To help resolve the issue, please start with a quick reset — this often fixes most connection or sound problems:
Place both earbuds into the charging case and close the lid. Wait for at least 30 seconds.
Open the lid, then press and hold the multifunction button on the back of the charging case for more than 10 seconds.
The indicator light will turn on, then off, and finally start flashing white — this means the reset is complete.
After the reset, the earbuds will automatically enter pairing mode. Please reconnect them from your device’s Bluetooth list.
If the issue still persists after resetting, please go through the following quick checks and let us know what you observe for each step:
Make sure the earbuds have enough battery power.
After connecting to your device, try playing some music to see if there is any sound.
Take the earbuds out of the charging case, wait until the case indicator light turns off, then put them back in and check if the light turns on again.
Put on the earbuds and press the touch area firmly — as you normally would when using the touch controls — to check whether you can hear a feedback sound.
After you’ve confirmed the results of these checks, please contact our technical support team and share your findings. Our support staff will guide you through the next steps, including options for a replacement or return if applicable.
To help us investigate more efficiently, please include your log link when submitting your request. You can copy the log link in the app by going to:
Settings → viaim Support → Copy Log Link
Including this link in your message allows our support team to quickly access relevant logs and assist you more effectively.