The headphones do not charge (WF-SP800N)

Before you start

Update the headphones' software to the latest version. Doing so may resolve the issue. Perform the update before proceeding.

Troubleshooting steps

1. Check if the charging indicator flashes when you set the headphones in the charging case.
   

   The indicator turns off immediately after flashing

   The charging case battery level is low. Go to step 4.

   The indicator flashes

   Only charge the headphones at a temperature between 41 ºF to 95 ºF (5 °C and 35 °C). If you exceed the charging temperature range, the headphones will detect the abnormality and the indicator lights will flash. When you notice that the charging case is either too cold or too hot, leave it at room temperature for about 1 to 2 hours. If, after returning to the normal charging temperature range, the issue still occurs, repair may be required.  Go to Product Repair. 

   The indicator does not flash, but it lights up or turns off

   Go to step 2.

2. Check if the indicators light up when you close the charging case lid, wait approximately 30 seconds, and open the lid again.
   

   The indicators light up

   The headphones are in the process of charging. Wait until the headphones are fully charged.

   The indicators do not light up, or light up only one side of the earbuds

   Go to the next troubleshooting step.

   The indicators light up, and then immediately turns off

   Go to the next troubleshooting step.

3. Set the headphones into the charging case correctly, and check if the indicators light up.

   • Be careful not to mix the left and right sides when you place the headphones into the charging case.
   • Check that the arc supporters are correctly fitted to the headphones.

     • If the arc supporters are misaligned, the headphones will not sit correctly in the charging case. Check that the tab of the headphone is inserted into the groove of the arc supporter.
       

       Note: The following images will help you attach the arc supporters correctly:
       Correct
       
       • A: The protruding part of the headphones align with the recessed part of the arc supporter
       • B: The arc supporter is firmly and completely inserted
       Incorrect
       
       • A: The protruding part of the headphones does not align with the recessed part of the arc supporter
       • B: The arc supporter is not firmly inserted, is loose, and is about to come off

   The indicators light up

   The headphones were not placed correctly into the charging case.

   The indicators do not light up

   Go to the next troubleshooting step.

4. Connect the supplied USB cable to the charging case, and check if the indicators light up.

   Note: Use the USB cable that is supplied with the product. Charging may not be possible with a commercially-available USB cable.
   

   The indicators light up

   The battery level may be low. Wait until the headphones are fully charged.

   The indicators do not light up

   Go to the next troubleshooting step.

5. Clean the charging ports of the headphones, and check if the charging indicators light up.
   

   The indicators light up

   The charging ports were dirty and could not make charge contact with the headphones. Wait until the headphones are fully charged.

   Note: Regular cleaning is recommended to prevent issues with charging.

   The indicators do not light up

   Go to the next troubleshooting step.

6. Reset the headphones.

   Visit the Help Guide or watch this video for instructions:
   

   The issue is resolved

   The issue may have been caused by a temporary malfunction of the headphones.

   The issue is not resolved

   Go to the next troubleshooting step.

7. Check if you can charge a different device with the same AC adapter or USB port.
   Use the same AC adapter or the USB port on the computer to charge a different mobile device or product.

   The mobile device or product can be charged

   The headphones and/or supplied USB cable may be malfunctioning. Repair may be required.  Go to Product Repair. 

   The mobile device or product cannot be charged

   The AC adapter or USB port may not be working. Contact the manufacturer.

Go to the Headphones Troubleshooting Guide