Troubleshooting
Troubleshooting: Deluxe Sleep Headphones
Using something new - especially at night - can feel unfamiliar at first. If something doesn’t seem quite right with your Deluxe Sleep Headphones, the steps below will help you get everything settled and working as intended.
And if you need support, we’re always happy to help.
1. Headphones Not Turning On or Not Charging
If your headphones aren’t powering on or don’t appear to be charging, it’s usually related to the power source.
Start here:
- Use the USB-A to USB-C cable that came in the box
- Avoid fast chargers, USB-C to USB-C cables, or high-voltage wall plugs
- Plug into a standard USB port, such as a laptop or non-fast-charging adapter
Check the LED indicator:
- Red light = charging / low battery
- Blue light = fully charged
If no light appears:
- Try a different USB-A port
- Hold the power button for 10–15 seconds to perform a soft reset
If there’s still no response, please reach out so we can check whether a replacement part is needed under warranty.
2. Bluetooth Won’t Connect, Keeps Disconnecting, or Repeats “Connected”
Most Bluetooth issues are caused by competing signals.
Try the following:
- Turn off Bluetooth on nearby devices - the headphones may be attempting to connect elsewhere
- In your Bluetooth settings, forget the device, then reconnect
- Restart Bluetooth on your phone or tablet
- Try pairing with another device to see if the issue is device-specific
If the connection briefly works and then drops out, interference is usually the cause. Clearing nearby Bluetooth signals often resolves it.
If you’ve worked through these steps and the issue continues, it may be one of those rare cases where an electrical component isn’t behaving as it should. Please get in touch with us, let us know which troubleshooting steps you’ve already tried, and we’ll organise replacement parts where needed.
3. Headphones Feel Uncomfortable
Comfort is usually about setup and speaker positioning. The headphones are adjustable in more places than most people expect.
Try this:
- Open the top zip and slide the speakers so they sit directly over your ears
- Adjust the Velcro strap for a secure but comfortable fit
- Position the mask just above the bridge of your nose to improve comfort and light blocking
A short setup video is available here:
▶️ https://www.youtube.com/shorts/XC3tCNjvwi8
If it still doesn’t feel right, message us and we’ll walk through it with you.
4. White Noise Mode Isn’t Working
You can confirm whether your headphones include white noise by checking the user guide. Earlier classic models did not include this feature.
If your model supports white noise but nothing is playing:
White noise only works when Bluetooth is off.
Steps:
- Turn the headphones on
- Ensure Bluetooth is disabled on your phone
- Hold the play/pause button for 3 seconds until the LED flashes red/blue twice
- Double-tap the “–” button to enter white noise mode
Controls in white noise mode:
- Play / pause → middle button
- Next sound → long press “+”
- Previous sound → long press “–”
If it still won’t activate or cuts out, send us a message or short video and we’ll take a look.
5. Velcro Setup Is Confusing or Won’t Stick
The Velcro is intentionally tucked inside the mask so it doesn’t catch on fabrics and stays neat when stored.
When the mask is rolled, you’ll see an elastic loop on the outside. This is designed to keep everything compact inside the carry case.
To adjust the Velcro:
- Turn the strap inside out
- The Velcro flap will pop out
- Adjust to your preferred fit
- Tuck it back in once you’re done
Video guide:
▶️ https://www.youtube.com/shorts/XC3tCNjvwi8
If the Velcro won’t attach or sit properly, please reach out and we’ll help you troubleshoot.
6. Speakers Don’t Sit Over Your Ears Properly
The speakers are fully adjustable.
- Open the top zip of the mask
- Lightly pinch the speaker itself (not the cable) and move it into place so it sits over your ears
- If they feel fixed in place at first, a small, careful tug will loosen them (do not pull the cable, however pinching the speaker is fine and will not damage it).
Once adjusted, the mask should sit flat and evenly. Small changes can make a noticeable difference.
7. The Audio Sounds Uneven or Too Quiet
If the sound feels uneven, distant, or quieter than expected, it’s usually related to speaker placement or volume settings.
First, check the speaker positioning:
- Both speakers need to sit directly over your ears for balanced sound
- If one speaker is slightly off-centre, audio can feel uneven
- Open the top zip and gently reposition the speakers as needed
Next, check your volume levels:
- Turn the volume fully up on your phone or device
- Then increase the volume on the headphones using the “+” button
It’s also worth noting that the Deluxe Sleep Headphones are intentionally balanced to protect your ears during overnight use. The sound is designed to be clear and immersive enough to help mask external noise, without reaching volumes that could cause discomfort or ear damage while you sleep.
Once the speakers are positioned correctly and both volume levels are set, the audio should feel even, comfortable, and well-balanced.
8. “It’s Not Noise-Cancelling - I Can Still Hear Sounds”
The Deluxe Sleep Headphones are not active noise-cancelling, and that’s a conscious design choice.
Active noise cancellation is designed for busy environments, not sleep. It works by generating opposing sound waves, which can feel disorienting or uncomfortable for some people when worn for long periods - especially overnight.
Instead, these headphones focus on passive noise reduction. The soft, cushioned design helps muffle background sound, while the audio you choose - white noise, rain, ocean sounds or calming music - gently masks what you don’t want to hear, without completely disconnecting you from your surroundings.
This approach allows you to:
- soften disruptive noise
- stay aware of important sounds like alarms or children
- rest more comfortably for extended wear
Many people find this creates a calmer, more natural-feeling night - quieter, but not sealed off.
9. I’ve Lost My User Guide
Yes of course you can contact us at support@sleep-dreams.com.au and we’ll send you a fresh PDF copy or you can download it from here.
10. I’ve Lost My Charging Cable
We don’t sell replacement cables, but you can use any USB-A to USB-C cable that isn’t fast-charging.
11. The White Noise Restarts with a Small Pause
If you notice a brief pause before the white noise loops, you may have one of the earlier versions of the mask. These models included a small gap between loops.
Newer versions play with a much smoother transition and a reduced gap.
Still having trouble?
The easiest way to reach us is to reply directly to your order confirmation email, which routes your message straight to our support team.
To help us move quickly, please include:
- A short video showing the issue
- The email address & order number used for your order
We’ll take it from there.