Check cable alignment
Magnetic chargers can attach while sitting slightly out of position. Re-seat the cable and confirm the indicator changes.
CherryAffairs Product Support
Sex Toy Troubleshooting & Product Support Guide
Is your vibrator not charging, not turning on or flashing unexpectedly? Is the app or remote refusing to connect? Use this guide to troubleshoot common charging, travel-lock, Bluetooth, battery, waterproofing, cleaning and performance issues before requesting warranty support.
- Try safe checks first
- Use the product manual when available
- Keep proof for a warranty review
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.
Product-aware support
Troubleshooting this product
Use the relevant checks below, then carry the product and issue details into a private support enquiry.
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 supportPower
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
Mark the checks you completed above, then carry those details into a private enquiry.
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
Mark the checks you completed above, then carry those details into a private enquiry.
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
Mark the checks you completed above, then carry those details into a private enquiry.
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
Mark the checks you completed above, then carry those details into a private enquiry.
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
Mark the checks you completed above, then carry those details into a private enquiry.
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
Mark the checks you completed above, then carry those details into a private enquiry.
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
Mark the checks you completed above, then carry those details into a private enquiry.
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 what troubleshooting you 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.
Why is my product flashing but not starting?
Flashing can indicate charging, travel lock, low battery or pairing mode. Charge it fully and check the product manual for the exact light pattern and unlocking method.
Should I charge a new product before first use?
Yes. Rechargeable products may arrive with little battery remaining. Use the supplied or manufacturer-approved cable and follow the manual for the full charging time and indicator behaviour.
Why does the magnetic charger attach but not charge?
The magnetic pins may be sitting in the wrong orientation or slightly out of position. Re-seat the cable, confirm full contact and make sure both sides are clean and completely dry.
How do I turn off travel lock?
The method differs by model. Check the product manual first. Many products use a long press on the main button, while others use two buttons together. Do not force the controls.
Why can the app not find my product?
Charge and switch on the product, allow the app's required Bluetooth or nearby-device permissions and pair through the brand app when instructed. Close the app on other phones and restart the product, Bluetooth and app before retrying.
Why does long-distance control disconnect?
The product user's phone normally needs to remain near and connected to the toy, while both users need stable internet and the correct invitation or account connection. Test nearby control first, then test the internet connection.
Can I charge the product immediately after washing it?
No. Dry the product and charging contacts completely before connecting the cable. Follow the product's waterproof rating and cleaning instructions, and do not charge a wet product.
Why does the product feel weaker than expected?
Test it after a complete charge and cycle through all modes. Low-intensity patterns, poor air-pulse placement, excessive pressure or low battery can reduce the apparent output.
Is motor noise normal?
Some motor or mechanical sound is normal and can be amplified by hard surfaces or loose accessories. Stop use and contact support if you hear grinding, a sudden new rattle or noise together with overheating or visible damage.
Why has a soft sleeve become sticky?
Some TPE, TPR and realistic materials are naturally tackier than silicone. Clean and dry it according to the manufacturer instructions, store it separately and use renewing powder only when approved for that material.
What should I show in a warranty video?
Show the clean, dry product outside the body, the power or control buttons, the charging indicator and the reported fault when safe. Do not send intimate-use footage or identifiable body images.
Should I keep the product box and cable?
Yes. Keep the product, cable, packaging and serial or batch information until support confirms the next step. Some manufacturer warranty reviews require these items.
Private assistance
Still not working? Let us review it privately
Include your order number, product name, the checks you tried and a short video of the clean, dry product outside the body when safe to do so.
Reviewed by CherryAffairs Product Support Team. Last updated 28 July 2026. Product manuals and manufacturer instructions take priority where they differ.
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