Headphones

  • How do the Soundgear Sense earbuds work?

    The Soundgear Sense earbuds use JBL OpenSound Technology to deliver rich, full-range sound, while minimizing what others nearby can hear. The earbuds sit outside the ear canal, resting securely on the natural curve of the ear and the precision-placed acoustic ports channel sound directly into the ears. The ear canal remains from any blockage, and this allows the user to still hear ambient sounds while listening to music or taking calls.

    What is the wearing style of the Soundgear Sense?

    Soundgear Sense provides two wearing styles, either as regular TWS headphones with an ear hook for a secure fit, or as a neckband headphone with the optional detachable neckband. Both wearing styles offer the same open ear experience with rich, full-range sound, it is just a matter of your own preference or use case which wearing style you choose. 

    Can the Soundgear Sense earbuds be used for exercising or sports?

    Yes, the Soundgear Sense earbuds can be used for exercising like hiking and riding a bicycle, they have an IP54 rating. The flexible ear hook design ensures they fit securely and comfortably in the ear to prevent them from falling out during activity. For an extra secure fit, you can use the optional neckband during rigorous exercise

  • 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.
    Microphone use while using Wired Aux Connection
    While using the Wired Aux Connection, the microphone will be switched off. 
    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.
    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 JBL Headphones App Support
    This headphone is supported by the My JBL Headphones App.
    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 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
    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
    More FAQs
  • My JBL Headphones App Support
    This headphone is supported by the My JBL Headphones App.
    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 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
    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

     
    More FAQs
  • My JBL Headphones App Support
    This headphone is supported by the My JBL Headphones App.
    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 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
    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

     
    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.
  • 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 can I reset my JBL headphones?
    With the headphones switched ON, press and hold the Volume + and Volume - buttons for more than 5 seconds. The LED blinks two colors, and now you have reset to factory settings.
    How do I turn on pairing mode?
    To activate Bluetooth pairing mode, please follow these steps:
    • Press the Bluetooth button on the bottom of the right headphone.
    Now find the Headphone in your Bluetooth device settings and select it to connect.
    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.
  • Is it possible to turn off the blinking blue LED light from my headphones?
    No. There is no way to turn off the blue LED light from our wireless headphones unless they are turned off.

Further Support

Did you buy the real thing?

Counterfeit products are not authentic and therefore do not meet the high quality and safety standards established by JBL

These products are inferior and usually fail a short time after first use due to poor components & expose consumers to potential safety hazards even when not in use.

Buy Authentic

Find a dealer

To ensure you are purchasing a genuine JBL product, and not a counterfeit, buy direct from one of our websites or shop with confidence at any of our JBL authorized online dealers.

Where to Buy

Headphone Support Guide

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

Learn more

Watch & Learn

Have you seen our Youtube channel?

Many of our products have videos introducing them.

Learn more

Can’t find what you’re looking for?

Call Us

Call Us

Talk to a support agent
Call us now at: (800) 336-4525

Mon - Fri: 9:00 am - 11:00 pm (ET)
Sat - Sun: 9:00 am - 5:00 pm (ET)

Chat With Us

Chat With Us

Mon - Fri: 9:00 am - 11:00 pm (ET)
Sat - Sun: 9:00 am - 5:00 pm (ET)

message

Ask a Product Expert

Get help with questions about product features, set-up and troubleshooting.

IMPORTANT: Product Experts cannot help with warranty, refund or order-related issues.

Always Available.

(United States/Canada only)