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We apologize for this experience. We now have two versions of this item, and the serial number (SN) is located in different places on the different versions. The SN looks something like "SN: ABC123XXX". - If the serial number is printed inside the charging case, search "h0g9UZIEgJo" on YouTube for detailed steps on how to reset the headphones. Make sure there is a red light flashing 3 times after you hold down the touchpad for 7 seconds. - If the serial number is printed on the charging cable that came with your earbuds, please search "4rNVJooT1KU" on YouTube to follow the detailed steps to reset the headphones. Make sure there is a red light flashing once when you quickly tap the touchpad on the earbud 4 times, which means the reset was successful. If you still have the problem, please reach out to us at [email protected] so we can take care of you. You are important to us, and we want to help as much as we're able to.
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