REDEMPTION ANC TRUE WIRELESS EARBUDS

Frequently Asked Questions

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

    1. Place both earbuds in the charging case and check to see if the earbuds show a solid red LED when placed in the case.
      • If they do, please close the case with the earbuds in them and fully charge the earbuds inside the case.
      • You will see 4 LEDs on the charging case when it is fully charged.
    2. Go into your Bluetooth settings on your device, then select the earbud and press unpair/forget device on both the Redemption ANC L and Redemption ANC R.
    3. Open the case and turn it around to find the Force Pair button on the back.
    4. Press and hold the button for 8-10 seconds.
    5. The LEDs on the earbuds will flash purple, then blue 4 times to signify they have been reset.  
    6. Once reset, close the case, wait for 5 seconds and then re-open to start the pairing process.  

2. What do I do when only one earbud is working?

    1. Take a microfiber cloth (or similar product) and thoroughly clean any 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 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 earbuds.
    4. Open your device Bluetooth settings once more and look for Redemption.
    5. Select the Redemption and wait until you see a notification that it’s 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/
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3. How do I fix problems with pairing the product through Bluetooth?

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

4. 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 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 set up to receive audio through your Redemption ANC 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/

5. 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
    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/

6. What is the model name of Redemption ANC?

  • EM-DE021

7. What is the size of Redemption ANC?

  • The size of this product is 2.6x2.6x1.25in (66x66x32mm)

8. What is the weight of Redemption ANC?

  • 0.15lbs (68g)

9. What type of cable should I use to charge Redemption ANC?

  • A USB-C to USB-A charging cable is used to charge these earbuds. You will find one included in your package. 

10. What is the capacity of the batteries?

  • 40mAh (earbuds)
  • 550mAh (case)

11. How long will it take to fully charge the case and the earbuds?

  1. Charging Case:
    • On average, it will take 2 hours to fully charge the case using the supplied USB-C to USB-A cable.
  2. Earbuds:
    • On average, it will take 2 hours to fully charge the earbuds inside the case.

12. How long will the battery last when fully charged?

  • Redemption ANC provides 5 hours of playtime with ANC on, 7 hours with ANC off, and a total of 20 hours of playtime with the compact charging case.

13. What is included in the packaging for Redemption ANC?

  • The box includes 1 pair of Redemption ANC earbuds, 1 charging case, 2 sets of ear tips (S, L), 1 braided USB-C charging cable, a quick start guide, a warranty booklet, a welcome card, and a House of Marley sticker.

14. How do I get a good fit with these earbuds?

  1. We suggest that you first try on each size of the ear tips included in the box to find the right fit for you.

  2. Then make sure that you place the earbud marked L in your left ear, and the earbud marked R in your right ear.

  3. You can gently pull your earlobe down and place the earbud inside your ear, which should help it enter a bit further into the canal for a secure fit. You will achieve a good fit when there is a seal inside the ear, so the earbuds will not fall out easily.

    • Note: You may have to use a different size ear tip for each ear.

15. How do I pair Redemption ANC to my device?

  1. Open the charging case and they will automatically go into pairing mode.

  2. Go to your device’s Bluetooth® pairing menu and select “Redemption ANC”. Your device will now be connected to the earbuds.

  3. Once this initial pairing is complete, your earbuds will automatically pair to your device whenever they are removed from the case.

16. How do I pair Redemption ANC to a different device?

  1. Open the case lid and place both earbuds in your ears and tap either earbud 5 times.

  2. The pairing mode will sound and an alternating red/white LED on the earbud will begin.

  3. Go to your device’s Bluetooth® pairing menu and select “Redemption ANC”. Your device will now be connected to the earbuds.

17. How do I check the battery level of the case?

  • Tap the case to check the battery level. The LEDs on the case will indicate the charging status.

  • Charging the case via cable will also show the current charge level.

18. What are the recyclable pieces of Redemption ANC?

  • Every piece of the Redemption ANC can be recycled at an e-waste recycling facility.

19. How do I recycle my product?

  • House of Marley believes in respect for the earth, which is why we develop products with upcycled materials. Please contact your local e-waste recycling center for drop-off instructions. Unfortunately, due to the complex assembly of the earbuds, they cannot be placed in a standard recycle receptacle.

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