Support: FAQs

Pairing

How do I pair with Bluetooth?

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.  

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. 

How do I manually put my headphones in pairing mode?

Comfy: 

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".

How do I manually pair the buds to each other?

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.

Using Your Know Headphones

How do I change the fit on my Comfy earbuds?

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

How do I turn the volume up and down?

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.

How do I change the track?

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.

How do I turn on the Hush Active Noise Cancellation?

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

How do I answer and end a call?

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. 

iTunes opens and starts playing on it's own.

This is an issue with apple products. You have to manually pause iTunes when it occurs unexpectedly. 

We are working on a solution to stop iTunes from opening why itself

My ring tone is very low on incoming call.

Ring tone follows your device volume.  Turn up the volume on your device.

What is the Bluetooth range for my headphones?

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.

Can I use my Comfy Earbuds to work out?

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.

Can I use my Know Headphones with my gaming console.

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

Can I use my Know Headphones with devices other than my mobile?

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

Charging

How do I charge my Know Headphones

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.

Will I be able to charge my Know Headphones abroad?

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.

Can I charge my Know headphones from a laptop or desktop computer?

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

Can I charge the Comfy Case empty while I'm using the earbuds?

 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

How does quick charge work?

Charging for 5 minutes will give you 3 hours of play time

Warranty/Returns

What is the Know Warranty

You can find the Know Warranty Information here.

What to do if I need to initiate a warranty claim?

Customer Service can help you out!  Contact the team here

How do I initiate a return?

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

Calm Troubleshooting

Youtube doesn’t replay after pausing.

You have to manually press play to resume your content.  Youtube doesn't allow the auto-resume.

Auto pause isn’t working.

Put on and take off headphone twice for the sensor to activate.

Auto pause/play doesn’t seem to work correctly.

Take off head, power off. Holding headphone in your hands, power back on. This will allow the sensor to reset.

Sometimes my battery level prompt says it’s time to charge, then is says battery half full soon after.

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

Can I listen while charging?

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 Troubleshooting

Music plays and pauses when putting in ear

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 *5 second timeout window.

What’s that bee boop sound I hear sometimes?

When pairing for the first time or after a longer inactivity period, one bud will pair to the device and the other to the first bud. It makes a bee boop tone to confirm the connection.

Youtube doesn’t replay after pausing.

You have to manually press play on your device.  Youtube doesn't allow for the auto-resume.

Both buds are going into pairing mode then one shuts off.

Manually re-pair your buds to each other.  

How to manually pair buds to device.

Tap the Multi Function Button 4 times at medium speed.

How do I re-connect to a previous device?

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 I answer a call on my phone, my buds aren’t active

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

Sometimes my battery level prompt says it’s time to charge, then it says battery half full soon after.

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