Support produit CherryAffairs

Guide de dépannage et d'assistance produit pour jouets sexuels

Votre vibromasseur ne se charge pas, ne s’allume pas ou clignote de manière inattendue ? L’application ou la télécommande refuse de se connecter ? Utilisez ce guide pour résoudre les problèmes courants de charge, de verrouillage en voyage, de Bluetooth, de batterie, d’étanchéité, de nettoyage et de performance avant de demander une assistance sous garantie.

Find my issue Contact support
  • 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”.

Support 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.

Find a replacement Ask a general product question

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. 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. 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. 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. 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. 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.

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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?

Send the product and issue details in the support form below.

Continue with this issue

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.

Connection

Check cable alignment

Magnetic chargers can attach while sitting slightly out of position. Re-seat the cable and confirm the indicator changes.

Power source

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.

Contacts

Keep both sides clean and dry

Water, lubricant, lint or residue can interrupt charging. Wipe gently and allow the contacts to dry fully.

First charge

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.

Runtime

Test from a full charge

High-intensity modes use more battery. Compare runtime only after a complete charge and under normal use.

Storage

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?

Send the product and issue details in the support form below.

Continue with this issue

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

  1. Check the printed or online manual first.
  2. Try holding the main power button for several seconds.
  3. If there are two control buttons, check whether the manual uses a button combination.
  4. 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?

Send the product and issue details in the support form below.

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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?

Send the product and issue details in the support form below.

Continue with this issue

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.

Weak output

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.

Stops under pressure

Reduce excessive load

Some motors or moving mechanisms slow or pause when pressed too firmly. Do not block moving parts.

Air-pulse products

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.

Noise

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.

Warmth

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.

Unexpected patterns

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?

Send the product and issue details in the support form below.

Continue with this issue

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 normalPossible defect or safety concern
Mild warmth while charging or during extended useUnusually hot, painful to touch, swollen or smelling burnt
A regular motor hum or mechanical operating soundSudden grinding, a new rattle or sound together with overheating
Programmed pulses, pauses or changing intensityRandom stopping on every mode after a verified full charge
A magnetic charger that needs careful alignmentNo charging indicator after clean, dry contacts and verified alignment
Shorter runtime at the highest intensityVery short runtime immediately after a complete charge
Mild tackiness in some TPE, TPR or realistic sleevesMelting, tearing, leakage, mould or severe material deterioration
An occasional brief Bluetooth interruptionRepeated 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.

Not waterproof

Clean the usable surface carefully without wetting controls, seams, ports or charging points.

Water-resistant

May tolerate splashes or careful rinsing, but should not automatically be submerged.

Waterproof

Follow the manufacturer’s depth, duration and charging-port instructions. Waterproof does not mean boilable.

  1. 1

    Stop and disconnect

    Do not charge a wet product or use a wet charging cable.

  2. 2

    Dry the outside

    Use a clean soft cloth and pay attention to seams, ports and magnetic contacts.

  3. 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. 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?

Send the product and issue details in the support form below.

Continue with this issue

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.
Read the Material Guide Read Cleaning & Care
Still unsure whether the material is safe to use?

Send the product and issue details in the support form below.

Continue with this issue

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.

1

Order details

Provide the order number, product name and the affected variant or colour.

2

Clear description

Explain when the issue started, whether it ever worked and any useful checks you have already tried.

3

Short evidence video

Show the clean, dry product outside the body, the controls, charging indicator and the fault when safe to do so.

4

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.

Commencer une demande d'assistance Read Returns & Warranty

Common questions

Product support questions

These answers are general. Follow the exact product manual when it gives different instructions.

Pourquoi mon produit clignote-t-il mais ne démarre pas ?

Le clignotement peut indiquer la charge, le verrouillage en voyage, une batterie faible ou le mode d'appairage. Chargez-le complètement et consultez le manuel du produit pour connaître le motif lumineux exact et la méthode de déverrouillage.

Dois-je charger un nouveau produit avant la première utilisation ?

Oui. Les produits rechargeables peuvent arriver avec peu de batterie restante. Utilisez le câble fourni ou approuvé par le fabricant et suivez le manuel pour connaître la durée complète de charge et le comportement de l'indicateur.

Pourquoi le chargeur magnétique se connecte-t-il mais ne charge-t-il pas ?

Les broches magnétiques peuvent être mal orientées ou légèrement décalées. Repositionnez le câble, assurez-vous d’un contact complet et vérifiez que les deux côtés sont propres et parfaitement secs.

Comment désactiver le verrouillage voyage ?

La méthode varie selon le modèle. Consultez d'abord le manuel du produit. Beaucoup de produits utilisent une pression longue sur le bouton principal, tandis que d'autres utilisent deux boutons simultanément. Ne forcez pas les commandes.

Pourquoi l’application ne peut-elle pas trouver mon produit ?

Chargez et allumez le produit, autorisez les permissions Bluetooth ou de périphériques à proximité requises par l'application, puis associez-le via l'application de la marque lorsque cela est demandé. Fermez l'application sur les autres téléphones et redémarrez le produit, le Bluetooth et l'application avant de réessayer.

Pourquoi la télécommande à longue portée se déconnecte-t-elle ?

Le téléphone de l'utilisateur du produit doit normalement rester à proximité et connecté au jouet, tandis que les deux utilisateurs ont besoin d'une connexion internet stable ainsi que de l'invitation ou de la connexion de compte correcte. Testez d'abord le contrôle à proximité, puis testez la connexion internet.

Puis-je charger le produit immédiatement après l'avoir lavé ?

Non. Séchez complètement le produit et les contacts de charge avant de connecter le câble. Respectez la classification d'étanchéité du produit et les instructions de nettoyage, et ne chargez pas un produit humide.

Pourquoi le produit semble-t-il moins performant que prévu ?

Testez-le après une charge complète et un cycle dans tous les modes. Les motifs à faible intensité, un mauvais positionnement du pulseur d'air, une pression excessive ou une batterie faible peuvent réduire la puissance apparente.

Le bruit du moteur est-il normal ?

Un certain bruit de moteur ou mécanique est normal et peut être amplifié par des surfaces dures ou des accessoires lâches. Arrêtez l'utilisation et contactez le support si vous entendez un grincement, un nouveau cliquetis soudain ou un bruit accompagné de surchauffe ou de dommages visibles.

Pourquoi une housse souple est-elle devenue collante ?

Certains matériaux TPE, TPR et réalistes sont naturellement plus collants que le silicone. Nettoyez-les et séchez-les selon les instructions du fabricant, rangez-les séparément et n'utilisez de la poudre renouvelante que si elle est approuvée pour ce matériau.

Que dois-je montrer dans une vidéo de garantie ?

Montrez le produit propre et sec à l'extérieur du corps, les boutons d'alimentation ou de contrôle, l'indicateur de charge et le défaut signalé lorsque c'est sûr. N'envoyez pas de vidéos d'utilisation intime ni d'images corporelles identifiables.

Dois-je garder la boîte du produit et le câble ?

Oui. Conservez le produit, le câble, l'emballage ainsi que les informations de série ou de lot jusqu'à ce que le support confirme la prochaine étape. Certaines vérifications de garantie du fabricant nécessitent ces éléments.

Private assistance

Ça ne fonctionne toujours pas ? Laissez-nous l'examiner en privé.

Incluez votre numéro de commande, le nom du produit, les détails du problème ainsi qu'une courte vidéo du produit propre et sec à l'extérieur du corps lorsque cela est sûr.

Commencer une demande d'assistance WhatsApp us

Private product support

Demande d'assistance

Complétez les informations ci-dessous. Votre produit et votre problème sont automatiquement repris lorsque vous continuez depuis le guide.

Warranty claims for products bought elsewhere must be handled by the original retailer or manufacturer. CherryAffairs can still provide general guidance or help you find a replacement.

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