If you do not hear a ringtone through the headphones during an incoming call, the issue may be related to your phone's sound settings, notification behavior, or calling app settings. 

Please refer to the following information for common incoming-call situations and troubleshooting steps.

1. Check Silent Mode and Ringtone Settings

Make sure your phone is not muted and that the ringtone volume is high enough.

2. iPhone Users: Check Attention Aware Features

On supported iPhones, Attention Aware Features may lower the volume of certain alerts when the phone detects that you are looking at it. If needed, go to Settings > Face ID & Passcode > Attention Aware Features and temporarily turn the feature off to test again.

3. Check the Calling App

Some calling apps handle incoming-call notifications differently when running in the background. Open the app and check its notification, ringtone, and background activity settings.

If you encounter any other issues or your issue has not been resolved, please contact us for further assistance.