We're sorry to hear that your doppel is unresponsive, please try the following troubleshooting steps to get your doppel back up and running.
Securing doppel in the base
Please check that the elastic band is tightly secured in the channel of the underside of the charging base and that doppel has been put in the correct way round. The two gold pins in the charging base must be aligned with the two gold pins on your doppel.
The LED light will turn on to indicate that doppel is charging and it will turn off when doppel has reached its full charge.
Running a firmware update
If doppel does not buzz on the charging base but the light turns on it could be that your doppel has failed a firmware update - and as such has become stuck in a loop meaning it became completely unresponsive.
You may see 'DfuTarg' in your phone's list of available Bluetooth devices. Please run through the steps in the article below. Despite doppel not vibrating on the base, if you follow the instructions in the article you should still be able to pair and run a successful firmware update.
Charging with an adapter plug instead of your laptop
Although the doppel charging base is suitable for charging with your laptop or computer, if your doppel just won't turn back on, please try connecting the USB charging cable to an adapter plug.
Some computers (and we've mainly noticed this with Macs) limit the maximum power drawn from the USB port which then prevents you from charging certain devices, including doppel. This is mostly happening when a laptop is not plugged into the mains (as the power saving mode blocks charging). It can also be related to the power saving settings of the computer. Any plug that you use to charge your phone will be suitable.
I purchased my doppel before 2019 and my doppel won't turn on
It is possible that your doppel has gone dead due to a failed firmware update - and as such doppel became stuck in a loop meaning it became completely unresponsive.
It could be that something has gone wrong with the charger on its journey over to you. We test each doppel at our warehouse before shipping but we have seen in rare situations the charging pins on the charging base can sink slightly - which means that the charging pins on the base and the charging pins on the doppel do not align as they should, meaning that your doppel just isn't charging.
Try placing something reasonably heavy such as a large book on top of your doppel. You could also use an elastic band to hold it in place. Don’t worry about your doppel, it’s built to withstand more than the weight of a book! If this works then your charger is faulty so please contact our support team who will resolve this for you and arrange to send a replacement charger.