The headphones do not charge (WF-SP900)

Before you start

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

Note: If you set the headphones into the charging case with your hands covering one or both proximity sensors, the headphones may not start charging. When setting the headphones in the charging case, make sure that your hands are not covering the proximity sensors (A).

Troubleshooting steps

1. Set the headphones in the charging case and check if the charging indicator flashes.
   

   The indicator flashes slowly

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

   The indicator flashes twice repeatedly

   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 warm, leave it at room temperature for about one to two 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 lid of the charging case, 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. Make sure the headphones are in 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 cannot be correctly set in the charging case. Check that the tab of the arc supporter is inserted into the groove of the headphones.
       
   • Gently push the headphones with your finger until it clicks and locks into place in the charging case.

   The indicators light up

   The headphones were not properly set 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 is 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 on 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. Restart the headphones and the charging case.

   Note: Device registration (pairing) information and other settings will be retained.

   Visit the Help Guide for instructions:

   • Restarting the player
   • Restarting the charging case

   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 is charging

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

   The mobile device or product is not charging

   The AC adapter or USB port may not be working. Contact the manufacturer of the mobile device or product.

Go to the Headphones Troubleshooting Guide top page