This article is relevant if one of your sensor lights is off or blinking while connected to the charger. Before following the below troubleshooting, please make sure to read this article first: Troubleshoot a charging issue.
Troubleshooting steps for one sensor is not charging
*Observe if the non-charging sensor begins charging properly (solid color) after each step.*
- Video recording the below steps will help the CITYPLAY support team resolve the relevant charging issue as fast as possible.
- Place both sensors inside the case and plug the case into the charger.
- Clean your non-charging sensor and case.
- Switch the placement of your sensors inside the CITYPLAY case.
- If the charging issue moved to the other sensor, then this means that you have an issue with your CITYPLAY case. Please contact support via our submit a request form and include a video of the troubleshooting steps 2-4 and mention that one of your sensors isn't charging.
- Perform a hard reset to the non-charging sensor.
- Check your sensor status in the app and see if there is a charging indication for the non-charging sensor.
- If you see a charging indication, then your sensor light isn’t working. Please contact support via our submit a request form and include a video of troubleshooting steps 2-6 and attach a screenshot of your sensors' status from the CITYPLAY app.
- If you do not see a charging indication, then your sensor is not charging. Please contact support via our submit a request form and include a video of troubleshooting steps 2-6 and attach a screenshot of your sensors' status from the CITYPLAY app.
Comments
3 comments
I followed all suggestions and my right sensor still not charging. Filled out form, chat box, trying to talk to someone that can help. New units only used three times. Not happy, can someone help
Also dealing with same issue as above. Right sensor is not charging. I reached out to support, sent the email and have gone through all the troubleshooting steps. Bought these for my son for Christmas for his spring season. He has been training hard and has his first game THIS SATURDAY and nobody is responding in a timely manner to get this fixed in time. Incredibly frustrating and I expect this to be resolved by saturday, even if this means overnighting me new chips. I've tried to chat, emailed twice, the chat doesnt connect me with an agent during the hours and now they're offline. So angry.
I am dealing with this issues and apparently having the same issue as everyone else when it comes to getting in contact with someone. SOMEONE HELP or I will be filing a complaint and leaving reviews all over regarding the poor service. I have been trying to get in contact with someone since Monday.
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