SOUNDPEATS Air5 FAQ

BLUETOOTH

First time of use:

1. Keep the earbuds in the charging case, open the charging case lid to turn them on automatically. Close the charging case lid to turn them off automatically.
2. After the earbuds are turned on, search and select the name of the Bluetooth device on your cell phone to connect SOUNDPEATS Air5 successfully.

How to reset SoundPEATS Air5?

Keep the earbuds in the charging case and open the charging case lid.

Reset: Long press the charging case button for 10 seconds until the indicator light flashes white and red twice.

Enter pairing mode manually: Long press the charging case button for 3s and the indicator light flashed white until the earbuds are connected successfully.

Why is the Bluetooth connection unstable sometimes?

What can I do if the earbuds stopped connecting to my device?

1. Clear the pairing record between the earbuds and all of the previous devices.
2. Try to clear some Bluetooth listings on your device and restart the device.
3. Put the earbuds into the charging case to reset.
4. Activate Bluetooth on the device, and choose "SOUNDPEATS Air5" on Bluetooth list to pair.

What can I do if the left earbud and the right earbud won't work together?

1. Please use a bit of light sandpaper or microfiber cloth with a bit of rubbing alcohol to clean the charging connectors to ensure the earbuds charge well.
2. Put them into the charging case to reset.

What can I do if the earbuds connect to my phone, but not my Mac-book/computer?

1. Unpaired the earbuds from the phone, then the earbuds will lose Bluetooth connection to the phone.
2. Put the earbuds into the charging case to reset.
3. Then open the Bluetooth of your Mac-book/computer to connect.
4. If those do not help, you may need to update your computer's Bluetooth driver. There is no driver for it. Bluetooth drivers must come from the specific manufacturer for your exact computer model. Download and install the appropriate Bluetooth driver from the computer vendor's website, then restart your system before attempting to pair and connect to your SoundPEATS earbuds.

Why is the signal intermittent when I am outdoors?

In the outdoors, the Bluetooth signal will be interfered, such as subways, high-speed rails, trains, dense traffic lights, car engines and so on. And if the phone is in your pocket, and the engine ear is diagonal to the phone, it will affect the Bluetooth signal. As human body is the biggest source of signal blocking. So when the left earbud is the engine earbud, please put your phone in the left pocket, which will be better.

Why the earbuds cannot connect to my TV or watch?

Please clear the pairing record between the earbuds and all of your other devices first, then reset them as the user manual. If it does not help, please contact SoundPEATS for a refund before you are ready to return the item.

How to connect the earbuds with two devices at the same time?

Please activate the multi-point connection function in the PeatsAudio app before you are ready to use it.

The pairing steps are as follows;

1. Turn off the Bluetooth on Device A after successfully connecting to the earphones.
2. Repeat the pairing operation to connect the earphones to Device B.
3. Turn on the Bluetooth on Device A after successfully pairing to Device B.
4. Once the earphones are re-connected with Device A, the multi-point connection function can work now.

SOUND

Why does the volume of the earbuds reduce after using a period of time?

1. It may be caused by the sound hole being blocked by foreign objects. Please try to gently clean it with a little alcohol to avoid dust or secretions blocking.
2. Please change other devices to see if the problem still exists.
3. Please reset the earbuds.

What can I do if one earbud is quieter than the other?

1. Please change other songs or videos. For some songs and videos, the sound effect is unstable.
2. Please change other devices. You can try this way:
   • Unpaired and delete from your original device
   • Pair to a new device and play music
   • Unpaired and delete from this new device
   • Pair back with original device
3. It may be caused by the sound hole being blocked by foreign objects. Please try to gently clean it with a little alcohol to avoid dust or secretions blocking.
4. Try to reset the earbuds.
5. Please also adjust the "Audio Equalizer" in your phone to see if it helps:
   • For iPhone: [General] - [Accessibility] - [Hearing]
   • For Android: [Accessibility features] - [Accessibility] - [Audio balance]
6. Do a test of "Adaptive EQ" in the Application.

Why the other side could not hear me when calling?

1. Please choose to pick up phone calls via the earbuds.
2. Please do not mute the phone calls.
3. Please clean the Mic holes to avoid dust or secretions blocking.
4. Please wear both the earbuds instead of any single one.
5. Please kindly adjust the volume through the earbuds and devices.
6. If you are using the earbuds with an Android phone, please check the settings to see if you have allowed both phone audio and media audio to be transmitted through the earbuds.
7. Please change other devices to have a try.

Why doesn't the mic work well when the earbuds are connected to the PC/laptop?

When you connect our earbuds to the PC/laptop, for some devices in old windows version, it may show two lists: "SOUNDPEATS Air5 Hands- Free AG Audio" and "SOUNDPEATS Air5 Stereo". Please kindly choose "SOUNDPEATS Air5 Stereo" to play media audio, and if you use call audio, you can manually change to "SOUNDPEATS Air5 Hands-Free AG Audio" to give a try.

If you want use call audio via the earbuds on your Mac or Windows, please set the as follows:

A) Input device: Disable: Realtek(R) Audio as speaker and "SOUNDPEATS Air5 Stereo"

B) Output device: Disable: Realtek(R) Audio as microphone or stereo mix

C) Please only set "SOUNDPEATS Air5 Hands- Free AG Audio" as the Input device and Output device. Then you will use earbuds to make call audio.

CHARGING

What does the indicator light of the charging case display?

1. Charging Case Battery Indicator:
   • 100%-50% Green
   • 49%-10% Yellow
   • <10% Red
2. Charging Case Indicator while Charging:
   • <20% The Red light flashes slowly
   • 20%-69% The Yellow light flashes slowly
   • 70%-99% The Green light flashes slowly
   • 100% The Green light stays on

How to confirm the charging states?

When you put the earbuds into the charging case one by one, the light on the charging case will flash once.

How to charge the charging case?

1. Connect the charging case to a Type-C charger. (The current doesn't exceed 1A)
2. If the earbuds stay idle for an extended period, charge them at least every three months to prevent the battery from being damaged.

What should I do if the charging case won't charge?

Please try to use another known working charging cable to charge the charging case for more than 10 hours through your computer. Compared to other electronics, the earbuds are low power products. Hence for charging safety, please do not use fast charger.

Why are the earbuds still connecting to my phone after placing them back and close the case lid?

1. The charging case has no remaining power. Placing the earbuds back into the charging case can't turn them off if the case battery is dead.
2. Please make sure the earbuds are correctly placed in the charging case, and make sure the charging contacts are clean. Please try to clean the places between the charging case and the earbuds with something like a microfiber cloth.
3. Sometimes, when you put earbuds into the charging case, they may not respond in a timely manner. Please try to take them out and put them back in repeatedly.

Does the earbuds not use for a long time without charging cause the earbuds not to turn on or the battery to drain quickly?

In fact, the battery of the earbuds needs maintenance. Actually you need to charge your electronics at least every three months, if not, the earbuds can cause deep self-discharge by not charging for a long time, damaging the battery. In addition, not using the earbuds for a long time, and earbuds storage location is not dry, moisture will also cause damage to the earbuds. If you haven't used your earbuds for several months, the battery is probably dead.

At this point, we suggest that you first check whether the charging case has power (whether the indicator light is on) and whether the charging contact at the bottom of the earbuds and charging case is dirty. If there is dirt, please clean the charging contact at the bottom of the charging case with dry cloth or dry paper towel. As for earbuds not turn on or the battery drain rapidly when earbuds are taken out of the case, we recommend you to repeatedly place the earbuds into the charging case for 2 hours and close the cover. Please try it for 1-2 days.

Why the battery life of the left and right earbud is inconsistent?

Generally speaking, the main earbud consumes more power. The difference may be within 10%.

Why the battery life of the earbuds does not match the product page promotion?

The product promotion page includes the duration of a single charge of the earbuds and the total duration of use with the charging case. The battery life of earbuds is related to volume and Bluetooth encoding.

Why the earbuds do not charge or the volume decreases after being exposed to rain?

The earbuds support waterproof. After encountering water, please dry the earbuds with a hair dryer and clean the charging port in a timely manner to ensure a dry environment before putting them into the charging case.

The product promotion page includes the duration of a single charge of the earbuds and the total duration of use with the charging case. The battery life of earbuds is related to volume and Bluetooth encoding.

TOUCH CONTROL

What can I do if the touch controls do not work always?

1. Please touch the middle of the control zone. And when your hand is wet, the touch control may not work, please keep your hand dry.
2. Clean the touch area of the earbuds.
3. Please try to skip the songs more times, you will find the best frequency to control the earbuds. When you don't find the frequency you may think the earbuds don't work, please give it some patient.
4. Another way for you to have a try: discharge the earbuds, then charge and reset.

APP

How to register an account?

1. Fill in email address; set and confirm password(***use some combinations of letters and numbers, avoid special characters like $%#@)
2. Click "get verification code"
3. Type in the code you get from your email
4. Finish register

Fail to receive the verification code?

1. Make sure your phone is connected with good network and try to send the code again about 2 minutes later;
2. Check your spam folders/junk inbox first
3. Try to register with a different email address, uninstall the App and then reinstall it and restart your device to register again
4. Please manually type your e-mail into the area instead of auto fill for your e mail address, and also please pay attention to the format of English letters and the space before and after the email address
5. Please try to turn off anti-virus software. If you have data encryption software on your phone, you may have to turn it off momentarily

What can I do if the earbuds won't connect to the APP?

1. Please first to check if your PeatsAudio earbuds app has updated to the newest version. You can log in the app and find the icon with three bars in the upper left corner, find "about" to check the SOUNDPEATS version is. Please upgrade to make sure you get the newest version.
2. Please make sure that the earbuds Bluetooth name is the default "SOUNDPEATS Air5 ". If you changed the default name, please change to its original format. Then restart your phone. Please note that if you change the default Bluetooth name of the model, it may cause connection issue to this app.
3. Please make sure the location function of your mobile phone turn on, and authorize our app to obtain all permissions needed from your phone to make the connection easier. Please allow the app to always access the phone information, and do not choose the blank pass of the system.
4. Please make sure both earbuds pair with each other, then connect to your phone first. After the earbuds connected to your phone, then please open the app to connect earbuds.
5. If the earbuds could not still connect to app, please follow the steps one by one:
   • try to turn off earbuds app completely (Turn off the background running of the app totally);
   • unpaired the earbuds via your phone, then turn off phone Bluetooth;
   • put two earbuds into the charging case and do a reset as the manual;
   • reconnect the earbuds to your phone first after reset (In this step, please make sure PeatsAudio APP is off);
   • re-open the app to search earbuds to connect to app;

What can I do if the APP could not update?

Please try the following:

1. Please try to reset the earbuds as the manual;
2. Take the earbuds out of the charging case and leave some time for the two earbuds to pair with each other. Then please turn on the blue tooth of your phone to connect with the earbuds;
3. Make sure your phone is connected with good network. Turn off the app and reopen it;
4. Try to connect the app with your phone and do the upgrade again;

Precautions during the app upgrade process:

• During the upgrade, the distance between the earbuds and the mobile phone must be within 0.5 meters;
• Do not put the earbuds into the charging case;
• Do not disconnect, play music, or answer the phone calls;
• Don't close or shrink the upgrade page;

CUSTOMER SERVICE TEAM

What should I do if the problem about the earbuds is not mentioned in this FAQ?

If there is no solution for your problem in this FAQ, please feel free to contact our Customer Service Team and we will provide you a solution as soon as possible. If we confirmed that the problem couldn't be solved, we will apply the replacement or refund for you. NO MATTER WHAT THE ISSUE IS, YOU DO NOT NEED TO OPEN A RETURN REQUEST ON THE ORDER PAGE.