REDEMPTION ANC 2 TRUE WIRELESS EARBUDS FAQ

Frequently Asked Questions

How do I perform a reset and clear the pairing list?

    1. Remove the earbuds from the case.
    2. Press and hold both touch sensors for 8 seconds until they flash red and power off.
    3. Press and hold the touch sensors on each earbud simultaneously for 10 seconds. Then the earbuds will flash red/white and turn off.
    4. Place the earbuds back in the case for at least 15 seconds. Once you open the case again, they will go directly into pairing mode.

What do I do when only one earbud is working?

    1. Take a microfiber cloth (or similar product) and thoroughly clean build up around the earbuds.
      • If the issue persists after doing this, proceed to Step 2.
    2. Go into your device Bluetooth settings and remove your Redemption ANC 2 earbuds from the pairing list
      • For specific instructions on how to do this, look at the product guide for your device.
    3. Reset your Redemption ANC 2 earbuds.
    4. Open your device Bluetooth settings once more and look for Redemption ANC 2
    5. Select the device you are looking to pair until you see a notification that it is connected to your device.
    6. If the problem persists after following all the steps above, please contact our support team: https://www.thehouseofmarley.com/customer-support/contact-us/

How do I fix problems with pairing the product through Bluetooth?

    1. Go into your device Bluetooth settings and remove your Redemption ANC 2 earbuds from the pairing list
      • For specific instructions on how to do this, look at the product guide for your device.
    2. Reset your earbuds.
    3. Open your device Bluetooth settings once more and look for Redemption ANC 2.
    4. Select the Redemption ANC 2 earbuds and wait until you see a notification that it is connected to your device.

What do I do when the mic is not working?

    1. Take a microfiber cloth (or similar product) and thoroughly clean build up around the microphone holes on the device.
      • If the issue persists after doing this, proceed to Step 2.
    2. Pair your Redemption ANC 2 earbuds with a different device.
    3. Once paired, evaluate the microphone once more.
    4. If the microphone is working on another device, then you need to review the audio settings of the device you were having trouble with to ensure it is setup to receive audio through your Redemption ANC 2 microphone.
      • For specific instructions on how to do this, look at the product guide for your device
    5. If the microphone is not working on multiple devices, please contact our support team: https://www.thehouseofmarley.com/customer-support/contact-us/

How do I fix a product that is not charging?

    1. Take a microfiber cloth (or similar product) and thoroughly clean build up around the earbuds and the pins on the charging case.
      • If the issue persists after doing this, proceed to Step 2.
    2. Check your charging cable to ensure it is compatible with your product and that you are using a high-quality 5-volt USB charger
      • If charging by wireless charger, verify that the charger is plugged in and functioning. Your Redemption ANC 2 case must be centered on the charger to ensure they receive a charge.
        • Note: If you notice that your wireless charger is unusually hot, the charger may be overheating, thus disabling the charging capabilities for safety. We recommend using a different charger if this happens.
    3. Charge the product overnight (or 7-8 hours) and check to see if the device is charged after.
    4. If you are still unable to charge the product, please contact our support team: https://www.thehouseofmarley.com/customer-support/contact-us/

How do I maintain the battery health of my earbuds?

    • Use a high-quality 5-volt USB charger or 10W wireless charger. Avoid using chargers more powerful than this consistently.
    • Avoid leaving your product connected to the charger for long periods of time. It’s best to remove the product from the charger once fully charged.

Why am I unable to change the volume on one of my earbuds?

    • If you’re noticing that the volume on one of your earbuds is not changing, please install the Marley app and check for a firmware update.
      • You can update the firmware by going to the “Firmware Update” menu in the Marley app.
        • If there are no firmware updates available, you will see a notification saying “No upgrade needed” in the Marley app
      • If you’re still unable to change the volume after installing the firmware update, or if there are no updates available, please contact our support team: https://www.thehouseofmarley.com/customer-support/contact-us/

How do I use the touch controls on Redemption ANC 2?

    • Basic controls
      • Left Earbud
        • Tap the Left earbud 1x for volume down
        • Tap the Left earbud 2x to play the previous track
        • Tap the Left earbud 3x for voice assistant
        • Press and hold the Left earbud for 2 seconds to activate ANC (active noise cancelling)
          • Press and hold again for 2 seconds to activate Ambient mode
      • Right Earbud
        • Tap the Right earbud 1x for volume up
        • Tap the Right earbud 2x to play the next track
        • Tap the Right earbud 3x for voice assistant
        • Press and hold the Right earbud for 2 seconds to activate ANC (active noise cancelling)
          • Press and hold again for 2 seconds to activate Ambient mode

    • Play/pause
      • Remove either earbud to pause
      • Re-insert the earbud to play