FAQs

Returns & Refunds

My headset looks used, or I received the wrong color.
If you received a "returned" unit or the wrong color (e.g., you ordered Pink but got Purple), this was a warehouse sorting error. Contact us immediately, and we will swap it for a brand-new, factory-sealed unit in the correct color.

OHR631 RECOMMENDATIONS
1.Do not attempt to disassemble the product yourself.If you have.any questions,pleaseontact customer service for assistance. 2.Do not use this product near high temperatures,heat sources,or open flames. 3.Use only the provided charging cable to charge the product. 4.Prolonged exposure to high volume may cause hearing damage.It is recommended toeep the volume at a comfortable level. 5.For your safety,it is not recommended to wear the headset while driving,as it mayause distraction. 6.Stay aware of your surroundings while using this product to avoid potential risks.

The OHR641 battery doesn't last 70 hours. It dies after just a few hours.
1. The 70-hour battery life is based on testing at 50% volume. Higher volumes significantly increase power consumption (and can damage your hearing). 2. Hardware Check: If your battery only lasts a few hours at moderate volumes, it may be a hardware defect. Please contact us via email or phone for a free replacement or refund.

I’m missing the USB receiver, charging cable, or microphone.
We apologize for the oversight! Please provide your Order ID, and we will ship the missing accessories to you via Expedited Mail free of charge.

OHR631 GUIDE
Why can't my teammates hear me when connected to Xboxx? 1:Check the transmitter connection status 2:Make sure the mute button on the transmitter is not turned on 3:Ensure your Xbox game and chat audio balance settings are properly adjusted 4:Turn on mic monitoring to check if the headset microphone isworking properly 5:If the issue persists,please contact us directly for further assistance

OHR631 Unable to connect to the Xbox controller
1:Check the transmitter connection status.Properly insert the transmitternsert the 3.5mm transmitter straight into the audio jack at the bottom of the Xboxontrollerake sure it is fully inserted until you hear a "click"sound.(Only compatible withfficial Xbox controllers;third-party controllers may not be supported) 2:Check the headset mode.Switch to Transmitter Modeouble press the Power Button on the headset -you will hear the voice promptAdapter Mode."heck the indicator light:hite light flashing:Searching for the transmitterhite light solid:Successfully connected A2:Check the headset mode.Switch to Transmitter Modeouble press the Power Button on the headset -you will hear the voice promptAdapter Mode. check the indicator light: hite light flashing:Searching for the transmitterhite light solid:Successfully connected

Why is my microphone volume so low? Even at max volume, my teammates can't hear me.
1. Check Connections: Connection options vary by device. Ensure the USB transmitter is used for Wireless Mode and the 3.5mm audio cable is used for Wired Mode. 2. Proper Installation: Ensure the detachable microphone is fully and correctly plugged into the headset. 3. Unmute: Confirm the connected device is not muted. 4. System Settings: Check your device's sound settings (PC/Mac/Console) to ensure the headset microphone is selected as the Input Device and the gain is turned up. Still having trouble? If the issue persists, please contact us directly for support.

My teammates hear heavy echo, static, or my in-game background audio during voice chat.
1. PS5 Users: Please check your PS5 ports for wear or debris and ensure the transmitter is firmly seated. 2. Interference: Excessive nearby wireless devices (routers, baby monitors, etc.) can cause signal interference. Try moving away from other electronics.

The OHR641 mute function isn't working.
The flip-to-mute feature on the OHR641 is only functional in Wireless (2.4G) Mode. In Wired Mode, the flip-to-mute hardware switch is bypassed; however, the microphone will still function for standard communication.

The microphone doesn't work on Nintendo Switch.
Due to Nintendo Switch system limitations, most gaming headsets do not support microphone input via the console's hardware. This is a platform restriction and not a defect of the headset itself.

I can’t connect OHR641 to the USB transmitter.
1. 2.4G Mode: Plug the transmitter into your device. The headset should pair automatically. Once connected, the transmitter’s light will turn solid blue, and the headset’s indicator will remain solid white. 2. Switching Modes: If the headset is in Bluetooth (BT) mode, use the mode switch to toggle to 2.4G Adapter Mode. You will hear a voice prompt saying "Adapter Mode" and the light will flash white until paired.

OHR641 My PS5/PS4/Xbox says "Accessory not supported."
1. PlayStation: These consoles do not natively support third-party Bluetooth audio. You must use the included 2.4GHz USB Dongle for a wireless connection. 2. Xbox: Due to Microsoft’s proprietary wireless protocol, wireless mode is not compatible. Xbox users must use the 3.5mm audio cable connected directly to the controller.

I can’t connect OHR641 to my phone’s Bluetooth.
1.Pairing Mode: Ensure the headset is in Bluetooth mode (the indicator should flash blue and you’ll hear "Bluetooth Mode"). Open your phone's settings, search for "OHR641," and tap to connect. 2. Manual Toggle: If currently in 2.4G mode, press and hold the light switch button to enter BT mode. 3. Clear Pairing History: If the blue light is solid but you can't find it on your phone, it’s likely connected to another device. Turn the headset off, then press and hold the power button for 8 seconds until you hear a beep and the prompt "Disconnected pairing." This clears the memory. You can now pair it with your new phone

My Bluetooth keeps lagging, cutting out, or won't pair with my PC/Phone.
1. Ensure the headset is fully charged and move away from strong Wi-Fi routers to avoid interference. 2. Pro Tip: For gaming, always use 2.4G Mode (via the USB transmitter). Bluetooth is optimized for mobile devices (phones/tablets) and media, not high-performance console/PC gaming

No sound OHR641 headset when connected to a PC.
1. Restart your computer and reconnect the headset. 2. Check the L/R Balance and Default Playback Device in your PC’s sound settings. If the problem continues, please reach out to us.

I hear crackling or hissing noises.
1. Static Discharge: Excessive static electricity can cause audio artifacts. 2. Interference: Keep the headset away from high-interference sources like TVs, refrigerators, or heavy-duty power tools.

The headset won't charge, turns off immediately when unplugged, or gets hot/smokes while charging.
If you experience any overheating or power issues, stop using the device immediately and disconnect it from power. This indicates a serious battery or module failure. We will provide an unconditional refund or a brand-new replacement and cover all shipping costs.

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