Frequently Asked Questions

Check our most frequently asked questions here, if you still need help, drop us a line at support@knowheadphones.com

Charging

Place the Comfy Case or the left ear cup of the Calm headphones on a Qi-certified wireless charger.  You can also charge your headphones with the included USB-C cord.

Absolutely.   Be sure to consult the plug, socket and voltage standards for the country you are traveling to, as you would with any other electrical device that needs to be plugged in or charged.

Yes.  You can use the included USB-C to charge from any USB port.

 Yes.  You can charge the Comfy case alone.  When fully charged, the Comfy Case will hold 21 hours of charge (or three full charges) for your Comfy Earbuds.

There is no special equipment needed. Charging for 5 minutes will give you 3 hours of play time.

CALM:  Yes. Bluetooth works when usb-c is plugged in and charging.  If you check the battery level while charging it will say FULL, however, so you need to unplug and check for an accurate level.

COMFY:  You can charge the case alone, while you listen to your Comfy buds.  

Place the Comfy Case or the left ear cup of the Calm headphones on a Qi-certified wireless charger.  You can also charge your headphones with the included USB-C cord.

Absolutely.   Be sure to consult the plug, socket, and voltage standards for the country you are traveling to, as you would with any other electrical device that needs to be plugged in or charged.

Yes.  You can use the included USB-C to charge from any USB port.


Yes.  You can charge the Comfy case alone.  When fully charged, the Comfy Case will hold 21 hours of charge (or three full charges) for you Comfy Earbuds

Quick charge is a feature of the headphones, not the charger. Charging for 5 minutes will give you 3 hours of play time

CALM:  Yes. Bluetooth works when usb-c is plugged in and charging.  If you check the battery level while charging it will say FULL, however you need to unplug and check for an accurate level.

COMFY:  You can charge the case alone, while you listen to your Comfy buds.  

Our prompts activate at 25, 50 and 75% battery level. If the level falls just below you will be prompted to charge but just a little amount of charge will take it back up to the half-full prompt.

Customer Service can help you out!  Contact the team here

Pairing/Connectivity

Calm:  Start by turning on the Bluetooth in your device.  Take your headphones and place them on your head.  They will automatically turn on and enter pairing mode.  From there, select your Know Calm headphones from your bluetooth list. See "How do I manually put my headphones in pairing mode?" to pair with more devices after your initial pairing experience.

Comfy: Start by turning on the Bluetooth on your device.  Remove either one of your earbuds (it doesn't matter which one), then pull out the other.  The Bud will automatically turn on and enter pairing mode.   From there, select your Comfy Earbuds from your device's bluetooth menu. See "How do I manually put my headphones in pairing mode?" to pair with more devices after your initial pairing experience.

The first thing to understand is how true wireless earbuds connect to your device.  True wireless buds have a master and a secondary bud.   The master bud connects to your device, and the secondary bud connects to the master bud.  

With most true wireless earbuds out there, there is a designated master bud.  So, say, the master bud is the right bud. This is likely the bud that has the microphone in it, and if you wanted to have only one bud in, it would have to be the master bud (as your secondary bud doesn't work without the master).  

When we developed Comfy, we wanted to make sure that listeners could use either bud individually, so we put microphones in both buds. And while there is a master bud and secondary bud, that master bud is designated every time you pull the buds out of the case.  

So, if you pull out your left bud first, the left bud will serve as the master bud until they turn off, or go back in their case.  When pairing, only that left bud would need to be paired, as it's the acting master bud.  This is why you're only seeing one actively connected.

If you find yourself having issues getting sound from one bud, and not the other, it's likely something to do with the bud being secondary, so drop them in the case for a few seconds to reset the session, and pull them out again, taking note of which one you pull out first, as that is now the master bud.  

Your buds will automatically be paired to each other, but in the event your buds somehow become disconnected from each other, here is how to get them linked back together:

1. Put both buds in the case.

2. Unpair/remove any ‘Know Comfy’ from the device it was paired to previously.

3. Take out 1 bud (either bud) hold it at the bottom so your fingers don’t touch the speaker housing (the housing near the gel and snug arm).

4. Hold the bud NEAR your ear (do not put in your ear) and tap the MFB button at the top of the bud 4 times at medium speed. You will hear 'you're in pairing mode’ (you may hear ‘goodbye’ first but that is ok) (NOTE: if you do not hear 'you're pairing' after tapping 4 times, do the 4 tap sequence again until you do hear the prompt.)

5. Once you hear the 'you're pairing' prompt, tap 7 more times at the same medium speed, the LED will start blinking fast. Set the bud down on a surface (not in the case).

6. Take the second bud out of the case and do the same sequence (4 taps, 'you're pairing', 7 taps, fast blinking).

7. Set the second bud down next to the first bud and they will pair to each other.

8. Put them back in the case. Now you can take them out and pair normally to your device.

  1. To prepare your device, delete/remove ‘Know Comfy’ L / R from your device's bluetooth list AND turn your device's bluetooth off then back on.
  2. Put Your Comfy's back in their case (this turns them off).
  3. Take one Comfy bud out (either bud) and hold the bud at the bottom of the cylinder so your fingers are not touching the speaker housing.
  4. Hold the bud NEAR your ear so you can hear the pairing prompt.
  5. Tap the MFB button on the top of the bud 4 times at medium speed. (note you may hear 'goodbye' before hearing 'pairing' - this could happen due to your previous pairing).
  6. Once you hear the pairing prompt you can put it in your ear. 'Know Comfy’ will show on your device's bluetooth list as available to pair to.
  7. Select "Know Comfy" on your device to pair.(note that some devices will display a message asking if you would like to pair your second bud. Select yes/pair/accept) (ALSO NOTE that it is common for Apple devices to display a message saying 'Connection Unsuccessful' after pairing the second bud.  If you see that, just ignore it because your Comfy buds will pair to each other anyway)
  8. Press play on a media source to make sure everything is connected and working.

Calm: with Calm in off-mode, press and hold the Power button (C) for 04 SECONDS.  You'll hear the prompt say "hello".  Keep holding the button until you hear the prompt say "You're in pairing mode".

Troubleshooting/Common Issues

Check your Zoom Audio settings.   Zoom, after updates, and when a new peripheral (like headphones or a standalone microphone) is connected will often go back to default audio settings.

  

From Zoom, click on "preferences" and select "audio settings.   Make sure first that your headphones are selected as the audio input source.  Then check the "audio input level", and adjust the level accordingly. 

There is likely something activating the multi-function button.   There are a number of things that might trigger this.   The way all capacitive touch controls discern between your finger and any inanimate object is by electrical charge.  Your skin, of course, carries electrical currents, but, on occasion, so can hair (when it's staticky), or, say, a tight hat (like a wool beanie), as does moisture.   If your content is skipping frequently, likely something with an electrical charge is coming into contact with the multi-function button. 

This is likely due to your buds somehow disconnecting to each other.  In any given listening session, there are two bluetooth connections at play.  One that connects your device (i.e. phone, laptop) to your buds, and one that connects the buds together.  

To re-pair your buds to each other, follow these step-by-step instructions:

1. Put both buds in the case.

2. Unpair/remove/forget any ‘Know Comfy’ from the device it was paired to previously.

3. Take out 1 bud (either bud) hold it at the bottom so your fingers don’t touch the speaker housing (the housing near the gel and snug arm).

4. Hold the bud NEAR your ear (do not put in your ear) and tap the MFB button at the top of the bud 4 times at medium speed. You will hear 'you're in pairing mode’ (you may hear ‘goodbye’ first but that is ok) (NOTE: if you do not hear 'you're pairing' after tapping 4 times, do the 4 tap sequence again until you do hear the prompt.)

5. Once you hear the 'you're pairing' prompt, tap 7 more times at the same medium speed, the LED will start blinking fast. Set the bud down on a surface (not in the case).

6. Take the second bud out of the case and do the same sequence (4 taps, 'you're pairing', 7 taps, fast blinking).

7. Set the second bud down next to the first bud and they will pair to each other.

8. Put them back in the case. Now you can take them out and pair normally to your device.

The buds have a timeout of  *3 seconds to give you time to put your buds in and adjust your fin. Insert into your ear within the *3 second timeout window.

The lights bliking rapidly on your buds means that it is in bud-to-bud pairing mode.  Once you're in bud-to-bud pairing mode, you have to follow through the pairing process:

1. Put both buds in the case.

2. Unpair/remove any ‘Know Comfy’ from the device it was paired to previously.

3. Take out the bud that is blinking - hold it at the bottom so your fingers don’t touch the speaker housing (the housing near the gel and snug arm). Set it down on a surface - not on the case

4. Take out the other bud, Hold the bud NEAR your ear (do not put in your ear) and tap the MFB button at the top of the bud 4 times at medium speed. You will hear 'you're in pairing mode’ (you may hear ‘goodbye’ first but that is ok) (NOTE: if you do not hear 'you're pairing' after tapping 4 times, do the 4 tap sequence again until you do hear the prompt.)

5. Once you hear the 'you're pairing' prompt, tap 7 more times at the same medium speed, the LED will start blinking fast. Set the bud down on a surface (not in the case).

6. Set the second bud down next to the first bud and they will pair to each other.  The rapid blinking will stop once they have paired to each other.

7. Put them back in the case. Now you can take them out and pair normally to your device.

The Spotify app commonly has bugs that render in various ways (i.e. skipping, inability to stop or change tracks, etc.).  If this happens to you, try these two suggestions to see if it fixes the issue:

1. Delete and re-install the Spotify app on your device.  

2. If that doesn't fix the issue, it might be the bluetooth connection that needs a refresh.  On your device's Bluetooth menu, delete or forget your Know Headphones, then manually re-pair the device to the headphones.  

This means that your fit isn't right.

   

Fit is Everything (or what to do if your music sounds tinny):

In our quest to design the most comfortable earbuds ever, we’ve developed a fit that’s a little different than any you’ve likely seen. Traditionally, most in-ear buds are designed to be inserted into the ear canal. Effective in creating the seal needed for your music to sound correct, but not the most comfortable or stable thing to wear.

Our Comfy earbuds are designed to seal against the entrance of the ear canal. Significantly more comfortable, but it makes finding the correct eargel size for you more critical. Most people end up being larger sizes than they anticipate, and many people's left and right ears require different sizes.

If you are using an eargel that is too small or too large for you, there will be gaps in the seal between your ear and the earbud, and your low-frequency sound waves (that’s your bass) will be able to escape, leaving your content sounding high-pitched and “tinny”.

While you’re trying the different sizes, and finding the perfect eargel/Snug Arm combination for your ears, be sure to play some music to test the seal. You’ll hear a night-and-day difference in the richness of the sound once you get that seal correct. We urge you to take some time to find that perfect combo. Your ears will thank you!

Check out our how-to video on how to change the ear gels and Snug Arms on your Comfy earbuds.

If you're new to the Calm Headphones, give yourself a little time to get used to the touch controls. Often, when people are having trouble getting the volume, specifically, to activate, it's one of two things - they're either:  1. Not swiping up and down in the center of the earcup (swiping a little too close to the sides, missing the sensors in the center), or 2. Swiping up and down, but at an angle, due to the slant of the cups on your head.

When getting used to the touch controls on your Calm headphones, follow these steps - you'll get used to the motion in no time:

1. Start slower - moving too fast will not allow the touch controls to register the motion - aim for a medium speed.  

2. Go from edge to edge at first.   Find the center of the sides for the "track forward/track back" motion, and find the center of the top and bottom for the "volume up/volume down" motion, and slide between those points.

3. Pick up your finger between strokes.  If you're turning up the volume, slide your finger up the earcup, pick it up off the earcup and start the slide again from the bottom.   If you don't pick up your finger, and slide it back down, it will lower the volume again.

4. Give it a day or so of use.  You'll quickly figure out where the controls are and how you need to slide or tap to activate the controls, and the best way to figure that out is to use them and get your hands on the controls.  

If you've been using the headphones for a while, and the controls have stopped responding, contact our support team at support@knowheadphones.com.

For CALM:  Put on and take off headphone twice for the sensor to activate.  If you're still having trouble, take the headphones off your head head, power off. Holding headphone in your hands, power back on. This will allow the sensor to reset.

For COMFY: Ensure that your finger isn't brushing the proximity sensor, which is located in the bottom of the driver housing (the round part of the earbud).  Making contact with this can cause the sensor to not activate the auto-pause feature.  

Check your Zoom Audio settings.   Zoom, after updates, and when a new peripheral (like headphones or a standalone microphone) is connected will often go back to default audio settings.  

From Zoom, click on "preferences" and select "audio settings.   Make sure first that your headphones are selected as the audio input source.  Then check the "audio input level", and adjust the level accordingly. 

There is likely something activating the multi-function button.   There are a number of things that might trigger this.   The way all capacitive touch controls discern between your finger and any inanimate object is by electrical charge.  Your skin, of course, carries electrical currents, but, on occasion, so can hair (when it's staticky), or, say, a tight hat (like a wool beanie), as does moisture.   If your content is skipping frequently, likely something with an electrical charge is coming into contact with the multi-function button. 

This is likely due to your buds somehow disconnecting to each other.  In any given listening session, there are two bluetooth connections at play.  One that connects your device (i.e. phone, laptop) to your buds, and one that connects the buds together.  

To re-pair your buds to each other, follow these step-by-step instructions:

1. Put both buds in the case.

2. Unpair/remove/forget any ‘Know Comfy’ from the device it was paired to previously.

3. Take out 1 bud (either bud) hold it at the bottom so your fingers don’t touch the speaker housing (the housing near the gel and snug arm).

4. Hold the bud NEAR your ear (do not put in your ear) and tap the MFB button at the top of the bud 4 times at medium speed. You will hear 'you're in pairing mode’ (you may hear ‘goodbye’ first but that is ok) (NOTE: if you do not hear 'you're pairing' after tapping 4 times, do the 4 tap sequence again until you do hear the prompt.)

5. Once you hear the 'you're pairing' prompt, tap 7 more times at the same medium speed, the LED will start blinking fast. Set the bud down on a surface (not in the case).

6. Take the second bud out of the case and do the same sequence (4 taps, 'you're pairing', 7 taps, fast blinking).

7. Set the second bud down next to the first bud and they will pair to each other.

8. Put them back in the case. Now you can take them out and pair normally to your device.

The buds have a timeout of  *3 seconds to give you time to put your buds in and adjust your fin. Insert into your ear within the *3 second timeout window.

The lights blinking rapidly on your buds means that it is in bud-to-bud pairing mode.  Once you're in bud-to-bud pairing mode, you have to follow through the pairing process:

1. Put both buds in the case.

2. Unpair/remove any ‘Know Comfy’ from the device it was paired to previously.

3. Take out the bud that is blinking - hold it at the bottom so your fingers don’t touch the speaker housing (the housing near the gel and snug arm). Set it down on a surface - not on the case.

4. Take out the other bud, Hold the bud NEAR your ear (do not put in your ear) and tap the MFB button at the top of the bud 4 times at medium speed. You will hear 'you're in pairing mode’ (you may hear ‘goodbye’ first but that is ok) (NOTE: if you do not hear 'you're pairing' after tapping 4 times, do the 4 tap sequence again until you do hear the prompt.)

5. Once you hear the 'you're pairing' prompt, tap 7 more times at the same medium speed, the LED will start blinking fast. Set the bud down on a surface (not in the case).

6. Set the second bud down next to the first bud and they will pair to each other.  The rapid blinking will stop once they have paired to each other.

7. Put them back in the case. Now you can take them out and pair normally to your device.

The Spotify app commonly has bugs that render in various ways (i.e. skipping, inability to stop or change tracks, etc.).  If this happens to you, try these two suggestions to see if it fixes the issue:

1. Delete and re-install the Spotify app on your device. 

 

2. If that doesn't fix the issue, it might be the bluetooth connection that needs a refresh.  On your device's Bluetooth menu, delete or forget your Know Headphones, then manually re-pair the device to the headphones.  

If you're new to the Calm Headphones, give yourself a little time to get used to the touch controls. Often, when people are having trouble getting the volume, specifically, to activate, it's one of two things - they're either:  1. Not swiping up and down in the center of the earcup (swiping a little too close to the sides, missing the sensors in the center), or 2. Swiping up and down, but at an angle, due to the slant of the cups on your head.

When getting used to the touch controls on your Calm headphones, follow these steps - you'll get used to the motion in no time:

1. Start slower - moving too fast will not allow the touch controls to register the motion - aim for a medium speed.  

2. Go from edge to edge at first.   Find the center of the sides for the "track forward/track back" motion, and find the center of the top and bottom for the "volume up/volume down" motion, and slide between those points.

3. Pick up your finger between strokes.  If you're turning up the volume, slide your finger up the earcup, pick it up off the earcup and start the slide again from the bottom.   If you don't pick up your finger, and slide it back down, it will lower the volume again.

4. Give it a day or so of use.  You'll quickly figure out where the controls are and how you need to slide or tap to activate the controls, and the best way to figure that out is to use them and get your hands on the controls.  

If you've been using the headphones for a while, and the controls have stopped responding, contact our support team at support@knowheadphones.com.

For CALM:  Put on and take off headphone twice for the sensor to activate.  If you're still having trouble, take the headphones off your head head, power off. Holding headphone in your hands, power back on. This will allow the sensor to reset.

For COMFY: Ensure that your finger isn't brushing the proximity sensor, which is located in the bottom of the driver housing (the round part of the earbud).  Making contact with this can cause the sensor to not activate the auto-pause feature. 

You have to manually press play to resume your content.  Youtube doesn't allow the auto-resume from any peripheral at this time.

Manually re-pair your buds to each other.  

Turn off currently paired bluetooth device, go to previous device and select KNOW COMFY L or R.

If it doesn’t not reconnect. Turn device bluetooth off then back on and try again.

When a call comes in, tap the Multi Functional Button on the bud to answer the call.

Using your Know Headphones

We've done things a little differently from most other true wireless earbuds out there - here's a little info that should elevate your listening experience!

Traditionally, most in-ear buds are designed to be inserted into the ear canal. Effective in creating the seal needed for your music to sound correct, but not the most comfortable or stable thing to wear.

Our Comfy earbuds are designed to seal against the entrance of the ear canal. Significantly more comfortable, but it makes finding the correct eargel size for you more critical. Most people end up being larger sizes than they anticipate, and many people's left and right ears require different sizes.

Comfy fit on the left, traditional in-ear bud fit on right 

If you are using an eargel that is too small or too large for you, there will be gaps in the seal between your ear and the earbud, and your low-frequency sound waves (that’s your bass) will be able to escape, leaving your content sounding high-pitched and “tinny”.

Your snug arms should tuck up under your anti-helix.  See the illustration below for how they should sit in your ears

While you’re trying the different sizes, and finding the perfect ear gel/Snug Arm combination for your ears, be sure to play some music to test the seal. You’ll hear a night-and-day difference in the richness of the sound once you get that seal correct.

We urge you to take some time to find that perfect combo. Your ears will thank you!

Check out our how-to video on how to change the ear gels and Snug Arms on your Comfy earbuds.

Calm:  Swipe your finger up and down on the outside of the right earcup to turn the volume up and down 

Comfy:  Swipe up and down either earbud to turn the volume up and down.

Calm:  Swipe a finger forward or backward on the outside of the right earcup to advance or go back a track.

Comfy:  Tap twice on the Multi-function button to advance the track, tap three times to go back.

Press the Noise Cancelling button (b) to toggle through noise canceling - HI/LOW/OFF.

Calm:  Double tap the right earcup to answer and end a call.

Comfy:  Tap once on the Multi Functional Button to answer the call, tap twice to disconnect. 

This is a known issue with Apple's products. You have to manually pause iTunes when it occurs unexpectedly. 

There are manual settings inside Apple Music that can help stop this from happening. See the Apple Support page for how to set that up on your specific iOS and device.

The ring tone in your headphones follows your device volume.  Turn up the volume on your device.

Know Headphones are equipped with Bluetooth version 5.  The range, when paired with a device also equipped with Bluetooth 5 is 45 feet.   If the paired device has an earlier version, the distance you can travel is limited to the earliest version's range.

Absolutely - the Comfy earbuds have achieved IPX5 Water Resistance rating, so they're more than equipped to handle a sweat and even some rain.  The Snug Arms will lock them securely in place.

As long as your console is Bluetooth-enabled, you will be able to use your Know Headphones.


Yes!  You can pair your Know headphones with any device that is Bluetooth-enabled.


Warranty/Returns

You can find the Know Warranty Information here.

Customer Service can help you out.  You can contact them here.