STEP 1
Important: When charging the earbuds, you would see the red LED on the front side of the charging case. If LED is not lit, please go to another section "Defective charging case".
The X1 model comes with semi-transparent stickers on charging contacts of both earbuds that are used for pre-sales protection. Please remove the tape carefully and try to charge the earbuds again.
If your both earbuds still cannot charge, please take the following troubleshooting steps:
1) сlean the charging contacts on the earbuds with a slightly damp cotton swab when they are turned off (we recommend using water or a specially designed cleaning fluid sold for electronics).
2) сheck if the earbud slots in the charging case are free of debris.
3) try charging the case with another Type-C cable, another power source/another adaptor (if any).
4) push the earbuds into the charging case gently to make sure that the charging contacts of both earbuds are connected to the charging boxes' pins.
Note 1: High humidity and extreme temperatures can cause the deformation of the device and affect the battery performance and the case.
Note 2: The earbuds themselves have ipx4 (sweatproof) rating, the charging case is not sweatproof/waterproof.
STEP 2
If the issue still persists and you want our further assistance, please click Contact Us. We will help!