Welcome!

Below you will find FAQs found on Reddit, whether you have general product inquiries or you need help with your Jabra Elite device. We hope these resources are helpful.

Please send us a chat if you have suggestions on what we should include in this post. Your feedback is greatly appreciated.

Store Support Inquiries Table of Contents

1. Can I make changes to my order?
2. How do I request a refund?
3. How do I cancel my order?
4. Can I return an engraved product for a refund?
5. Can I cancel my order for an engraved product?

General Product Inquiries Table of Contents

1. Can I pair my Jabra Bluetooth device with a computer or softphone?
2. Can I pair my Jabra device with a smartwatch?
3. Can I purchase a single earbud replacement?
4. Where can I buy replacement accessories for my Jabra device?
5. Can I replace the batteries on my Jabra device?
6. Can I use my Jabra true wireless device one earbud at a time?
7. Do I need to use the Jabra Link Bluetooth adapter included with my headset?
8. What products are compatible with the Jabra Sound+ app?
9. My compatible device is not connecting with the Jabra Sound+ app. What do I do?
10. I recently had my Jabra device replaced under the warranty. How do I delete my old device's location data in the Jabra Sound+ app?
11. When will the LC3 codec be added to the Jabra Elite 8 Active and Jabra Elite 10 Gen 1 and Gen 2?
12. Why won't Gen 1 and Gen 2 Elite 8 Active and Elite 10 receive the same software feature upgrade(s)?
13. My Elite 8 Active Gen 2 and Elite 10 Gen 2 will not auto-reconnect when taken out of the charging case. What is the status of the firmware update that is expected to resolve this challenge?
14. How does the noise cancellation work on the Jabra Elite 7 Active/Elite 7 Pro?
15. How can I make the most out of the active noise cancellation (ANC) feature of my Jabra Elite 7 Active/Elite 7 Pro?
16. How do I contact Jabra Support? I have questions, concerns, warranty inquiries, or feedback.
17. I lost my Jabra earbuds. What should I do?
18. What audio codecs does the Jabra Elite 7 Active/Elite 7 Pro support?
19. Why doesn’t the Jabra Elite 7 Active/Elite 7 Pro support aptX, but Elite 2, Elite 3, and Elite 4 Active do?
20. Where can I find the product documents for my Jabra device?

Elite Technical Assistance Table of Contents

1. How do I update the firmware on my Jabra earbuds using Jabra Sound+?
2. How do I manually reset my Jabra earbuds to the default settings?
3. How do I reset my device's charging case? (Not applicable to the following models: Jabra Elite 2, Elite 3, Elite 4, Elite 4 Active, Elite 8 Active, Elite 8 Active Gen 2, Elite 10, and Elite 10 Gen 2)
4. How do I reset the Smart case for my Elite 8 Active Gen 2 and Elite 10 Gen 2 earbuds?
5. My Jabra Elite 8 Active goes into HearThrough mode when using one earbud. Is this normal, and can I turn off this feature?
6. My Jabra Elite 10 goes into HearThrough mode when using one earbud. Is this normal, and can I turn off this feature?
7. I’m having trouble powering on or charging my Jabra Elite device earbuds or charging case. What should I do?
8. How do I stream audio using my Jabra Elite 8 Active Gen 2 or Jabra Elite 10 Smart Case?
9. My device supports Spotify Tap. Can I have Spotify Tap and the voice assistant enabled at the same time?
10. The volume controls on my Jabra Elite product don't work when I have Google Assistant as my chosen voice assistant. What can I do?
11. I need help with my Jabra Elite 7 Active/Elite 7 Pro. What should I do?
12. Why is my Jabra Elite 7 Pro/Elite 7 Active muting itself while connected to a computer?

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Store Support Inquiries

Can I make changes to my order?

Unfortunately, we cannot make amendments to existing orders. Once an order is placed, we can attempt to cancel if it still has not started the shipping process. You may request your order be canceled yourself on the same day the order was placed by calling Jabra Support at 800-327-2230 (US & CA; for other regions, see here. However, we cannot guarantee that your order will be successfully canceled, as orders are quickly sent to the warehouse after they are submitted.

How do I request a refund?

To request a refund for product(s) purchased online, please contact Jabra Support. Be sure to include your Order Number when you contact us.

How do I cancel my order?

You may request your order be canceled yourself on the same day the order was placed by calling Jabra Support at 800-327-2230 (US & CA; for other regions, see here. However, we cannot guarantee that your order will be successfully canceled, as orders are quickly sent to the warehouse after they are submitted.

After a short period of time, our system can no longer retrieve or change them. If your order cannot be canceled, you will get an email notification when the order is shipped from the Do Not Reply ([do-not-reply@global-e.com](mailto:do-not-reply@global-e.com)) with the Subject line: Your order has been shipped! - order number GE10021212785XX. You may contact Jabra Support to initiate a return for a refund if a cancellation is unsuccessful.

Can I return an engraved product for a refund?

Custom-engraved Jabra products cannot be returned or refunded.

Can I cancel my order for an engraved product?

The right to cancel does not apply where bespoke or customized products are made specifically for your order.

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General Product Inquiries

Can I pair my Jabra Bluetooth device with a computer or softphone?

For more information, please check out the link below for your device:

• Elite 10 Gen 2: The Jabra Elite 10 Gen 2 are compatible for computer connectivity. However, we encourage you to check out this article to learn more about how pairing your Jabra earbuds to your computer will affect their functionality
  • How do I pair my Jabra earbuds with my computer using Windows Swift Pair?
• Elite 10*
• Elite 8 Active*
• Elite 8 Active Gen 2: The Jabra Elite 8 Active Gen 2 are compatible for computer connectivity. However, we encourage you to check out this article to learn more about how pairing your Jabra earbuds to your computer will affect their functionality
  • How do I pair my Jabra earbuds with my computer using Windows Swift Pair?
• Elite 7 Pro
• Elite 7 Active
• Elite 5*
  • How do I pair my Jabra earbuds with my computer using Windows Swift Pair?
• Elite 4 Active
• Elite 4*
  • How do I pair my Jabra earbuds with my computer using Windows Swift Pair?
• Elite 3 Active
• Elite 3
• Elite 2
• Elite 85h
• Elite 85t
• Elite 75t
• Elite Active 75t
• Elite 65t

*Device supported for computer use through Microsoft Swift Pair only.

Can I pair my Jabra device with a smartwatch?

For more information, please click on the direct link below:

• Elite 7 Pro
• Elite 7 Active
• Elite 5
• Elite 4 Active
• Elite 4
• Elite 3 Active
• Elite 3
• Elite 2
• Elite 85h
• Elite 85t
• Elite 75t
• Elite Active 75t
• Elite 65t

Can I purchase a single earbud replacement?

We do not sell individual replacement earbuds for our true wireless Jabra devices. However, we carry sets of replacement earbuds on the Accessories page of our website. All prices are advertised in your local currency.

Where can I buy replacement accessories for my Jabra device?

We sell accessories for our products on the Accessories page of the Jabra website.

Can I replace the batteries on my Jabra device?

The batteries on Jabra devices are not replaceable. Please message us if you need help with your Jabra device's battery.

Can I use my Jabra true wireless device one earbud at a time?

The following Jabra devices support mono mode:

• Elite 10 Gen 2
• Elite 10
• Elite 8 Active
• Elite 8 Active Gen 2
• Elite 7 Pro
• Elite 7 Active
• Elite 5
• Elite 4 Active
• Elite 4
• Elite 3 Active
• Elite 3

You can only use the right earbud independently for Jabra Elite devices not included on the list above. To use the left earbud, you must use both earbuds together.

Do I need to use the Jabra Link Bluetooth adapter included with my headset?

Using the included Jabra Link Bluetooth adapter with your Jabra device will ensure the following functionality:

• Integration with computer softphone and software support with Jabra Direct. Full integration between a Jabra device and a computer softphone usually only works when combined with a Jabra Link Bluetooth adapter. Connecting to a computer without a Jabra Link Bluetooth adapter may provide audio capability in the device but not call control for answering and ending calls.
• Bluetooth range. Jabra devices obtain the best possible range when used with a Jabra Link Bluetooth adapter and not the built-in Bluetooth in a computer. Computer Bluetooth performance is usually limited to a range of 2-5 meters/6-50 feet in a typical office environment.
• Factory pairing and installation. The Jabra Link Bluetooth adapter and Jabra device come pre-paired in the box. The Jabra Link Bluetooth adapter supports plug-and-play functionality without installing separate software drivers on the computer.
• Identification as a soundcard. When pairing with the Jabra Link Bluetooth adapter, the computer operating system identifies the device as a soundcard, allowing you to use the headset for all audio purposes. If a device is paired with the built-in Bluetooth of a computer, the computer usually recognizes the device as a headset and can only be used for communication purposes.

NOTE: Unless your Jabra device comes with a Jabra Link Bluetooth adapter, we do not support using your Jabra with a Link.

What products are compatible with the Jabra Sound+ app?

The Jabra Sound+ app supports the following devices: Jabra Connect 5t, Elite 2, Elite 3, Elite 3 Active, Elite 4, Elite 4 Active, Elite 5, Elite 7 Active, Elite 7 Pro, Elite 8 Active, Elite 8 Active Gen 2, Elite 10, Elite 10 Gen 2, Elite 45e, Elite 45h, Elite 65e, Elite 65t, Elite 75t, Elite 85h, Elite 85t, Elite Active 45e, Elite Active 65t, Elite Active 75t, Elite Flex, Evolve 65e, Evolve 65t, Evolve2 55, Evolve2 65, Evolve2 75, Evolve2 85, Evolve2 Buds, Panacast 50, and Speak2 75.

My compatible device is not connecting with the Jabra Sound+ app. What do I do?

We are sorry to hear that you are having trouble connecting your Jabra device with our Sound+ app. Please follow these instructions to resolve the situation:

1. Be sure that you have a strong Wi-Fi or data connection on your phone
2. Disable any battery-saving settings on your phone
3. Uninstall the Jabra Sound+
4. Turn Bluetooth on your smartphone off
5. Power-cycle your phone
6. While your phone is restarting, reset your Jabra device.
7. Once your phone has powered back on, reinstall the Jabra Sound+ app, but DO NOT open it
8. Turn Bluetooth on your smartphone back on
9. Make sure that the Sound+ app is running without any restrictions in your phone settings
10. Pair your Jabra device to your smartphone
11. Open the Jabra Sound+ app

If your Jabra device is not recognized by the app, please force quit the Sound+ app and turn off the Jabra device. Then launch the Sound+ app again and power the Jabra device back on.

If not resolved, please send us a chat or direct message here on Reddit.

I recently had my Jabra device replaced under the warranty. How do I delete my old device's location data in the Jabra Sound+ app?

Prerequisites

• Jabra Sound+ - iOS
• Jabra Sound+ - Android (Android devices require the use of Google Maps)

Follow these steps to delete location data used by the Find My Jabra feature:

1. Turn your Jabra device off;
2. Open the Jabra Sound+ app;
3. In the Headset menu, tap the Settings icon on the top right;
4. Tap Find My Jabra;
5. Tap the headset icon on the map;
6. In the pop-up tray, tap Delete location data;
7. Follow the onscreen prompts to complete the process.

Note: If you delete your location data, the app will not be able to locate your Jabra device. It is not possible to restore location data if it has been deleted.

How does the noise cancellation work on the Jabra Elite 7 Active/Elite 7 Pro?

We’ve designed the Elite 7 series with a so-called “closed design,” which is a crucial enabler in making the Elite 7 series our most discrete and comfortable earbuds yet—key purchase criteria among our users.

Due to the closed design and excellent sealing capabilities of the Elite 7 series, however, the passive noise cancellation (PNC) is very high, which makes the perceived difference between turning active noise cancellation (ANC) on less obvious, especially for some users, as it depends on the individual ear canal acoustics.

However, regarding total noise cancellation (ANC + PNC), we are confident that the Elite 7 series will delight users and meet their needs when blocking out their surroundings on the go.

How can I make the most out of the active noise cancellation (ANC) feature of my Jabra Elite 7 Active/Elite 7 Pro?

To make the most out of the active noise cancellation (ANC) for the Jabra Elite 7 series, ensure you have the proper fit with your earbuds to make the most out of the ANC feature on your Jabra Elite 7 series device. The earbuds should fit snugly in your ears, and the eargels should create a seal around the outside of your ear canal. Getting the best fit with your Jabra Elite 7 series earbuds will, in turn, prevent any ambient noise from getting into your audio stream. To ensure you have the proper fit, we encourage you to check out our fit guide.

Next, you will want to customize the ANC in your Jabra Elite 7 series by going to the Headset tab in the Jabra Sound+ app. Then select Personalize your headset> Active noise cancellation and follow all the on-screen prompts. Assure you are in a noisy environment when customizing the ANC on your Jabra Elite 7 series, as this will ensure you get the best results.

Please do not hesitate to message us if you have concerns. We are here for you!

How do I contact Jabra Support? I have questions, concerns, warranty inquiries, or feedback.

Please send us a chat or a direct message if you need help with your Jabra device! We are more than happy to help.

I lost my Jabra earbuds. What should I do?

If you lost your Jabra device and it is compatible with the Jabra Sound+ app, we recommend using Sound+’s Find My Jabra function to locate your product.

The Find My Jabra feature of the Jabra Sound+ uses your phone’s location data to store your device’s last known location. If you misplace your Jabra device, you can use this information to locate it using the map on your smartphone. You can also activate your Jabra device to make a sound, making it easier to find. However, if you have a true wireless device, please remember that you must have the right earbud to use the locate by sound option and connect it to your smartphone. By default, the Find My Jabra feature is disabled. You must give your Sound+ app permission to use your smartphone’s location to activate Find My Jabra. Furthermore, Find My Jabra will only work if the Jabra Sound+ app is open and running on your smartphone.

Jabra Sound+ only stores your device’s last known location and permanently deletes any previous location data. All location data is stored locally on your phone and is never shared or stored externally. If you remove permissions for the Find My Jabra feature, the app will delete all location information, and locating your Jabra device will not be possible. It is not possible to restore location data once deleted.

What audio codecs does the Jabra Elite 7 Active/Elite 7 Pro support?

• SBC (A2DP/Music)
• AAC (Advanced Audio Coding)

Why doesn’t the Jabra Elite 7 Active/Elite 7 Pro support aptX, but Elite 2, Elite 3, and Elite 4 Active do?

The Elite 2, Elite 3, Elite 4 Active, and Elite 7 series have custom 6mm drivers. However, the Elite 7 series devices offer further customizations to the acoustical system, allowing for an even more nuanced and refined sound. Codecs such as aptX are a great addition to the sound experience. Still, they are continually building on top of the acoustics, and the Elite 7 series has better acoustics than the Elite 2, Elite 3, and Elite 4 Active.

Where can I find the product documents for my Jabra device?

You can find product documents on the Support page for your device. Product documents include the following: Datasheet, How to Replace the Silicone Sleeve (only applicable to the Jabra Elite 8 Active and Elite 10 Gen 1 and Gen 2), Technical Specifications, and User Manual. For convenience, we have provided some direct links for some of our products below:

• Elite 10 Gen 2
• Elite 10
• Elite 8 Active Gen 2
• Elite 8 Active
• Elite 7 Pro
• Elite 7 Active
• Elite 5
• Elite 4 Active
• Elite 4
• Elite 3 Active
• Elite 3
• Elite 2
• Elite 85h
• Elite 85t
• Elite 75t
• Elite Active 75t
• Elite 65t
• Evolve2 65
• Evolve2 85

Please message us if you are still waiting to see your device on the list above. We will happily provide you with the link to the product documents for your Jabra device.

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Elite Technical Assistance:

How do I update the firmware on my Jabra earbuds using Jabra Sound+?

Prerequisites:

• Jabra Sound+ - Android
• Jabra Sound+ - iOS

If your earbuds are turned on and paired with your mobile device, when you open Jabra Sound+, a notification will appear when new firmware is available. The Discover icon will also pulse with a yellow glow.

To install new firmware, follow these steps.

1. Remove both earbuds from the charging case and make sure they are paired with and within range of your mobile device.
2. In Jabra Sound+, tap the Discover icon.
3. Tap Update now to start the update process and make sure to Agree to the license terms to enable the update of your Jabra device.
4. Place the earbuds in the charging case and close the lid.
5. Follow the onscreen instructions to update the device. This may take up to 15 minutes and is indicated by the LED flashing pink on the charging case.
6. After the LED has stopped flashing pink, wait at least 10 seconds before opening the charging case. If the LED continues flashing after 15 minutes, open the lid of the charging case and then close it again.
7. A notification appears in Jabra Sound+ when the firmware update is complete.

If an error occurs during the firmware update, the LED on the charging case will flash red. To restart the firmware update, make sure the charging case is connected to a power supply, remove the earbuds from the charging case, place the earbuds back in the charging case, and close the lid.

Note: Enable notifications for the Jabra Sound+ app to receive a notification on your smartphone when a firmware update is available.

How do I manually reset my Jabra earbuds to the default settings?

When you reset your Jabra earbuds, previously paired devices and settings will be cleared.

Follow these steps to reset:

1. Place both earbuds in the charging case and leave the lid open.
2. Simultaneously press and hold (10 seconds) the Left and Right buttons on the earbuds until the LED inside the charging case flashes pink.
3. Close the lid of the charging case for 5 seconds to complete the reset.

Note: You cannot reset only one of the earbuds.

After resetting, you will need to re-pair the earbuds with your mobile device. Remember to delete/forget the pairing in the Bluetooth menu on any previously paired devices.

How do I reset my device's charging case? (Not applicable to the following models: Jabra Elite 2, Elite 3, Elite 3 Active, Elite 4, Elite 4 Active, Elite 8 Active, Elite 8 Active Gen 2, Elite 10, and Elite 10 Gen 2)

Follow these steps to reset your Jabra device's charging case:

1. Put your earbuds in your charging case and plug the charging case into charge fully. Please allow up to two and a half hours for your device to fully charge.
2. Once your device is fully charged, please open the charging case, remove the earbuds, and then place the earbuds inside the case, making sure that each earbud flashes red when returned.
3. Leave the lid open and plug the charging case into a power source using the supplied USB cable and the power supply or a wall charger with a standard voltage of 5v +- 0.25v. (Note: We do not recommend charging the earbuds/case using a power supply with a higher voltage)
4. Once you see the case battery level LED indication light up near the port after 3 to 5 seconds, please close the lid.
5. Allow the earbuds and the case to charge for 2 hours to receive a full charge.

How do I reset the Smart case for my Elite 8 Active Gen 2 and Elite 10 Gen 2 earbuds?

To reset the Smart case, follow these steps:

1. Open the Smart case and leave the lid open.
2. Connect the Smart case to a power source using the supplied USB cable. The firmware for the charging case will be restarted.

Note: During this process, it does not matter if the earbuds are in the Smart case or not.

My Jabra Elite 8 Active goes into HearThrough mode when using one earbud. Is this normal, and can I turn off this feature?

When using your Jabra Elite 8 Active in mono mode, it is expected for the earbud in use to enter into HearThrough mode automatically. Currently, this feature cannot be adjusted through the Jabra Sound+ app. However, users can manually switch between Sound Modes by using the button on the Jabra Elite 8 Active left earbud or through the Jabra Sound+ app.

My Jabra Elite 10 goes into HearThrough mode when using one earbud. Is this normal, and can I turn off this feature?

When using your Jabra Elite 10 in mono mode, it is expected for the earbud in use to enter into HearThrough mode automatically. Currently, this feature cannot be adjusted through the Jabra Sound+ app. However, users can manually switch between Sound Modes by using the button on the Jabra Elite 10 left earbud or through the Jabra Sound+ app.

I’m having trouble powering on or charging my Jabra Elite device earbuds or charging case. What should I do?

We kindly suggest resetting your charging case with the instructions provided below:

1. Open the charging case and place the earbuds inside the case.
2. Leave the lid open and plug it into a power source using the supplied USB cable and the power supply or a wall charger with a standard 5v +- 0.25v output. (Note: We do not recommend charging your device using a power supply with a higher voltage).
3. Once you see the case battery level LED indication light up near the port after 3 to 5 seconds, please close the lid.
4. Allow the earbuds and the case to charge for 2 hours to receive a full charge.

For further assistance, please send us a detailed chat or direct message here on Reddit, including your email address and location. We are happy to help!

Note: the charging case cannot be reset on the Jabra Elite 2, Jabra Elite 3, Jabra Elite 4, Jabra Elite 4 Active, Jabra Elite 8 Active, Jabra Elite 8 Active Gen 2, Jabra Elite 10, and Jabra Elite 10 Gen 2. If you have one of these models and are experiencing a challenge powering on or charging your device, please send us a direct message or start a chat with us.

How do I stream audio using my Jabra Elite 8 Active Gen 2 or Jabra Elite 10 Smart Case?

To stream audio from a device to your Jabra earbuds, follow these steps.

1. Plug the Smart case into an audio output port on the device using the cable provided. When plugging into a 3.5 mm port, attach the 3.5 mm jack to the USB-C connector on the cable provided and plug it into the device.

1. Remove the earbuds from the Smart case and insert them in your ears.

1. Press the Smart case button to stream audio from the device to your earbuds. The LED on the Smart case will flash white, and you will hear a tone notification in the earbuds.

Note: Check with the device’s manufacturer to confirm that the port you are connected to supports audio output.

My device supports Spotify Tap. Can I have Spotify Tap and the voice assistant enabled at the same time?

The Spotify Tap and voice assistant use the same button control on the earbuds (a double-press on the Left button). Therefore, you cannot have both features enabled at the same time. By default, a double-press on the Left button activates the voice assistant.

The volume controls on my Jabra Elite product don't work when I have Google Assistant as my chosen voice assistant. What can I do?

To conform with Google Assistant certification, the volume controls will be disabled when Google Assistant is selected as your device's voice assistant. To remedy this, please select another voice assistant for your Jabra Elite product.

I need help with my Jabra Elite 7 Active/Elite 7 Pro. What should I do?

1. Reset your earbuds
2. Update your firmware
3. Test your Jabra device on a cell phone or tablet running a different operating system (iOS or Android) than your current device.
4. Reset your charging case:

• Open the charging case and place the earbuds inside the case.
• Leave the lid open and plug it into a power source using the supplied USB cable and the power supply or a wall charger with a standard 5v +- 0.25v output. (Note: We do not recommend charging your device using a power supply with a higher voltage).
• Once you see the case battery level LED indication light up near the port after 3 to 5 seconds, please close the lid.
• Allow the earbuds and the case to charge for 2 hours to receive a full charge.

If you continue experiencing these challenges with your Jabra Elite 7 Pro, please send us a direct message here on Reddit, including your email address and location. We are happy to assist you!

Why is my Jabra Elite 7 Pro/Elite 7 Active muting itself while connected to a computer?

We optimized the Jabra Elite 7 Pro and the Jabra Elite 7 Active for use with smartphones and tablets. Some users may successfully pair a Jabra Bluetooth device with a computer and connect to a softphone client such as Microsoft Teams. However, the full functionality of the Jabra device may be limited. For example, you may be able to send and receive audio, but the device buttons may not work for call controls like on a mobile device.