Service Troubleshooting Guide for

top 15 frequent asked que

Item Question

1 How to pair Motobuds Charge with mobile phone

Attempt to pair for the first time, after the process

2
and found can only hear from one of the buds

3 Having successfully paired and used the headset,

suddenly either L or R bud not connected

How to pair the earbud INDIVIDUALLY with two different

4
mobile phone
 When connecting with computer or notebook there is no
5
audio

When earbuds are placed into the case, the audio is

6 still on the buds
(buds are not turned off automatically)

When taking the buds out from the case it does not turn
7 on automatically

There is chopping in and out on one fo the bud or both

8 buds

9 There's no incoming call ringtone

10 The earbuds doesn't fit the ear

11 The battery life is short

12 How to trigger various Voice Assistant

13 Does the headset come with an APP

14 What does Vervelife APP does

15 Can the charging case be charged by any mobile phone

The call quality on meeting application

16 (Team/Zoom/Whatsapp/Skype) with mobile phone the voice
is not clear or distortion at the far end

The call quality on meeting application

17 (Team/Zoom/Whatsapp/Skype) with computer the voice is
not clear or distortion at the far end

When the two buds only flash blue and red and does not
18 connect to each other (no TWS pairing)

19 When playing music there is abnormal noise / choppy

sound

20 When initate a call while playing music, the headset

suddenly has no audio.
 When play music or video, listen the bt headset it
21 suddenly prompted "disconnected", then continue play
music or video

During a call or music play, there is sudden change in

22 volume which lead to sound volume in both ears are
different

The headset are fully battery, right and left bud

23 battery life is different

24 The noise cancellation for making phone call is poor

25 The ANC function does not work

26 The power drop rapidly on the buds

Can not find Motobuds Charge when attempting to perform

27 pairing

28 There is dirt on the ear gels

29 How do I know the case is fully charged

30 How do I know the ear buds are fully charged

31 What is the pairing Name?

32 How long does a charge last?

33 Does it only work with Motorola phone?

34 Can it be used to make phone call?

35 How many devices can it connect to at the same time?

36 How many different size earbuds come with this?

Do the earbuds use touch control to do stuff (pause, volume,

37 Siri, etc.)?

38 Does it waterproof?
39 Can i connect one to my phone and one to another device?

40 How long does it take to fill a single charge?

How far from my IPhone will the earbuds still work without
41 cutting out?

42 How to use it connect to my phone?

Do they start to automatically connect after the first

43 pairing?

44 How many colors does it have?

45 Does it comes with a manual?

46 How long is the warranty？

47 Can I use one while one is charging?

48 How to control the volume?

49 How do I know it is running out of battery?

50 What country is this product made?

51 How to turn up the volume?

52 Can you listen to just one earbud?

53 How do I know the battery life of earphones and cases?

54 Does it come with a case?

55 How do you shut them off?

56 How do I know my earbuds are on?

57 Will they easy to fall out during a run?

58 Does it tells u the incoming call number?

59 Is the charging case easy to open?

60 Can I connect to my laptop?

61 Can I wear it while I swimming?

62 Does it work with Siri?

63 Are they comfortable in your ears?

64 Are this noise-canceling?

65 Do both sides work on the call?

66 Does the case charge wirelessly?

67 Do both earbuds have a mic?

Can the earbuds be put into the case while the case is
68 charging?

69 Can you pause and skip songs by just touching earpiece?

70 Is the charging case waterproof?

71 Can I use both the left and right earbud independently?

72 Can it connect to any Bluetooth?

73 Are they touch sensitive?

74 Does it show battery percent when connected to ios device?

75 How many hours work with a normal phone call?

76 Does it have a light?

77 How to answer a call

78 How to hang up a call

79 Is the sound quality best for music?

80 Does it work for the Android system?

81 Whats the return policy?

82 Can I use this with phone and laptop simultaneously?

83 How do you turn them off when not in use?

84 Do these pairs with An Apple Watch?

Can the Bluetooth headphones with mic wake up the voice

85 assistant?

86 Can I use Bluetooth headphones compatible with the tv?

87 Is it simple to use?

I like listening to music while exercising. Is this suitable

88 for working out?

89 Can I use this Bluetooth headset for heavy sports workouts?

What kind of sports can I use these Bluetooth headphones

90 with?

91 Does it only suitable for men?

What kind of sports can I use these Bluetooth headphones

92 with?

How can I control the equalizer for these earbuds Bluetooth

93 headphones?

94 How sweatproof are these wireless earbuds?

95 Are these Bluetooth headphones bulky?

96 Are these wireless Bluetooth headphones hard to charge?

97 Are they have to charge in the case?

98 Does it work with voice assistant

99 How to trigger Siri voice assiant

100 How to trigger Google voice assistant

101 How to trigger Alexa voice assiant

102 Does the headset come with an APP

103 What does Vervelife APP does

104 Can the charging case be charged by any mobile phone

105 Does it support noise cancellation

106 What will be trigger when pressing MFB once

107 What will be trigger when holding MFB for 2 seconds

108 What will be trigger when pressing MFB twice

Troubleshooting Guide for Motobuds Charge
top 15 frequent asked questions

Answer

to pair for the first time:

1. Take out the buds from the case
2. Select "Motobuds Charge" from the Bluetooth menu from the phone

1. Put both buds back to the case (ensure the case has power), see if both buds get charged
(red LED on)
2. Take both out try to play a song and see if music is avaialable from both ears.
IF not, do a factory reset (see also QSG)

1. Turn off BT on mobile (to make sure it is not connected with mobile)
2. Assuming buds are in the case and then take both buds out, observe the LED indicator
3. If it is working properly, it should be one bud flashing RED & BLUE (which means it's th
master) and the other side flashing BLUE (acts as slave). as such, it means L & R buds are
paired successfully and it will work proper with mobile.
4. If both are flashing RED & BLUE, which could mean they are not pre-paired proper from
factory or something went wrong. Then, customer is advised to do a factory reset (see QSG)

1. Both buds inside the case and take one out (assuming L Bud)
2. The L Bud will flash BLUE & RED and serarch from Mobile Phone A, then connect it.
3. Once it's connected, turn OFF BT on Mobile Phone A and put L Bud into the case.
4. Take R Bud out and similarly connect R Bud with Mobile Phone B.
5. Turn ON BT on Mobile Phone A again, take out L Bud and from Phone A BT menu, select
Motobuds Charge again. Now L bud is connected with Phone A and R Bud is connected with Phon
B simultaneously
Normally user knows how to "PAIR" with the computer, however, the computer is a bit more
complicated than connecting with mobile phone. User needs to CONNECT with the computer and
select the correct "Service".
For music - select the Music service
For making call - select the VoIP service
* every computer UI could be different but the same rule applies (see remarks a Lenovo
computer MMI)

Check and it could be one of below reasons:

1. Check the charging case if it's out of battery. The auto turn ON / OFF is triggered by
the Hall sensor but when the charge case is out of battery, the Hall sensor will not work.
2. Check if the L and R bud have been placed incorrectly. if it's placed incorrectly it
could lead to bad contact of the pogo pin.
3. Check if the insulation label been remove if it's first time using the bud

Check and it could be one of below reasons:

1. Check the charging case if it's out of battery. The auto turn ON / OFF is triggered by
the Hall sensor but when the charge case is out of battery, the Hall sensor will not work.
2. Check if the L and R bud have been placed incorrectly. if it's placed incorrectly it
could lead to bad contact of the pogo pin.
3. Check if the insulation label been remove if it's first time using the bud
In some of the enironment where there are a lot of strong radio interferences such as
roadside, cross junction, airport, rail station..etc, such phenomenon is unavoidable.

This should not happen on Apple but could happen on Android, this can be easily fixed but
checking the Bluetooth paired menu and make sure the "Phone calls" box is checked. If it's
not checked, there will not be ringtone during incoming call.

The ergonormic earbuds design of the Motobuds Charge should cater most of the human ears. T
achieve the most comfortable fitting, user is advise to try out all 3 sizes of ear gel.

First check if user has fully charged the device before first use, typically it should be
fully charged within 2 hours.
After a fully charge, the earbuds can be used for 5 hours continuous music playing based on
50% volume. The charging case can provide extra 5 hours to through one charge cycle.

To trigger Siri, double tab the MFB button

To trigger Google voice assitant, hold the MFB btton for 2 sec
To trigger Alexa voice assistant, hold the MFB button for 2 sec
Yes, the APP is called Hubble Vervelife, it can be downloaded from both Apple App Store and
Android Play Store
Vervelife App allows you to locate when your buds were last connected so it helps you to
find your lost buds. It also has a tailormade Amazon Alexa voice assistant function which
allows you to trigger Alexa without the needs of taking out your phone. Also it provides in
app Quick Start Guide, so you can view the manual while you are on the go.

Yes, it can be charged by most of the mobile phone that has a Type C connector as long as
the phone supports OTG standard. Pleasea check with your phone user manual for details.

There could be several reasons that lead to this issue, please check:
1. the user talking environment - Motobuds Charge is not designed with noise cancellation,
if the background is noisy, it voice quality could be affected
2. the distance between mobile & Motobuds Charege - the optimized distance between phone an
the headset is 10 meters, however it could also be affected by obstacles or other 2.4GHz
wireless transmission such as wifi signal
3. wearing one bud - if you are wearing one bud, but leaving the other on the table, make
sure you are wearing the bud with mic function (when in TWS mode, only the mic on master
side is turned on), you can test to speak with the bud one at a time to figure out which on
is with mic function.
4. Mobile network connection - poor network connect could lead to poor voice quality

There could be several reasons that lead to this issue, please check:
1. the user talking environment - Motobuds Charge is not designed with noise cancellation,
if the background is noisy, it voice quality could be affected
2. the distance between mobile & computer - the optimized distance between phone and the
computer is 10 meters, however it could also be affected by obstacles or other 2.4GHz
wireless transmission such as wifi signal. Try to keep stationary with the computer as the
monitor could block the wireless signal.
3. wearing one bud - if you are wearing one bud, but leaving the other on the table, make
sure you are wearing the bud with mic function (when in TWS mode, only the mic on master
side is turned on), you can test to speak with the bud one at a time to figure out which on
is with mic function.
4. Mobile network connection - poor network connect could lead to poor voice quality

Perform and TWS reset:

1. select one of the buds and press the MFB 3 times quickly
2. wait until the selected bud flash blue & red whereas the other flash blue
3. put both back to the case

Check the following:

1. it could be interferred by other 2.4GHz wireless signal, try moving to another area
2. try to turn off the Bluetooth and turn back on again
3. check the internal connection as it could affect the music quality if it is a streamed
music

check if accidentally hit the call from phone option from the phone, when initating a call
from mobile the audio will always route to the Motobuds Charge regardless of which OS.
This could be due to other 2.4GHz wireless interference, most of the time it will continue
playing which is normal

During Bluetooth transmission, if there is other 2.4GHz wireless interference, the

transmission packet could be lost and the earbud receives incomplete data that could lead t
volume drop
This is normal but it will not be very significant different. One of the bud is the master
which will consumer more power than the slave because it transmit signal to both the mobile
phone and slave bud where as the slave bud only transmit with the master
Motobuds Charge is not designed with any noise cancellation chipset and it does not support
noise cancallation. However, under reasonable quiet enironment, the call quality is
acceptable.
Motobuds Charge is not designed with any Active Noise Cancellation, please refer to other
Motorola model if this feature is required.
Each charging cycle the ear buds can play up to 5 hrs (based on playing @50% volume), make
sure the buds are fully charge (earbud LED turns off) and there is contact during charging
(make sure L and R buds are sitting in the right side)
Make sure the Motobuds Charge does not connect with previous device already. To pair with a
new phone, turn off the Bluetooth on the 1st phone to release the Bluetooth link from the
earbuds. Then it will be avaiable for searching on a new phone
The ear gel is removable and is washable, customer is advised to clear the ear gels
regularly for the sake of hygiene
When it is being charged the white LED on the case will be flashing, it will remain ON when
it is fully charged. Typically it takes around 1.5hrs
When the buds are being charged, the red LED stays on, it will then turn OFF when it is
fully charged. Typically it takes around 1.5hrs.
From your phone Bluetooth menu, search for "Motobuds Charge" for pairing

5 hours from the bud and addition 5 hours from the charging case

It works with all mobile phones such as Apple, Samsung, LG, Huawei, Oppo, Vivo..etc, as long as the
phone supports Bluetooth 4.2 and above

Yes, Motobuds supports Bluetooth HSP (Headset profile) and HFP (Handsfree profile) and can be used
to make phone call

one mobile phone

L, M, S - 3 sizes of ear gel included

Yes, touch control for music Play/Pause, Call / End Call and Voice Assistant function

Support IPX5, splash proof

Yes, this is possible provided the two buds are not within the Bluetooth range (10m). When the two
buds come together, it will act as a normal TWS (true wireless) which both buds connects with one
phone

<2hrs

10 meters

to pair for the first time:

1. Take out the buds from the case
2. Select "Motobuds Charge" from the Bluetooth menu from the phone

Yes, the buds will always auto reconnect with the last connected device

2 colours - Black & White

Yes, scan the QR code in the packaging to download the online quick start guide

Warranty policies vary from country to country，Same as normal wired headphones

yes

Volume is controlled via the mobile phone

Ear buds will emit a voice prompt "Battery Low". Also, can be seen from the battery meter from the
phone.

China

Volume is controlled via the mobile phone

Yes, either left or right

Battery meter usually can be seen from the mobile phone

Yes, case with built-in battery

The earbuds can be automatically shut off when placing them into the case

There is a welcoming tone "Hello Moto" when it is connected with the mobile phone

No, the buds are ergonormically fit into ears

Yes, however it is mobile dependent

Yes, the case has a built-in magnet deisgn, it can easily be opened and closed.

Yes, it works with most of the laptop that support Bluetooth

No, it does not support, however, it is IPX5 which is water resistant from water drop or spray.

Yes, it works with Siri, hold MFB button for 2 seconds

Yes, ergonormic earbuds design fits different ear sizes. User can choose from 3 different sizes of
ear gel for the most comfort fitting.

No, it does not support ANC but it can still block some level of background noise by it's passive
noise cancellation.

Yes, support phone call with audio from both sides

No, it does not support wireless charging

Yes, support phone call with audio from both sides

Yes, the battery case design allows both buds to be stored in the case while charging.

Yes, simply press the Multi-function Button (MFB). Single press to play / pause, doule press to ski
to next and triple press to go back previous song.

No, typically charging case is not water proof, the earbuds does support water proof which is IPX5.

Yes, user can use both earbuds to two different mobile as long as they are not used within the
Bluetooth range.

Yes, Motobuds Charge supports Bluetooth v5.0 and it's backward compatibile to previous Bluetooth
version as well

Yes, both earbuds have built in touch sensor to allow simple easy control.

Yes, the earbuds battery meter can be seen on the top right corner on the iphone.

5 hours from the bud and addition 5 hours from the charging case

Yes, each buds has a dual colour LED indicator.

Answer the call with Single tap

Hang up the call with double tap

Yes, Motobuds Charge equips with dynamic driver which is suitble for a wide range of music.

Yes, it supports most latest Android OS

Warranty policies vary from country to country，Same as normal wired headphones

yes, if you use them as a mono seperately

It will automatically turn off after 15mins if it is not connected with the mobile phone. Normally
you just need to put both buds into the case and it will turn off automatically and start they will
start gets charging.

Yes, supports Apple Watch all series

No, it does not wake up voice assistant with mic but it does support Siri/Google/Alexa by button
trigger.

Yes, as long as the TV support Bluetooth it will support

Yes, all operations are very simple. To pair in the 1st time, simple take both earbuds out from the
case, search Motobuds Charge from the Bluetooth menu and it will then connected and ready to use.
When finish using it, simply put the earbuds back to the case it will automatically switch off and
get charged by the case.

Yes, it ideal for working out. It comes with Ergonoric design which fits securely on the ears durin
work out, also it supports water resistant IPX5.

Yes, it ideal for working out. It comes with Ergonoric design which fits securely on the ears durin
work out, also it supports water resistant IPX5.

All kinds of sports except water sport

Suitbable for male or female

All kinds of sports except water sport

No, it does not require equalizer really because the sound is excellent and it has been tuned by
professional engineer

Yes, support water resistant IPX5 which means it can withstand water splash from all angles.
No, it is only 8g in weight and very comfortable

No, it is very simple use and convinient to charge by the charging case

Yes, the case can be charged up within 2 hours.

Yes, it supports most voice assistant including Siri, Google Assistant, Alexa as well as other phon
dependant voice assistant

To trigger Siri, double tab the MFB button

To trigger Google voice assitant, hold the MFB btton for 2 sec

To trigger Alexa voice assistant, hold the MFB button for 2 sec

Yes,but the phone doesn't come with an APP. the APP is called Hubble Vervelife, it can be downloade
from both Apple App Store and Android Play Store

Vervelife App allows you to locate when your buds were last connected so it helps you to find your
lost buds. It also has a tailormade Amazon Alexa voice assistant function which allows you to
trigger Alexa without the needs of taking out your phone. Also it provides in-app Quick Start Guide
so you can view the manual while you are on the go.

Yes, it can be charged by most of the mobile phone that has a Type C connector as long as the phone
supports OTG standard. Pleasea check with your phone user manual for details.

No it does not support ANC (Active Noise Cancellation) nor ENC (Environmental Noise Cancellation).

it depends on condition such as:

- When there is incoming call, press MFB to pick call
- When in a the call conversation, press MFB to end call
- When playing music, press MFB to pause
- When music is paused, press MFB to resume playing

it depends on condition such as:

- When the headset is OFF, hold the MFB for 2sec will power on the headset
- When in idle mode, hold the MFB for 2sec will activate voice assistant Siri/Google/Alexa
- When there is an incoming call, press MFB for 2sec will reject the incoming call

it depends on condition such as:

- When playing music, press MFB twice to skip to next track
- When in a call conversation, if there is a 3rd party incoming call, press MFB twice will hang up
current call and pick up the 3rd party incoming call
Quick Start Guide

C:\Users\
calvintsang\
Desktop\
ROADMAP\^ 2020\
^ NEW PRODUCT\
MOTO BUNDLE\ Remark
MOTOBUDS
CHARGE\Motorola
Service\
MotoB
uds+C
harg
e_20200627_V5
(online 18
languages).pdf