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Troubleshooting Tips for your SoundMates V2 Wireless Earbuds


Why won’t my SoundMates V2 Wireless Earbuds turn on?

If your SoundMates V2 Wireless Earbuds won’t turn on, check that they are sufficiently charged. They should be fully charged within 90 minutes. When your Bluetooth wireless earbuds are sufficiently charged, they should automatically turn on when they are removed from the charging carry case.

If this doesn’t happen, try firmly pressing and holding the earbuds for at least 5 seconds. If you don’t hear a voice prompt say “POWER ON”, and see the earbuds’ LEDs flicker blue, then you should fully recharge both your case and the earbuds. Let them charge for at least 2 hours before using them for the first time, as either your earbuds or their case may have lost some battery power during shipping.

We also recommend that you thoroughly clean the earbuds before using them. Wipe them with a soft, gentle cloth to remove any dirt, dust, or debris that may be obstructing any opening or sensor on the earbuds. Your earbuds may not register your taps or work as intended if they are not clean.

If none of the above troubleshooting tips work, and earbuds still won’t turn on, then there may be an issue with the earbuds’ internal hardware. Do not attempt to disassemble, modify, or repair the SoundMates V2 Wireless Earbuds or their carry 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.

What do I do if the earbuds won’t connect to my phone via Bluetooth?

It’s very important to ensure that both your earbuds and your phone are sufficiently charged. If they aren’t, then you may experience major difficulties with setting up a proper Bluetooth connection.

Make sure your device is Bluetooth-compatible, and that it is powered on. Check that its Bluetooth function is also on, and that it works with at least Bluetooth version 5.0. 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. Take them and move to a different area, one that’s free of other electronics or anything else that may interfere with establishing the earbuds’ Bluetooth connection.

Remove your earbuds from their case during the pairing process. This is a crucial step, since your phone or other Bluetooth-compatible device won’t detect them via Bluetooth if they are still inside the case.

What should I do if the earbuds’ sound quality is poor?

First, 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. Take them and move to a different area, one that’s free of other electronics or anything else that may interfere with establishing the earbuds’ Bluetooth connection.

Keep the earbuds out of direct sunlight, and away from heat sources of any kind. They can diminish the earbuds’ audio quality over time. In addition, you should only use and store them in cool, dry environments, and out of areas with high humidity, or extremely high or low temperatures. Water or other liquids can severely damage the earbuds’ internal circuitry and permanently alter their audio output. Be sure to keep them away from children or pets. They may cause damage to the earbuds or accidentally choke on them — this product is not a toy.

You should also fully charge your earbuds if you start to notice that the audio quality has decreased. If they are low on power, stop using them, place them back in their case, and wait for them to fully recharge. The carry case should also be at a sufficient battery level before you attempt to recharge the earbuds. Check that your chosen silicone earbud tips are clean and not damaged. If they are visibly deformed or malfunctioning, do not use them and contact Customer Service immediately.

Why aren’t the earbuds charging?

If you find that your Bluetooth wireless earbuds aren’t charging, check that the carry case hasn’t run out of power. It should only take about 2 hours for the earbuds’ carry case to fully recharge. If the case is taking longer than 2 hours to recharge, or if it doesn’t recharge at all, then we recommend trying the steps listed below:

First, make sure that the included Micro-USB charging cable isn’t wet, dirty, or damaged in any way. Try unplugging it, then plugging it back into both the case and your chosen USB power source. The power source that you choose shouldn’t be wet or obstructed by dirt, dust, or other debris. Plus, it should have a power supply of at least 5V/0.4A so that it can properly charge your earbuds. Choose a different USB power source if your earbuds aren’t charging the way they’re supposed to.

You should also give the charging port on your carry case a thorough clean with a soft, dry cloth. If it is wet or visibly malfunctioning in any way, do not attempt to charge it. Doing so may result in electric shock, serious injury to yourself, and/or irreparable damage to the case. Please get in contact with us right away for further instructions.

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