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Start guides, product registration, fit, warranty, and everything else your first hour needs.
We're Here to Help
Email gets a human reply within 24 hours. The Discord is usually faster. Everything you need is below, starting with day one.
Contact Support
Fill the form below and it opens a ticket with a real person. support@sansound.com works too — replies within 24 hours.
Discord
#ask-owners for questions about fit, setups, and compatibility, usually within the hour. Catch the SAN team there too.
Returns
30-day returns, no questions, label included. 1-year warranty on every product. Start either from the portal.
SAN SOUND SUPPORT
Frequently Asked Questions
Choose your product
Order & policy support
SANWEAR-HARDWIRE
Getting Started
What is HARDWIRE?
HARDWIRE is SAN Sound's wired audio system designed for high-quality listening through a USB-C connection and the Audio Cortex.
Is HARDWIRE Bluetooth?
No. HARDWIRE is a wired audio product and does not connect through Bluetooth.
Does HARDWIRE have a 3.5mm headphone jack?
No. HARDWIRE is designed for USB-C connection and does not include a 3.5mm plug.
Do I need the Soundscape app to use HARDWIRE?
HARDWIRE can be used for basic listening without the app, but the Soundscape app may be needed for settings, customization, and firmware updates.
Connection
Can I use HARDWIRE with an iPhone?
Yes, if your iPhone supports USB-C. For Lightning iPhones, you may need a compatible Lightning camera adapter or supported audio adapter.
Watch: Is SANWEAR-HARDWIRE Compatible With Your Device?
Watch: Hiss or Static From SANWEAR-HARDWIRE? Check Your Connection
Can I use HARDWIRE with Android phones?
Yes. HARDWIRE is designed to work with many USB-C Android devices that support USB-C audio.
Can I use HARDWIRE with a computer?
Yes. HARDWIRE can be used with compatible computers that support USB-C audio output.
Why does my phone still use its speaker instead of HARDWIRE?
Check your device's audio output settings and select the connected USB-C audio device if needed.
Watch: Audio Coming From Speakers, Not SANWEAR-HARDWIRE? Switch Your Output
Audio Cortex
What is the Audio Cortex?
The Audio Cortex is the central control and processing component of the HARDWIRE system.
Can I customize the HARDWIRE sound?
Yes. The Soundscape app supports sound customization features such as EQ adjustment, depending on your device and app version.
Soundscape
What EQ controls are available in Soundscape?
The Soundscape app includes a 3-band EQ for adjusting the listening profile.
Can I remap the HARDWIRE buttons?
Yes. Button mapping can be adjusted in the Soundscape app when supported by your firmware and app version.
Can I use the HARDWIRE buttons for volume control?
Yes, volume control may be assigned through button mapping in the Soundscape app.
Lights
Why do my HARDWIRE lights turn on?
The lights can show visual effects or device status depending on your selected settings.
Can I turn off the HARDWIRE RGB lights?
Yes. The Soundscape app allows supported light settings such as off, pulse, or rainbow modes.
Why are the HARDWIRE lights flashing white?
A white flashing light may appear during a firmware update or reboot process.
Fit, Comfort & Care
What ear tip sizes come with HARDWIRE?
HARDWIRE includes multiple ear tip sizes, including 9mm, 10mm, 11mm, and 12mm. The default size is usually 11mm.
What sport hook sizes come with HARDWIRE?
HARDWIRE includes multiple sport hook sizes, including 18mm, 22mm, 25mm, and 28mm.
How do I choose the right HARDWIRE ear tip size?
Start with the default size, then try a smaller or larger size until the earbuds feel secure and create a good seal.
Watch: SANWEAR Uncomfortable? Find Your Fit with Twist-and-Lock
How do I know if I have a good ear seal?
A good seal should feel secure and should improve bass response and overall sound fullness.
Why does HARDWIRE feel uncomfortable?
Discomfort may be caused by the wrong ear tip or sport hook size. Try a smaller size or adjust the wearing angle.
Watch: SANWEAR Uncomfortable? Find Your Fit with Twist-and-Lock
Is HARDWIRE waterproof?
HARDWIRE should be kept away from excessive moisture unless the product specification for your model states otherwise.
Sound, Mic & Gaming
Why does HARDWIRE sound weak or thin?
Weak bass or thin sound is often caused by an incomplete ear seal. Try adjusting the fit or changing ear tip size.
Can the HARDWIRE sound change over time?
Yes. The drivers may settle after extended listening. Some users may notice the sound becoming smoother after break-in.
Is there a recommended break-in period for HARDWIRE?
A listening period of around 20 hours may help the drivers settle naturally.
Does HARDWIRE have a microphone?
Yes, HARDWIRE includes microphone functionality through its audio system.
What is the adaptive microphone feature?
The adaptive microphone feature is designed to adjust and improve voice pickup based on use and environment.
Why does my microphone sound different at first?
The microphone system may adapt over time. Make sure the product is connected properly and that the correct input device is selected.
Can I use HARDWIRE for calls?
Yes. HARDWIRE can be used for calls when your device recognizes it as the active audio input and output.
Watch: Audio Coming From Speakers, Not SANWEAR-HARDWIRE? Switch Your Output
Can I use HARDWIRE for gaming?
Yes. Because HARDWIRE is wired, it is suitable for low-latency listening on compatible devices.
Firmware
How long does a HARDWIRE firmware update take?
Firmware updates may take a few minutes. Keep the product connected and avoid playing audio during the update.
Should I play audio during a firmware update?
No. For best results, pause audio and keep the device connected until the update is complete.
Watch: SANWEAR Firmware Update Stuck? Reinitiate the Right Way
Why did HARDWIRE reboot after an update?
A reboot after firmware installation is normal. The device may take around a minute to restart.
Troubleshooting
Why is there no sound from my HARDWIRE?
Check that the USB-C connector is fully inserted, the device volume is turned up, and the audio output is set to HARDWIRE or the connected USB-C audio device.
Watch: No Sound From SANWEAR-HARDWIRE? The Golden Rule Fix
Watch: SANWEAR-HARDWIRE Volume Too Low? Check Your Output Settings
Why is HARDWIRE not detected by my phone?
Try unplugging and reconnecting the USB-C cable, restarting your phone, and checking that your device supports USB-C audio accessories.
Watch: How to Reset SANWEAR-HARDWIRE
Watch: SANWEAR-HARDWIRE Cutting In and Out? Fix the Cable & Port
SANWEAR-GAMETYPE (GT)
Getting Started
What is SANWEAR-GT?
SANWEAR-GT is a SAN Sound earbud system designed for both Bluetooth and SANSYNC connectivity.
What is SANSYNC?
SANSYNC is SAN Sound's dedicated wireless connection system — built into the charging case, no dongle.
Watch: Bluetooth vs SANSYNC on SANWEAR-GT? Switch Modes the Right Way
Connection & SANSYNC
How do I connect SANWEAR-GT using SANSYNC?
Plug the charging case into a compatible device's USB-C port — the SANSYNC transmitter is built into the case — then place the earbuds into the correct pairing mode so they can connect.
Watch: Bluetooth vs SANSYNC on SANWEAR-GT? Switch Modes the Right Way
How do I switch SANWEAR-GT between Bluetooth and SANSYNC?
Use the supported touch control sequence for your model to switch connection modes.
Watch: Bluetooth vs SANSYNC on SANWEAR-GT? Switch Modes the Right Way
Can I use SANWEAR-GT with Bluetooth only?
Yes. SANWEAR-GT can connect through Bluetooth on supported devices.
Can I use SANWEAR-GT with a computer?
Yes. SANWEAR-GT can be used with compatible computers through Bluetooth or the SANSYNC case connected over USB-C.
Can I connect SANWEAR-GT to multiple devices at the same time?
Connection behavior may depend on the device and mode being used. For best results, disconnect from one device before pairing to another.
Why do my earbuds reconnect to the wrong device?
They may automatically reconnect to the last paired device. Turn Bluetooth off on the old device or forget the earbuds there before pairing again.
Watch: SANWEAR Won’t Pair With Your Phone, Tablet, or PC? Try This
Charging & Battery
Why are my SANWEAR-GT earbuds not charging?
Check that the charging contacts are clean, the earbuds are seated correctly in the case, and the case has battery power.
Watch: SANWEAR Not Charging? Clean the Pins (Fix #1)
Watch: SANWEAR Won’t Power On? 5-Tap Reset (Fix #2)
Watch: SANWEAR Still Not Charging? Dead Battery Check (Fix #3)
How do I clean the SANWEAR-GT charging pins?
Gently clean the charging contacts with a dry, soft cloth. Avoid liquids or sharp objects.
Why does charging seem inconsistent?
Charging can be affected by dirty contacts, loose seating in the case, low case battery, or cable/power source issues.
Why is the battery draining faster than expected?
Battery life can vary depending on volume, connection mode, call use, environment, and feature settings.
Why does the battery percentage fluctuate in the app?
Battery readings may update as the earbuds reconnect, recalibrate, or report charge level from each side.
Watch: SANWEAR Battery Indicator Fluctuating in Soundscape? 5-Tap Reset Fix
What should I do if my SANWEAR-GT case is not charging?
Try another USB-C cable, another power source, and check the charging port for debris.
Fit & Sound
Can I use SANWEAR-GT for calls?
Yes. SANWEAR-GT supports call audio and microphone use on compatible devices.
Does SANWEAR-GT have a microphone?
Yes. SANWEAR-GT includes microphone functionality.
Why does my SANWEAR-GT audio sound muffled?
Muffled audio may be caused by poor fit, blocked ear tips, debris, or an incomplete seal.
Why is the bass weak on SANWEAR-GT?
Weak bass is usually related to fit and seal. Try adjusting the earbuds or using a different ear tip size.
Can I use SANWEAR-GT for gaming?
Yes. SANSYNC is designed to provide a more direct wireless connection experience for compatible devices.
Reset & Troubleshooting
What should I do if the SANSYNC case keeps blinking?
Make sure the earbuds are charged, close to the case, and in the correct connection mode. If needed, reset the earbuds and try pairing again.
Why are my SANWEAR-GT earbuds not connecting over SANSYNC?
The earbuds may still be in Bluetooth mode, may need a reset, or may not be fully charged. Try resetting and reconnecting from the start.
Watch: Bluetooth vs SANSYNC on SANWEAR-GT? Switch Modes the Right Way
Why does SANWEAR-GT not appear in my Bluetooth list?
Make sure the earbuds are in Bluetooth pairing mode, nearby, charged, and not already connected to another device.
Why can't I connect SANWEAR-GT after pairing before?
Forget the earbuds from your Bluetooth settings, reset the earbuds, then pair them again.
Watch: SANWEAR Won’t Pair With Your Phone, Tablet, or PC? Try This
Why is only one SANWEAR-GT earbud working?
The earbuds may need to resync with each other. Place both earbuds in the case, reset them, and reconnect.
How do I reset SANWEAR-GT?
Use the supported reset sequence for your model, then reconnect the earbuds from your device's Bluetooth or SANSYNC settings.
SANWEAR-QUANTUM
Getting Started
What is SANWEAR?
SANWEAR is a SAN Sound wireless earbud product designed for Bluetooth listening.
Is SANWEAR good for music?
Yes. SANWEAR is designed for everyday listening across a range of music genres.
Can I use SANWEAR for gaming?
Yes, but Bluetooth latency can vary depending on your device, game, and connection environment.
Connection
How do I pair SANWEAR with my phone?
Place the earbuds in pairing mode, open your phone's Bluetooth settings, and select SANWEAR from the available devices.
Watch: SANWEAR Won’t Pair With Your Phone, Tablet, or PC? Try This
Why does SANWEAR not appear in Bluetooth settings?
Make sure the earbuds are charged, in pairing mode, close to your device, and not already connected elsewhere.
Can I use SANWEAR with a Windows PC?
Yes. SANWEAR can connect to Windows PCs that support Bluetooth audio.
Watch: SANWEAR Won’t Pair With Your Phone, Tablet, or PC? Try This
Can I use the SANWEAR microphone on a Windows PC?
Yes, if the PC recognizes SANWEAR as the active input device. You may need to select it in your sound settings.
Controls & Calls
Can I control music from SANWEAR earbuds?
Yes. SANWEAR supports touch or gesture controls depending on your model.
Can I answer calls with SANWEAR?
Yes. SANWEAR can be used for calls on compatible Bluetooth devices.
Fit & Care
Is SANWEAR water-resistant?
SANWEAR has IPX6 water resistance, which helps protect against sweat and water exposure. It should not be submerged.
Can I swim with SANWEAR?
No. IPX6 water resistance does not mean the earbuds are designed for swimming or full submersion.
Troubleshooting
How do I reset SANWEAR?
Use the reset sequence for your SANWEAR model, then reconnect from your device's Bluetooth settings.
What should I do if SANWEAR audio is delayed?
Check whether your device supports low-latency Bluetooth audio and close apps or connections that may affect performance.
Why does one SANWEAR earbud have no sound?
Place both earbuds back in the case, reset them if needed, and reconnect to your device.
Why is SANWEAR not charging?
Check the charging contacts, confirm the earbuds are seated properly, and make sure the case has power.
Watch: SANWEAR Not Charging? Clean the Pins (Fix #1)
Watch: SANWEAR Won’t Power On? 5-Tap Reset (Fix #2)
Watch: SANWEAR Still Not Charging? Dead Battery Check (Fix #3)
SANCAST 1.0
Getting Started
What is SANCAST 1.0?
SANCAST 1.0 is a SAN Sound wireless earbud product designed for Bluetooth listening and everyday use.
How do I pair SANCAST?
Pair the first earbud, then follow the setup process for the second earbud if required by your model.
Can I use both SANCAST earbuds together?
Yes. SANCAST supports dual-earbud use once both earbuds are paired correctly.
Can I use only one SANCAST earbud?
Yes, single-earbud use may be supported depending on your device and pairing setup.
Charging & Battery
What is the SANCAST case battery capacity?
The SANCAST charging case has a 500mAh battery.
Does SANCAST support USB-C charging?
Yes. SANCAST uses USB-C charging.
Does SANCAST support USB-C charge-through?
Yes. SANCAST supports USB-C charge-through based on its product design.
What should I do if SANCAST will not charge?
Check the USB-C cable, power source, charging contacts, and case battery level.
Troubleshooting
Why is SANCAST not pairing?
Make sure both earbuds are charged, close to your device, and in pairing mode. Reset if pairing still fails.
Why does only one SANCAST earbud connect?
The earbuds may need to reconnect to each other. Place both in the case, remove them together, and try pairing again.
Soundscape App
What is the Soundscape app?
Soundscape is the SAN Sound app used for supported product settings, customization, and firmware updates.
Do I need to download Soundscape?
For basic listening, not always. For supported customization, firmware updates, EQ, lights, and button mapping, the app may be needed.
Why is my product not showing in Soundscape?
Make sure the product is powered on, connected properly, nearby, and supported by the app.
Watch: Soundscape App Not Detecting SANWEAR? Two-Step Fix
Watch: SANWEAR-HARDWIRE Not Showing in the Soundscape App? Here’s Why
Can Soundscape update firmware?
Yes. The Soundscape app can provide firmware updates for supported products.
What should I do before starting a firmware update?
Keep the product connected, pause audio, make sure your phone has enough battery, and avoid disconnecting during the update.
Watch: SANWEAR Firmware Update Stuck? Reinitiate the Right Way
Why did my product disconnect during a firmware update?
Temporary disconnects can happen during update and reboot steps. Wait for the process to finish before reconnecting.
Watch: SANWEAR Firmware Update Stuck? Reinitiate the Right Way
Can I change light settings in Soundscape?
Yes, supported products can adjust light settings through the app.
Can I change button controls in Soundscape?
Yes, supported products can customize button mapping through the app.
Can I adjust EQ in Soundscape?
Yes, supported products can use EQ controls in the app.
Why does the app show a different battery percentage than expected?
Battery readings can update after reconnecting, charging, or recalibrating between the product and app.
Watch: SANWEAR Battery Indicator Fluctuating in Soundscape? 5-Tap Reset Fix
Does SAN Sound have a Find My Earbuds feature?
At this time, SAN Sound products do not include a Find My Earbuds, Echo Locate, or location-tracking feature through the Soundscape app.
Watch: Soundscape App Features Missing? Here’s What’s Coming
Orders
Where can I buy SAN Sound products?
SAN Sound products can be purchased through the official SAN Sound website.
How do I change or cancel my order?
You are entitled to cancel your order within 30 days without giving any reason for doing so. Email support@sansound.com with your order number and we will take it from there.
How do I check on an order?
Fill out the support form below and it opens a ticket with a real person. support@sansound.com works too, replies within 24 hours. Have your order number ready.
Shipping
Does SAN Sound ship internationally?
International shipping may be available depending on destination, product availability, and checkout support.
Are duties and taxes included for international orders?
Duties and taxes may vary by destination and shipping method. The checkout page will show the most current available information.
What if my package is lost, stolen, or damaged in transit?
If you opted into Checkout+: your order is covered by package protection. If your package is lost, stolen, or damaged in transit, once approved, we'll replace the item at no extra cost (or issue a refund/store credit if it's out of stock). For damaged items, please include a photo of the damage when you file.
If you opted out of Checkout+: your order is not protected against carrier loss or damage, and we're unable to cover replacements for shipping-related issues.
Please inspect your order when it arrives and file any claim within 30 days of the delivery date. You can start a claim here.
Returns
How long do I have to return an order?
If you are not completely satisfied with your purchase, you may return eligible items within 30 days of receiving your order. Full details are in the Return Policy.
How do I start a return?
You can start a return here. 30-day returns, no questions, label included.
Who pays for return shipping?
Purchasers that opted in for checkout+ will have free returns. Purchaser that opted out are responsible for all shipping fees for goods being returned or exchanged, including shipping fees for exchanged goods returned to purchaser.
What condition does the product need to be in?
To qualify for a return, returned item must be in original condition without any signs of wear or tear. In order for the goods to be eligible for a return, please make sure that:
- The goods were purchased in the last 30 days
- The goods are in the original packaging
- The goods were not damaged (you may try them on first, of course).
- You have the receipt or proof of purchase
If a returned item is deemed unsuitable for a return, SAN Sound reserves the right to refuse the return.
When will I get my refund?
We will reimburse you no later than 14 business days from the day on which we receive the returned goods. We will use the same means of payment as you used for the order, and you will not incur any fees for such reimbursement.
Warranty
What does the warranty cover?
Every SAN Sound product comes with a 1-year warranty covering manufacturing defects in materials and workmanship. It does not cover normal wear, accidental damage, or loss.
How do I submit a warranty claim?
Start your claim in the returns portal. If you would rather email, support@sansound.com reaches the same team and replies within 24 hours.
What information do I need?
Your order number or proof of purchase, the product and edition, and a short description of the issue. Photos or a short video help. For damaged items, please include a photo of the damage when you file.
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