CherryAffairs Product Support
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.
Quick issue finder
Choose a common issue or search for symptoms such as “not charging”, “travel lock” or “app not connecting”.
Try a shorter term, check the product manual, or contact us privately with the product name and order number.
Contact supportSupport beyond the sale
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
Use the relevant checks below, then carry the product and issue details into a private support enquiry.
Power
First, check how your product is powered and follow only the matching steps below.
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.
Charging & battery
Charging lights and battery duration vary by model. The product manual and manufacturer instructions take priority.
Magnetic chargers can attach while sitting slightly out of position. Re-seat the cable and confirm the indicator changes.
Use the supplied cable and a standard USB source unless the manufacturer specifies another requirement. Avoid damaged adapters and cables.
Water, lubricant, lint or residue can interrupt charging. Wipe gently and allow the contacts to dry fully.
A fully depleted product may not start immediately. Follow the manual rather than testing it repeatedly during the first few minutes.
High-intensity modes use more battery. Compare runtime only after a complete charge and under normal use.
Do not store a rechargeable product fully depleted for extended periods. Keep it dry and away from excessive heat.
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.
If safe, take a short video showing the charger connection and indicator lights while connected. Keep it ready for support.
Travel lock & controls
Travel lock prevents accidental activation in storage or luggage. It is useful, but its activation method differs between products.
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.
If safe, take a short video showing the buttons pressed, indicator lights and what happens. Keep it ready for support.
App & remote control
Separate nearby Bluetooth control from internet-based partner control. A toy described as remote-controlled does not always support long-distance use.
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.
Performance
First compare the behaviour from a full charge and without pressing the motor or moving parts against a hard surface.
Low battery and low-intensity patterns can resemble a fault. Test from a complete charge and cycle through the controls.
Some motors or moving mechanisms slow or pause when pressed too firmly. Do not block moving parts.
Air-pulse sensation depends on positioning and a suitable seal. A gap can make the product seem weak even when the motor is operating.
A hollow table, loose accessory or nearby object can amplify vibration. Some mechanical sound is normal, but grinding or sudden new rattling is not.
Slight warmth during charging or extended use can occur. Stop immediately if it becomes unusually hot, smells burnt or changes shape.
Pulses, pauses and rising or falling intensity may be programmed patterns rather than power loss.
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.
Normal behaviour or possible defect?
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
Waterproof and water-resistant are not interchangeable. Use the product’s stated rating and cleaning instructions.
Do not charge a wet product or use a wet charging cable.
Use a clean soft cloth and pay attention to seams, ports and magnetic contacts.
Keep it in a ventilated area away from direct heat. Do not use a hair dryer or place it on a heater.
If it remains unresponsive or shows corrosion, stop and contact support.
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.
Sleeves & soft materials
Soft sleeves and realistic materials can behave differently from silicone. Mild tackiness may be a material characteristic rather than a defect.
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.
Defect & warranty review
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.
Provide the order number, product name and the affected variant or colour.
Explain when the issue started, whether it ever worked and any useful checks you have already tried.
Show the clean, dry product outside the body, the controls, charging indicator and the fault when safe to do so.
Keep the box and any serial number, batch code, cable or accessories requested by the brand.
Do not send intimate-use footage or identifiable body images. Demonstrate the clean product and issue outside the body.
Common questions
These answers are general. Follow the exact product manual when it gives different instructions.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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
Include your order number, product name, issue details and a short video of the clean, dry product outside the body when safe to do so.
Private product support
Complete the details below. Your product and issue are carried across automatically when you continue from the guide.