When the headphones fail to work properly, you can first investigate and resolve the issue by following the following methods.
Check the battery levels of both earbuds
If they are out of power, please charge them before continuing.
Click here to learn how to check the battery levels of the earbuds and the charging case.
Restart viaim App
If your earbuds are already connected to your phone via Bluetooth (and can play audio normally) but still cannot connect to the App, please close the App, wait for 3 seconds, then reopen it and try again.
Reset your earbuds
If the above operation does not work, you can reset your headphones:
Go to your device’s Bluetooth settings and forget the earbuds.
Place both earbuds in the charging case, close the lid, and wait for at least 30 seconds.
Open the charging case, then press and hold the multifunction button on the back of the case for more than 10 seconds. The indicator light will turn on, then off, and finally start breathing white—this means the reset is successful.
The earbuds will now automatically enter pairing mode. Go back to your device and select the earbuds from the Bluetooth list to reconnect.
If the problem still isn’t resolved, please contact our live support via the chat on the customer service page, and our technical support team will assist you as soon as possible.