Check cable alignment
Magnetic chargers can attach while sitting slightly out of position. Re-seat the cable and confirm the indicator changes.
Soporte de Producto CherryAffairs
Guía de solución de problemas y soporte de productos para juguetes sexuales
¿Tu vibrador no se carga, no se enciende o parpadea inesperadamente? ¿La aplicación o el control remoto se niegan a conectarse? Usa esta guía para solucionar problemas comunes de carga, bloqueo de viaje, Bluetooth, batería, impermeabilidad, limpieza y rendimiento antes de solicitar soporte de garantía.
- Try safe checks first
- Use the product manual when available
- Keep proof for a warranty review
Quick issue finder
What is going wrong?
Choose a common issue or search for symptoms such as “not charging”, “travel lock” or “app not connecting”.
No matching guide found
Try a shorter term, check the product manual, or contact us privately with the product name and order number.
Contact supportSupport beyond the sale
Bought your product elsewhere? This guide can still help.
These general checks apply to many rechargeable, remote-controlled and app-connected products. Warranty claims must be handled by the original retailer or manufacturer, but CherryAffairs can help you understand the issue or find a current replacement.
Product-aware support
Troubleshooting this product
Use the relevant checks below, then carry the product and issue details into a private support enquiry.
Power
Why Won’t My Vibrator or Sex Toy Turn On?
Most first-use power issues come from an uncharged battery, travel lock, an unfamiliar button action or moisture on the charging contacts.
- 1
Charge it fully
Use the supplied or manufacturer-approved cable. Follow the manual for the charging time and indicator behaviour. A product may arrive with little or no battery charge.
- 2
Check the charger connection
Magnetic pins must sit in the correct orientation and make full contact. Gently clean dry contacts with a soft cloth. Do not force a connector.
- 3
Try the power action
Many products require the main button to be held rather than tapped. Hold it for several seconds, but use the exact instructions in the product manual when available.
- 4
Release travel lock
A locked product may flash without starting, appear unresponsive or require a long press or button combination. See the Travel Lock section below.
- 5
Let it dry completely
If the product was recently washed, keep the charging area dry and allow all moisture to evaporate before charging or testing it again.
i
Still completely unresponsive?
Record the charging indicator, the cable used and what happens when the power button is held. Keep the product, cable, packaging and serial information for support review.
Still not turning on after these checks?
Continue with this issue
Send the product and issue details in the support form below.
Charging & battery
Why Is My Vibrator Not Charging or Draining Quickly?
Charging lights and battery duration vary by model. The product manual and manufacturer instructions take priority.
Use an appropriate USB source
Use the supplied cable and a standard USB source unless the manufacturer specifies another requirement. Avoid damaged adapters and cables.
Keep both sides clean and dry
Water, lubricant, lint or residue can interrupt charging. Wipe gently and allow the contacts to dry fully.
Allow the stated charging time
A fully depleted product may not start immediately. Follow the manual rather than testing it repeatedly during the first few minutes.
Test from a full charge
High-intensity modes use more battery. Compare runtime only after a complete charge and under normal use.
Recharge during long storage
Do not store a rechargeable product fully depleted for extended periods. Keep it dry and away from excessive heat.
What do flashing charging lights mean?
There is no universal meaning. Depending on the model, flashing may indicate active charging, travel lock, a low battery, pairing mode or a connection problem. Check the product manual or brand instructions for the exact light pattern.
Still not charging or holding power?
Continue with this issue
Send the product and issue details in the support form below.
Travel lock & controls
How to Unlock a Sex Toy Travel Lock
Travel lock prevents accidental activation in storage or luggage. It is useful, but its activation method differs between products.
Signs that travel lock may be active
- The light flashes when a button is pressed, but the motor does not start.
- A short press does nothing, while the product still charges normally.
- The product worked previously and stopped after a long button press.
- Two buttons were pressed together before the issue appeared.
Safe unlocking approach
- Check the printed or online manual first.
- Try holding the main power button for several seconds.
- If there are two control buttons, check whether the manual uses a button combination.
- Do not force buttons or repeatedly connect and disconnect the charger.
Button behaviour can be intentional.
One button may power the product on, while another changes intensity or patterns. Some models require a long press to start and short presses to cycle modes.
Still unable to unlock or control it?
Continue with this issue
Send the product and issue details in the support form below.
App & remote control
Why Won’t My App-Controlled Vibrator Connect?
Separate nearby Bluetooth control from internet-based partner control. A toy described as remote-controlled does not always support long-distance use.
1Charge and switch onThe product must have enough battery and may need to enter pairing mode.
2Pair inside the brand appMany products should be added through the app rather than the phone’s Bluetooth settings.
3Allow required permissionsBluetooth, nearby-device or location permissions may be needed depending on the phone.
4Remove competing connectionsClose the app on other phones and disconnect previously paired remotes or devices.
5Restart both sidesRestart the product, app and Bluetooth before attempting a fresh connection.
For nearby control
- Keep the controlling phone or remote close to the product.
- Reduce walls, metal obstructions and competing Bluetooth connections.
- Confirm the product is not already connected to another phone.
For long-distance control
- The product user’s phone generally stays near and connected to the product.
- Both sides need a stable internet connection and the correct app invitation or account setup.
- Test the connection before a planned session.
Still unable to connect the app or remote?
Continue with this issue
Send the product and issue details in the support form below.
Performance
Why Does My Vibrator Feel Weak, Noisy or Stop During Use?
First compare the behaviour from a full charge and without pressing the motor or moving parts against a hard surface.
Recharge and test every mode
Low battery and low-intensity patterns can resemble a fault. Test from a complete charge and cycle through the controls.
Reduce excessive load
Some motors or moving mechanisms slow or pause when pressed too firmly. Do not block moving parts.
Check the seal and placement
Air-pulse sensation depends on positioning and a suitable seal. A gap can make the product seem weak even when the motor is operating.
Test away from hard surfaces
A hollow table, loose accessory or nearby object can amplify vibration. Some mechanical sound is normal, but grinding or sudden new rattling is not.
Distinguish mild warmth from overheating
Slight warmth during charging or extended use can occur. Stop immediately if it becomes unusually hot, smells burnt or changes shape.
Check the selected mode
Pulses, pauses and rising or falling intensity may be programmed patterns rather than power loss.
Still weak, noisy or stopping unexpectedly?
Continue with this issue
Send the product and issue details in the support form below.
Normal behaviour or possible defect?
How to Tell Normal Product Behaviour from a Possible Fault
Use this as a general comparison only. The exact manual and manufacturer instructions take priority.
| Often normal | Possible defect or safety concern |
|---|---|
| Mild warmth while charging or during extended use | Unusually hot, painful to touch, swollen or smelling burnt |
| A regular motor hum or mechanical operating sound | Sudden grinding, a new rattle or sound together with overheating |
| Programmed pulses, pauses or changing intensity | Random stopping on every mode after a verified full charge |
| A magnetic charger that needs careful alignment | No charging indicator after clean, dry contacts and verified alignment |
| Shorter runtime at the highest intensity | Very short runtime immediately after a complete charge |
| Mild tackiness in some TPE, TPR or realistic sleeves | Melting, tearing, leakage, mould or severe material deterioration |
| An occasional brief Bluetooth interruption | Repeated inability to pair with any compatible phone after reset checks |
Water, cleaning & drying
Can I Use or Charge a Sex Toy After Washing It?
Waterproof and water-resistant are not interchangeable. Use the product’s stated rating and cleaning instructions.
- 1
Stop and disconnect
Do not charge a wet product or use a wet charging cable.
- 2
Dry the outside
Use a clean soft cloth and pay attention to seams, ports and magnetic contacts.
- 3
Allow time to air dry
Keep it in a ventilated area away from direct heat. Do not use a hair dryer or place it on a heater.
- 4
Test only when fully dry
If it remains unresponsive or shows corrosion, stop and contact support.
Still not working after it has dried completely?
Continue with this issue
Send the product and issue details in the support form below.
Sleeves & soft materials
Why Is My Masturbator Sleeve Sticky or Tacky?
Soft sleeves and realistic materials can behave differently from silicone. Mild tackiness may be a material characteristic rather than a defect.
Try these care checks
- Wash only according to the manufacturer’s instructions.
- Dry every internal and external surface completely.
- Use renewing powder only when recommended for that material.
- Store separately from other products and away from heat or sunlight.
- Use a lubricant confirmed compatible with the sleeve material.
Stop using it if you see
- Tears that expose internal parts or cannot be cleaned.
- Persistent mould, unusual growth or contamination.
- Melting, severe deformation or liquid leakage.
- A sudden strong odour together with visible deterioration.
Still unsure whether the material is safe to use?
Continue with this issue
Send the product and issue details in the support form below.
Defect & warranty review
Is My Sex Toy Defective? Warranty and Evidence Checklist
Do not dispose of the product, cable or packaging until the support review is complete. Eligibility depends on the product, brand, timing and cause of the issue.
Order details
Provide the order number, product name and the affected variant or colour.
Clear description
Explain when the issue started, whether it ever worked and any useful checks you have already tried.
Short evidence video
Show the clean, dry product outside the body, the controls, charging indicator and the fault when safe to do so.
Packaging and serial
Keep the box and any serial number, batch code, cable or accessories requested by the brand.
Protect your privacy.
Do not send intimate-use footage or identifiable body images. Demonstrate the clean product and issue outside the body.
Common questions
Product support questions
These answers are general. Follow the exact product manual when it gives different instructions.
¿Por qué mi producto parpadea pero no se enciende?
El parpadeo puede indicar carga, bloqueo de viaje, batería baja o modo de emparejamiento. Cárguelo completamente y consulte el manual del producto para conocer el patrón exacto de luces y el método de desbloqueo.
¿Debo cargar un producto nuevo antes de usarlo por primera vez?
Sí. Los productos recargables pueden llegar con poca batería restante. Utilice el cable suministrado o aprobado por el fabricante y siga el manual para conocer el tiempo completo de carga y el comportamiento del indicador.
¿Por qué el cargador magnético se conecta pero no carga?
Los pines magnéticos pueden estar en la orientación incorrecta o ligeramente fuera de posición. Vuelva a colocar el cable, confirme el contacto completo y asegúrese de que ambos lados estén limpios y completamente secos.
¿Cómo desactivo el bloqueo de viaje?
El método varía según el modelo. Primero, consulte el manual del producto. Muchos productos utilizan una pulsación prolongada en el botón principal, mientras que otros usan dos botones juntos. No fuerce los controles.
¿Por qué la aplicación no puede encontrar mi producto?
Carga y enciende el producto, permite los permisos de Bluetooth o dispositivos cercanos que requiere la aplicación y empareja a través de la aplicación de la marca cuando se indique. Cierra la aplicación en otros teléfonos y reinicia el producto, el Bluetooth y la aplicación antes de intentarlo de nuevo.
¿Por qué se desconecta el control a larga distancia?
El teléfono del usuario del producto normalmente debe permanecer cerca y conectado al juguete, mientras que ambos usuarios necesitan una conexión a internet estable y la invitación o conexión de cuenta correcta. Primero prueba el control cercano, luego prueba la conexión a internet.
¿Puedo cargar el producto inmediatamente después de lavarlo?
No. Seque completamente el producto y los contactos de carga antes de conectar el cable. Siga la clasificación de impermeabilidad y las instrucciones de limpieza del producto, y no cargue un producto mojado.
¿Por qué el producto se siente más débil de lo esperado?
Pruébalo después de una carga completa y pasa por todos los modos. Los patrones de baja intensidad, una mala colocación del pulso de aire, la presión excesiva o la batería baja pueden reducir la salida aparente.
¿Es normal el ruido del motor?
Un sonido motor o mecánico es normal y puede amplificarse por superficies duras o accesorios sueltos. Deje de usarlo y contacte con soporte si escucha un rechinido, un traqueteo o ruido nuevo repentino junto con sobrecalentamiento o daño visible.
¿Por qué una funda blanda se ha vuelto pegajosa?
Algunos materiales TPE, TPR y realistas son naturalmente más pegajosos que el silicón. Límpialo y sécalo según las instrucciones del fabricante, guárdalo por separado y usa polvo renovador solo cuando esté aprobado para ese material.
¿Qué debo mostrar en un video de garantía?
Muestre el producto limpio y seco fuera del cuerpo, los botones de encendido o control, el indicador de carga y la falla reportada cuando sea seguro. No envíe imágenes de uso íntimo ni imágenes corporales identificables.
¿Debo conservar la caja del producto y el cable?
Sí. Mantenga el producto, el cable, el embalaje y la información de serie o lote hasta que el soporte confirme el siguiente paso. Algunas revisiones de garantía del fabricante requieren estos elementos.
Private assistance
¿Todavía no funciona? Revisémoslo en privado.
Incluya su número de pedido, nombre del producto, detalles del problema y un video corto del producto limpio y seco fuera del cuerpo cuando sea seguro hacerlo.
Private product support
Consulta de soporte
Complete los detalles a continuación. Su producto y problema se trasladan automáticamente cuando continúa desde la guía.