Troubleshoot a charging issue

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.

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STEP 1: Check if Your Sensors Are Charging

Check the lights while your sensors are in the charging case and connected to the charger:

• ✅ Solid green, orange, or red light → The sensor is charging normally

• ❌ 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.

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STEP 2: Prepare Your Sensors for Troubleshooting

Before starting troubleshooting, make sure you’ve done the following:

1. Update your sensors' firmware to the latest version (I2.0.X_0.0.1_3.50.23)

2. Place both sensors in the charging case and connect it to the charger

3. Charge your device for at least 15 minutes

Still not charging? Move on to STEP 3.

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STEP 3: Try These Troubleshooting Steps

Check your charging setup:

• Try a different USB-C cable

• Try a different wall charger or power source

Clean the sensors and charging case:

• Dirt or debris on the contact points can disturb charging

• 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:

• A hard reset can help resolve charging issues by resetting the sensor's internal components (hard reset guide)

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STEP 4: Still Not Charging?

If the sensor still isn’t charging after completing all the steps above, please contact us at [e-mail] and include the following:

1. The name and email address used to purchase your subscription
2. A short description of the issue, for example:

• One sensor isn’t charging

• Both sensors aren’t charging

• Battery is draining too quickly

• 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:

• Remove the first sensor and show its LED light

• Remove the second sensor and show its LED light

• Place the first sensor back in the case

• 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.

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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:

• Draining more than 7% per hour during active use

• 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:

1. Open the CITYPLAY app

2. Go to Settings

3. Tap CITYPLAY Account

4. Tap the (i) icon next to the relevant sensor

5. Long press the sensor

6. 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.