Article ID : 00271797 / Last Modified : 19/11/2021

The headphones do not charge. (WF-SP900)

    Follow these steps to troubleshoot why the headphones do not charge:

    Before you start

    Update the headphones' software to the latest version. Doing so may resolve the issue. Perform the update before proceeding.

    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 indicating the location of the proximity sensor

    Solution

    1. Check if the charging indicator flashes when you set the headphones in the charging case.

      The indicator flashes slowly
      The remaining battery charge of the charging case is low. Go to step 4.
      The indicator 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.
      The indicator does not flash, but it lights up or turns off
      Go to step 2.
    2. Check if the indicators light up when you close the lid of the charging case, wait approximately 30 seconds, and open the lid again.

      The indicators light up

      The headphones are in the process of charging. Wait until the headphones are fully charged.
      The indicators do not light up, or light up only one side of the earbuds

      Go to the next troubleshooting step.
      The indicators light up, and then immediately turns off

      Go to the next troubleshooting step.
    3. Set the headphones into the charging case correctly, and check if the indicators light up.

      • 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.
      The indicators light up
      The issue was caused because the headphones were not properly set into the charging case.
      The indicators do not light up
      Go to the next troubleshooting step.
    4. Connect the supplied USB cable to the charging case, and check if the indicators light up.

      Note: Use the USB cable that is supplied with the product. Charging may not be possible with a commercially-available USB cable.
      The indicators light up
      The cause may have been a low battery. Wait until the headphones are fully charged.
      The indicators do not light up
      Go to the next troubleshooting step.
    5. Clean the charging ports of the headphones, and check if the charging indicators light up.

      The indicators light up
      The charging ports were not clean and could not contact with the headphones. Wait until the headphones are fully charged.
      Note: Regular cleaning is recommended to prevent issues with charging.
      The indicators do not light up
      Go to the next troubleshooting step.
    6. Restart the headphones and the charging case.

      Note: Device registration (pairing) information and other settings will be retained.

      Visit the Help Guide to restart the headphones or the charging case:

      The issue is resolved
      The issue may have been caused by a temporary malfunction of the headphones.
      The issue is not resolved
      Go to the next troubleshooting step.
    7. Check if you can 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 different mobile device or product.

      The mobile device or product can be charged
      The headphones and/or supplied USB cable may be malfunctioning. Service may be required.
      The mobile device or product cannot be charged
      The AC adapter or USB port may not be working. Contact the manufacturer.

    Go to the Headphones Troubleshooting Guide top page