Check the 3.5mm jack attached to the earphones, and inside of the 3.5mm port on your device. Are they both clean and free of dust?
Check the volume settings on your device or app, is this turned up. Check the balance on your device and app as well.
With your device playing music wiggle the wires, if the sound comes back please contact our support team using this link.
This is a loose connection and can be caused when tightly wrapping your earphones up after use.
To prolong the life of your earphones you can do the following:
- Get a storage case for your earphones
- Not wrap the earphones so tightly after use
- If you are going to wrap your earphones, hold the wire about 1cm down from the earphone and 1cm from the controls on the same side, wrap each side of the earphones separately to reduce wear and tear on the connection to the earphones and the controls.