Please try the following troubleshooting;

1. Make sure your earbuds have enough power before resetting them:

• Place the earbuds into the charging case and keep the case open. 
• Press and hold the button on the charging case for 10 seconds until 3 LED indicators on the charging case flash white 3 times and then flash white in sequence continuously. This confirms that the reset was successful.      

2. Clear all the pairing records on your phone and re-pair your earbuds. Turn the volume down one notch on your phone. Then turn up the volume of both your phone and earbuds with the music/video to the maximum. 

3. Use a Q-tip with a bit of rubbing alcohol to gently clean the metal mesh filter under the rubber ear tips.

If you have additional questions, please contact us at Service@soundcore.com for further assistance. Make sure to mention that you have tried the steps in this FAQ so our agents do not ask you to repeat these steps.