pair the buds to your Source Device.
    Headphones & Third Party Communication Apps (Skype, Zoom, WhatsApp, etc)

    If you are experiencing issues getting the app to communicate with your headphones, (assuming you have already paired the headphones with the device) go into the communication apps audio settings. You will likely find the resolution there. You may have to set your headphones as the ‘communication device’ within the app you are using. 

    If you are experiencing issues getting the app to communicate with your headphones, (assuming you have already paired the headphones with the device) go into the communication apps audio settings. You will likely find the resolution there. You may have to set your headphones as the ‘communication device’ within the app you are using. 

    More FAQs
  • TWS Left & Right Not Pairing Together
    The two earpieces of your TWS headphones should normally be connected together without issue.  However, if they are no longer paired to each other, please follow these steps, in order.
    1. Forget/unpair the headphones on your device.
    2. Manually pair the two earpieces together following the "Manual Pairing Left & Right" instructions in your Owner's Manual/Quick Start Guide.
    3. Pair the headphones to your device and see if this resolves the problem.
    4. If manual pairing does not fix the problem, forget/unpair the headphones on your device again.
    5. Initiate a Product Reset to reset the earbud’s Bluetooth connection.
      • Note that RESET will wipe all previous settings and pairings, so it will be necessary to pair your headphones with your devices again
      • Follow the Product Reset instructions in your Owner's Manual/Quick Start Guide.
      • Manually pair the 2 buds together again, as you did in step 2.  This additional step is necessary because, by default, the reset procedure does not automatically pair the two ear pieces together, but it does wipe all previous settings and resets the internal processor, so it is necessary to manually pair the two ear pieces together again.
      • Pair the buds to your Source Device.
    Headphones & Third Party Communication Apps (Skype, Zoom, WhatsApp, etc)

    If you are experiencing issues getting the app to communicate with your headphones, (assuming you have already paired the headphones with the device) go into the communication apps audio settings. You will likely find the resolution there. You may have to set your headphones as the ‘communication device’ within the app you are using. 

    If you are experiencing issues getting the app to communicate with your headphones, (assuming you have already paired the headphones with the device) go into the communication apps audio settings. You will likely find the resolution there. You may have to set your headphones as the ‘communication device’ within the app you are using. 

    Pairing issues with a Smartphone or Tablet
    1. First, try to restart the Bluetooth connection on your source device (Smartphone/tablet/PC) by switching Bluetooth off and on again with a short pause in between.

    2. "Forget" (remove) the previously paired connection (on your smartphone/tablet/PC) in your Bluetooth settings if you had once paired with your product.

    3. Try to restart the source device (Smartphone/tablet/PC) by powering it off and on again and after restarting, try to establish a Bluetooth connection to your product.

    4. If the above does not work, then try to restart your product (Portable speaker, Headphone) by turning it off and on again.

    5. Press and hold down the Bluetooth button on your device (Portable speaker, Headphones) to initiate pairing mode again.

    6. Go into the Bluetooth settings on your Smartphone/tablet or PC to start the pairing process.

    You should now have a successful pairing with your device. If you are still experiencing issues, please contact us again.
    How to avoid Bluetooth Interference or Interruptions
    • Always have clear line of sight between your Bluetooth device (speaker, headphones etc.) and source device (Smartphone/tablet/PC etc). Be aware of obstacles in front of your devices.

    • Try to shutdown other products that have Bluetooth, but are not being used. They are often the reason for interference even though they are not being used.

    • Do not stand too close to your Wi-Fi router since a Wi-Fi signal is stronger and in many cases will "overlap" the connection.

    • Be aware of walls around you. Concrete and brick walls will often interrupt the signal, as it cannot pass through such thick walls.

    • Bluetooth signals cannot travel through water, which includes the human body. Make sure with wireless headphones to keep your source device and the receiver on the same side of your body.

    • Open spaces such as parks can cause issues for your devices, as open air is "bad" for any Bluetooth signal if it cannot reflect from objects around you.
    More FAQs
  • TWS Left & Right Not Pairing Together
    The two earpieces of your TWS headphones should normally be connected together without issue.  However, if they are no longer paired to each other, please follow these steps, in order.
    1. Forget/unpair the headphones on your device.
    2. Manually pair the two earpieces together following the "Manual Pairing Left & Right" instructions in your Owner's Manual/Quick Start Guide.
    3. Pair the headphones to your device and see if this resolves the problem.
    4. If manual pairing does not fix the problem, forget/unpair the headphones on your device again.
    5. Initiate a Product Reset to reset the earbud’s Bluetooth connection.
      • Note that RESET will wipe all previous settings and pairings, so it will be necessary to pair your headphones with your devices again
      • Follow the Product Reset instructions in your Owner's Manual/Quick Start Guide.
      • Manually pair the 2 buds together again, as you did in step 2.  This additional step is necessary because, by default, the reset procedure does not automatically pair the two ear pieces together, but it does wipe all previous settings and resets the internal processor, so it is necessary to manually pair the two ear pieces together again.
      • Pair the buds to your Source Device.
    Headphones & Third Party Communication Apps (Skype, Zoom, WhatsApp, etc)

    If you are experiencing issues getting the app to communicate with your headphones, (assuming you have already paired the headphones with the device) go into the communication apps audio settings. You will likely find the resolution there. You may have to set your headphones as the ‘communication device’ within the app you are using. 

    If you are experiencing issues getting the app to communicate with your headphones, (assuming you have already paired the headphones with the device) go into the communication apps audio settings. You will likely find the resolution there. You may have to set your headphones as the ‘communication device’ within the app you are using. 

    Pairing issues with a Smartphone or Tablet
    1. First, try to restart the Bluetooth connection on your source device (Smartphone/tablet/PC) by switching Bluetooth off and on again with a short pause in between.

    2. "Forget" (remove) the previously paired connection (on your smartphone/tablet/PC) in your Bluetooth settings if you had once paired with your product.

    3. Try to restart the source device (Smartphone/tablet/PC) by powering it off and on again and after restarting, try to establish a Bluetooth connection to your product.

    4. If the above does not work, then try to restart your product (Portable speaker, Headphone) by turning it off and on again.

    5. Press and hold down the Bluetooth button on your device (Portable speaker, Headphones) to initiate pairing mode again.

    6. Go into the Bluetooth settings on your Smartphone/tablet or PC to start the pairing process.

    You should now have a successful pairing with your device. If you are still experiencing issues, please contact us again.
    How to avoid Bluetooth Interference or Interruptions
    • Always have clear line of sight between your Bluetooth device (speaker, headphones etc.) and source device (Smartphone/tablet/PC etc). Be aware of obstacles in front of your devices.

    • Try to shutdown other products that have Bluetooth, but are not being used. They are often the reason for interference even though they are not being used.

    • Do not stand too close to your Wi-Fi router since a Wi-Fi signal is stronger and in many cases will "overlap" the connection.

    • Be aware of walls around you. Concrete and brick walls will often interrupt the signal, as it cannot pass through such thick walls.

    • Bluetooth signals cannot travel through water, which includes the human body. Make sure with wireless headphones to keep your source device and the receiver on the same side of your body.

    • Open spaces such as parks can cause issues for your devices, as open air is "bad" for any Bluetooth signal if it cannot reflect from objects around you.
    More FAQs
  • How to connect your headphones to the Amazon Alexa for Android and iOS devices
    Visit the App Store and download the ‘Amazon Alexa’ App.

      Set up Amazon Alexa #1.png
    1. Click the Plus(+) button on the top right of the screen.
    2. Then select ‘Add Device‘.
    3. Select headphones from the list and then choose your Headphones from the list of available devices.
    4. Follow the rest of the instructions in the Alexa App to complete the setup.
    Voice Assistant Headphone Connection
    If you are having trouble pairing your headphones or if your device is asking for a PIN, please make sure to check all available BT connections in your device's settings. Verify that you are connecting to the headphone's product name that excludes 'LE'. The 'LE' connection is only intended for voice assistant feature compatible with your headphones. If the voice assistant feature has not yet been configured, this would explain why the 'LE' connection appears as an available connection, but cannot be used for Bluetooth audio.

    https://harman.widen.net/s/dtsldx6jxx/bluetooth-pairing-issue-with-voice-assistant-headphone-le-image1 
    Microphone Placement
    Below you can see the placements of the microphones on some of our headphone models:

    Live Pro+ TWS
    JBL_Live Pro  TWS_Product Image_ XRay with call-out.jpg

    Tour Pro+ TWS
    JBL_TOUR PRO _Product Image_XRay_Callout.png JBL_TOUR PRO _Product Image_XRay_Callout_2.png

    Tour One
    JBL_Tour One Enhanced Media_4-mic.png
    How to connect your headphones to the Google Assistant for iOS devices
    Visit your App store to download the ‘Google Assistant’ App.

    After you have paired your JBL headphones to your device via Bluetooth, you should receive a pop-up notification (pictured below). Please tap the notification on your device to start the Google Assistant setup. You will now be directed to the Google Assistant App.

    Step 1

      Set up Google Assistant #1.png
    Follow the steps to connect and pair “JBL XXXX-LE” with the Google Assistant App, the name will depend on your model.
    Once set up is complete, you will see the below screen:

    Step 2

    Set up Google Assistant #2.png

    PLEASE NOTE: To verbally interact with your Google Assistant via the headphone, you must turn on the ‘Spoken Notifications’ in the Google Assistant App. This can be found under Assistant Devices > Notifications. Alternatively, your JBL headphones can be added to the Google Assistant App manually by adding them as a Bluetooth device if this was not done when first paired. Google Assistant must be selected as your chosen voice assistant in the settings of the My JBL Headphones App also.
      Set up Google Assistant #3.png
    Set up Google Assistant #4.png
    More FAQs
  • Can my headphones be connected to two devices simultaneously?
    Yes, the headphones have Multipoint Connection, which allows you to switch seamlessly between the connected devices. 
    Voice Assistant Headphone Connection
    If you are having trouble pairing your headphones or if your device is asking for a PIN, please make sure to check all available BT connections in your device's settings. Verify that you are connecting to the headphone's product name that excludes 'LE'. The 'LE' connection is only intended for voice assistant feature compatible with your headphones. If the voice assistant feature has not yet been configured, this would explain why the 'LE' connection appears as an available connection, but cannot be used for Bluetooth audio.

    https://harman.widen.net/s/dtsldx6jxx/bluetooth-pairing-issue-with-voice-assistant-headphone-le-image1 
    Firmware Information - JBL Firmware Update App

    If you are experiencing issues with your headphones' Bluetooth disconnecting and reconnecting while on standby, there is a new Firmware Update app to resolve this issue. Start by downloading the app  "JBL Firmware Update" (see links below).
    Google Play Store:
    https://play.google.com/store/apps/details?id=com.jbl.tune.update
    App Store: https://apps.apple.com/gb/app/jbl-firmware-update/id1548227663

    Once downloaded, you can update your headphones firmware from there. 
    Below you can see step by step images of the update process.


    Screenshot_JBL FW Update-01.jpg Screenshot_JBL FW Update-01.jpg Screenshot_JBL FW Update-01.jpg Screenshot_JBL FW Update-01.jpg Screenshot_JBL FW Update-01.jpg Screenshot_JBL FW Update-01.jpg 

  • How to manually pair your Earbud(s) if you lose connection
    In case one of the earbuds loses its connection, you can do a manual pairing process by following the instructions below.
    1. You can manually pair your earbuds by placing both back into the charging case and closing the lid.
    2. Open the lid again, take them out of the charging case, and tap 3 times on each earbud simultaneously until you see the purple LED flash.
    3. You will see the earbuds enter into Bluetooth pairing mode, and the connection between the Left and Right earbud is successful.
  • How to connect your headphones to the Amazon Alexa for Android and iOS devices
    Visit the App Store and download the ‘Amazon Alexa’ App.

      Set up Amazon Alexa #1.png
    1. Click the Plus(+) button on the top right of the screen.
    2. Then select ‘Add Device‘.
    3. Select headphones from the list and then choose your Headphones from the list of available devices.
    4. Follow the rest of the instructions in the Alexa App to complete the setup.
    Voice Assistant Headphone Connection
    If you are having trouble pairing your headphones or if your device is asking for a PIN, please make sure to check all available BT connections in your device's settings. Verify that you are connecting to the headphone's product name that excludes 'LE'. The 'LE' connection is only intended for voice assistant feature compatible with your headphones. If the voice assistant feature has not yet been configured, this would explain why the 'LE' connection appears as an available connection, but cannot be used for Bluetooth audio.

    https://harman.widen.net/s/dtsldx6jxx/bluetooth-pairing-issue-with-voice-assistant-headphone-le-image1 
    Waterproof Information (IPX7)

    This unit is IPX7 rated, which means that you can submerge the unit in water as deep as 3 feet (1 meter) for up to 30 minutes.

    IPX7-icon.png
    How to connect your headphones to the Google Assistant for iOS devices
    Visit your App store to download the ‘Google Assistant’ App.

    After you have paired your JBL headphones to your device via Bluetooth, you should receive a pop-up notification (pictured below). Please tap the notification on your device to start the Google Assistant setup. You will now be directed to the Google Assistant App.

    Step 1

      Set up Google Assistant #1.png
    Follow the steps to connect and pair “JBL XXXX-LE” with the Google Assistant App, the name will depend on your model.
    Once set up is complete, you will see the below screen:

    Step 2

    Set up Google Assistant #2.png

    PLEASE NOTE: To verbally interact with your Google Assistant via the headphone, you must turn on the ‘Spoken Notifications’ in the Google Assistant App. This can be found under Assistant Devices > Notifications. Alternatively, your JBL headphones can be added to the Google Assistant App manually by adding them as a Bluetooth device if this was not done when first paired. Google Assistant must be selected as your chosen voice assistant in the settings of the My JBL Headphones App also.
      Set up Google Assistant #3.png
    Set up Google Assistant #4.png
    More FAQs
  • How to connect your headphones to the Amazon Alexa for Android and iOS devices
    Visit the App Store and download the ‘Amazon Alexa’ App.

      Set up Amazon Alexa #1.png
    1. Click the Plus(+) button on the top right of the screen.
    2. Then select ‘Add Device‘.
    3. Select headphones from the list and then choose your Headphones from the list of available devices.
    4. Follow the rest of the instructions in the Alexa App to complete the setup.
    How to connect your headphones to the Google Assistant for iOS devices
    Visit your App store to download the ‘Google Assistant’ App.

    After you have paired your JBL headphones to your device via Bluetooth, you should receive a pop-up notification (pictured below). Please tap the notification on your device to start the Google Assistant setup. You will now be directed to the Google Assistant App.

    Step 1

      Set up Google Assistant #1.png
    Follow the steps to connect and pair “JBL XXXX-LE” with the Google Assistant App, the name will depend on your model.
    Once set up is complete, you will see the below screen:

    Step 2

    Set up Google Assistant #2.png

    PLEASE NOTE: To verbally interact with your Google Assistant via the headphone, you must turn on the ‘Spoken Notifications’ in the Google Assistant App. This can be found under Assistant Devices > Notifications. Alternatively, your JBL headphones can be added to the Google Assistant App manually by adding them as a Bluetooth device if this was not done when first paired. Google Assistant must be selected as your chosen voice assistant in the settings of the My JBL Headphones App also.
      Set up Google Assistant #3.png
    Set up Google Assistant #4.png
    How to use Google Assistant with your headphones
    After setting up Google Assistant on your headphones through the My JBL Headphones app, use Google Assistant by pressing & holding the touch panel for 2 seconds on the earbud that you enabled the voice assistant feature on.
    Trigger Google - #1 FAQ.png
    Press and hold the Action button to begin. Requires pairing with eligible phone and internet connection. For examples of questions and things you can do, visit: https://assistant.google.com/platforms/phones/#headphones

    Get your notifications
    Double-tap the Action button.

    Stop your Google Assistant
    Touch the Action button.

    Reply to the message (where available)
    After receiving a message notification, touch and hold the Action button to respond. When you’re done, release the button.

    For more information on what your Google Assistant can do, visit: https://assistant.google.com/platforms/headphones

     
    How to connect your headphones to the Google Assistant for Android devices
    If not pre-installed on your Android device, visit your App store to download the ‘Google Assistant’ App.

    After you have paired your JBL headphones to your device via Bluetooth, you should receive a pop-up notification (pictured below). Please tap the notification on your device to start the Google Assistant setup. You will now be directed to the Google Assistant App.

    Step 1

      Set up Google Assistant #5.png
    Follow the steps to connect and pair “JBL XXXX-LE” (depends on your model) with your devices.
    Once set up is complete, you will see the below screen:

    Step 2

    Set up Google Assistant #2.png

    PLEASE NOTE: In order to verbally interact with your Google Assistant via the headphone you must turn on the ‘Spoken Notifications’ in the Google Assistant App. This can be found under: Assistant Devices > Notifications. Alternatively, your JBL headphones can be added to the Google Assistant App manually by adding them as a Bluetooth device if this was not done when first paired. Google Assistant must be selected as your chosen voice assistant in the settings of the My JBL Headphones App also.
    Set up Google Assistant #3.png
    Set up Google Assistant #4.png
    More FAQs
  • Waterproof Information (IPX7)

    This unit is IPX7 rated, which means that you can submerge the unit in water as deep as 3 feet (1 meter) for up to 30 minutes.

    IPX7-icon.png
    Headphones & Third Party Communication Apps (Skype, Zoom, WhatsApp, etc)

    If you are experiencing issues getting the app to communicate with your headphones, (assuming you have already paired the headphones with the device) go into the communication apps audio settings. You will likely find the resolution there. You may have to set your headphones as the ‘communication device’ within the app you are using. 

    If you are experiencing issues getting the app to communicate with your headphones, (assuming you have already paired the headphones with the device) go into the communication apps audio settings. You will likely find the resolution there. You may have to set your headphones as the ‘communication device’ within the app you are using. 

    How to avoid Bluetooth Interference or Interruptions
    • Always have clear line of sight between your Bluetooth device (speaker, headphones etc.) and source device (Smartphone/tablet/PC etc). Be aware of obstacles in front of your devices.

    • Try to shutdown other products that have Bluetooth, but are not being used. They are often the reason for interference even though they are not being used.

    • Do not stand too close to your Wi-Fi router since a Wi-Fi signal is stronger and in many cases will "overlap" the connection.

    • Be aware of walls around you. Concrete and brick walls will often interrupt the signal, as it cannot pass through such thick walls.

    • Bluetooth signals cannot travel through water, which includes the human body. Make sure with wireless headphones to keep your source device and the receiver on the same side of your body.

    • Open spaces such as parks can cause issues for your devices, as open air is "bad" for any Bluetooth signal if it cannot reflect from objects around you.
    How do I prevent damage to my USB charging sockets for my headphones?

    There are several easy ways to prevent damage to your headphones, and please follow the steps below.

    1. If the USB port has a cover, please always have it covered, except when charging.

    2. Always be sure the USB port and connector are dry before connecting to charge.

    3. Do not allow any oils, stains, sweat, or corrosive materials to contact the charging port. It will eventually damage the port.

    4. Do not damage or block the USB port. For example, do not force it in if you have trouble inserting the USB connector into the port. Instead, examine the port and remove foreign substances that might be inside or blocking the port.

    If you need more assistance, please contact the Customer Service team.
     
    More FAQs
  • Waterproof Information
    This product does not feature an IPX rating and is not waterproof. Over exposure to water or moisture can result in irreversible damage to this unit.
    TWS Left & Right Not Pairing Together
    The two earpieces of your TWS headphones should normally be connected together without issue.  However, if they are no longer paired to each other, please follow these steps, in order.
    1. Forget/unpair the headphones on your device.
    2. Manually pair the two earpieces together following the "Manual Pairing Left & Right" instructions in your Owner's Manual/Quick Start Guide.
    3. Pair the headphones to your device and see if this resolves the problem.
    4. If manual pairing does not fix the problem, forget/unpair the headphones on your device again.
    5. Initiate a Product Reset to reset the earbud’s Bluetooth connection.
      • Note that RESET will wipe all previous settings and pairings, so it will be necessary to pair your headphones with your devices again
      • Follow the Product Reset instructions in your Owner's Manual/Quick Start Guide.
      • Manually pair the 2 buds together again, as you did in step 2.  This additional step is necessary because, by default, the reset procedure does not automatically pair the two ear pieces together, but it does wipe all previous settings and resets the internal processor, so it is necessary to manually pair the two ear pieces together again.
      • Pair the buds to your Source Device.
    Headphones & Third Party Communication Apps (Skype, Zoom, WhatsApp, etc)

    If you are experiencing issues getting the app to communicate with your headphones, (assuming you have already paired the headphones with the device) go into the communication apps audio settings. You will likely find the resolution there. You may have to set your headphones as the ‘communication device’ within the app you are using. 

    If you are experiencing issues getting the app to communicate with your headphones, (assuming you have already paired the headphones with the device) go into the communication apps audio settings. You will likely find the resolution there. You may have to set your headphones as the ‘communication device’ within the app you are using. 

    Pairing issues with a Smartphone or Tablet
    1. First, try to restart the Bluetooth connection on your source device (Smartphone/tablet/PC) by switching Bluetooth off and on again with a short pause in between.

    2. "Forget" (remove) the previously paired connection (on your smartphone/tablet/PC) in your Bluetooth settings if you had once paired with your product.

    3. Try to restart the source device (Smartphone/tablet/PC) by powering it off and on again and after restarting, try to establish a Bluetooth connection to your product.

    4. If the above does not work, then try to restart your product (Portable speaker, Headphone) by turning it off and on again.

    5. Press and hold down the Bluetooth button on your device (Portable speaker, Headphones) to initiate pairing mode again.

    6. Go into the Bluetooth settings on your Smartphone/tablet or PC to start the pairing process.

    You should now have a successful pairing with your device. If you are still experiencing issues, please contact us again.
    More FAQs
  • Waterproof Information
    This product does not feature an IPX rating and is not waterproof. Over exposure to water or moisture can result in irreversible damage to this unit.
    Headphones & Third Party Communication Apps (Skype, Zoom, WhatsApp, etc)

    If you are experiencing issues getting the app to communicate with your headphones, (assuming you have already paired the headphones with the device) go into the communication apps audio settings. You will likely find the resolution there. You may have to set your headphones as the ‘communication device’ within the app you are using. 

    If you are experiencing issues getting the app to communicate with your headphones, (assuming you have already paired the headphones with the device) go into the communication apps audio settings. You will likely find the resolution there. You may have to set your headphones as the ‘communication device’ within the app you are using. 

    Pairing issues with a Smartphone or Tablet
    1. First, try to restart the Bluetooth connection on your source device (Smartphone/tablet/PC) by switching Bluetooth off and on again with a short pause in between.

    2. "Forget" (remove) the previously paired connection (on your smartphone/tablet/PC) in your Bluetooth settings if you had once paired with your product.

    3. Try to restart the source device (Smartphone/tablet/PC) by powering it off and on again and after restarting, try to establish a Bluetooth connection to your product.

    4. If the above does not work, then try to restart your product (Portable speaker, Headphone) by turning it off and on again.

    5. Press and hold down the Bluetooth button on your device (Portable speaker, Headphones) to initiate pairing mode again.

    6. Go into the Bluetooth settings on your Smartphone/tablet or PC to start the pairing process.

    You should now have a successful pairing with your device. If you are still experiencing issues, please contact us again.
    How to avoid Bluetooth Interference or Interruptions
    • Always have clear line of sight between your Bluetooth device (speaker, headphones etc.) and source device (Smartphone/tablet/PC etc). Be aware of obstacles in front of your devices.

    • Try to shutdown other products that have Bluetooth, but are not being used. They are often the reason for interference even though they are not being used.

    • Do not stand too close to your Wi-Fi router since a Wi-Fi signal is stronger and in many cases will "overlap" the connection.

    • Be aware of walls around you. Concrete and brick walls will often interrupt the signal, as it cannot pass through such thick walls.

    • Bluetooth signals cannot travel through water, which includes the human body. Make sure with wireless headphones to keep your source device and the receiver on the same side of your body.

    • Open spaces such as parks can cause issues for your devices, as open air is "bad" for any Bluetooth signal if it cannot reflect from objects around you.
    More FAQs
  • Can my headphones be connected to two devices simultaneously?
    Yes, the headphones have Multipoint Connection, which allows you to switch seamlessly between the connected devices. 
    Voice Assistant Headphone Connection
    If you are having trouble pairing your headphones or if your device is asking for a PIN, please make sure to check all available BT connections in your device's settings. Verify that you are connecting to the headphone's product name that excludes 'LE'. The 'LE' connection is only intended for voice assistant feature compatible with your headphones. If the voice assistant feature has not yet been configured, this would explain why the 'LE' connection appears as an available connection, but cannot be used for Bluetooth audio.

    https://harman.widen.net/s/dtsldx6jxx/bluetooth-pairing-issue-with-voice-assistant-headphone-le-image1 
    Headphones & Third Party Communication Apps (Skype, Zoom, WhatsApp, etc)

    If you are experiencing issues getting the app to communicate with your headphones, (assuming you have already paired the headphones with the device) go into the communication apps audio settings. You will likely find the resolution there. You may have to set your headphones as the ‘communication device’ within the app you are using. 

    If you are experiencing issues getting the app to communicate with your headphones, (assuming you have already paired the headphones with the device) go into the communication apps audio settings. You will likely find the resolution there. You may have to set your headphones as the ‘communication device’ within the app you are using. 

    How to avoid Bluetooth Interference or Interruptions
    • Always have clear line of sight between your Bluetooth device (speaker, headphones etc.) and source device (Smartphone/tablet/PC etc). Be aware of obstacles in front of your devices.

    • Try to shutdown other products that have Bluetooth, but are not being used. They are often the reason for interference even though they are not being used.

    • Do not stand too close to your Wi-Fi router since a Wi-Fi signal is stronger and in many cases will "overlap" the connection.

    • Be aware of walls around you. Concrete and brick walls will often interrupt the signal, as it cannot pass through such thick walls.

    • Bluetooth signals cannot travel through water, which includes the human body. Make sure with wireless headphones to keep your source device and the receiver on the same side of your body.

    • Open spaces such as parks can cause issues for your devices, as open air is "bad" for any Bluetooth signal if it cannot reflect from objects around you.
    More FAQs
  • How to connect your headphones to the Amazon Alexa for Android and iOS devices
    Visit the App Store and download the ‘Amazon Alexa’ App.

      Set up Amazon Alexa #1.png
    1. Click the Plus(+) button on the top right of the screen.
    2. Then select ‘Add Device‘.
    3. Select headphones from the list and then choose your Headphones from the list of available devices.
    4. Follow the rest of the instructions in the Alexa App to complete the setup.
    Do JBL Club Headphones Support aptX?
    JBL Club headphones do not support aptX. There are a number of different platforms available and our choice was driven by the one that provides the combination of best sound quality and user experience. The platform that we have selected perfectly fits the requirements of the JBL Club series including voice integration and audio customization whilst supplying the Hi Res-certified headphones with the quality of audio they deserve.
    Voice Assistant Headphone Connection
    If you are having trouble pairing your headphones or if your device is asking for a PIN, please make sure to check all available BT connections in your device's settings. Verify that you are connecting to the headphone's product name that excludes 'LE'. The 'LE' connection is only intended for voice assistant feature compatible with your headphones. If the voice assistant feature has not yet been configured, this would explain why the 'LE' connection appears as an available connection, but cannot be used for Bluetooth audio.

    https://harman.widen.net/s/dtsldx6jxx/bluetooth-pairing-issue-with-voice-assistant-headphone-le-image1 
    How to connect your headphones to the Google Assistant for iOS devices
    Visit your App store to download the ‘Google Assistant’ App.

    After you have paired your JBL headphones to your device via Bluetooth, you should receive a pop-up notification (pictured below). Please tap the notification on your device to start the Google Assistant setup. You will now be directed to the Google Assistant App.

    Step 1

      Set up Google Assistant #1.png
    Follow the steps to connect and pair “JBL XXXX-LE” with the Google Assistant App, the name will depend on your model.
    Once set up is complete, you will see the below screen:

    Step 2

    Set up Google Assistant #2.png

    PLEASE NOTE: To verbally interact with your Google Assistant via the headphone, you must turn on the ‘Spoken Notifications’ in the Google Assistant App. This can be found under Assistant Devices > Notifications. Alternatively, your JBL headphones can be added to the Google Assistant App manually by adding them as a Bluetooth device if this was not done when first paired. Google Assistant must be selected as your chosen voice assistant in the settings of the My JBL Headphones App also.
      Set up Google Assistant #3.png
    Set up Google Assistant #4.png
    More FAQs
  • Re-establishing Volume Levels/Balance between Earbuds and charging
    As with all in-ear headphones, our range of TWS headphones can be susceptible to a build up of dust and earwax. This can cause low volume on one or both earbuds, or balance issues (e.g. right earbud is louder than the left earbud). To reduce the likelihood of these issues occurring, it is a good idea to periodically clean your earbuds. Clean the earbuds by removing dust and wax after each use, using a pointed toothpick to remove larger amounts and a small amount of rubbing alcohol applied to a cotton swab for final degreasing. Remember to clean the charging points on the headphones and inside the charging case.

    If you are experiencing volume or balance issues, always check for wax and dirt in and around the earbud and driver and complete cleaning of the earbuds as described above. If the issue persists, there may be earwax/dirt stuck in the small holes in the grille in front of the driver, preventing sound output. To resolve the issue try dipping the affected earbud tip into a solution of lukewarm tap water and a small amount of dish soap (washing up liquid). The earbud tip should only be put into the liquid up to a maximum depth of 1-2 mm only (see images below). Immersing the earbuds in water or putting the earbuds in water at a larger depth than this could void your warranty. Keep the earbud tip in the water for about 2-3 minutes, then wipe/clean the grille with a small brush (such as a toothbrush). This should remove the wax and resolve the volume/balance issues.

    cleaning-earstick-tip 
    Waterproof Information
    This product does not feature an IPX rating and is not waterproof. Over exposure to water or moisture can result in irreversible damage to this unit.
    aptX Audio Codec Support
    This headphone does not support aptX, aptX HD, aptX Low Latency audio codecs.
    Headphones & Third Party Communication Apps (Skype, Zoom, WhatsApp, etc)

    If you are experiencing issues getting the app to communicate with your headphones, (assuming you have already paired the headphones with the device) go into the communication apps audio settings. You will likely find the resolution there. You may have to set your headphones as the ‘communication device’ within the app you are using. 

    If you are experiencing issues getting the app to communicate with your headphones, (assuming you have already paired the headphones with the device) go into the communication apps audio settings. You will likely find the resolution there. You may have to set your headphones as the ‘communication device’ within the app you are using. 

    More FAQs
  • My earbuds are disconnected for the left & right, what could I do?
    1. Insert both earbuds into the charging case.
    2. Try to click 5 times on both left and right earbuds button simultaneously, to reconnect left and right earbuds.

     
  • Re-establishing Volume Levels/Balance between Earbuds and charging
    As with all in-ear headphones, our range of TWS headphones can be susceptible to a build up of dust and earwax. This can cause low volume on one or both earbuds, or balance issues (e.g. right earbud is louder than the left earbud). To reduce the likelihood of these issues occurring, it is a good idea to periodically clean your earbuds. Clean the earbuds by removing dust and wax after each use, using a pointed toothpick to remove larger amounts and a small amount of rubbing alcohol applied to a cotton swab for final degreasing. Remember to clean the charging points on the headphones and inside the charging case.

    If you are experiencing volume or balance issues, always check for wax and dirt in and around the earbud and driver and complete cleaning of the earbuds as described above. If the issue persists, there may be earwax/dirt stuck in the small holes in the grille in front of the driver, preventing sound output. To resolve the issue try dipping the affected earbud tip into a solution of lukewarm tap water and a small amount of dish soap (washing up liquid). The earbud tip should only be put into the liquid up to a maximum depth of 1-2 mm only (see images below). Immersing the earbuds in water or putting the earbuds in water at a larger depth than this could void your warranty. Keep the earbud tip in the water for about 2-3 minutes, then wipe/clean the grille with a small brush (such as a toothbrush). This should remove the wax and resolve the volume/balance issues.

    cleaning-earstick-tip 
    Waterproof Information
    This product does not feature an IPX rating and is not waterproof. Over exposure to water or moisture can result in irreversible damage to this unit.
    aptX Audio Codec Support
    This headphone does not support aptX, aptX HD, aptX Low Latency audio codecs.
    TWS Left & Right Not Pairing Together
    The two earpieces of your TWS headphones should normally be connected together without issue.  However, if they are no longer paired to each other, please follow these steps, in order.
    1. Forget/unpair the headphones on your device.
    2. Manually pair the two earpieces together following the "Manual Pairing Left & Right" instructions in your Owner's Manual/Quick Start Guide.
    3. Pair the headphones to your device and see if this resolves the problem.
    4. If manual pairing does not fix the problem, forget/unpair the headphones on your device again.
    5. Initiate a Product Reset to reset the earbud’s Bluetooth connection.
      • Note that RESET will wipe all previous settings and pairings, so it will be necessary to pair your headphones with your devices again
      • Follow the Product Reset instructions in your Owner's Manual/Quick Start Guide.
      • Manually pair the 2 buds together again, as you did in step 2.  This additional step is necessary because, by default, the reset procedure does not automatically pair the two ear pieces together, but it does wipe all previous settings and resets the internal processor, so it is necessary to manually pair the two ear pieces together again.
      • Pair the buds to your Source Device.
    More FAQs
  • My earbuds are disconnected for the left & right, what could I do?
    1. Insert both earbuds into the charging case.
    2. Try to click 5 times on both left and right earbuds button simultaneously, to reconnect left and right earbuds.

     

Further Support

Bluetooth Pairing Guide

Do you need help with Bluetooth Pairing? This guide can help you

Learn more

Reset Guide

Do you need help to reset your product? Go here to find the instructions

Learn more

Headphone Support Guide

Need help to resolve some of the most common headphone challenges?

Learn more

Gaming Support

Need help with your JBL Quantum? Check out the Quantum support page!

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Order Status

Do you need to check the status of your order?

Check Order Status

Accessories

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