"a) Check in the Bluetooth settings that both ""Noise Buds VS402 Gen2"" (earbuds) and ""Noise Buds VS402 Gen2 - Box"" (case) are connected

b) If only the earbuds are connected, turn ON the case by pressing and holding the multifunction button for 5 seconds and connect ""Noise Buds VS402 Gen2 - Box""

c) Make sure the case and the earbuds are connected to the same Mobile phone. The case controls only the device it is connected to (e.g. if the earbuds are connected to a laptop and the case to a phone, the case will control the phone)

d) Check the active mode (Lavender LED). Press the case button 4 times to switch between Media mode and Binge Scroll mode

e) Ask the customer to press the button clearly - for double/triple press, press at a steady pace without long gaps between presses

f) Remove ""Noise Buds VS402 Gen2 - Box"" from the Mobile phone's Bluetooth settings, restart the Mobile phone's Bluetooth and connect the case again

g) Restart the Mobile phone and try again. Also try with a different Mobile phone if available

h) If none of the case controls work on any Mobile phone even after re-pairing - do RPU"