SOUNDPEATS POP Clip FAQ

First Time of Use:

1. The headset is in the charging case; open the charging case cover, and the headset will turn on automatically. Close the charging case cover, and the headset will turn off automatically.
2. After the headset is turned on, search and select the name of your cell phone's Bluetooth device, "SOUNDPEATS POP Clip", to connect successfully.

Note: For first-time use, please take out the headset from the charging case and remove the headset insulation film.

How to reset SoundPEATS POP Pro?

Open the charging box and place the headset in the charging box.

Reset: Long press the charging case button for 10 seconds until the indicator light flashes red quickly three times.

Enter pairing mode manually: Long press the charging case button for 2s, and the indicator light flashes white until the headset is connected successfully.

Why is the Bluetooth connection unstable sometimes?

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

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

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

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

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

1. Unpair the headset from the phone; the headset will lose Bluetooth connection to the phone.
2. Put the headset 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. 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 headset.

Why is the signal intermittent when I am outdoors?

In the outdoors, the Bluetooth signal can be interfered with by subways, high-speed rails, trains, dense traffic lights, car engines, and so on. If the phone is in your pocket and the earphone is diagonal to the phone, it will affect the Bluetooth signal, as the human body is the biggest source of signal blocking. So, if the left earphone is the primary earphone, please put your phone in the left pocket, which will be better.

Why the headset cannot connect to my TV or watch?

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

Why does the volume of the headset 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 headset.

What can I do if one headset 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:
   • Unpair and delete from your original device
   • Pair to a new device and play music
   • Unpair and delete from this new device
   • Pair back with original device
3. Please clean the sound hole.
4. Try to reset the headset.
5. Please also adjust the “Audio Equalizer” in your phone:
   • 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 headset.
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 headset instead of any single one.
5. Please adjust the volume through the headset and devices.
6. If you are using the headset 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 headset.
7. Please change other devices to have a try.

Why does a phone call disconnect?

We recommend that you try the following steps to troubleshoot and resolve this issue:

• Check the earphone battery level: Please ensure that both the headset and the charging case have sufficient battery power. Low battery can lead to unstable connections. Please charge the headset first.
• Update the earphone firmware: Please update the firmware of your headset to the latest version through the app to ensure that the software on your headset is up to date.
• Factory reset the headset: Try resetting your headset to factory settings and then re-pair them with your device.
• Check connections from other devices: Please check if there are any other devices connected to your headset. Headset support connection preemption, and if a previously paired device initiates a connection, it may cause the headset to disconnect from the current device.
• Restart your phone and its Bluetooth: Please try turning off your phone's Bluetooth and then turning it back on, or restart your phone to ensure that the Bluetooth function is working properly.
• Reduce interference: In certain situations, such as in subway stations, high-speed train stations, airports, and other places with strong electromagnetic interference, Bluetooth signals may be affected. Please try using them in a different location.
• Check network signal: If you are making calls over the internet, the strength of the network signal can also affect call quality. Please ensure that your network connection is stable.

Why is there a disconnection or intermittent sound when listening to music?

If your headset frequently disconnects from your playback device, you can try the following methods to resolve the issue:

• Stay Within Effective Range and Pay Attention to the Interference: Ensure that the distance between your headset and playback device is within the effective transmission range of Bluetooth, which is typically around 10 meters. Be aware of any devices around that might interfere with the Bluetooth signal, such as walls, Wi-Fi routers, microwave ovens, etc.
• Change Wi-Fi Channels: If your headset and Wi-Fi are using the same frequency band, it may cause interference. Try changing the Wi-Fi channel on your router to reduce interference.
• Remove Unnecessary Bluetooth Connections: If your device is trying to connect to multiple Bluetooth devices, it may cause unstable connections. Remove all unnecessary Bluetooth pairings, leaving only the device you are currently using.
• Check Battery Levels: Make sure your headset has sufficient battery power, as low battery levels can lead to unstable connections or disconnections.
• Re-pair the headset: Try disconnecting your headset from your playback device and then re-pairing them.
• Update Firmware and Drivers: Check if there are updates available for the firmware or drivers of your headset and playback device.
• Check Pairing Devices: Ensure that your headset are not paired with too many devices, as excessive pairings can cause overload and lead to disconnections.
• Device compatibility issues: Different Bluetooth devices may use different Bluetooth versions or protocols. If there are compatibility issues between the earbuds and the connected devices, it may lead to unstable connections. Please connect the earbuds to a different device.
• Reset the headset: If the above methods do not solve the problem, you can try resetting your headset to factory settings and then re-pairing them with your playback device.

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

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

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

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

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

The headset support waterproof. After encountering water, please dry the headset 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 headset and the total duration of use with the charging case. The battery life of the headset is related to volume and Bluetooth encoding.

Are the headset waterproof? Can they be used while taking a shower?

We have a responsibility to remind you of some important safety and product maintenance precautions regarding the idea of using headset in the shower. Firstly, most Bluetooth headsets have a certain degree of waterproof function, but they are not specifically designed for underwater or humid environments. Water and moisture may cause damage to the electronic components of headphones, leading to headphone malfunction or permanent damage. In addition, water vapor and rapid temperature changes may also affect the performance and lifespan of headphones.

For your safety and long-term use of the headphones, we recommend that you:

1. Avoid humid environments: Please do not use headphones in showers, swimming, or other activities that may come into contact with water.
2. Product maintenance: After using the headphones, if there is sweat or moisture on the surface of the headphones, please gently wipe them with a clean soft cloth to prevent moisture from seeping into the inside of the headphones.
3. Safety first: Safety always comes first in any activity that may come into contact with water. We don't want to distract you from the safety of the surrounding environment by using headphones.

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 charge the charging case?

1. Connect the charging case to a Type-C charger (The current doesn't exceed 1A).
2. If the headset stays 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. (Take the headset out of the charging case when you charge it.) Compared to other electronics, the headset are low power products. Hence, for charging safety, please do not use a fast charger.

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

1. The charging case has no remaining power. Placing the headset back into the charging case can't turn them off if the case battery is dead.
2. Please make sure the headset are correctly placed in the charging case and that the charging contacts are clean. Please try to clean the areas between the charging case and the headset with something like a microfiber cloth.

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

Headsets left uncharged for a long time may indeed experience some degree of battery degradation. Even lithium-ion batteries, if left unused for a long period, may encounter the following situations:

• Battery self-discharge: Batteries naturally discharge even when not in use, which is determined by the chemical properties of the battery. If left uncharged for a long time, the battery may gradually lose charge due to self-discharge.
• Battery aging: Over time, the chemical components of the battery will gradually age, leading to a decrease in battery capacity, even if it has not been used.
• Deep discharge: If the battery remains in a low-charge state for a long time, it may enter a state of deep discharge, which can accelerate battery aging.

To maximize battery life, it is recommended to periodically charge headphones that are not used for a long time, avoiding leaving the battery in a completely discharged state for extended periods. Additionally, it is best to store the battery with about 50% charge and keep it in a cool, dry place, avoiding high temperatures and humid environments.

Your headset may have experienced battery damage due to being left unused for an extended period. You might try the following steps to see if there's any possibility of repair:

1. Connect the headset to a computer and charge them for 10 hours.
2. Reset the headset.

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

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

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 registration.

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 email address, and also 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.

Why does registering an app require an email?

Creating an account is essential for utilizing the app, which is designed to deliver tailored services exclusively for our valued brand customers. This step is crucial for personalizing your experience and ensuring you receive the best service we can offer. The app requires only your email address to send a verification code, which is a standard procedure to confirm your identity and secure your account. Upon registration, a unique account is created for you, allowing us to retain your preferences and previous activities within the APP for a seamless and personalized user experience.

Furthermore, we've established a dedicated feedback channel within the app for customers to share their inquiries. An email address is necessary for us to respond to your questions promptly and effectively. Rest assured, as a reputable brand owner, we are committed to safeguarding your privacy and will not disclose any of your personal information.

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

1. Please first check if your PeatsAudio headset 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, then find "about" to check the SOUNDPEATS version. Please upgrade to make sure you get the newest version.
2. Please make sure that the headset Bluetooth name is the default “SOUNDPEATS POP Clip“. If you changed the default name, please change it 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 issues with this app.
3. Please make sure the location function of your mobile phone is turned 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 headsets pair with each other, then connect to your phone first. After the headset is connected to your phone, then please open the app to connect the headset.
5. If the headset could not still connect to the app, please follow the steps one by one:
   • Try to turn off the headset app completely (Turn off the background running of the app totally).
   • Unpair the headset via your phone, then turn off phone Bluetooth.
   • Put both headsets into the charging case and perform a reset as per the manual.
   • Reconnect the headset to your phone first after reset (In this step, please make sure PeatsAudio APP is off).
   • Re-open the app to search for the headset to connect to the app.

What can I do if the APP could not update?

Please try the following:

1. Please try to reset the headset as per the manual.
2. Take the headset out of the charging case and leave some time for the two headsets to pair with each other. Then, please turn on the Bluetooth of your phone to connect with the headset.
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:

1. During the upgrade, the distance between the headset and the mobile phone must be within 0.5 meters.
2. Do not put the headset into the charging case.
3. Do not disconnect, play music, or answer phone calls.
4. Don't close or shrink the upgrade page.

Dual Device Connection

1. Open the app and enable the dual device connection function.
2. Pair the headsets with Device A first. After successful pairing, turn off the Bluetooth function on Device A.
3. Repeat the pairing process to connect the headsets with Device B. Keep the headsets connected to Device B.
4. Turn on the Bluetooth function on Device A.
5. The headset will automatically connect with two devices next time after the first-time dual device connection.

What should I do if the problem about the headset 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 confirm that the problem couldn't be solved, we will apply the replacement or refund for you. SoundPEATS provides a 12-month warranty for every product. Your satisfaction is always greatly important to us.