Support

We are constantly updating this page to help you with your questions on ERL products. We are trying to provide as much information as we can help smooth your experience with our products.

Also visit our Help Center on Zendesk https://erl.zendesk.com/hc

Product Tutorials:

 

FAQ (Frequently Asked Questions) 

1. How do I initially set up my ERL earphones?

Powering on and off

The round surface of the earbud is the main functional button (referred to as "button" below). Hold the button for 1.5 seconds to power on the earbud, or hold for another 3 seconds to power off the earbud. This works for either the L (left) or R (right) earbud.

Entering pairing mode

You can initiate the pairing with either the L (left) or R (right) earbud. For simplicity, this guide will start with the L earbud. 

Make sure your L earbud is off.  Then hold the button for 5 seconds and the earbud will enter the pairing mode. 

Connect your phone to the L earbud

Now go to the Bluetooth setting menu of your phone to connect your phone to the device name that begins with "ERL2018001-L".

Connect your ERL L (left) earbud to your phone.

Pairing L and R earbuds

Then, hold the button of the R earbud for 1.5 seconds so that the R earbud will power on. The two earbuds will be paired automatically. Now both your L and R earbuds are paired together, and your phone will stream music to both earbuds.

(If the above method does not work, try to place both earbuds in the charging case and press the buttons on both earbuds at the same time for up to 2 sec and you will see green light alternating 3 times. Doing this will reset the earbuds. Then repeat the initialization steps above.)

Reset Earbuds:

 

Unstable Bluetooth connection/ Dropping frequently/Only one can connect

We are sorry that you had issues with ERL earphones. Please try the followings to help resolve the issue:

  • Check if both earbuds are powered on.
  • Make sure that you only turn on the second earbud AFTER the first earbud is connected to your phone. The second earbud will auto connect to the first one. Once both earbuds are connected, you shall be able to enjoy music, movies, games from your phone with stereo sound. 
  • If the above method does not work, try to place both earbuds in the charging case and press the buttons on both earbuds at the same time for up to 2 sec and you will see green light alternating 3 times. Doing this will reset the earbuds and repeat the initialization steps above. 
  • Try a different source or streaming service
  • Try connecting to a different mobile device
  • On your mobile device, turn the Bluetooth feature off and then on
  • Delete your ERL wireless headphones from the Bluetooth list on your mobile device. Then connect again.
  • Please note that during a phone call, you will only hear sound from one earbud (mono sound). This is due to a hardware limitation on all wireless Bluetooth devices. You will find similar limitations on other branded earbuds as well.

If you still have issues with the Bluetooth connectivity, please write to us support@geterl.com

Earbuds can’t charge

If you're having trouble charging your headphones, try the following:

  • Please check if the ERL earphones are properly positioned in the charging case. You will feel the magnetic clicks once they do.
  • Check if the battery of the charging case is not depleted.
  • Make sure there are no foreign materials covering the charging pins in the case or on the earbuds.
  • If your ERL earbuds have been exposed extremely low temperatures, let the earbuds warm up to room temperature and then try charging again.

If the steps above did not resolve your issue, please write to us at support@geterl.com

No sound in one earbud

We are sorry that you had issues with ERL earphones. Please try the followings to help resolve the issue:

  • Check if both earbuds are powered on.
  • Make sure that you only turn on the second earbud AFTER the first earbud is connected to your phone. The second earbud will auto connect to the first one. Once both earbuds are connected, you shall be able to enjoy music, movies, games from your phone with stereo sound.
  • You can also try to place both earbuds in the charging case until they magnetically snap into place, and this will turn off both earbuds at the same time. Then, remove earbuds and reconnect.
  • Try a different source or streaming service
  • Try connecting to a different mobile device
  • On your mobile device, turn the Bluetooth feature off and then on
  • Delete your ERL wireless headphones from the Bluetooth list on your mobile device. Then connect again.
  • Please note that during a phone call, you will only hear sound from one earbud (mono sound). This is due to a hardware limitation on all wireless Bluetooth devices. You will find similar limitations on other branded earbuds as well.

If you still have issues with the Bluetooth connectivity, please write to us support@geterl.com

Two earbuds have different volume

If you feel the L and R earbuds are unbalanced, try the following:

  • Check if your phone has a custom EQ, which may cause unbalanced sound output.
  • Try a different music or audio app. The issue may be in the app and not the earbuds
  • Unpair your headphones from your device, and then pair them again. Sometimes refreshing the connection can help audio issues

If you still have issues with the Bluetooth connectivity, please write to us support@geterl.com

The battery life is not enough

There are a few factors that will affect your experience on the battery life depending on how intense the earbuds are used. Here are a few tips that hopefully will help your ERL earphones last throughout your working day:

  • Power off your earbuds when not in use.
  • Place the earbuds back in the charging case.
  • When the earbuds are fully charged (they will turn green once fully charged), double-click the power button located at the centre of the case (see below).  This will prevent overcharging and help preserve the battery life of the charging case as well.

If you still have issues with the Bluetooth connectivity, please write to us support@geterl.com

Sound quality is not good.

  • Regarding the sound quality, we have tried to tune the frequency response and sound quality to ensure that all ERL earbuds meet our quality standard. If you encounter any quality issues with the earbuds, we will be happy to assist you.
  • Try a different audio app. The issue may be in the app and not the headphones.
  • Unpair your earphones from your device, and then pair them again. Sometimes refreshing the connection can help audio issues

4. How to get exchange or refund?

If you are unhappy with the ERL earbuds, please write to us at support@geterl.com. We will be happy to help you with this. 

 

If you additional questions or comments, please contact us:

For technical support: support@geterl.com