Helpdesk:  AftershokzAEROPEX

My headphones won’t turn on.

Confirm that you are pressing and holding the volume+ button, which acts as the power button on Aeropex, for 3-5 seconds. Audrey will say “AfterShokz.”

If you continue to be unable to power on your headphones, you can file a warranty claim here.


My headphones won’t enter pairing mode.

Confirm that you are beginning with your headphones powered off, and pressing and holding the volume+ button for 5-7seconds. Audrey will say “Welcome to AfterShokz.” Continue holding the volume+ button. Audrey will say “Pairing” and the LED light will flash red and blue, signaling pairing mode.

 

My headphones aren’t charging.

All of our products come with a two-year warranty. Please file a warranty claim here.

 

My headphones aren’t lasting 8 hours.

All of our products come with a two-year warranty. Please file a warranty claim here

 

My headphones turn themselves off without being prompted.

All of our products come with a two-year warranty. Please file a warranty claim here

 

My headphones won’t pair to my device.

Nearly all connectivity issues are resolved with a manual reset. You can perform a manual reset on your headphones by following these instructions:

  1. Start with your headphones powered off.
  2. Enter pairing mode by pressing and holding the volume+ button for 5-7 seconds. Your headphones will turn on, and then the LED light will flash red and blue.
  3. Press and hold the multifunction button, volume+ button and volume- (all three buttons) button simultaneously for 3-5 seconds. You'll hear beeps and/or feel vibrations. This may take several attempts.
  4. Turn your headphones off.

Your headphones are now reset and can be re-paired to your device. In addition, we suggest turning the phone off and back on again before beginning the pairing process.

 

My headphones keep disconnecting from my devices.

If your headphones aren't maintaining a Bluetooth connection, please file a warranty claim here

 

My headphones only have sound on one side.

If using a phone, please check your accessibility settings to ensure the volume is equally balanced between both left and right sides.

If this does not resolve the issue, please file a warranty claim here.

 

My headphones don’t have sound at all.

Please confirm that the volume is turned up on both your device and on the headphones.

If both are turned up, please reset the headphones by following these instructions:

  1. Start with your headphones powered off.
  2. Enter pairing mode by pressing and holding the volume+ button for 5-7 seconds. Your headphones will turn on, and then the LED light will flash red and blue.
  3. Press and hold the multifunction button, volume+ button and volume- button simultaneously for 3-5 seconds. You'll hear beeps and/or feel vibrations.
  4. Turn your headphones off.

Your headphones are now reset and can be re-paired to your device.

If the reset does not resolve the issue, file a warranty claim here

 

My headphones sound staticy.

A manual reset can help resolve some sound quality issues. To manually reset your headphones:

  1. Start with your headphones powered off.
  2. Enter pairing mode by pressing and holding the volume+ button for 5-7 seconds. Your headphones will turn on, and then the LED light will flash red and blue.
  3. Press and hold the multifunction button, volume+ button and volume- button simultaneously for 3-5 seconds. You'll hear beeps and/or feel vibrations.
  4. Turn your headphones off.

Your headphones are now reset and can be re-paired to your device.

If this does not resolve the issue, please file a warranty claim here.

 

My headphones cut in and out.

A manual reset can help resolve some sound quality issues. To manually reset your headphones:

  1. Start with your headphones powered off.
  2. Enter pairing mode by pressing and holding the volume+ button for 5-7 seconds. Your headphones will turn on, and then the LED light will flash red and blue.
  3. Press and hold the multifunction button, volume+ button and volume- button simultaneously for 3-5 seconds. You'll hear beeps and/or feel vibrations.
  4. Turn your headphones off.

Your headphones are now reset and can be re-paired to your device.

If this does not resolve the issue, please file a warranty claim here.

 

My transducer is rattling.

All of our products come with a two-year warranty. Please file a warranty claim here.

 

 My headphones sound different than traditional headphones.

You may notice your headphones sound a little different than traditional air-conduction headphones. This is normal. However, if you've noticed the sound quality has diminished over time, and you're still within two years since purchase, please file a warranty claim here.

 

Other people can hear my music.

All AfterShokz headphones have LeakSlayer technology to reduce sound leakage; however, similar to traditional headphones, whether others can hear your music depends on the volume of your music and volume level of the surrounding environment. 

 

My headphone mic is picking up too much ambient noise.

A manual reset can help resolve some mic issues. To manually reset your headphones:

  1. Start with your headphones powered off.
  2. Enter pairing mode by pressing and holding the volume+ button for 5-7 seconds. Your headphones will turn on, and then the LED light will flash red and blue.
  3. Press and hold the multifunction button, volume+ button and volume- button simultaneously for 3-5 seconds. You'll hear beeps and/or feel vibrations.
  4. Turn your headphones off.

Your headphones are now reset and can be re-paired to your device.

If the issues with the mic continue, please file a warranty claim here. 

 

My headphone mic isn’t picking up my voice.

A manual reset can help resolve some mic issues. To manually reset your headphones:

  1. Start with your headphones powered off.
  2. Enter pairing mode by pressing and holding the volume+ button for 5-7 seconds. Your headphones will turn on, and then the LED light will flash red and blue.
  3. Press and hold the multifunction button, volume+ button and volume- button simultaneously for 3-5 seconds. You'll hear beeps and/or feel vibrations.
  4. Turn your headphones off.

Your headphones are now reset and can be re-paired to your device.

If the issues with the mic continue, please file a warranty claim here. 

 

My headphone mic is making my voice garbled.

A manual reset can help resolve some mic issues. To manually reset your headphones:

  1. Start with your headphones off.
  2. Enter pairing mode by pressing and holding the volume+ button for 5-7 seconds. Your headphones will turn on, and then the LED light will flash red and blue.
  3. Press and hold the multifunction button, volume+ button and volume- button simultaneously for 3-5 seconds. You'll hear beeps and/or feel vibrations.
  4. Turn your headphones off.

Your headphones are now reset and can be re-paired to your device.

If the issues with the mic continue, please file a warranty claim here. 

 

My headphones are peeling.

AfterShokz honors a two-year warranty in most countries that covers manufacturer defects. Please file a warranty claim here.  Chemicals in sunscreens, lotions, makeup, and hair products can impact the aesthetics over time. For best practice, we suggest wiping down your headphones after each use.

 

A button on my headphones fell off.

AfterShokz honors a two-year warranty in most countries that covers manufacturer defects. Please file a warranty claim here. 

 

I lost my Aeropex charging cable.

You can purchase additional Aeropex charging cables under accessories on aftershokz.com. 

Last update: 05-06-2020
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