Article ID : 00249544 / Last Modified : 06/10/2020

Troubleshoot why the Truly Wireless headphones are not charging

    This page introduces how to troubleshoot when Truly Wireless headphones cannot charge.

    image of WF-1000X image of WF-1000XM3 image of WF-H800 image of WF-SP700N image of WF-SP800N image of WF-SP900 image of WF-XB700

    Follow these steps to troubleshoot this issue:

    Before you start

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

    WF-SP900

    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).
    image of WF-SP900 indicating the location of the proximity sensor

    NOTE: If "Unfortunately, there currently are no downloads for this product." is shown in the download page, go to the next step.

    Solution

    1. Does the charging indicator flash when you set the headphones in the charging case?
      image that the indicator of WF-1000X charging case is flashing image that the indicator of WF-1000XM3 charging case is flashing image that the indicator of WF-H800 charging case is flashing image that the indicator of WF-SP700N charging case is flashing image that the indicator of WF-SP800N charging case is flashing image that the indicator of WF-SP900 charging case is flashing image that the indicator of WF-XB700 charging case is flashing

      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.
      image that the indicator of WF-1000X is lighting up image that the indicator of WF-1000XM3 is lighting up image that the indicator of WF-H800 is lighting up image that the indicator of WF-SP700N is lighting up image that the indicator of WF-SP900 is lighting 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.
      image that the indicator of WF-1000X is turning off image that the indicator of WF-1000XM3 is turning off image that the indicator of WF-H800 is turning off image that the indicator of WF-SP700N is turning off image that the indicator of WF-SP900 is turning off Go to step 3.
      The indicator lights up, and then immediately turns off.
      image that the indicator of WF-1000X changes from lighting up to turning off image that the indicator of WF-1000XM3 changes from lighting up to turning off image that the indicator of WF-H800 changes from lighting up to turning off image that the indicator of WF-SP700N changes from lighting up to turning off image that the indicator of WF-SP900 changes from lighting up to turning 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.
        image of WF-1000X attaching the fitting supporter
      • 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.
        image of WF-SP700N indicating the location of the groove
        image of WF-SP700N attaching the arc supporter
      • 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.
        image of WF-SP800N attaching the arc supporter

      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.
        image of WF-SP900 attaching the arc supporter
      • 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.
      image that charges WF-1000X connecting the USB cable to the charging case image that charges WF-1000XM3 connecting the USB cable to the charging case image that charges WF-H800 connecting the USB cable to the charging case image that charges WF-SP700N connecting the USB cable to the charging case image that charges WF-SP800N connecting the USB cable to the charging case image that charges WF-SP900 connecting the USB cable to the charging case image that charges WF-XB700 connecting the USB cable to the charging case

      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.
      image of WF-1000X indicating the location of the charging port image of WF-1000XM3 indicating the location of the charging port image of WF-H800 indicating the location of the charging port image of WF-SP700N indicating the location of the charging port image of WF-SP800N indicating the location of the charging port image of WF-SP900 indicating the location of the charging port image of WF-XB700 indicating the location of the charging port

      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.

      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.

      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.

      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.

      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. The Service may be required.
      No, I cannot charge.
      The AC adapter or USB port may not be working. Contact the manufacturer.

    Go to the Headphones Troubleshooting Guide top page