Centro de asistencia

Count Tab Question Answer
1 Bluetooth & Connection What can I do if my earbuds won't connect to my device? "Step 1. Clear the pairing records between the earbuds and all of the previous devices.
Step 2. Try to clear some Bluetooth listings on your device and restart the device. Step 3. Put the earbuds into the charging case to reset.
Step 4. Take the earbuds out of the charging case. Activate Bluetooth on the device, and choose ""QCY T13X"" on Bluetooth list to pair.
If that doesn’t work:
- Try pairing with another device to check for compatibility issues.
- Ensure there are no objects blocking the Bluetooth signal."
2 Bluetooth & Connection What should I do if my earbuds disconnect or the sound is choppy? "Please note that this may not indicate an issue with the earbuds themselves, but could be related to the connected device or your environment. Bluetooth signals can be affected by obstacles like walls, appliances, Wi-Fi interference, and more. To ensure a stable connection, try to minimize such obstructions.
To resolve the issue, follow these troubleshooting steps:
1. Fully Charge and Reset Your Earbuds
2. Test with Downloaded Media: Check the performance by listening to downloaded music or videos to avoid potential streaming issues.
3. Try a Different Device and Environment: Test the earbuds with another Bluetooth device in a different location to see if the issue persists."
3 Battery & Charging Why do the earbuds stay connected to my device even after being placed in the charging case with the lid closed? "1. Ensure the earbuds are seated properly in the case.
2. Limpia los contactos de carga tanto de los auriculares como del estuche para garantizar una conexión correcta.
3. If the issue persists, contact our service center."
4 Battery & Charging What should I do if the earbuds don’t turn on when taken out of the charging case? "1. Make sure the earbuds are charged.
2. Comprueba que las almohadillas estén bien colocadas.
3. If the earbuds still don’t turn on after charging, contact our service center."
5 Battery & Charging How do I check the battery level of the earbuds? "Pair the earbuds with the QCY app on your phone to check the battery level.
To download the app, just search for ""QCY"" in your app store."
6 APP & Control What Can I do if the touch control do not work? "Try the following method:
1. Ensure you're touching the control area.
2. keep your hands dry. If your hand is wet, the touch controls may not respond effectively.
3) Reset the earbuds."
7 APP & Control How to connect to the QCY app? "1. Get the QCY App.

La aplicación QCY está disponible para dispositivos iOS y Android. Se puede instalar desde Google Play Store o desde la App Store de Apple.

2. Conecta los auriculares QCY a tu dispositivo mediante Bluetooth (por ejemplo, un smartphone o una tableta)

3. Use the QCY app for enhanced product experience."
8 APP & Control Why does the QCY app ask for location access? "The app itself doesn’t normally need location access. However, when Bluetooth Low Energy (BLE) is used to find your earbuds, Android requires location permission.
If you prefer not to share your location, close the app and try pairing again."
9 APP & Control What should I do if my earbuds are not found on the QCY App? "1. Pair the earbuds with your phone.
2. Open the QCY app, scroll to the bottom, and click ""Add Devices.""
3. If ""T13"" pops up, select it to connect.
4. If not, click ""Set Up Manually"" and choose ""T13X"" from the list to connect."
10 Sound & ANC What can I do if the volume is low when connecting to my phone? "Try follow these troubleshooting steps:
1. Clean the Ear Tips: The sound may be muffled if the sound hole is blocked by debris. Use a Q-tip with a small amount of rubbing alcohol to gently clean the metal mesh filter under the rubber ear tips.
2. Re-pair Your Earbuds: Clear the pairing records on your phone, then re-pair the earbuds to your device."
11 Sound & ANC Why can't the person on the other end of the call hear me, or why is my voice unclear? "We recommend trying the following steps:
- Wear both earbuds together rather than using just one. If you only use one earbud, ensure the other one is in the charging case.
- Try using different sizes of ear tips to ensure a secure fit and better sound clarity. Make sure the earbuds are positioned correctly to form a tight seal.
- Verify that the audio output device on your phone is set to ""QCY T13X.""
- If you're making the call through an app, try making a direct call using your phone's regular calling feature to check if the issue persists.
- Test your earbuds with a different Bluetooth device in a different environment to see if the problem improves."
12 Sound & ANC Why is sound only coming from one side of the earbuds? "To resolve this issue, try the following steps:
1. Re-pair the earbuds: Unpair the earbuds from your Bluetooth device and then pair them again.
2. Charge the earbuds: Ensure the charging case has enough power. Place the earbuds in the case, close the lid, and wait a few seconds to restart your earbuds
3. Restart your device: Try restarting your smartphone or computer.
Reset the earbuds: Follow the instructions in the manual to reset your earbuds.
4. Re-initialize and pair again: If the problem continues, initialize the earbuds and re-pair them with your device.
5. Check for Chat Mode: If you're using a voice chat app, music playback may pause when Chat Mode is activated. Exit Chat Mode to resume audio playback."
13 Sound & ANC Can I use the left or right earbud on its own? "Yes, just take one earbud out from the charging case to use.

If you are using two earbuds, you can put either one of the earbuds back into the charging case and continue using the other one on its own."
14 Sound & ANC What can I do if the earbuds have poor sound quality? "You can try the following troubleshooting steps:
- Adjust the ear tips: Try using different sizes of ear tips and ensure the earbuds are positioned correctly to create a tight seal. This can improve both sound quality and noise cancellation.
- Comprueba la fuente de audio: prueba con diferentes tipos de música y asegúrate de que el sonido sea nítido y no presente distorsiones ni ruidos.
- Customize the EQ settings: Use the QCY app to try different EQ modes or customize the sound profile to suit your preferences."
15 Care & Others Can I buy one side of the earbuds if I lost one earbud? We do not sell earbuds separately, so you will need to purchase an entire set instead.
16 Care & Others How do I update the firmware? "Update the fireware on the QCY App, Before updating:
1. Ensure your earbuds have at least 20% battery.
2. Make sure both earbuds are connected to the QCY app.
3. Don’t use the earbuds during the update.
4. Keep the earbuds in the charging case with the lid open."
17 Care & Others How to clear my earbuds? "Regular cleaning and maintenance after daily use are essential for extending the lifespan of your earphones. Neglecting this can lead to reduced performance and longevity.
1. Limpieza de las clavijas de contacto:
- Ensure the charging case is unplugged from any power source.
- Use a cotton swab or a soft cloth moistened with rubbing alcohol or an alcohol wipe to gently clean the contact pins on both the earbuds and the charging case.
2. Limpieza de los filtros de los auriculares:
- First, remove the ear tips from the earbuds.
- Use a cotton swab dipped in rubbing alcohol to carefully clean the filters."

1. Make sure the earbuds are charged.
2. Comprueba que las almohadillas estén bien colocadas.
3. Si los auriculares siguen sin encenderse tras la carga, ponte en contacto con nuestro centro de atención al cliente.

Empareja los auriculares con la aplicación QCY de tu móvil para comprobar el nivel de batería.
Para descargar la aplicación, solo tienes que buscar "QCY" en tu tienda de aplicaciones.

Step 1. Clear the pairing records between the earbuds and all of the previous devices.
Step 2. Try to clear some Bluetooth listings on your device and restart the device. Step 3. Put the earbuds into the charging case to reset.
Step 4. Take the earbuds out of the charging case. Activate Bluetooth on the device, and choose "QCY T13X" on Bluetooth list to pair.
If that doesn’t work:
- Try pairing with another device to check for compatibility issues.
- Ensure there are no objects blocking the Bluetooth signal.

Please note that this may not indicate an issue with the earbuds themselves, but could be related to the connected device or your environment. Bluetooth signals can be affected by obstacles like walls, appliances, Wi-Fi interference, and more. To ensure a stable connection, try to minimize such obstructions.
To resolve the issue, follow these troubleshooting steps:
1. Fully Charge and Reset Your Earbuds
2. Test with Downloaded Media: Check the performance by listening to downloaded music or videos to avoid potential streaming issues.
3. Try a Different Device and Environment: Test the earbuds with another Bluetooth device in a different location to see if the issue persists.

We do not sell earbuds separately, so you will need to purchase an entire set instead.

Update the fireware on the QCY App, Before updating:
1. Ensure your earbuds have at least 20% battery.
2. Make sure both earbuds are connected to the QCY app.
3. Don’t use the earbuds during the update.
4. Keep the earbuds in the charging case with the lid open.

Regular cleaning and maintenance after daily use are essential for extending the lifespan of your earphones. Neglecting this can lead to reduced performance and longevity.
1. Limpieza de las clavijas de contacto:
- Ensure the charging case is unplugged from any power source.
- Use a cotton swab or a soft cloth moistened with rubbing alcohol or an alcohol wipe to gently clean the contact pins on both the earbuds and the charging case.
2. Limpieza de los filtros de los auriculares:
- First, remove the ear tips from the earbuds.
- Use a cotton swab dipped in rubbing alcohol to carefully clean the filters.

Try follow these troubleshooting steps:
1. Clean the Ear Tips: The sound may be muffled if the sound hole is blocked by debris. Use a Q-tip with a small amount of rubbing alcohol to gently clean the metal mesh filter under the rubber ear tips.
2. Re-pair Your Earbuds: Clear the pairing records on your phone, then re-pair the earbuds to your device.

We recommend trying the following steps:
- Wear both earbuds together rather than using just one. If you only use one earbud, ensure the other one is in the charging case.
- Try using different sizes of ear tips to ensure a secure fit and better sound clarity. Make sure the earbuds are positioned correctly to form a tight seal.
- Verify that the audio output device on your phone is set to "QCY T13X."
- If you're making the call through an app, try making a direct call using your phone's regular calling feature to check if the issue persists.
- Test your earbuds with a different Bluetooth device in a different environment to see if the problem improves.

Sí, solo tienes que sacar un auricular del estuche de carga para utilizarlo.

If you are using two earbuds, you can put either one of the earbuds back into the charging case and continue using the other one on its own.

Puedes seguir estos pasos para solucionar el problema:
- Adjust the ear tips: Try using different sizes of ear tips and ensure the earbuds are positioned correctly to create a tight seal. This can improve both sound quality and noise cancellation.
- Comprueba la fuente de audio: prueba con diferentes tipos de música y asegúrate de que el sonido sea nítido y no presente distorsiones ni ruidos.
- Personaliza los ajustes del ecualizador: utiliza la aplicación QCY para probar diferentes modos de ecualización o personalizar el perfil de sonido según tus preferencias.