Earbuds EP-T10 not connecting nor pairing

Support
#1

I have bought Aukey EP-T10 in October 2019.
They have worked only once and since then they have never paired anymore.
I’ve sent mails to Amazon (December 2019) and also to support@aukey.com (January 2020) but have never received any help or answer.
Could you please tell me what to do to make it work or propose a replacement of the product? I really think the earbuds are dysfunctionning and that the multi-function touch button from the right earbud is corrupted with maybe a contact failure.
When I bring the two earbuds out from the powerbox, they do not connect with each other nor do they go into “pairing mode”. I also tap twice on the right earbud as suggested in the user manual but nothing comes out of this.
The same goes if I try to only use the right earbud from the powerbox.

Hope you’ll have an idea to make it work.
Best regards,
FBM

#2

Hi FBM,

I am really sorry to hear about the malfunctioning of our earbuds. Please contact our CS specialist @Kelly_AUKEY for technical support or a replacement.

Best regards,
Simon

3 Likes
#3

Many thanks @Simon_AUKEY : how can I contact @Kelly_AUKEY?

Best regards,
Fabrice

1 Like
#4

@FBM Welcome to Aukey Community :pray:

Aukey Support Personnel @Kelly_AUKEY is already on this communication, you can reach Kelly via Private Message, please drop a note with all the details,

hope this helps!

2 Likes
#5

I just need to get used to the platform (in short: find how to PM) but your message is clearly very helpful.

#6

if you just click the name it will give you the message option

2 Likes
#7

I’ve already done this, but I can’t find any “message options” when I open @Kelly_AUKEY 's profile.
I also tried to message from my AUKEY-inbox and it’s the same: does not work. Maybe I need to wait a bit before those options get activated.

#8

Sorry, I don’t know why you don’t see the message option.
I’m fairly sure Dane already copied Kelly in on the issue anyway so you should be ok

#9

You might be right, she might be cc-ed and informed of my problem.
Here is what I see while clicking on her name:

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#10

@FBM follow the steps with the red highlight

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1 Like
#11

Nice share for this. Thanks @CK-Techie

@FBM As they’ve mentioned, you have indeed been added to the queue for our CS team to reach out. Please bare with us - we’re aware and are dealing with it :slight_smile:

1 Like
#12

Thx for helping!
Eager to have your pieces of advice :slight_smile:

#13

Hi,
I have the same issue. has this been solved?

#14

Hi I recommend that you message us via the support email - support@aukey.com - as this will be best for these kinds of technical questions. :pray:

In the mean time, do check the forum for any possible troubleshooting methods for the T10’s. :slight_smile:

#15

I’m on my second pair of aukey t10s after the last one had problems and now when I take the buds out of the case they will say “disconnected, pairing, disconnected” and not connect and I can’t seem to fix this

#16

Hi @Lamppost

As I just mentioned in the other post, please check the forum carefully and try all possible troubleshooting methods. If nothing works, please let our support team know - support@aukey.com