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After-Sales


After-Sales Service

Please contact your local distributor.


After-Sales Policy

Specific after-sales policy is regional dependent, please contact your local distributor for more details.

Trouble Shooting

  • Q: I can only hear voice via single earbud when doing video chat by wechat.
    A: Sorry, but Stereo Mode is not available for all apps from third party(including wechat) temporarily.(You can only enjoy these apps via earbud(R).)
  • Q: Two earbuds can not be connected with each other.
    A: Hold MFBs on both earbuds for 10s. Please do not release the button until LED turns to white for about 5s. Then wait until LED blinks red and white for 3 times, which means the connection has been done. Then power off either earbuds. Connect earbud(R) to cellphone initially, then start the earbud(L). Now you may enjoy two earbuds.
  • Q: I can only hear voice via single earbud when talking
    A: Sorry, but only single earbud is available when talking temporarily. However, you may enjoy music via two earbuds.(Single earbud can be used for both talking and playing.)
  • Q: Both earbuds fail to be charged
    A: Check if sticker was removed completely. If there are some pieces remaining on contacts, clean them with tissue. Otherwise, please make sure charging case is within power.
  • Q: One of earbuds fails to be charged
    A: Check if sticker was removed completely. If there are some pieces remaining on contacts, clean them with tissue. Or you may slightly adjust earbuds when plugging them into charging case.
  • Q: Volume is too low or sound is with noise
    A: A little power can be remained in the earphones when manufactured, which may effect sound quality, operation distance and signal transmission. So please exhaust the power then fully charge it.
  • Q: Nozzle is broken or in-line controller wraps.
    A: You may ask for exchange service in warranty period.
  • Q: Battery life is visibly shorter than average level.
    A: Please charge the earphones for 1 or 2 hours in advance, since QY19 is with “Quick Charge” that means 40 minutes of charge will turn LED to blue. If charge time is sufficient, you may change another USB cable. However, supposing all endeavors fail, you may ask for exchange service.
  • Q: I can’t hear anything when calling or playing. Or I can’t hear any notification from apps like wechat.
    A: 1. Android System - Try to identify the earphones in Bluetooth list of paired devices, then tap the device. In the following page, please choose the selections of media and audio. If both of them have been chosen already, please cancel the selections and re-select them again. At last, reboot your cellphone. 2. IOS System - Tap “Ignore device” then reboot cellphone and reconnect earphones to cellphone.
  • Q: Earphones fail to be charged.
    A: Make sure you charge it properly. Or try another cable to charge. If the deficiency still can’t be resolved, please ask for exchange service.
  • Q: On-off button has been broken.
    A: You may ask for exchange service in warranty period.
  • Q: I can only hear voice from one EarBud.
    A: You may try to reset the device to factory setting via following steps. First power off your earbuds, then during charging hold MFB for 5 or 10s or until LED blinks 3 times.