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Article ID : 00300810 / Last Modified : 06/10/2023

The headphones do not charge. (WF-1000XM5)

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Follow these steps to troubleshoot why the headphones do not charge:

Select the way you charge.

I use the wireless charging pad

Go to step 2.
I use the supplied USB Type-C cable

Remove the USB Type-C cable from the charging case, and go to step 4.
Place the charging case on the wireless charging pad properly.

Close the lid of the charging case and place it on the wireless charging pad with the SONY logo of the charging case facing upward.

Note: If the charging case becomes misaligned with the wireless charging pad, charging may slow down or stop, or the charging case may become hot. For details on how to properly set the charging case on the charging pad, refer to the charging pad manual.

The issue is resolved
The issue may have been caused by the position of the charging case or wireless charging pad.
The issue is not resolved
Go to step 3.
Place the charging case on the wireless charging pad, and check the indicator of the charging case.

The indicator repeatedly flashes twice in orange when the headphones are stored in the charging case

Go to step 4.
The indicator shows other status
Go to step 5.
Leave the charging case in a place with an ambient temperature between 15 °C and 35 °C (59 °F - 95 °F), and try charging again.
The issue is resolved
The issue may have been caused by the ambient temperature being too high or too low.
The issue is not resolved
- If you are using the wireless charging pad, go to step 11.
- If you are using the supplied USB Type-C cable, go to step 6.
Using the supplied USB cable, connect the charging case to a USB AC adaptor or computer, and check if the charging can be completed.

The charging can be completed
Use the USB Type-C cable that is supplied with the product. Charging may not be possible with a commercially-available cable or a USB hub.
The charging cannot be completed
Go to step 6.
Clean the charging port of the headphones, and check the indicator of the charging case.

Clean the headphones and charging ports, set the headphones into the charging case, and check the status of indicator on the charging case without connecting the USB Type-C cable. For details on how to clean the headphones, refer to the article How to care for the headphones.

Note: When cleaning, do not use compressed air to remove dust as this can cause dust to get into the microphone or sound outlet holes, leading to malfunction.

The indicator lights up in green for about 3 seconds when the headphones are stored in the charging case

The remaining battery of the headphones is 95% or more. Wear the headphones, connect to a device via Bluetooth, and check if you can hear the sound from the connected device.
If the sound cannot be heard, refer to the article There is no sound, or sound is only heard from one side of the headphones.
The indicator lights up in orange for about 3 seconds when the headphones are stored in the charging case

The remaining battery of the headphones is between 94% and 1%. Charge the headphones and go to step 7.
The indicator does not light when the headphones are stored in the charging case

The remaining battery of the headphones or the charging case is 1 % or lower. Set the headphones into the charging case, start charging, then go to step 7.
The indicator repeatedly flashes twice in orange

The temperature of the headphones or inside the charging case is abnormal. Go to step 8.
The indicator repeatedly flashes slowly in orange

The temperature of the headphones or inside the charging case is abnormal. Go to step 8.
Set the headphones to the charging case, connect the charging case using the supplied USB Type-C cable, and check if the charging can be completed.

Note: Clean the charging port before charging.

The charging can be completed
The charging port of the charging case may have been dirty.
Hint: Regular cleaning is recommended to prevent issues with charging.
The charging cannot be completed
Go to step 11.
Set the headphones to the charging case, connect the charging case using the supplied USB Type-C cable, and check the indicator of the charging case again.

The indicator lights up in orange when charging starts

The headphones are in the process of charging. Wait until the headphones are fully charged.
The indicator repeatedly flashes twice in orange

The temperature of the headphones or inside the charging case is abnormal. Go to step 11.
The indicator repeatedly flashes slowly in orange

The temperature of the headphones or inside the charging case is abnormal. Go to step 11.
The indicator does not light up

Go to step 9.
Check if you can charge a different device with the same AC adaptor or USB port.

Use the same AC adaptor or the USB port on the computer to charge a different mobile device or product.

The mobile device or product can be charged
Go to step 10.
The mobile device or product cannot be charged
The AC adaptor or USB port may not be working. Contact the manufacturer of the AC adaptor.
Clean the charging port of the charging case, and check if the charging can be completed.

If any dust or dirt is in or around the charging port, the charging may not complete properly. Remove the dust or dirt with soft, dry cloth before charging.

The charging can be completed
The charging port of the charging case may have been dirty.
Hint: Regular cleaning is recommended to prevent issues with charging.
The charging cannot be completed
The headphones may be malfunctioning and service may be required.
Reset the headphones.

Refer to the Help Guide or view the How to reset video:

Tip: Learn how to turn captions on or off when watching Internet videos from YouTube

The issue is resolved
The issue may have been caused by a temporary malfunction of the headphones.
The issue is not resolved
Go to the next troubleshooting step.
Initialize the headphones.
Initialization returns the headphones to the factory settings and all Bluetooth pairing information is deleted.

Refer to the Help Guide or view the How to initialize video:

Tip: Learn how to turn captions on or off when watching Internet videos from YouTube

The issue is resolved
The issue may have been caused by a temporary malfunction of the headphones.
The issue is not resolved
The headphones may be malfunctioning and service may be required.