A: Please check below situations:

Situation A:

If the headset is unable to pair when pairing via Bluetooth:

1. Please clear all data in your device's Bluetooth list and reset the headset (When the headset is on and not occupied by a current call, press the MFB and Volume - buttons at the same time and hold for 5 seconds to clear the pairing record), shut down your

device's Bluetooth and restart the search, and then test it again. 

2. If you still have problems, such as not being able to pair with your computer, please try updating your computer's Bluetooth driver to test it again.

3. If you cannot pair the headset with a desk phone via Bluetooth, please try to contact the desk phone's seller or manufacturer to check if it is compatible with all Bluetooth headsets on the market. If it is not compatible and you’d like a refund, or if it is compatible

but you still have problems, please email our support to let us know so we can assist you further or send you a replacement or a full refund at the fastest speed.

Support Email: service@prancybt.com

4. If you still have a problem, please don’t hesitate to contact us via service@prancybt.com, and we’ll respond within 24 hours and assist you further.

Situation B:

If the headset is unable to pair when pairing via dongle:

* If you are having a problem when pairing with a desk phone

via a dongle:

The included dongle is only compatible with computers or laptops and is not compatible with desk phones. Therefore, if you’d like to use the headset with a desk phone, please pair only via Bluetoothto aviod any problems.

If you cannot pair the headset with a desk phone via Bluetooth, please try to contact the desk phone's seller or manufacturer to check if it is compatible with all Bluetooth headsets on the market.

If it is not compatible and you’d like a refund, or if it is compatible but you still have problems: Please email our support to let us know so we can assist you further or send you a replacement or a full refund at the fastest speed.

Support Email: service@prancybt.com

* If you are having a problem when pairing with a computer

 via a dongle:

1. Confirm if the issue is from the headset or not:

Please try to pair the headset with your cell phone to test if it has the same problem. If you’re unable to pair the headset with your cell phone, please clear all data in your device's Bluetooth list and reset the headset

(When the headset is on and not occupied by a current call, press the MFB and Volume - buttons at the same time and hold for 5 seconds to clear the pairing record), shut down your device's Bluetooth and restart the search, and then test it again.

If you still have a problem, please don’t hesitate to contact us via service@prancybt.com, and we’ll respond within 24 hours and assist you further. If the headset works well with your cell phone, then there is no

problem with it. It might be other reasons. Please check the instructions below.

2. Confirm if the issue is from the dongle or not:

If your computer supports Bluetooth connection, please unplug the USB dongle and try to connect the headset to your computer via Bluetooth directly, then check if there will be the same problem. 

If you are not allowed to use Bluetooth on your office computer, please find other computers or laptops that support Bluetooth and test it. If you can not do that, you can test the headset with your

cell phone, then make a call to test if it has the same problem when pairing with your cell phone.

If there is no problem when connected via Bluetooth, there might be other reasons. Please check the instructions below: 

1) Reset the headset: Please clear all data in your device's  Bluetooth list and reset the headset (When the headset is on and not occupied by a current call, press the MFB and Volume -

buttons at the same time and hold for 5 seconds to clear the pairing record), shut down your device's Bluetooth and restart the search, and then test it again. Turn off and turn it back on, guaranteeing the headset is in pairing mode (Red and blue LED

 flash alternately).

2) Unplug the dongle and plug the dongle into a different USB-A port. Please guarantee there is an LED light on the dongle.

3) If it still doesn’t work, the dongle might be defective. Please get iin touch with our support email (service@prancybt.com), and we’ll send you a new USB dongle.