Charging Case Not Charging
To test if there is an issue with the cable, try charging using different cables or a different adapter. The Kogan Earphones cases all use commonly available cables such as USB-A to USB-C or MicroUSB to USB-A. Please check the user manual for your product for the cable you require and test the case using a combination of different cables and adapters.
If the charging case is not responding to the power source it is plugged into, it could be due to charging protection being enabled. Charging protection will be enabled if the power source is not suitable for the device, in which case the solution is to charge the charging dock using external power.
If you have identified the cable has become faulty please contact the Support Team via your Account.
Case Not Charging After Trying Multiple Cables And Adapters
Please inspect the charging port on the case of your earphones for any damage, dust or debris.
Gently clean any dirt, dust or debris from the port as this may be causing an insufficient connection.
If after all this has been checked and there is no damage, dirt or debris in the charge port, and the charger seems to be working well, it is possible that the issue is related to the case itself.
Please let the case sit on charge for at least two hours before attempting to turn it on.
If you have noticed damage on your charging port or cable please contact the Support Team via your Account.
Examples of Damaged Ports
Earphones Not Charging
Before troubleshooting your earphones please ensure you have left them in the case uninterrupted for a minimum of 2 hours before use. When the earphones are charging there will be an indicator light, check the user manual for your product and check the light behaves as if it is charging correctly.
Try each earphone separately to check each side registers the earphone being put on charge.
Sticker On The Connector
Some of our earphones will have been on a long journey, to ensure that the battery life remains in the best shape possible some of our earphone models will have stickers over the charging connectors. Please ensure that these are removed from the base of each of the earphones, ensure that you check the sticker hasn’t fallen into the case and is covering the pins.
If you have charging problems, it is recommended to clean all contact points, on each earbud and on the charging case.
Use a cotton swab with some rubbing alcohol to clean the charging terminals of the earphones. Rotate the swab and scrub lightly on each contact surface, then use a cloth to remove any remaining debris.
Wipe the contact pins in the charging case with a clean cotton swab. The swab can be slightly moistened with rubbing alcohol, but it is important that the interior is completely dry before closing the dock. Use the cotton cloth to wipe away debris and wait for it to dry.
Repeat until the contact points are visibly clean, and charging should work as designed.
Damaged Charging Connections
The charging pins on the case and the earphones are fragile, please inspect the charging case for any bent or missing pins
If there is damaged present please contact the Support Team via your Account with some pictures of the issue.
If the earphone appears to be charging correctly the issue may be that the device is actually disconnected from Bluetooth from the mobile device.
Refer to the manual to try re-establish the Bluetooth connection.
If reconnecting the device does not assist enter the Bluetooth settings on your device and find the connection and select forget the connection. Please then repeat the initial setup steps to reconnect the device.
Some of the True Wireless range come with a reset function. It is recommended to attempt a reset as this may fix any small errors, please check the user manual for your product or contact the Support Team via your Account for more information about your model and the reset procedure.