Experiencing a charging issue? This article is your complete guide to identifying and fixing any charging-related problem. Go section by section to find and fix the issue you’re facing.
STEP 1: Check if Your Sensors Are Charging
Check the lights while your sensors are in the charging case and connected to the charger:
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✅ Solid green, orange, or red light → The sensor is charging normally
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❌ No light, blinking light, or not solid → The sensor is not charging
If the sensor appears to be charging (solid light), but the battery drains faster than expected, skip to STEP 5.
STEP 2: Prepare Your Sensors for Troubleshooting
Before starting troubleshooting, make sure you’ve done the following:
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Update your sensors' firmware to the latest version (I2.0.X_0.0.1_3.50.23)
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Place both sensors in the charging case and connect it to the charger
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Charge your device for at least 15 minutes
Still not charging? Move on to STEP 3.
STEP 3: Try These Troubleshooting Steps
Check your charging setup:
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Try a different USB-C cable
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Try a different wall charger or power source
Clean the sensors and charging case:
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Dirt or debris on the contact points can disturb charging
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Use a dry cloth or cotton swab to gently clean the sensor contact points and the inside of the case (cleaning guide)
Perform a hard reset on the sensor:
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A hard reset can help resolve charging issues by resetting the sensor's internal components (hard reset guide)
STEP 4: Still Not Charging?
If the sensor still isn’t charging after completing all the steps above, please contact us at support@playermaker.com and include the following:
1. The name and email address used to purchase your subscription
2. A short description of the issue, for example:
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One sensor isn’t charging
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Both sensors aren’t charging
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Battery is draining too quickly
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Lights are solid, but the app doesn’t show any charging progress
3. Record a short troubleshooting video, showing:
Before recording, make sure the sensors have been charging in the case for at least 15 minutes.
While the case is plugged into the charger:
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Remove the first sensor and show its LED light
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Remove the second sensor and show its LED light
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Place the first sensor back in the case
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Place the second sensor back in the case
Once we receive your request, we’ll review the details and follow up as quickly as possible.
STEP 5: Fast Discharge – Is Your Battery Draining Too Quickly?
If your sensors appear to be charging but the battery drains faster than expected, see if this applies:
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Draining more than 7% per hour during active use
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Draining more than 3–4% per hour while idle (resting in the case)
If so, your battery may need recalibration. We recommend running the Battery Drain procedure:
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Open the CITYPLAY app
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Go to Settings
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Tap CITYPLAY Account
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Tap the (i) icon next to the relevant sensor
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Long press the sensor
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Select Battery Drain
This procedure may take up to several hours, depending on the battery percentage at the start. When the sensor lights turn off, charge the device to 100% and then test the sensors.
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