1. Charging & Connectivity Issues
a. Why aren’t my earbuds charging/connecting properly?
- Your earbuds may have experienced a pairing procedure issue where the two separate earbuds are both attempting to connect as two different earbuds.
- Perform a 5-tap reset on each earbud while they are in the charging case.
- Ensure the charging pads and earbuds' pins are clean and free of debris.
b. Why do my batteries die when plugged into the case?
- Your earbuds may not be properly docked in the case. Additionally, please check to see if the pins on the earbuds and the charging pads in the case are clean.
- Clean the charging pads on the earbuds and the case using a swab and rubbing alcohol.
- Reset your headphones using the guide attached (The 5-Tap Reset works for both SANWEAR and SANWEAR-GT).
2. Audio Issues
a. How do I fix audio that doesn’t have any bass/low ends?
- Ensure you are using the correct ear tip and sport hook sizes, and that each side is securely fitted into your ear. A twisting motion can help create a proper seal.
3. Fitment Issues
a. How do I get my SANWEAR to properly fit?
- Start with Ear Hook Sizing: Try the large ear hooks first, then move to medium and small until you find the most comfortable fit.
- Check Eartip Sizing: Similarly, start with the extra large eartips, then large, then medium, and finally small to ensure a proper seal.
- Initial Setup: Both ear tips and sport hooks come pre-fitted on the device in medium size.
Once the buds are twisted into your ear, they should fit comfortably and not fall out when you shake your head. You should also experience intense low ends and minimal outside noise.
4. Pairing Issues
a. My phone is connecting to my left and right SANWEAR separately.
- Put both earbuds in the charging case.
- Tap 5 times on each earbud to reset them.
- Repair the earbuds to your device.
5. Power Issues
a. Why aren’t my SANWEAR earbuds turning off when I put them in the charging case?
- Ensure your charging case is charged.
- Clean the charging pads on the earbuds and the case using a swab and rubbing alcohol.
6. Resetting Your Device
a. How do I reset my SANWEAR?
- Put both earbuds in the case.
- Tap 5 times on each earbud until the lights perform a reset sequence.
- Repair the device after this reset.
7. Light Indicators
a. What do the lights on the case indicate?
1) Exterior Case Light
- Pulsing White: Full Charge
- Pulsing Red: Charging
2) Interior Case Light
- White: 67-100% Charged
- Blue: 34-66% Charged
- Red: 1-33% Charged
3) In-Ear Monitor
- Flash Red & White: Pairing
- Flashing Red: Battery < 20%
- Pulsing Red: Charging
- White: Full Charge
7. Damage Issues
a. What should I do if my earbuds were accidentally damaged?
Depending on the damage, we may be able to offer replacement parts for a fee. If the damage is a result of manufacturing or any service-related issue covered under our 2-year manufacturer warranty, we will replace the damaged unit.