CherryAffairs 產品支援

性玩具疑難排解與產品支援指南

您的按摩棒無法充電、無法開機或意外閃爍嗎？應用程式或遙控器無法連線嗎？在申請保固支援前，請使用本指南排解常見的充電、旅行鎖定、藍牙、電池、防水、清潔和效能問題。

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

Product-aware support

Troubleshooting this product

Use the relevant checks below, then carry the product and issue details into a private support enquiry.

Browse support topics Continue to support

Power

Why Won’t My Vibrator or Sex Toy Turn On?

First, check how your product is powered and follow only the matching steps below.

Rechargeable product

Uses a charging cable

  1. Charge it fully. Use the supplied or manufacturer-approved cable and follow the manual’s full charging time.
  2. Check the connection. Re-seat magnetic pins or the charging connector. Ensure all contacts are clean, dry and correctly aligned.
  3. Check the charging indicator. Note whether the light is steady, flashing or absent. Indicator behaviour varies by model.
Replaceable-battery product

Uses removable batteries

  1. Remove any battery pull tab. New products may contain a plastic tab that prevents contact during storage.
  2. Install fresh, compatible batteries. Use the battery type, quantity and voltage stated in the manual.
  3. Check the polarity. Confirm every battery follows the + and − markings.
  4. Close the compartment completely. Align the cap, cover and waterproof seal as shown in the manual. Do not force it.
  5. Do not mix batteries. Do not combine old and new batteries, different brands or different battery types. Avoid household rechargeable batteries unless the manufacturer permits them.
  6. Check separate controls. A wireless remote and the main product may each require their own batteries.
i

Checks for both types

  • Confirm you are pressing the correct power button and holding it for the time stated in the manual.
  • Check whether travel lock is active.
  • If the product was recently cleaned, allow it and any charging or battery compartment area to dry completely.
  • Stop immediately if there is overheating, swelling, leakage, corrosion, a burning smell or damaged wiring.
Still not turning on after these checks?

If safe, take a short video while charging, when you try to switch it on, or both. Include the indicator lights and, where relevant, the charger connection or battery compartment. Keep it ready for support.

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?

If safe, take a short video showing the charger connection and indicator lights while connected. Keep it ready for support.

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?

If safe, take a short video showing the buttons pressed, indicator lights and what happens. Keep it ready for support.

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?

If safe, take a short video or screen recording showing the product, indicator lights and connection issue. Hide notifications and personal details. Keep it ready for support.

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?

If safe, take a short video showing the clean, dry product outside the body and the weak output, noise or stopping behaviour. Keep it ready for support.

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?

Only when fully dry and safe, take a short video showing the product and what happens when you try to switch it on. Keep it ready for support.

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?

If safe, take a short video showing the clean product and the material concern. Do not continue handling a leaking, melting or contaminated product. Keep it ready for support.

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.

提交支援查詢 Read Returns & Warranty

Common questions

Product support questions

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

為什麼我的產品一直閃爍卻無法啟動？

閃爍可能表示正在充電、旅行鎖定、電量不足或配對模式。請將其充滿電，並查閱產品手冊以確認確切的燈光模式和解鎖方式。

新產品首次使用前需要充電嗎？

是的。可充電產品送達時可能只剩少量電量。請使用隨附或製造商核准的充電線，並依照說明書確認完整充電時間及指示燈的運作方式。

為什麼磁吸式充電器能吸附，卻無法充電？

磁性插針可能方向錯誤或位置稍有偏移。請重新插好纜線，確認完全接觸，並確保兩側乾淨且完全乾燥。

如何關閉旅行鎖？

操作方法因型號而異。請先查閱產品手冊。許多產品需要長按主按鈕，而其他產品則需要同時按下兩個按鈕。請勿強行操作控制鍵。

為什麼應用程式找不到我的產品？

為產品充電並開啟電源，允許應用程式所需的藍牙或附近裝置權限，並在系統提示時透過品牌應用程式進行配對。重試前，請關閉其他手機上的應用程式，並重新啟動產品、藍牙及應用程式。

為什麼遠端控制會斷線？

產品使用者的手機通常需要靠近玩具並保持連線，而兩位使用者都需要穩定的網際網路，以及正確的邀請或帳戶連結。請先測試近距離控制，再測試網際網路連線。

清洗產品後可以立即充電嗎？

不可以。連接充電線前，請將產品與充電接點徹底擦乾。請遵循產品的防水等級與清潔說明，切勿為潮濕的產品充電。

為什麼產品感覺比預期的弱？

在完全充電後進行測試，並逐一使用所有模式。低強度模式、氣脈位置不佳、壓力過大或電池電量不足，都可能降低實際感受到的輸出。

馬達有噪音正常嗎？

部分馬達或機械聲音屬正常現象，硬質表面或鬆動的配件可能會放大這些聲音。如果聽到磨擦聲、突然出現的新嘎嘎聲，或噪音伴隨過熱或明顯損壞，請停止使用並聯絡客服。

為什麼軟套會變得黏黏的？

某些 TPE、TPR 和仿真材質天生比矽膠更具黏性。請依照製造商的說明清潔並晾乾，分開存放，且僅在該材質獲准使用時才使用保養粉。

保固影片中應該展示什麼內容？

在安全的情況下，展示身體外部的乾淨、乾燥產品、電源或控制按鈕、充電指示燈，以及所顯示的故障。請勿傳送私密用途的影片或可識別身分的身體影像。

我應該保留產品盒和纜線嗎？

是的。請保留產品、線材、包裝以及序號或批號資訊，直到客服確認下一步。有些製造商的保固審查需要這些物品。

Private assistance

還是無法運作嗎？讓我們私下檢視一下。

在安全可行的情況下，請提供您的訂單編號、產品名稱、問題詳情，以及一段產品乾淨且乾燥、置於身體外部的簡短影片。

提交支援查詢 WhatsApp us

Private product support

支援查詢

請填寫以下詳細資料。當您從指南繼續操作時，您的產品和問題會自動帶入。

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.

* Required fields