Select your region

Close Sweden EU Asia Other

Customer Service

Warranty claim information

JAYS Support can only handle warranty claims if your product has been purchased from www.jaysheadphones.com. If you did not buy the product from www.jaysheadphones.com, then contact the reseller that sold you the product to make the warranty claim. In order to handle a warranty claim, a valid proof of purchase (receipt) is required by JAYS, our retailers and distributors.

Read our Limited Warranty Terms

Product, Warranty or JAYS Online Store questions

We recommend first reading the FAQ for your product before contacting us. We aim to reply all messages within 2 business days.

Contact us here

 

Singapore customers

We have had a change in distribution in Singapore. New contact for warranty claims is customerservice@ifactorynetwork.com

Frequently Asked Questions

  • u-JAYS
  • a-JAYS
  • q-JAYS
  • t-JAYS
  • v-JAYS
  • a-JAYS One
  • a-JAYS One+
  • a-JAYS Two
  • a-JAYS Three
  • a-JAYS Four
  • a-JAYS Four+
  • a-JAYS Five
  • a-Six
  • t-JAYS One
  • t-JAYS Two
  • t-JAYS Three
  • t-JAYS Four
  • q-JAYS Audio only
  • q-JAYS Remote
  • u-JAYS
  • u-JAYS Wireless

a-JAYS Five for Android compatibility list

a-JAYS Five for Android supports 4-pole CTIA / AHJ jack. The cell phone used needs to be released to the market 2012 or later and support 3-button remote headsets. On some products there might be some differences in functionality on up/down buttons. This is not a defect in the JAYS product, instead it is the manufacturer/model of the cell phone that has implemented limitations for 3rd part accessories and we recommend you to contact them too to highlight your problem. Below is a list with known products that work slightly different than normal.

a-Six Wireless does not connect to my phone.

  • Try removing the a-Six Wireless profile on your listening device and redo the pairing process again.
  • Reset a-Six Wireless by pressing and hold the ON button from OFF state for 5 seconds.
  • If you exceed 10s when doing the pairing procedure the earphones will go down in sleep mode and pairing will not be successful. Wake the earphones up again by pressing a button on the remote.

After listening to my earphones/headphones my ears hurt. Is this normal?

If you listen to loud music for a long time you ears will get tired, this is a sign that you are not treating them as should. Try to lower the volume or stop using your earphones completely for a couple of hours or even days.

Audio is not in sync when watching movies or playing games.

With Bluetooth technology there is a small buffert of the audio before it starts playing. With most streaming apps and devices you will find that the audio is in sync, however there might be some apps, services and devices that can cause a slight delay. If so try another app, device or service.

Audio is not in sync when watching movies or playing games.

With Bluetooth technology there is a small buffert of the audio before it starts playing. With most streaming apps and devices you will find that the audio is in sync, however there might be some apps, services and devices that can cause a slight delay. If so try another app, device or service.

Do I get a lightning cable when I order an iOS product?

No, lightning cables are not included in any orders.

Do they support AAC or aptX codec?

They do support aptX but not AAC.

Do they support AAC or aptX codec?

No, a-Six Wireless does not support those codecs. Our headphone u-JAYS Wireless do support aptX. aptX is not supported on Apple products.

How long is the warranty period?

2 years. You can read the full terms here.

How long is the warranty period?

1 year. You can read the full terms here.

I bought them at the airport. How do I make a warranty claim?

Contact the reseller of your purchase since they are responsible to handle the warranty claim with you. If any problems then contact JAYS Support.

I cannot get a good sound from them.

The sound quality is very dependent on a correct fit inside your ear. Try all sizes with the included ear tips until you get a tight seal. Sound quality can also vary between audio streaming devices depending on hardware and streaming quality. 

I cannot get the specified +25 hours battery life.

The hours of battery you can get from a product varies a lot depending on factors like volume, range, radio signal environment, bluetooth chipset in the device and so on. Our test is made with iPhone 7 with medium volume. 

I cannot get the specified 12 hours battery life.

The hours of battery you can get from a product varies a lot depending on factors like volume, range, radio signal environment, bluetooth chipset in the device and so on. Our test is made with iPhone 7 with medium volume.

I get interruptions in the audio when streaming music.

Bluetooth use the 2.4GHz spectrum as do many other wireless products. If you experience problems with the signal try moving the audio streaming device to another location and try to shut off other wireless equipment to find out what is causing the problem. 

I get interruptions in the audio when streaming music.

Bluetooth use the 2.4GHz spectrum as do many other wireless products. If you experience problems with the signal try moving the audio streaming device to another location and try to shut off other wireless equipment to find out what is causing the problem. 

I have lost one of my sleeves/ear tips. How can I find a new one?

You can purchase them in pairs directly at jaysheadphones.com/accessories. If you have any problems or further questions then just contact our support for help.

I hear scratch noise when listening to my earphones. Are they faulty?

Scratch noises are normally related to oxidation and dirt build up on the 3.5mm metal plug and can easily be removed by swiping around the metal jack with your fingers. Also make sure your listening device is not the issue meaning try the earphone/headphone on another device.

I hear some noise in the audio.

  • Change place of your audio streaming device and earphones if surrounding products disturb the audio signal.
  • Turn of WIFI on your audio streaming device.
  • Remove the earphones from the Bluetooth device list on your audio streaming device and redo the pairing procedure.
  • Reset u-JAYS Wireless by tapping and hold the touch area for 6 seconds when in pairing mode.
  • Restart your audio streaming device.
  • Close apps on your audio streaming device that could use resources and cause audio streaming issues.
  • A high audio level setting will always bring more background noise to the sound. Try adjusting the audio level on your audio streaming device and earphones to find the best setting.
  • Smartphones and other audio streaming devices use different Bluetooth hardware that heavily can affect the sound quality on the paired earphones. Try a different source to see if audio is improved or not.

I hear some noise in the audio.

  • Change place of your audio streaming device and earphones if surrounding products disturb the audio signal.
  • Turn of WIFI on your audio streaming device.
  • Remove the earphones from the Bluetooth device list on your audio streaming device and redo the pairing procedure.
  • Reset the earphones by pressing and hold the ON button from OFF state for 5 seconds.
  • Restart your audio streaming device.
  • Close apps on your audio streaming device that could use resources and cause audio streaming issues.
  • A high audio level setting will always bring more background noise to the sound. Try adjusting the audio level on your audio streaming device and earphones to find the best setting. 

Is a-Six Wireless noise cancelling?

No, a-Six Wireless does not have active noise cancelling. However the passive noise cancellation is on par with normal hearing protection and will block most of the surrounding noise out.

Is a-Six Wireless waterproof?

No they are not waterproof or IP rated.

Is there a JAYS App to control more settings?

No, we have no app available for our bluetooth products.

Is there a JAYS App to control more settings?

No, we have no app available for our bluetooth products.

Is u-JAYS Wireless noise cancelling?

No, u-JAYS Wireless does not have active noise cancelling.

My earphones have lower sound volume on one side.

This is most often due to ear wax clogging the sound tube wax filter guard. Remove the silicon ear tips and use a tooth brush or similar and gently try to clean/remove the clogging from the metal grill and the sound should get back to normal. If not then contact your reseller of the product and make a warranty claim.

My earphones seem to be broken. Can you help me?

First, check your cell phone or media player you are using for your JAYS earphones and make sure this is not the source of the problem. Easiest way is to try your JAYS earphones in another cell phone/media player or another set of earphones in your cell phone/media player. If you by then are sure it’s the JAYS earphones that have a problem then contact your reseller and tell them about your problems with the product. We/they require a valid receipt to handle the warranty claim. This is for us/them to know the age of the product since we have a limited warranty period.

My product appears to be broken, where should I turn to get assistance?

If you believe your product is defect we recommend that your first consult the User Manual, the solutions to many common problems can usually be found in the FAQ section in the last couple of pages for each language. If you have lost your manual you can find it at the download section for your product on our website.

If you fail to find a solution to your problem in the manual, then try to browse our FAQs. If you wish to return the unit for investigation we recommend that you first try to contact your reseller before forwarding your questions to us. For quick assistance, state your full name and address, and the name of the product you wish to return when contacting either us or your reseller.

The remote on my earphones doesn’t work properly

Normally this is due to dirt/dust in the phone earphone jack or on the earphone metal plug causing bad/intermittent contact. Clean them both and try again. If the remote still have problems then if possible try them in another Apple device. If they still don’t work properly then contact your reseller for a warranty claim.

The sound comes and goes. What to do?

Speaker cables are around 2mm in diameter and inside of them there are 3 cords and Kevlar material as a strengthener. Soldering joint are 1-2mm big and everything houses inside a tiny 3.5mm plug. If you get problems with intermittent sound it might be the cable that have been exposed to too much pull or swing force. Our products are 100% tested before leaving our factory with highest quality standard but if you get problems with your cables, please contact the reseller of your product for further help and information.

The sound has become lower on one/both sides.

Remove the silicone ear tip and check for dirt on the protection filter. All holes must be open otherwise it will affect the sound quality. Try cleaning the filter with a tooth brush.

u-JAYS Wireless does not connect to my phone.

  • Try removing the u-JAYS Wireless profile on your listening device and redo the pairing process again. 
  • Reset u-JAYS Wireless by tapping and hold the touch area for 6 seconds when in pairing mode.

Which connection do they use for charging?

They use USB Micro. Charging cable is included.

Which connection do they use for charging?

They use USB Micro. Charging cable is included.

Why do the earbuds fall out of my ears?

All ears are unique meaning in-ear earphones sometimes can be a bit tricky in terms of finding a proper fit inside the ear canal for some users. We include a wide variety of sizes (XXS-L) on our silicon sleeves and in some models we also include foam sleeves. You can also have different size on your ears meaning one side can have Medium and the other Small so go ahead and try them all out. A bad fit will cause less bass response and they will also be more prone to fall out of your ear when you are on the go. It is also good to every now and then clean your ears since the ear wax can make it tougher for the silicone sleeves to stick onto the sides of the inner ear canal.

If the silicon sleeves doesn't make it for you we recommend trying out Comply Foam Sleeves that expand inside the ear canal. You can purchase these on our accessory page jaysheadphones.com/accessories. If you normally use XXS, XS or S on silicon sleeves we recommend foam sleeves with the size M. If you normally use M or L on silicon sleeves then go for L on the foam sleeves.

Remember most of our earphones can be used behind the ears meaning the ear absorb the microphonics (cable noise) and when you pull the cable they will still be stuck in your ears.

Why isn’t JAYS Headset Control / JAYS Curves available for download

Due to technical limitations with the compatibility in the latest operating systems from Android and Apple we have been forced to discontinue these apps.

Please wait...

Continue shopping
View cart & checkout
Continue shopping
View cart & checkout