Product issue support

Tell us what is not working.

Use this page if your replacement AirPod or case is not pairing, not syncing, not charging, has no sound, or you think you may have ordered the wrong model.

Before submitting

Many replacement AirPods issues are caused by setup order, charging, syncing or model mismatch. Try these checks first.

Forget the old Bluetooth device Open Bluetooth settings, tap the information icon next to your AirPods, then choose Forget This Device.

Put both earbuds in the case Make sure the left and right AirPod are inside the correct case and seated properly.

Charge together Keep the earbuds inside the case and charge them together so the replacement can sync with the set.

Reset and pair again Hold the setup button until the light flashes amber, then white. Flashing white means ready to pair.

Genuine replacement note. We only sell genuine replacement items. A genuine compatible replacement should sync with a genuine matching case and show model information in Bluetooth settings after pairing.

Open Model Finder Setup support Return request

Submit product issue

Give us the order details and issue information. We will review it and confirm the best next step.

Name

Email *

Order number *

Part purchased *

AirPods generation *

Model number *

After choosing the AirPods generation, select the model number for the part you bought.

Issue type *

Case light colour

Setup steps already tried

You can select more than one setup step.

Photo or video note

This form does not upload files yet. You can mention if you have photos or videos ready.

Describe the issue *

We check the setup first We review whether the issue is caused by pairing order, syncing, charging, or Bluetooth settings.

We check model compatibility If the model does not match, we will explain the next step based on the order and returns policy.

We confirm the next step Depending on the issue, we may suggest setup support, replacement support, or return instructions.