Free Shipping on All U.S. Orders Over $35!

Troubleshooting Tips for your SoundMates Pro ANC


Why won’t the earbuds turn on?

When they are sufficiently charged, your earbuds should automatically turn on when they are removed from the case. If this doesn’t happen, try firmly pressing on the bottoms of the earbuds for at least 2 seconds. If you don’t hear a voice prompt say “POWER ON”, then you should fully charge both your case and the earbuds via a USB power source. Wait at least 2 hours before attempting to use the earbuds for the first time, as they may have lost some battery power during shipping.

We also recommend that you thoroughly clean the earbuds. Wipe them with a soft, gentle cloth to ensure that no dirt, dust, or debris is obstructing any opening or sensor on the earbuds. Your earbuds may not register your taps if they are not clean.

If none of the above troubleshooting tips work, and earbuds still won’t turn on, then there may be a different issue with your product. Do not attempt to disassemble, modify, or repair the SoundMates Pro ANC earbuds or their charging case by yourself. Instead, call or email us at or 1-855-GO-TZUMI. An experienced customer support representative will be happy to assist you.

Why isn’t the case recharging?

It should only take about 2 hours for the earbuds’ carry case to fully recharge. If the case takes longer to recharge, or if it doesn’t recharge at all, then try following these steps:

First, check that the included USB charging cable isn’t wet, dirty, or damaged in any way. Make sure it is securely plugged into both the case and the USB power source. The power source should not be wet or obstructed by dirt, dust, or other debris. Choose a different USB power source if need be.

Clean the charging port on the charging case as well. If it is wet or visibly malfunctioning in any way, do not attempt to charge it in any way. Doing so may result in serious injury or irreparable damage to the case. Please contact us right away for further instructions.

What should I do if the audio quality is poor?

You should check your Bluetooth connection and ensure that your earbuds are properly connected to your device. Try disconnecting your earbuds, then reconnecting them to the Wi-Fi network of your choice. Do not try to connect the earbuds to a weak Wi-Fi network, or use them in an area with poor reception/Wi-Fi signal. Move to an area that’s free of other electronics or anything else that could potentially interfere with the earbuds’ Bluetooth connection.

It’s also important to fully charge your earbuds if you start to notice that the audio quality is poor. If they are low on power, stop using them and wait for them to fully recharge. The charging case should also be at a sufficient battery level before you attempt to recharge the earbuds. Make sure the earbud tips are clean and not damaged. If they are visibly deformed or malfunctioning, do not use them and contact Customer Service immediately.

What can I do if the earbuds won’t connect to my device?

Make sure your device is Bluetooth-compatible, and that it is fully charged and turned on. Check that its Bluetooth function is on, and that it works with at least Bluetooth version 5.0. Your earbuds must be fully charged and turned on as well in order to pair them to your phone or tablet.

Do not keep your earbuds in the charging case during the pairing process. Your device won’t detect them via Bluetooth if they are not removed from the case first.

Related Articles

Buying Guide: Bluetooth Wireless Earbuds

Enjoy HD sound for your phone calls and favorite tunes with some new Bluetooth wireless...

Troubleshooting Tips for your SoundMates V2 Wireless Earbuds

Not getting the crisp, high-quality sound you want from your new wireless earbuds? These quick...

Troubleshooting Tips for your PWRSync 6ft. 3.5mm AUX Cable

Having problems getting your new AUX cable to provide the crisp, HD audio you want?...

Buying Guide: AUX Cables

Learn how to purchase the best AUX cable on the market and enjoy high-quality audio...

Troubleshooting Tips for Your MegaBass LED Jobsite Speaker

Get back to enjoying your favorite tunes with the high-quality audio you deserve with these...