Troubleshoot why the Truly Wireless headphones are not charging

Before you start

Updating the headphones software to the latest version may resolve the issue. Perform the update before going to the next step.

Solution

1. Does the charging indicator flash when you set the headphones in the charging case?
   

   Yes, the indicator flashes.

   WF-1000X

   Only charge the headphones at a temperature between 5 °C and 35 °C (41 ºF to 95 ºF). If you exceed the charging temperature range when you charge the headphones, 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 is not still resolved, Service may be required.

   WF-1000XM3

   Only charge the headphones at a temperature between 5 °C and 35 °C (41 ºF to 95 ºF). If you exceed the charging temperature range when you charge the headphones, 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 is not still resolved, Service may be required.

   If the indicator of the charging case turns off immediately after flashing, the battery of the charging case is low.
   Go to step 4.

   WF-H800

   Only charge the headphones at a temperature between 5 °C and 35 °C (41 ºF to 95 ºF). If you exceed the charging temperature range when you charge the headphones, 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 is not still resolved, Service may be required.

   If the indicator of the charging case turns off immediately after flashing, the battery of the charging case is low.
   Go to step 4.

   WF-SP700N

   Only charge the headphones at a temperature between 5 °C and 35 °C (41 ºF to 95 ºF). If you exceed the charging temperature range when you charge the headphones, 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 is not still resolved, Service may be required.

   WF-SP800N

   Only charge the headphones at a temperature between 5 °C and 35 °C (41 ºF to 95 ºF). If you exceed the charging temperature range when you charge the headphones, 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 is not still resolved, Service may be required.

   If the indicator of the charging case turns off immediately after flashing, the battery of the charging case is low.
   Go to step 4.

   WF-SP900

   • If the lamps or the charging lamp flashes twice repeatedly:
     Only charge the headphones at a temperature between 5 °C and 35 °C (41 ºF to 95 ºF). If you exceed the charging temperature range when you charge the headphones, the protection function will activate to protect the charging case from battery deterioration or damage. Leave the charging case at room temperature for about 1 to 2 hours. If the issue is not still resolved, Service may be required.
   • If the charging lamp flashes slowly:
     The battery of the charging case is low.
     Go to step 4.

   WF-XB700

   Only charge the headphones at a temperature between 5 °C and 35 °C (41 ºF to 95 ºF). If you exceed the charging temperature range when you charge the headphones, 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 is not still resolved, Service may be required.

   If the indicator of the charging case turns off immediately after flashing, the battery of the charging case is low.
   Go to step 4.

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

   Go to step 2.

2. Does the indicator light up when you close the lid of the charging case, wait approximately 30 seconds, and open the lid again?
   Check the status with the indicator of the headphones.

   The indicator lights up.

   Charging started successfully. Wait until the headphones are fully charged.
   When charging is complete the indicator turns off.

   The indicator does not light up, or lights up only one side of the headphones.

   Go to step 3.

   The indicator lights up, and then immediately turns off.

   Go to step 3.

3. Check that the headphones are correctly set into the charging case.

   WF-1000X

   • Be careful not to mix the left and right sides when you place the headphones into the charging case.
   • Check that the fitting supporters are correctly fitted to the headphones.
     If the fitting supporters are misaligned, the headphones cannot be correctly set in the charging case.
     Check that tab of the fitting 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.

   WF-1000XM3

   • Be careful not to mix the left and right sides when you place the headphones into the charging case.

   WF-H800

   • Be careful not to mix the left and right sides when you place the headphones into the charging case.

   WF-SP700N

   • 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 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.
     NOTE: Be careful that the arch supporters don't get caught when inserting the headphones into the charging case.

   WF-SP800N

   • 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 tab of the arc supporter is inserted into the groove of the headphones.
     

     NOTE: The following images will help you attach the arc supporters correctly:

     Right

     
     1. The protruding part of the headphones align with the recessed part of the arc supporter.
     2. The arc supporter is firmly and completely inserted.

     Wrong

     
     1. The protruding part of the headphones does not align with the recessed part of the arc supporter.
     2. The arc supporter is not firmly inserted, is loose, and is about to come off.

   WF-SP900

   • 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 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.

   WF-XB700

   • Be careful not to mix the left and right sides when you place the headphones into the charging case.

   If the issue is not resolved, go to step 4.

4. Connect the supplied USB cable to the charging case.
   Check if the indicator lights up when you connect the charging case to an AC outlet using a USB AC adaptor or when you connect it to a computer.
   NOTE: Use the USB cable that is supplied with the product. Charging may not be possible with a commercially-available USB cable.
   

   The indicator lights up.

   A low battery level in the charging case caused the issue. Wait until your earbud headphones are fully charged.

   The indicator does not light up.

   Go to step 5.

5. Wipe the charging ports of the headphones, and check if the charging indicator light up.
   

   Foreign substances and sweat or moisture may build up in the headphones and get transferred to the charging case. To avoid the problems this may cause, regularly clean the contact points of the charging case and headphones using a soft cloth or cotton swab. Once you have finished the cleaning process, try charging again.
   

   WF-1000X

   

   WF-1000XM3

   

   WF-H800

   

   WF-SP700N

   

   WF-SP800N

   

   WF-SP900

   

   WF-XB700
   Location of the charging contact points

   • Contact points on the charging case:
     

   • Contact points on the headphones:
     

   1. Contact points

   How to clean: Wipe off the contact points using dry cloth or cotton swab.

   • Cleaning the contact points on the charging case:
     

   • Cleaning the contact points on the headphones:
     

   The charging indicator lights up.

   The charging ports were not clean. Wait until the headphones are fully charged.
   Regular cleaning is recommended to prevent issues with charging.

   The charging indicator does not light up.

   WF-1000X:

   Go to step 6.

   WF-1000XM3

   Check to see if the issue is resolved after resetting the headphones.

   • For how to reset the headphones, visit the Help Guide or view the video on how to reset the headphones.
     
     
     

     Tip: Learn how to turn captions on or off when watching Internet videos from YouTube

   If the issue is resolved after resetting the headphones, the issue was caused by a temporary malfunction of the headphones. Wait until the headphones are fully charged.
   If the issue is not resolved, go to step 6.

   WF-H800

   Check to see if the issue is resolved after resetting the headphones.

   • For how to reset the headphones, see the Resetting the headset section in the How to reset or initialize the headset article or view the video on how to reset the headphones.
     
     
     

     Tip: Learn how to turn captions on or off when watching Internet videos from YouTube

   If the issue is resolved after resetting the headphones, the issue was caused by a temporary malfunction of the headphones. Wait until the headphones are fully charged.
   If the issue is not resolved, go to step 6.

   WF-SP700N

   Check to see if the issue is resolved after resetting the headphones.
   Reset the headphones

   If the issue is resolved after resetting the headphones, the issue was caused by a temporary malfunction of the headphones. Wait until the headphones are fully charged.
   If the issue is not resolved, go to step 6.

   WF-SP800N

   Check to see if the issue is resolved after resetting the headphones.

   • For how to reset the headphones, see the Resetting the headset section in the How to reset or initialize the headset article or view the video on how to reset the headphones.
     
     
     

     Tip: Learn how to turn captions on or off when watching Internet videos from YouTube

   If the issue is resolved after resetting the headphones, the issue was caused by a temporary malfunction of the headphones. Wait until the headphones are fully charged.
   If the issue is not resolved, go to step 6.

   WF-SP900

   Check to see if the issue is resolved after restarting the headphones and the charging case.

   • Restart the player
   • Restart the charging case

   If the issue is resolved after restarting the headphones, the issue was caused by a temporary malfunction of the headphones. Wait until the headphones are fully charged.
   If the issue is not resolved, go to step 6.

   WF-XB700

   Check to see if the issue is resolved after resetting the headphones.
   For how to reset the headphones, see the Resetting the headset section in the How to reset or initialize the headset article.

   If the issue is resolved after resetting the headphones, the issue was caused by a temporary malfunction of the headphones. Wait until the headphones are fully charged. If the issue is not resolved, go to step 6.

6. When using a different AC adapter or connecting to a different USB port, does the indicator light up?
   Use a different AC adapter to charge your earbud headphones. If you are charging your headphones through a computer, connect it to a different USB port.
   

   Yes, the indicator lights up.

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

   No, the indicator does not light up.

   Go to step 7.

7. Can you 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 mobile device or other product.

   Yes, I can charge the different device.

   The headphones and supplied USB cable may be malfunctioning. Service may be required.
   

   No, I cannot charge.

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