체리어페어스 제품 지원

성인용품 문제 해결 및 제품 지원 가이드

진동기가 충전되지 않거나 켜지지 않거나 예기치 않게 깜박이나요? 앱이나 리모컨이 연결을 거부하나요? 보증 지원을 요청하기 전에 일반적인 충전, 여행 잠금, 블루투스, 배터리, 방수, 청소 및 성능 문제를 해결하는 이 가이드를 사용하세요.

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.

Continue with this issue

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.

지원 문의 시작하기 Read Returns & Warranty

Common questions

Product support questions

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

제품이 깜빡이기만 하고 시작하지 않는 이유는 무엇인가요?

깜빡임은 충전, 여행 잠금, 배터리 부족 또는 페어링 모드를 나타낼 수 있습니다. 완전히 충전한 후 제품 설명서에서 정확한 조명 패턴과 잠금 해제 방법을 확인하세요.

새 제품은 처음 사용하기 전에 충전해야 하나요?

네. 충전식 제품은 배터리가 거의 남아 있지 않은 상태로 도착할 수 있습니다. 제공된 케이블이나 제조사 승인 케이블을 사용하고, 완전 충전 시간과 표시등 작동 방법은 설명서를 참고하세요.

자석 충전기는 왜 붙기는 하는데 충전이 되지 않나요?

자석 핀이 잘못된 방향으로 있거나 약간 위치가 어긋나 있을 수 있습니다. 케이블을 다시 꽂고 완전히 접촉하는지 확인한 후 양쪽이 깨끗하고 완전히 건조되었는지 확인하세요.

여행 잠금 기능을 어떻게 해제하나요?

방법은 모델에 따라 다릅니다. 먼저 제품 설명서를 확인하세요. 많은 제품은 메인 버튼을 길게 누르는 방식을 사용하며, 다른 제품은 두 개의 버튼을 함께 누르는 방식을 사용합니다. 조작을 무리하게 하지 마세요.

앱에서 내 제품을 찾을 수 없는 이유는 무엇인가요?

제품을 충전하고 전원을 켠 후, 앱에서 요구하는 블루투스 또는 근처 기기 권한을 허용하고 안내에 따라 브랜드 앱을 통해 페어링하세요. 다른 휴대폰에서 앱을 종료하고 제품, 블루투스, 앱을 재시작한 후 다시 시도하세요.

장거리 제어가 끊기는 이유는 무엇인가요?

제품 사용자의 휴대폰은 일반적으로 장난감 근처에 있어야 하며 연결되어 있어야 합니다. 두 사용자 모두 안정적인 인터넷과 올바른 초대장 또는 계정 연결이 필요합니다. 먼저 근거리 제어를 테스트한 후 인터넷 연결을 테스트하세요.

제품을 세척한 직후에 바로 충전해도 되나요?

아니요. 케이블을 연결하기 전에 제품과 충전 접점을 완전히 건조시키세요. 제품의 방수 등급과 세척 지침을 따르며, 젖은 상태의 제품은 충전하지 마세요.

제품이 예상보다 약하게 느껴지는 이유는 무엇인가요?

완전히 충전한 후 모든 모드를 순환하며 테스트하세요. 저강도 패턴, 부적절한 공기 펄스 위치, 과도한 압력 또는 낮은 배터리 잔량은 출력이 낮게 나타날 수 있습니다.

모터 소음은 정상인가요?

일부 모터나 기계음은 정상이며 단단한 표면이나 느슨한 부속품에 의해 증폭될 수 있습니다. 갈리는 소리, 갑작스러운 새로운 덜컹거림이나 소음이 과열 또는 눈에 띄는 손상과 함께 들리면 사용을 중지하고 지원팀에 연락하세요.

부드러운 소매가 끈적거리게 된 이유는 무엇인가요?

일부 TPE, TPR 및 리얼리스틱 소재는 실리콘보다 자연스럽게 더 끈적일 수 있습니다. 제조업체의 지침에 따라 깨끗이 세척하고 건조한 후 별도로 보관하며, 해당 소재에 대해 승인된 경우에만 리뉴잉 파우더를 사용하세요.

보증 영상에는 무엇을 보여줘야 하나요?

제품이 깨끗하고 건조한 상태에서 몸 밖에 있을 때, 전원 또는 제어 버튼, 충전 표시등, 그리고 안전할 때 보고된 고장을 보여주세요. 친밀한 사용 장면이나 신원을 알 수 있는 신체 이미지는 보내지 마세요.

제품 상자와 케이블을 보관해야 하나요?

네. 지원팀에서 다음 단계를 확인할 때까지 제품, 케이블, 포장 및 일련번호 또는 배치 정보를 보관하세요. 일부 제조사 보증 검토에는 이 항목들이 필요합니다.

Private assistance

아직 작동하지 않나요? 비공개로 검토해 보겠습니다.

주문 번호, 제품명, 문제 세부 사항과 안전할 때 제품이 몸 밖에서 깨끗하고 건조한 상태인 짧은 동영상을 포함해 주세요.

지원 문의 시작하기 WhatsApp us

Private product support

지원 문의

아래에 세부 정보를 작성하세요. 가이드에서 계속하면 제품과 문제 정보가 자동으로 입력됩니다.

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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