TRUEFREE O2 FAQ

What should I do if the problem about the headphone is not mentioned in this FAQ?

If there is no solution for your problem in this FAQ, please feel free to contact our Customer Service Team(support@itruefree.com) and we will provide you a solution as soon as possible. If we confirmed that the problem couldn't be solved, we will APPly the replacement or refund for you. TUREFREE provides an 12-month warranty for every product. Your satisfaction is always greatly important to us.

BLUETOOTH

• How to pair TRUEFREE O2?

Long press the charging case button for 3s and the indicator light flashes white until the earphones are connected successfully.

• How to reset TRUEFREE O2?

1.Keep the earphones in the charging case and open the charging case lid.

2.Long press the charging case button for 6 seconds until the indicator light flashes white and red twice.

• Why is the Bluetooth connection unstable sometimes?

The earphones support working with iOS, Android, and Windows. Please try the following steps(can be tried alternately):

Charge the earphones - reset the earphones - restart the device - clear some Bluetooth displays on your devices - Turn off/on the Bluetooth;

Please activate the multi-point connection function in the TRUEFREE app before you are ready to use it.

The pairing steps are as follows;

1. Turn off the Bluetooth on Device A after successfully connecting to the earphones.

2. Repeat the pairing operation to connect the earphones to Device B.
3. Turn on the Bluetooth on Device A after successfully pairing to Device B.
4. Once the earphones are re-connected with Device A, the multi-point connection function can work now.

SOUND

Why does the volume of the earphone reduce?

1. This has a lot to do with the wearing angle, please try to adjust the wearing angle as the following.
2. Please volume up by the earphone and your device.

1. Please change other songs or videos.For some songs and videos, the sound effect is unstable. 
2. Please change other devices. You can try this way:

         - disconnect and delete from your original device

         - Pair to a new device and play music

         - disconnect and delete from this new device

         - Pair back with original device

3. Please try to reset the earphones.
4. Please adjust the “Audio Equalizer” in your phone:

         - For iPhone:  [General] - [Accessibility] - [Hearing]

         - For Android: [Accessibility features] - [Accessibility] - [Audio balance]

5. Please do a test of “Adaptive EQ”in “TRUEFREE” After finished it, you can turn on”Adaptive EQ”to check if you can volume balance on both sides.

 Please check if you connect the earphone to the other device at the same time, then please clear the pairing record on the device which you do not need temporarily.

1. Please choose to pick up phone calls via the earphone.
2. Please do not mute the phone calls.
3. Please clean the Mic holes to avoid dust or secretions blocking.
4. Please adjust the volume through the earphone and devices.
5. If you are using the earphone with an Android phone, please check the settings to see if you have allowed both phone audio and media audio to be transmitted through the earphone.
6. Please change other devicesto have a try.
7. Try to wear both earphones together. If wearing only one earphone, please put the other earphone in the charging case or turn it off.

CHARGING

 The battery life of the charging case:

 50%-100%   Green

10%-49%    Yellow

10% or less   Red

Charging status of the charging case:

0%-20%     Red light flashes slowly

20%-69%    Yellow light flashes slowly

70%-99%    Green light flashes slowly

100%          Green light stays on    

 When you put the earphones into the charging case one by one, the light on the charging case will flash once.

1.Remove the silicone plug at the charging port, and connect the Type-C charging cable to charge the case. (Please do not use fast charger)

2.If the earphones stay idle for an extended period, charge them at least every three months to prevent the battery from being damaged.

1. The charging case has no remaining power. Placing the earphones back into the charging case can’t turn them off if the case battery is dead.

     2. Please make sure the earphones are correctly placed in the charging case, and make sure the charging contacts are clean. Please try to clean the places between the charging case and the earphones with something            like a microfiber cloth.

3. Close the cover of the case to charge.

**Sometimes, when you put earphones into the charging case, they may not respond in a timely manner. Please try to take them out and put them back in repeatedly.

The earphones support waterproof. After encountering water, please dry the earphones with a hair dryer and clean the charging port in a timely manner to ensure a dry environment before putting them into the charging case.

 
Why does the battery life of the left and right earphone is inconsistent?

 Generally speaking, the main earphone consumes more power. The difference may be within 10%.

TOUCH CONTROL

1. Please touch the middle of the control zone. And when your hand is wet, the touch control may not work, please keep your hand dry.
2. Clean the touch area of the earphones.
3. Please try to skip the songs more times, you will find the best frequency to control the earbuds. When you don't find the frequency you may think the earphones don't work, please give it some patient.
4. Another way for you to have a try: discharge the earphones, then charge and reset.

APP

1. fill in email address; set and confirm password(use some combinations of letters and numbers, avoid special characters like %$^&);
2. click "get verification code";
3. Type in the code you get from your email;
4. Finish register;

 Fail to receive the verification code？

1. Make sure your phone is connected with good network and try to send the code again about 5minutes later;
2. Check your spam folders/junk inbox first, check if your email blocks the spam emails;
3. Try to register with a different email address;
4. Uninstall the appof the TRUEFREE then re-install it and restart your device to register again;
5. Please manually type your e-mail into the area instead of auto fill for your email address, and also please pay attention to the format of English letters and the space before and after the email address;
6. Please try to turn off anti-virus software. If you have data encryption software on your phone, you may have to turn it off momentarily;

 
What can I do if the earphones won’t connect to the app?

1.Please first to check if your TRUEFREE earphones app has updated to the newest version.

2.You can log in the app and find the icon with three bars in the upper left corner, find "about" to check the TRUEFREE version is. Please upgrade to make sure you get the newest version.

4.Please make sure both earphones pair with each other, then connect to you phone first. After the earphones connected to your phone, then please open the app to connect earphones.

   -try to turn off earphones app completely (Turn off the background running of the app totally);

   -unpaired the earphones via your phone, then turn off phone Bluetooth;

   -put two earphones into the charging case and do a reset as the manual;

   -reconnect the earphones to your phone first after reset (In this step, please make sure TRUEFREE app is off);

   -re-open the app to search earphones to connect to app;

 What can I do if the app could not update?

Please try the following:

1. Please try to reset the earphones as the manual;
2. Take the earphones out of the charging case and leave some time for the two earphones to pair with each other. Then please turn on the blue tooth of your phone to connect with the earphones;
3. Make sure your phone is connected with good network. Turn off the appand reopen it;
4. Try to connect the appwith your phone and do the upgrade again; 

Precautions during the app upgrade process:

- During the upgrade, the distance between the earphones and the mobile phone must be within 0.5 meters;

- Do not put the earphones into the charging case;

- Do not disconnect, play music, or answer the phone calls;

- Don't close or shrink the upgrade page;