Both sensors’ lights are solid, but the battery indicator in the app isn't rising

This article is relevant if both of your sensors' lights are solid, but the charging indicator in the app is not rising 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 both sensors are solid, but the battery indicator in the app isn't rising

1. Video recording the below steps will help the CITYPLAY support team resolve the relevant charging issue as fast as possible.
2. Place both sensors inside the case and plug the case into the charger.
3. Remove both sensors from the case.
4. Check if one or both of your sensors’ lights turn off when they're outside the case.
   • If one or both sensors' lights are blinking when they're outside the case, then skip to step 5.
   • If one or both sensors' lights are off when they're outside the case, then check your sensors' status in the app to see if your sensors are connected to the app.
     • If your sensors aren't connected to the app, then please contact support via our submit a request form and include a video of troubleshooting steps 2-4 and attach a screenshot of your sensors' status from the CITYPLAY app.
     • If your sensors are connected to the app, then charge your sensors to orange. Next, remove both sensors from the case and open the CITYPLAY app to see if both sensors are active in the app.
       • If both sensors are active, then the problem is resolved.
       • If your sensors aren't active in the app, then your sensors' lights are disconnected. Please contact support via our submit a request form and include a video of troubleshooting steps 2-4 and attach a screenshot of your sensors' status from the CITYPLAY app.
5. Check your sensor status in the app to see if the battery % of each sensor rising. 
   • If both battery % are rising, then your sensors are charging successfully.
   • If both battery % isn't rising, then perform a hard reset to both sensors.
     • If one or both sensors still aren't charging after following steps 2-5, then please contact support via our submit a request form and include a video of troubleshooting steps 2-5 and attach a screenshot of your sensors' status from the CITYPLAY app.