TOZO Earbuds Troubleshooting Guide

Hello customer,

Thank you for your contact. We sincerely apologize for any inconvenience you may be experiencing with your TOZO earbuds. This guide addresses common issues and provides solutions.

1. Problem with Connectivity: Left and Right Headphones Not Paired / Cannot Connect to Device / Only One Earbud Connects

To resolve connectivity issues, please follow these steps:

1. Before Reset: Delete all TOZO Bluetooth records (including [TOZO-T10-L] and [TOZO-T10-R]) from your phone's Bluetooth settings, then turn off Bluetooth on your phone.
2. Earbud Reset: The two earbuds must be reset simultaneously. With the earbuds turned off, press and hold both earbud buttons for 5 seconds to power them off. Release your fingers, then immediately press both earbud buttons again and hold for 15 seconds until you see a purple light flash twice. This indicates the reset is complete. (The visual sequence for reset is: At power-off mode, press both buttons; Blue flash after 3 seconds; Red flash after 6 seconds; Purple flash twice at 10 seconds, followed by a 'Beep' 3 times, indicating reset is done.)
3. After Reset: Press both earbud buttons for 3 seconds to turn them on. Then, you can turn on your phone's Bluetooth and reconnect to [TOZO-T10-R].

For a visual guide, you can refer to the reset video link. TOZO T10 and T8 models share the same reset steps: http://www.tozostore.com/t8guide/

2. Problems with Single (Left or Right) Earbud: Broken / Stopped Working / Stopped Charging / Different Volume on Both Sides

Hello customer,

Thank you for your contact. We sincerely apologize for your inconvenience. Please refer to the following methods:

Method 1: Cleaning Metal Connections

When the headphones are in the ear, sweat from workouts can accumulate on the metal connection points, blocking the connection with the charging case. Please check the metal connection of your headphones for dirt. Wipe this metal strip with a dry soft cloth, paperclip, or paper towels to clean it, then try charging again. (The metal connection points are small, circular contacts visible on the earbuds, typically near the charging pins.)

Method 2: Battery Case and Earbud Placement Test

First, fully charge the battery case without the earbuds inside. Once the carrying case is fully charged (indicated by four blue LEDs on the case turning on), please place the left earbud on the right side of the case to test if it charges. Press the earbud down for a while to check for any LED light from the bud. Then, place the right earbud on the left side of the case to confirm if the issue is with the battery case itself.

Method 3: Earbud Reset

Many issues can be resolved by performing the reset steps described in Section 1. (Refer to the reset video link, as T10 and T8 models have the same reset steps: http://www.tozostore.com/t8guide/)

Thank you for your understanding and efforts. We await your kind reply.

3. Problem with Lost/Stolen/Washed Single Headset or Charging Case

Hello customer,

Thank you for your contact. We sincerely apologize for your inconvenience. Please note that our warranty does not cover situations involving water damage, loss, or damage caused by human factors.

The following links may help you acquire replacement parts:

• T10/T8 Charge Case/Earcaps: http://www.tozostore.com/product-category/electronics/bluetooth-earbuds-parts/
• T10 Left Earbud: https://www.amazon.com/TOZO-T10-L-Charging-Bluetooth-Earbuds/dp/B07RWGY26W/ref=sr_1_1?crid=SK0W633UBMYO&keywords=tozo+t10l&qid=1574759124&sprefix=tozo+t10+l%2Caps%2C403&sr=8-1
• T10 Right Earbud: https://www.amazon.com/TOZO-T10-R-Charging-Bluetooth-Earbuds/dp/B07RXS2YSL/ref=sr_1_2?keywords=tozo+t10+r&qid=1574759221&sr=8-2

Thank you for your kind understanding.

4. Headphones Will Fall Off Due to Improper Size

Hello customer,

Thank you for your message. We sincerely apologize for your inconvenience.

Please click the FQA link below to watch more videos about using wireless earbuds and try three different models of earcaps to confirm which size fits best: http://www.tozostore.com/t10guide/

If none of the provided earcaps fit, you may require mini earcaps. To help us follow up on your issue and send you mini earcaps as soon as possible, please provide your order number and the seller's name, or a screenshot of your order details from Amazon. Additionally, please provide your full shipping address.

Example of required order details: An Amazon order screenshot would typically show the 'Order date' (e.g., Oct 27, 2018), 'Order total' (e.g., $9.99 for 1 item), 'Order number', 'Shipment details' (e.g., Two-Day Shipping, Delivered on Monday, October 29, 2018 by 8pm), the product description (e.g., TOZO iPhone Xs Max Case 6.5 Inch (2018) Premium Clear Soft TPU Gel...), quantity, and the 'Sold By' seller name. Payment information is also usually listed.

5. Problems with Waterproofing

Hello,

Thank you for your message.

As stated in the instructions, the earbuds are waterproof for daily life, meaning you can wear them when showering, swimming (on the surface), washing your face, or exposing them to rain. However, you cannot dip them into water or use them for diving.

Waterproof Illustration:

• Above water: Depicted by an earbud with sound waves radiating outwards and a checkmark, indicating it's safe for surface water activities.
• Underwater: Depicted by an earbud submerged with a large 'X' mark, indicating it's not suitable for submersion or diving.

If your earbuds have been exposed to water beyond daily life use, you can take the ear caps off, then blow the earbud body with a hair dryer (not too close) to dry it. Place the ear caps and the earbud body on a table and let them cool down. After a few days, try again.

If the problem is not resolved, please let us know, and we will assist you further.