When the earphones are placed in the case and the lid is closed, audio will be paused, Bluetooth will be disconnected, and charging will commence. In the following cases, audio may not stop.

Earphones aren’t properly placed in the case

With the earphones inside, open the charging case and check the earphones’ LED. If they are contained properly, the lights on both earphones will turn on for about one second directly after opening the case. If the LEDs don’t turn on, take out the earphone which didn’t light up and properly replace it into the case.

[Video] This is how the LEDs should light up

Charging terminals are obstructed or dirty

When charging terminals are blocked or dirty, they cannot connect properly. This may lead to the earphones not being recognized by the case and thus audio will continue to play. Try cleaning the case’s terminals with a cotton swab or toothpick and check if the issue has been resolved.

[Video] How to clean the charging terminals

Charging case has low battery

When the charging case has low battery, the earphones may not be recognized by the case and thus audio will continue to play. If the case runs out of battery while the earphones are inside, the earphones will turn on and pairing will commence. (To turn the earphones off without placing them in the case, disconnect from Bluetooth and hold down the right or left button. Check the remaining charge using the below as a guide, and charge the case if necessary.

How to check the case's remaining battery life

• Orange: Earphone/case charging
• Blinking orange: Case has low battery. Please connect the charging cable.
• White: Case charging complete.

If you’ve tried the above and the problem still hasn't been resolved, please contact customer support.

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