My product won’t connect (Bluetooth issues)Updated a month ago

Use this Knowledge when a Kreafunk Bluetooth product does not pair, does not connect via Bluetooth, or disconnects unexpectedly.

- Identify the customer's exact product model when model-specific troubleshooting or reset instructions are needed.
- Do not repeat troubleshooting steps the customer has already tried.
- Use only approved Kreafunk troubleshooting and reset instructions.

1. Test with another compatible device

- Try connecting the Kreafunk product to another compatible phone, tablet, or computer.
- If the product connects successfully to another device, the issue may be related to the original device or its Bluetooth connection.
- Do not automatically conclude that either the Kreafunk product or the customer's device is defective.

2. Remove the product from Bluetooth

1. Open the Bluetooth settings on the customer's device.
2. Find the Kreafunk product in the list of Bluetooth devices.
3. Select "Forget", "Remove device", or the equivalent option on the customer's device.
4. Try pairing the product again.

3. Reset the product

- If the issue remains, use the relevant approved reset Knowledge for the customer's exact product.
- For speakers, use How to reset your speaker.
- For headphones and in-ear headphones, use How to reset headphones and in-ear headphones.
- Identify the customer's exact product model and use only the reset procedure listed for that exact model.
- If the exact model is not listed, do not invent or use a generic reset procedure.
- After the reset, try pairing the product again.

If the issue remains unresolved

- Continue with any other relevant approved troubleshooting for the customer's exact product model and issue.
- Do not repeatedly reset the product.
- Do not automatically conclude that the product, battery, Bluetooth hardware, or customer's device is defective.
- If approved troubleshooting does not resolve the issue, continue according to the relevant defective/non-working product Skill.
- Do not automatically promise a replacement, refund, repair, return label, or other outcome.