SOUNDPEATS Air5 Pro – True Wireless Hi-Res Earbuds with Adaptive ANC

1. It may be caused by the sound hole being blocked by foreign objects. Please try to gently clean it with a little alcohol to avoid dust or secretions blocking.  
2. Please change other devices to see if the problem still exists.  
3. Please reset the earbuds.

1. Please change other songs or videos. For some songs and videos, the sound effect is unstable.  
2. Please change other devices. You can try this way:
- Unpaired and delete from your original device
- Pair to a new device and play music
- Unpaired and delete from this new device
- Pair back with original device
3. Please clean the sound hole.
4. Try to reset the earphones.
5. Please also adjust the “Audio Equalizer” in your phone:
1) For iPhone: [General] - [Accessibility] - [Hearing]
2) For Android: [Accessibility features] - [Accessibility] - [Audio balance]
6. Do a test of “Adaptive EQ” in the Application.

1. Please choose to pick up phone calls via the earbuds   
2. Please do not mute the phone calls.   
3. Please clean the microphone holes to prevent dust or debris from causing blockages.   
4. Please wear both the earbuds instead of any single one.   
5. Please adjust the volume through the earbuds and devices.   
6. If you are using the earbuds with an Android phone, please check the settings to see if you have allowed both phone audio and media audio to be transmitted through the earbuds   
7. Please change other devices to have a try.

When you connect our earbuds to the PC/laptop, for some devices in old Windows version, it may show two lists:  
"SOUNDPEATS Air5 Pro Hands- Free AG Audio"  
"SOUNDPEATS Air5 Pro Stereo"   
Please kindly choose "SOUNDPEATS Air5 Pro Stereo" to play media audio, and if you use call audio, you can manually change to "SOUNDPEATS Air5 Pro Hands- Free AG Audio" to give a try.  
If you want use call audio via the earbuds on your Mac or Windows, please set the as follows:  
A) Input device  
Disable: Realtek(R) Audio as speaker and "SOUNDPEATS Air5 Pro Stereo"  
B) Output device:  
Disable: Realtek(R) Audio as microphone or stereo mix  
C)Please only set "SOUNDPEATS Air5 Pro Hands- Free AG Audio" as the Input device and Output device. Then you will use earphones to make call audio.

We recommend that you try the following steps to troubleshoot and resolve this issue:  
- Check the earphone battery level: Please ensure that both the earphones and the charging case have sufficient battery power. Low battery can lead to unstable connections. Please charge the earphones first.  
- Update the earphone firmware: Please update the firmware of your earphones to the latest version through the the app to ensure that the software on your earphones is up to date.  
- Factory reset the earphones: Try resetting your earphones to factory settings and then re-pair them with your device.  
- Check connections from other devices: Please check if there are any other devices connected to your earphones. Earphones support connection preemption, and if a previously paired device initiates a connection, it may cause the earphones to disconnect from the current device.  
- Restart your phone and its Bluetooth: Please try turning off your phone's Bluetooth and then turning it back on, or restart your phone to ensure that the Bluetooth function is working properly.  
- Reduce interference: In certain situations, such as in subway stations, high-speed train stations, airports, and other places with strong electromagnetic interference, Bluetooth signals may be affected. Please try using them in a different location.  
- Check network signal: If you are making calls over the internet, the strength of the network signal can also affect call quality. Please ensure that your network connection is stable.

If your earphones frequently disconnect from your playback device, you can try the following methods to resolve the issue: 
- Stay Within Effective Range and Pay Attention to the Interference: Ensure that the distance between your earphones and playback device is within the effective transmission range of Bluetooth, which is typically around 10 meters. And be aware of any devices around that might interfere with the Bluetooth signal, such as walls, Wi-Fi routers, microwave ovens, etc. 
- Change Wi-Fi Channels: If your earphones and Wi-Fi are using the same frequency band, it may cause interference. Try changing the Wi-Fi channel on your router to reduce interference.  
- Remove Unnecessary Bluetooth Connections: If your device is trying to connect to multiple Bluetooth devices, it may cause unstable connections. Remove all unnecessary Bluetooth pairings, leaving only the device you are currently using. 
- Check Battery Levels: Make sure your earphones have sufficient battery power, as low battery levels can lead to unstable connections or disconnections. 
- Re-pair the Earphones: Try disconnecting your earphones from your playback device and then re-pairing them.  
- Update Firmware and Drivers: Check if there are updates available for the firmware or drivers of your earphones and playback device.  
- Check Pairing Devices: Ensure that your earphones are not paired with too many devices, as excessive pairings can cause overload and lead to disconnections. 
- Device compatibility issues: Different Bluetooth devices may use different Bluetooth versions or protocols. If there are compatibility issues between the earbuds and the connected devices, it may lead to unstable connections. Please connect the earbuds to a different device.  
- Reset the Earphones: If the above methods do not solve the problem, you can try resetting your earphones to factory settings and then re-pairing them with your playback device.

1. Charging Case Battery Indicator: 

70%-100% Green 
20%-69% Yellow
20% or less Red 

2. Charging Case Indicator while Charging: 
<20% The Red light flashes slowly 
20%-69% The Yellow light flashes slowly
70%-99% The Green light flashes slowly 
100% The Green light stays on

1. Connect the charging case to a Type-C charger.(The current doesn't exceed 1A)  
2. If the earbuds stay idle for an extended period, charge them at least every three months to prevent the battery from being damaged.

Please try to use another known working charging cable to charge the charging case for more than 10 hours through your computer. Compared to other electronics, the earbuds are low power products. Hence for charging safety, please do not use fast charger.

1. If the charging case battery is completely depleted, the earphones themselves may not be able to turn off automatically, so please charge the charging case.
2. Please check whether the earbuds are properly seated in the charging case. Also, if dirt or dust adheres to the charging contacts, charging may not work correctly. Clean the charging contacts and the inside of the charging case, then return the earbuds to the case.

In fact, the battery of the earphones needs maintenance.
Actually you need to charge your electronics at least every three months, if not, the earphones can cause deep self-discharge by not charging for a longtime, damaging the battery. In addition, not using the earphones for a long time, andearphones storage location is not dry, moisture will also cause damagetotheearphones. If you haven't used your earphones for several months, the batteryis probably dead.
At this point, we suggest that you first check whether the charging case has power (whether the indicator light is on) and whether the charging contact at the bottom of the earphones and charging case is dirty. If there is dirt, please clean the charging contact at the bottom of the charging case with dry cloth or dry paper towel. As for earphones not turn on or the battery drain rapidly when earphones are taken out of the case, we recommend you to repeatedly place the earphones into the charging case for 2 hours and close the cover. Pleasetry it for 1-2 days.

Generally speaking, the main earphone consumes more power. The differencemay be within 10%.

The product promotion page includes the duration of a single charge of the earphones and the total duration of use with the charging case. The battery life of earphones is related to volume and Bluetooth encoding.

1.When the earbuds are in the charging case, opening the case lid will automatically power them on. Closing the case lid will power them off.
2.After the earbuds are turned on, search and select the name of your cell phone's Bluetooth device SOUNDPEATS Air5 Pro to connect successfully.
*First time use, please take out the earbuds from the charging case and remove the insulating film on them.

1. Place the earbuds in the charging case with the lid open.
2. Press and hold the function button on the charging case for 10 seconds until the red light flashes quickly three times. This will reset the earbuds to factory settings.
3. After a factory reset, the earbuds will automatically enter pairing mode, with the white indicator light flashing continuously.

1. Please use a bit of light sandpaper or microfiber cloth with a bit of rubbing alcohol to clean the charging connectors to ensure the earbuds charge well.   
2. Put them into the charging case to reset.

1.The earbuds are paired with device A first, after successful pairing, turn off the Bluetooth function of device A.
2.Repeat the pairing operation to make the earbuds connect with device B successfully, keep the earbuds connected with device B.
3.Turn on the Bluetooth function of device A again.
*After completing the dual-device connection operation for the first time, subsequent dual-device connections can be connected back automatically.

In the outdoors, the Bluetooth signal will be interfered, such as subways, high-speed rails, trains, dense traffic lights, car engines and so on. And if the phone is in your pocket, and the engine ear is diagonal to the phone, it will affect the Bluetooth signal. As human body is the biggest source of signal blocking. So when the left earbud is the engine earbud, please put your phone in the left pocket, which will be better.

Please clear the pairing record between the earbuds and all of your other devices first, then reset them as the user manual. If it does not help, please contact SoundPEATS for a refund before you are ready to return the item.

If there is no solution for your problem in this FAQ, please feel free to contact our Customer Service Team and we will provide you a solution as soon as possible. 
If we confirmed that the problem couldn't be solved, we will apply the replacement or refund for you. SOUNDPEATS provides an 12-month warranty for every product. Your satisfaction is always greatly important to us.