Frequently asked questions about earbuds and headphones

Usually, you just need to reconnect. Put both earbuds back in the case, close the lid, then reconnect.

No luck? Charge the earbuds in the case while charging the case with a cable. Make sure the earbuds touch the charging contacts.

See our full step-by-step guide.

This is almost always caused by dirt in the opening. Your earbuds need cleaning, but doing it properly is tricky. Be careful not to damage them further. Dirt in an earbud isn't a technical fault and isn't covered by warranty.

See the full guide to low volume.

If your earbuds or headphones won't connect, first check whether they're connected to another device.

Earbuds always connect to:

• the last connected device
• that had Bluetooth on
• when you turned on your earbuds.

Used your laptop last time? Turn off Bluetooth on your laptop first. Then connect to your phone.

Earbuds with multipoint have this issue less often. They can connect to 2 devices at once.

See the full guide to connecting your earbuds or headphones.

Definitely connected? Check on your device.

• Is your phone connected to the right earbuds or headphones?
• Are your earbuds connected to another device instead?

Once you're sure your earbuds are connected to the device you're using, turn up the volume using your earbud controls.

Still no sound? See the full guide to fixing no sound when connected.

Earbuds or headphones cutting out? Remember, they receive the audio signal. It's easy to blame them first.

But don't shoot the messenger. Earbuds and headphones can easily play the signal they receive. The problem is almost always with the signal between your phone or laptop and your earbuds or headphones.

See how to fix audio cutting out.

Earbuds won't disconnect when you put them in the charging case? The case's battery is empty. Charge the case.

See the full guide to earbuds that won't disconnect.

First, find the cause. Record a clip with your earbuds. Does your voice sound clear? Then address the other cause, such as a poor connection.

See all tips for fixing your earbud microphone.