Please try the following troubleshooting steps:

- Choose the ear tips that fit well on your ears.

- Insert the earbuds into the inner canal of your ears.

- Turn gently until you find the most comfortable position.

- Upgrade the app and firmware to the latest version and then do the Tip Fit Test until you pass the test.

You can click on the following link to learn how to get a secure fit:

https://youtu.be/60WlRunxwHw

If you have additional questions, please contact us at service@soundcore.com for further assistance.