Article ID : 00271798 / Last Modified : 25/01/2022

The Headband / In-Ear Headphones do not charge.

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

    1. Charge the headphones for five minutes.

      The location and color of the indicator differ depending on the model. Refer to the Help Guide for model-specific information.

      Indicator location for the model WH-1000XM4
      image indicating the location of the indicator (WH-1000XM4)

      Indicator location for the model WI-C400
      image indicating the location of the indicator (WI-C400)

      The indicator lights up
      The headphones are in the process of charging. Wait until the headphones are fully charged.
      The indicator repeatedly flashes twice in red (or orange), or it repeatedly flashes slowly in red (or orange)
      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 headphones will detect the abnormality and the indicator lights will flash. When you notice that the headphones are either too cold or too hot, leave it at room temperature for about 1 to 2 hours. If after returning to the normal charging temperature range the issue is not still resolved, service may be required.
      The indicator does not light up
      Go to step 2.
    2. Are you using the supplied USB cable?

      Yes, I use the supplied USB cable.
      Go to step 3.
      No, I do not use the supplied USB cable.
      Go to step 4.
    3. Disconnect the USB cable and then reconnect it, and try charging again.

      Make sure the USB cable is firmly connected to the headphones.

      The indicator lights up
      The issue was caused because the USB cable was not firmly connected.
      The indicator does not light up
      Go to step 5.
    4. Change the Use the supplied USB cable, and try charging again.

      Note: Make sure the USB cable is firmly connected to the headphones.

      The indicator lights up
      Proper operation is not guaranteed when using a commercially available cable.
      The indicator does not light up
      Go to step 5.
    5. Use a different AC adapter to charge the headphones. If you are charging the headphones through a computer, connect it to a different USB port.

      The indicator lights up
      The AC adapter or USB port may not be working. Contact the manufacturer.
      The indicator does not light up
      Go to step 6.
    6. 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