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 and your ears. 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.

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). The should remove the wax and resolve the volume/balance issues.

 

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.

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.

This headphone does not support aptX, aptX HD, aptX Low Latency audio codecs.