What to Do If the AC Charging Fails

If your device is not charging after connecting to power, please follow these steps to diagnose and resolve the issue:

Action: Check the specifications of your power adapter. The device requires a 5V/2A power adapter.
Warning: Do NOT use a 12V power supply with the USB port, as this will burn out the internal charging circuit. Damage caused by improper use is not covered under warranty.

2. Cross-Test with Different Accessories
- Action: If the device fails to charge, try using a different 5V/2A adapter and a different charging cable to rule out a faulty charger or cable.

Action: If the hardware connection is fine but there is no response, the firmware may be frozen. Open the waterproof rubber plug and long-press the Reset button for 10 seconds.
Observation: Check if there are any voice prompts or flashing lights. If the device responds, try charging it again.

If the issue persists after following the steps above, please contact customer support with the following:
- Your device NID (and ICCID for 4G mode users).
- A video recording: Show the status of the indicator lights while the device is plugged in for our engineers to review

Support Email: cs@dragontouch.com
Phone Support (US): (888) 811-1140
Business Hours: Monday – Friday, 9:00 AM – 5:00 PM (EST)
You can also submit a support ticket here: https://support.dragontouch.com/hc/en-us/requests/new

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