If a problem occurs…

How can I reset the earbuds?

If the functions of the earbuds are disturbed, you will need to perform a software reset. A software reset will be done each time you insert the earbuds into the charging case and wait for at least 10 seconds.

How can I perform a factory reset?

If the functions of the earbuds are faulty and a soft reset does not solve the problem, reset the earbuds to the factory settings. Among other things, this will delete all pairing settings.

You can reset the earbuds to the factory settings using the Smart Control app in the settings menu.

Using the Smart Control app is the easiest way to perform a factory reset.

Alternatively, you can reset the earbuds to the factory default settings by the following steps (well, we made it extra difficult to avoid any unintended factory resets):

  • Disconnect your ACCENTUM True Wireless from any Bluetooth connection by deactivating Bluetooth on your audio sources (smartphone etc.). If you are connected to an Auracast™ transmitter, disconnect it via the Smart Control app.
  • Only take one earbud out of the charging case.
  • Keep the other earbud inside the charging case and close the charging case lid.
  • Press and hold the touch control on the earbud outside the charging case for at least 15 seconds. As soon as the earbud LED starts alternating green/red, release the touch control.
  • After releasing the touch control, the earbud LED continues to alternate green/red.
  • Take the second earbud out of the charging case.
  • Now press and hold the touch control on the second earbud for at least 15 seconds.
  • As soon as the earbud LED starts alternating green/red, release the touch control.
  • The earbuds are now reset to the factory settings and synchronized with each other, which takes a few seconds.
  • Successful resetting to the factory settings and synchronization of the earphones is indicated by the LED, which lights up alternately blue and red.
  • When resetting to factory settings, all Bluetooth pairing settings will be deleted and your ACCENTUM True Wireless will have to be paired with your smartphone again.
I cannot hear any sound. What do I have to do?

First of all, you should restart your smartphone and check for the latest software updates for your phone.

If you can’t hear any audio, check the following:

  • Make sure that the earbuds are charged and connected to your Bluetooth device.
  • Check in the Bluetooth settings of your connected device that media and call connection is activated.
  • Make sure the earbuds are inserted into your ears correctly.
  • Increase the volume on your Bluetooth device and on the earbuds by pressing the touchpad on the right earbud until you hear the voice prompt "Volume max".
  • Make sure that the earbuds are not unintentionally actively connected to another device via Bluetooth Multipoint. Try switching off any other Bluetooth audio sources you may be connected to.

If the sound still does not work after the above steps, restart the earbuds (see "How can I reset the earbuds?").

I cannot pair the earbuds with my Bluetooth device. What can I do?

If Bluetooth pairing does not work, proceed in the following order:

  • First, you should restart your smartphone and check for the latest software updates for your phone.
  • Charge the ACCENTUM True Wireless for at least 1.5 hours to ensure they are fully charged. The charging LED pulsates yellow to indicate charging and permanent green to indicate they are fully charged.
  • Take the earbuds out of the charging case.
  • Simultaneously touch and hold the right and left touch control for 3 seconds to start pairing mode.
  • The LED of the right earbud flash red and blue.
  • Start the search for Bluetooth devices on your smartphone and select “ACCENTUM TW”.

If necessary, enter the default pin code “0000” on your smartphone. If the Bluetooth pairing still does not work after the above steps, restart the earbuds (see "How can I reset the earbuds?").

The earbuds are not charging as usual. What can I do?

Make sure that the charging contacts of the earbuds and the charging case are clean. If charging is still not possible, perform a reset and a factory reset of the earbuds.

The charging duration may be extended when using Qi wireless charging instead of USB-C charging.

How can I adjust the earbuds to a comfortable volume or make them louder?

For some Android smartphones there is a separate volume control for the Bluetooth headset and for the Android smartphone. Ensure that both volume controls are set to max. To increase volume, tap and hold the touchpad of the right earbud until you hear the voice prompt “Volume max”. Now increase the smartphone’s volume to maximum volume.

For smartphones that feature “absolute volume control” such as the Apple iPhone, there is only one volume control available, so you can either use the smartphone’s or ACCENTUM True Wireless volume control.

In addition, you might not be able to hear the full volume of the ACCENTUM True Wireless as the earphones may not sit properly in your ear. Please use the appropriate size of ear adapters so they fit snugly in your ear canal and completely seal your ears. For best results, follow the guidance in the quick guide on how best to place the earbuds into your ears.

With the Sennheiser Smart control app, you can perform an earbud fitting test to check the correct seal of your device.

What can I do when the quality of phone calls on my Windows system, e.g. with Microsoft Teams, is really poor?

If your conversation partner has difficulty understanding you during the call because a lot of ambient noise is being picked up, your Windows PC settings may be incorrect and you are using the internal microphones of the PC or notebook instead of the ACCENTUM True Wireless microphones.

Make sure that the Bluetooth audio profile of your Windows system is set to "ACCENTUM TW Hands-Free" before you make a call. The audio profiles can be checked and changed in the Windows notification bar (bottom right corner, loudspeaker symbol).

When using Microsoft Teams, also ensure that device settings for speakers and microphones are set to ACCENTUM True Wireless.

What can I do when the audio quality on my Windows system is poor?

In case the audio quality is poor and sounds “mono”, it is likely that your Windows PC settings are incorrect and you are in hands-free protocol for phone calls instead of Bluetooth stereo mode.

When listening to music or other high-quality audio content, make sure that the Bluetooth audio profile of your Windows system is set to "ACCENTUM TW Stereo". The audio profiles can be checked and changed in the Windows notification bar (lower right corner, loudspeaker symbol). You can also check whether the correct audio codec is being used in the Sennheiser Smart Control app under "Settings". In the case of phone call mode, "No audio streaming" is displayed.

When using Microsoft Teams, make sure that the device settings for speakers and microphones are set to ACCENTUM True Wireless.

My ANC (Active Noise Cancellation) performance only seems to have a limited effect. What can I do?

The ACCENTUM True Wireless blocks out ambient noise thanks to its Hybrid ANC (Active Noise Cancellation) function, which works in combination with its excellent passive noise attenuation and perfect fit in the ear canal.

The advanced system utilizes microphones on the outside and inside of the earbuds to detect ambient noise and block it out. Hybrid ANC does not have a negative impact on sound performance (i.e. the ANC system does not cause additional noise) and optimises comfort (i.e. the ANC system does not cause pressure on the ears). In case you experience only limited ANC performance, consider that in general ANC technology can only reduce ambient noise in low frequency range <1 kHz, e.g. engine sounds.

The excellent passive noise insulation of ACCENTUM True Wireless also significantly reduces ambient noise in higher frequency ranges. To achieve the best possible noise isolation and ANC performance, it is important to choose the ear adapter that best fits your ears. With the Sennheiser Smart Control app, you can perform an earbud fitting test to check the correct seal of your device. Also make sure that you have not activated the anti-wind mode in the Smart Control app to achieve maximum ANC performance.

What do I do if an error occurs during the OTA firmware update?

In case you experience any issues during the OTA firmware update of your ACCENTUM True Wireless, please follow the following steps:

  • Place both earbuds in the charging case for at least 10 seconds
  • Take the earbuds out of the charging case and reconnect them to the Sennheiser Smart Control app
  • Repeat the OTA FW update or follow the instructions in the app
What do I do if I have a Bluetooth multipoint connection with a Windows PC and cannot switch to my other device?

If you have connected a Windows PC in parallel to a second audio device (e.g. a mobile phone) and you cannot play or hear any sound from the second audio device, make sure that the audio stream on the Windows PC has been completely stopped. Some Windows systems keep the audio connection active even if you have stopped the audio connection and prevent ACCENTUM True Wireless from switching to other multipoint audio sources. This happens when the Windows system continues to use the Bluetooth hands-free protocol after a phone call, as calls take priority over listening to music. In this case, manually change the audio profile from “ACCENTUM TW Hands-Free” to “ACCENTUM TW Stereo” in the Windows notification bar (lower right corner, loudspeaker symbol).

How can I ensure that the earbuds fit perfectly?

It’s always best to test the supplied ear tips to find the size that fits you best and delivers the best sound quality. The ACCENTUM True Wireless packaging includes four different ear tip sizes (XS, S, M, L). Also try twisting the earbuds into your ear as described in the quick guide until you find a comfortable position. Please note that you may need a different size of ear adapter for each ear.

I have problems connecting my earbuds to the Sennheiser Smart Control app. What can I do?

You can try switching the Bluetooth function on your smartphone off and on again to reset the Bluetooth module or restart the smartphone.

You can try to perform a factory reset of the ACCENTUM True Wireless. After the factory reset, disconnect the ACCENTUM True Wireless, i.e. remove the "ACCENTUM TW" entries in the Bluetooth settings of your smartphone and pair the ACCENTUM True Wireless again.

How can I ensure that my voice is picked up clearly during phone calls?

If you notice that your voice cannot be heard well by the other party during a phone call, you should check the following points:

  • During phone calls, make sure that the earbuds are correctly inserted into the ear-canal and then turm them slightly.
  • Ideally, turn the earbud so that the correct beamforming angle for voice pickup is ensured (i.e. the outer microphone openings are in line with the mouth).
  • Please also check that the microphone openings are not blocked by the ear itself.

Wind can also affect the quality of the phone call.

I have deactivated touch control. Now I can no longer access pairing mode to pair with a new phone. What do I need to do?

If you deactivate touch control, all touch controls and touch sounds are disabled. This applies with one exception: You can start pairing mode at any time by pressing both touchpads simultaneously for more than three seconds when the earbuds are out of your ear. In this case, make sure that you do not cover the in-ear sensors with your fingers.

I cannot find the ACCENTUM True Wireless in my Bluetooth device list when pairing with my Windows 11 PC. What can I do?

For a seamless paring process, we have implemented Microsoft Swift Pairing. When manually establishing a new Bluetooth connection with a Windows 11 system, ensure that you have activated the “advanced” settings in the Bluetooth menu of your Windows system. Please always ensure that you have installed the latest version of your Windows system.

The controls on my earbud (such as mute, end call etc.) do not work when I am in a Microsoft Teams call. What do I need to do?

The ACCENTUM True Wireless complies to the Bluetooth standard version 5.3. When using third party communication apps like Microsoft Teams, WhatsApp, WeChat, or others, these apps may not fully comply with the Bluetooth standard, depending on the release version. Thus, we cannot guarantee full control functionality through earbud touch gestures during a call. However, we can guarantee excellent call quality through our voice pickup system.

I use a Pixel phone and I have issues automatically reconnecting my ACCENTUM True Wireless with my phone. What do I need to do?

Some users experience the problem that their Pixel phones do not automatically reconnect to their ACCENTUM True Wireless. In this case, you will need to reconnect manually via your phone's Bluetooth menu. Please update your ACCENTUM True Wireless to firmware 5.7.3 or higher via the Smart Control App to resolve this issue.

What can I do when I notice that the sound quality of the earbuds is deteriorating due to clogging?

If you notice a difference in sound quality or volume between the left and right earbuds, this may be caused by clogged ear tips and earbud nozzle. In this case, remove the ear tips from the earbuds to clean them and follow the recommended cleaning instruction as described in the section “How shall I clean and maintain my earbuds?”.

Which spare parts are available for my ACCENTUM True Wireless?

The following spare parts and accessories for the ACCENTUM True Wireless are available:

For the black variant of ACCENTUM True Wireless (ATW1 Black):

  • Earbud Set Black (ATW1 EARBUDS Black): Order No. 700265
  • Charging Case Black (ATW1 CASE Black): Order No. 700268
  • Ear Adapter Black XS, 5 Pair: Order No. 509283
  • Ear Adapter Black S, 5 Pair: Order No. 509284
  • Ear Adapter Black M, 5 Pair: Order No. 509285
  • Ear Adapter Black L, 5 Pair: Order No. 509286

For the white color variant of ACCENTUM True Wireless (ATW1 White):

  • Earbud Set White (ATW1 EARBUDS White): Order No. 700266
  • Charging Case White (ATW1 CASE White) : Order No. 700269
  • Ear Adapter White XS, 5 Pair: Order No. 509287
  • Ear Adapter White S, 5 Pair: Order No. 509288
  • Ear Adapter White M, 5 Pair: Order No. 509289
  • Ear Adapter White L, 5 Pair: Order No. 509290

For purchasing or getting further information on accessories and spare parts please visit Sennheiser’s service webpage. Please understand our Shop offer may vary for some countries. https://spares.sennheiser-hearing.com/

Are the silicone ear tip spare parts from MOMENTUM True Wireless 3 and 4 compatible to ACCENTUM True Wireless?

Yes, these parts are compatible.

How can I contact the Sennheiser service department?

Contact information of your Sennheiser service can be found here:
⁠https://sg.sennheiser-hearing.com/pages/contact/

Should you unfortunately experience problems with your device we recommend checking for troubleshooting in our Helpcenter first or, if necessary, claim a warranty (Support > Repairs): 
⁠https://spares.sennheiser-hearing.com/ 

In case of a warranty claim, always ensure to include all original order references in your message details. Your request will be routed to your country specific support team.

To follow up on existing cases, including warranty claims, always use our latest mail to respond. Ensure your response includes your requests case reference number in the mail subject line. This ensures that your response is properly registered in our systems (marked in the mails subject line, starting with a “C”).