FAQs

FAQs

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Below you will find questions and answers regarding our products, technical information, maintenance and much more. If your question is not listed, please contact us. Click here

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General Questions

What is the warranty for my Lypertek product?

Please read our warranty policy. Click here

My Lypertek product is malfunctioning or broken, what can I do?

If your Lypertek product is malfunctioning, please refer to the Product Specific Questions section of this page in order to find useful information about handling and reset procedures. If this does not solve your problem, please contact us. Click here

If your Lypertek product is broken and covered by warranty, please contact the dealer where you purchased the item.

If your Lypertek product is broken and out of warranty, please read our Guarantee & Warranty guidelines.

Why can't I order from this website directly? (Applies to selected areas)

We are continuously developing and improving our website and services and are planning to be ready to take orders directly for more locations in the future. Meanwhile we encourage you to find retailers who deliver to your location and/or to order with Amazon.

How do I subscribe to the mailing list?

Just scroll down to the footer of this page. On the right side you should see a newsletter subscription form. You might be asked to solve a Captcha in order to submit. You'll receive a confirmation email within a couple of minutes.

How do I unsubscribe from you mailing list?

It is never a happy day when someone wishes to unsubscribe from our mailing list. But it is okay, and it is very easy to do!

We do send newsletters from time to time with latest information about us, our products and important updates. If you wish to unsubscribe, you just need to scroll down to the bottom of the newsletter and click the "unsubscribe" button in the bottom right corner.

What happened to the old Lypertek website?

We developed a completely new website experience for you from the ground up. If you require access to your existing Lypertek.com account that has been created before November 12 2021, please click here.

Technical and Maintenance

My earphones have no bass - they don't sound powerful. Is this correct?

Of course not! Make sure you've chosen the right ear tips. Bad seal = bad sound with low bass. Check the EQ in the Pure-Control app (compaible devices only) and make sure no dirt (earwax) is clogging the earbud.

My headphones/earphones will not pair to my device!

Please check the manual for your Lypertek product. All of our products should go into pairing mode when you take them out of the charging box or power them on. Also check the Product Specific Questions section on this page.

Make sure you have Bluetooth enabled on the source, then you should be able to pair them easily, if you are still struggling after reading the manual please get in touch with us. Contact us here.

The Bluetooth connections keeps disconnecting!

Check they are charged and paired correctly. Toggle Bluetooth off/on on your device and reset your Lypertek earbuds. Also check the Product Specific Questions section on this page. If this issue persists, please contact us here.

I am having issues with the Volume, what do I do?

If you're having trouble hearing, or if the volume is muffled, try rebooting or resetting your headphones/earphones. You can also try changing the volume settings on your paired device (such as volume control on your smartphone).

You need to make sure you have familiarised yourself with the volume controls on the earphones/headphones too. Some devices may need 3 quick taps to increase the volume while other devices require 2 slow taps.

It is also never a bad idea to give your earphones a gentle cleaning as this may also help the volume by removing debris/wax.

I am unable to skip to the next or previous track!

Different models might have different controls, it is best to look in the user manual to check how to skip tracks. You can also check the PureControl app > Controls and check the current control layout there.

The "Noise Cancelling" function is insufficient on my device!

The Active Noise Cancellation or "ANC" is most effective for low frequency (bass) noise, such as noise made by vehicles or air conditioning, or that background "hum" when you are sitting on the underground. Not all sounds can be completely cancelled and they don't do as well at blocking out impulse noises.

I hear strong noise when the wind is blowing outside!

If your Lypertek product offers ANC and/or Ambient Sound (Hear Through), you may encounter wind noise when you wear them outside and strong winds are blowing. This is absolutely normal, since the microphones on the earbuds have to be active in order for both modes to function. If you encounter wind noise, simply set the earbuds to Normal (ANC/Ambient Sound Off).

My wireless earphones are not charging in their case!

If your earphones / charging case are no longer working, some light troubleshooting could resolve the issue!

Always make sure your charging case is charged and closed when charging your earphones. Make sure the metal connection between the earphones and the charging case is clean and free from any blockages.

If your charging case is not charging, please check the connection between the charging cable and the case. Make sure the cable is in working condition and that the power source is turned on.

If you’re still having problems charging your device, please contact us. We will do our best to get your issue resolved. Contact us here.

How can I find out what ear tips will fit my earphones?

If you take the ear tips off, you should be able to measure the nozzle diameter with some calipers or a ruler. Spinfit and other 3rd party brands tend to list the opening diameter of their ear tips, if you have any queries as to whether a tip will fit just let us know what tip and the diameter of your earphone nozzle and we should be able to help. Contact us here.

Can I clean my ear tips? If so, How?

Eartip cleaning is essential, preferably once a week, all you do is gently remove them from the earphones and wipe them over with a damp cloth to remove any earwax build up. You can alternatively wipe them with baby wipes or other mild cleaning cloths. Foam ear tips can be cleaned this way, but they are less durable than silicone and will need to be replaced more often as they start to break down.

Whilst the ear tips are off, it's good practice to wipe the earphones and cable down too, ensuring they are nice and clean.

How can I clean my earphones?

Wiping your earphones down with a soft damp cloth is always a good thing to do, make sure to do the cable/charging case too (especially the charging contacts inside the case and on the earphones). This should be done at least once a month, but once a week is better with earphones.

Regular inspection and cleaning of the ear tips and earphone nozzles is the best way to prevent excess wax build up. It's good practice to check at least once a month, but weekly is better.

Can I use Siri / Alexa / Google Assistant with my device?

Yes, all PurePlay and SoundFree products support voice assistant activation. Please read the user manual which is supplied with all our earphones to learn the procedure.

Product Specific Questions

PurePlay Z7

How to reset the PurePlay Z7?

Make sure your PurePlay Z7 is in the charging case and the case is closed. Then:

  1. Unpair your PurePlay Z7 with your device/smartphone
  2. Take your Z7 out of the charging case
  3. On both earbuds: press & hold the button on each unit for 5 seconds and then release and double press
  4. Your PurePlay Z7 should now be reset and is ready to be paired again

The PureControl app is not recognizing my PurePlay Z7, what can I do?

In some cases Android versions newer than Android 10 can cause problems for the app to recognize the PurePlay Z7. If this is the case please perform the following steps:

Unpair your PurePlay Z7 from you smartphone and disconnect all other bluetooth devices currently paired with your smartphone. If possible, clear all data/caches from the PureControl app. Then:

  1. Pair the PurePlay Z7 with your smartphone and make sure it's paired successfully
  2. Launch the PureControl app and grant all permissions it's requesting
  3. Wait for the PurePlay Z7 to connect with the app - this might take a few seconds and the Z7 might disconnect and reconnect
  4. Once the Z7 shows up go to Settings and check if a firmware update is available
  5. Perform the firmware update

If you still encounter issues with the app, please try the same procedure on another smartphone if available. If this is not possible, please contact us. Click here

PurePlay Z3 2.0 or Z3 (formerly known as TEVI) 

How to reset the PurePlay Z3 2.0

Make sure your PurePlay Z3 2.0 is in the charging case and the case is closed. Then:

  1. Unpair your PurePlay Z3 2.0 with your device/smartphone
  2. Take your Z3 2.0 out of the charging case
  3. On both earbuds: press & hold the button on each unit for 5 seconds and then release and double press
  4. Your PurePlay Z3 2.0 should now be reset and is ready to be paired again

How to reset the PurePlay Z3 (formerly knows as TEVI)

Make sure your PurePlay Z3 is in the charging case and the case is closed. Then:

  1. Unpair your PurePlay Z3 with your device/smartphone
  2. With the Z3 sitting in its charging case, press the button of each side for 5 seconds until the LED is blinking orange
  3. Your PurePlay Z3 should now be reset and is ready to be paired again

The PureControl app is not recognizing my PurePlay Z3 (formerly knows as TEVI) or Z3 2.0, what can I do?

In some cases Android versions newer than Android 10 can cause problems for the app to recognize the PurePlay Z3 / Z3 2.0. If this is the case please perform the following steps:

Unpair your PurePlay Z3 or Z3 2.0 from you smartphone and disconnect all other bluetooth devices currently paired with your smartphone. If possible, clear all data/caches from the PureControl app. Then:

  1. Pair the PurePlay Z3 or Z3 2.0 with your smartphone and make sure it's paired successfully
  2. Launch the PureControl app and grant all permissions it's requesting
  3. Wait for the PurePlay Z3 or Z3 2.0 to connect with the app - this might take a few seconds and the Z3 or Z3 2.0 might disconnect and reconnect.
  4. Once the Z3 or Z3 2.0 shows up go to Settings and check if a firmware update is available
  5. Perform the firmware update

If you still encounter issues with the app, please try the same procedure on another smartphone if available. If this is not possible, please contact us. Click here

IMPORTANT NOTE: The firmware update procedure for the PurePlay Z3 1.0 and TEVI is different. Please click here for more.

SoundFree S20

How to reset the SoundFree S20

Make sure your SoundFree S20 is charged and out of its charging case. Then:

  1. Unpair your SoundFree S20 with your device/smartphone
  2. If it's switched on press and hold the button of each earbud for a few seconds until the SoundFree S20 turns off
  3. Press and hold the buttons of each earbud until the SoundFree S20 turns on and the LED starts flashing white/red
  4. Pair the SoundFree S20 with your device

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Lypertek Definition Expander - unleash the power of the PurePlay series earphones.

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