You can try the following steps:

1. Please make sure that both earbuds are connected to your device.

If only one side shows connected on the app, reset the earbuds using the steps shown below:

- Place both earbuds back into the charging case. Keep the case open.

- Tap and hold the button at the back of the case for 10 seconds until both earbuds' LED lights flash red 3 times.

- You will then see the white light flashing quickly on one earbud and slowly on the other side. This means they are paired successfully.

Note: A pop-up window will appear for you to confirm the pairing. Press "pair." If you press "cancel" accidentally, you’ll have to delete the earbuds from the device's Bluetooth history and re-pair the earbuds.

2. Do not upgrade the software when there is interference around you (e.g., dense wifi networks, cell phone towers).

3. Please try it with another device and see if this works.

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.