Tranya FAQ

Frequently Asked Questions

If you haven't received the shipping notification, please e-mail service@tranya.com with your order number and your request to cancel/modify, we will try to accommodate your request before your order enters processing at our warehouse.Our customer service will help you cancel or modify the order within 24 hours after receiving your email. Since the email is not an instant reply, we may find that your order has been sent when we process your email within 24 hours. In this case, we can only say sorry for that, and we can't help you cancel or modify the order anymore. So please check the order information carefully before placing the order.If you have received the shipping notification, please note that we CANNOT cancel or modify orders anymore. Therefore, please wait for your package to arrive and you may either keep it or contact us to return for a refund. Please DO NOT refuse the delivery as the undelivered package will be destroyed by the third-party logistics.
If you are unable to purchase the product, it may be caused by the following reasons:First, confirm the product you are buying. Some products are only available in certain regions, like T10 used, T3,  and T40 are only available in US.Second, your order has high risk of fraud detected. Once this appears, the order will be marked then we will refund the customer. This situation is for all the potential fraudulent orders, not just yours.Third, your area is a remote area, and the logistics provider cannot deliver the goods.

Generally, carriers take a few days to update tracking information due to peak season.

For the first few days, it may not show anything.

Updates to tracking information are largely operator-dependent.

Generally, cross-border logistics will not be updated in real time like local logistics.

Tracking information is updated more frequently as packages arrive in your country.

We will ship the item within 3-5 days, you can check the shipping status later.

Generally speaking, we ship within 3-5 days, you will receive an email after delivery. Since we ship internationally, there may be a delay in the logistics update. You can check the logistics information on our website three days after the shipment.For some specific countries (such as Brazil, Chile, etc.), the waiting time may be relatively long, and the logistics information is temporarily unavailable until the product arrives in the country. After about 10 days, after the product arrives in the designated area, you can enter our website to inquire about the specific logistics information of the product.

After your payment is confirmed, we need 1-3 days to handle the order, then send it to the delivery company, the delivery company needs checks and records, then arrange shipping. As standard, it needs 3-5 days to update the first tracking information. Please contact us if there is no information within 7 days.  You can track your parcel at https://www.17track.net/en  or http://hk.yuntrack.com/Track/Detail/

by typing your tracking number. 

We have our own warehouses in different countries. If we ship from the warehouse base at your location, it usually takes 5-8 business days to receive the delivery.

For individual items, it usually takes 12-20 days for delivery if we ship from China, and 5-8 days if we ship from the warehouse.

Because we are transnational logistics, for some countries (such as Brazil, Chile, etc.), the logistics information is temporarily unavailable until the product arrives in the designated area. After about 10 days, after the product arrives in the designated area, you can check the specific logistics information of the product.

You can check the logistics information on our website after ten days.

1. Put your tracking number" SFCxxx..x" at website: https://www.17track.net/enYou can track it from China to Brazil.

2. Then you will find a Correios tracking number like " NLxxx..xxBR "You can track it at website: https://www.17track.net/en or https://www.correios.com.br/

3. If you want to change your delivery address, please contact Correios. Correios Brazil phone number : Correios Brazil:03301239910

4. If you still have any questions, please contact the email: support@tranya.com

Redeem your  voucher code from Sweatcoin

5 sweat coins are used to get voucher code.  Use the code to enjoy 50% off your products.

1、CHOOSE

Get the voucher code from Sweatcoin, then go to tranya.com. Choose your favorite Tranya products on website.

2、CART&PAY

Add your products to the cart or just pay for them directly, then you will reach the checkout page.

3、ENTER YOUR CODE

Enter your exclusive voucher code to the blank at checkout, click "Apply", the total price will be reduced

NOVNAE16 NOVNAS24 NOVUKE16 NOVUKS24 NOVEUE16 NOVEUS24 NOVRWE16 NOVRWS24 

No, it is not free.

The sweatcoins are only used to get the 50% discount.

When you get the discount, if you want to get the product, you need to pay half of the price of the item with your personal money on our website with the 50% off discount code showed on Sweatcoin at checkout.

Please follow the procedure below to purchase:

①CHOOSE

Choose your favorite Tranya products on home page or product collection.

②CART&PAY

Add your products to the cart or just pay for them directly, then you will reach the checkout page.

③ENTER YOUR CODE

Enter the exclusive 50% off discount code to the blank ,click "Apply", the total price will be reduced.

As sweatcoins são usadas apenas para obter o desconto de 50%.Quando você recebe o desconto, se quiser obter o produto, precisa pagar metade do preço do item com seu dinheiro pessoal em nosso site com o código de desconto de 50% exibido no Sweatcoin no checkout.Escolha o seu produto favorito e use o código JAMES50 para usufruir de um desconto de 50% na finalização da compra.

①ESCOLHER

Escolha seus produtos Tranya favoritos na página inicial ou na coleção de produtos.

②CARREGAR E PAGAR

Adicione seus produtos ao carrinho ou apenas pague por eles diretamente, então você chegará à página de checkout.

③INSIRA SEU CÓDIGO

Insira o código de desconto exclusivo de 50% no espaço em branco, clique em "Aplicar", o preço total será reduzido.

NOVRWE16 NOVRWS24 

Não, não é gratuito.

As sweatcoins são usadas apenas para obter o desconto de 50%.

Quando você obtém o desconto, se deseja obter o produto, precisa pagar metade do preço do item com seu dinheiro pessoal em nosso site com o código de desconto de 50% exibido no Sweatcoin no checkout.

Por favor, siga o procedimento abaixo para comprar:

①ESCOLHER

Escolha seus produtos Tranya favoritos na página inicial ou na coleção de produtos.

②CARREGAR E PAGAR

Adicione seus produtos ao carrinho ou apenas pague por eles diretamente, então você chegará à página de checkout.

③INSIRA SEU CÓDIGO

Insira o código de desconto exclusivo de 50% no espaço em branco, clique em "Aplicar", o preço total será reduzido.

For tutorial video, you can just watch them from our official youtube channel, check here:

https://www.youtube.com/c/TRANYA/videos

As we understand how important support it is to our customers, we open different channel for you in order to reach us.Official websiteyou can contact us by filling the form out at our contact us page, or you can just leave a message at our live chatbox, we will reply within 24-48 hours. emailservice@tranya.com (official website order)

support@tranya.com (Amazon order) 

Visit our Support Center for more information.

BUSINESSMarketing Inquiries: market@tranya.comwholesale and Distributors: market@tranya.comproduct Review Requests: market@tranya.comaffiliate Inquiries: market@tranya.com

1. If the correct order number cannot be provided, it will be difficult to provide effective warranty services;

2. The product exceeds the warranty period;

3. Man-made damage.

If a defective happens when you receive the product, you have the right to ask full refund. We will send you a refund once your return is received and confirmed your returned item. To ask refund, please contact our customer service via email service@tranya.com.

If you purchase the product at our authroized reseller, you must contact our reseller directlybecause we do not have your order details. But you are always welcome to ask online tech support from us all the time.
The 12-month warranty period begins on the date you purchase the product.If it exceeds 12 months, we will not be able to provide warranty service for your productIf our products have quality problems within 12 months, we will provide you with free replacement, you only need to pay for shipping. Or if you have any product after-sales questions, you can contact us.step:1. Provide your order number2. Inform your after-sales questions and provide product videos3. Send E-mail to sevice@tranya.com

1. Delete the pairing record on your device, turn off the Bluetooth and turn it on again to pair it with your earbuds again.

2. Pick up both earbuds and turn them off;

3. Press and hold BOTH earbuds up to 6-8s until the red lights blink;

4. Reconnect the earbuds,then they will sync together and enter the pairing mode automatically.

5. Tutorial Youtube link: https://www.youtube.com/watch?v=mbm3yNy0Q0c

1. Turn off the earbuds, then put them back to the charging case

2. Long press the earbuds for 8 seconds until the indicators light for 3 seconds

3. Take the earbuds out of the case and reconnect it with your device

If your Tranya T10B or T10 Pro earbuds can't sync with each other, please follow these steps.(TWS)Step 1: Pick up both earbauds from the charging case, then turn them off through long pressing the button for 4 secondsStep 2: Make sure the earbuds are turned off, then press and hold the buttons for 6-8 seconds until the red LEDs start flashingStep 3:The earbuds will sync together and enter the pairing mode automatically

The earbuds will automatically connect to the last-paired device for convenient using. If the earbuds can't connect to your phone, pls try the following steps:

  1. Make sure whether you have removed our earbuds from the bluetooth list of last-paired device or turn off its bluetooth function.
  2. then you can find our earbuds on the bluetooth list of your new device and connect it.

If you still can't connect our earbuds to your device, pls contact the customer service for help.

1.Confirm the charging case has power left (there are four lights indicates the battery level of the case).

 

2.Ensure all charging contact pins on the earbuds and the charging case are completely clean and dry of sweat and water.Then put earbuds correctly into the case. 

 

①Clean the charging slot on charging case.

 

②Clean the charging connector on earbuds.

3.Connect the case with the included USB-C cable and plug it into a USB power source.

If the earbuds stop working, please try the following steps:

1.Please make sure whether the earbuds can be charged or not. When the earbuds are charging, the indicators of the earbuds will light.

2.If the indicators are not lighting, pls clean the the charging slot of the charging case and the contact surface of the earbuds by alcoholic swab.

The earbuds would not power off automatically when the case is at low battery or out of power. Please recharge the case. And you can long press for four seconds to power on and long press for four seconds to power off the earbuds.

  1. Please make sure there is no wax or dust stuck in earbud's mesh, you can clean the earbuds mesh with cotton swab, or pin. If cleaning doesn't help, you can remove the earbuds mesh, which won't damage the earbuds.
  2. Reset the earbuds. (TWS)
  3. Make sure you have turned up the volume from the earbuds and the devices.

There are usually lots of underground cable lines along the places mentioned above, which might cause electromagnetic interference and result in the signal interruption.

Please follow the instructions:

(1) Install the“GloryFit” APP in Google Play or APP store and allow all authorizations required by GloryFit.

(2) Make sure both of your watch and mobile phone Bluetooth are turned on. And it would be better that the distance between the mobile phone and the watch is less than 1m.

(3) If the watch is not connected to the mobile phone through the GloryFit APP, but directly through the Bluetooth search, please delete the watch "TranyaGo" from the Bluetooth list of your mobile phone.

(4) If you want to connect to another new phone, please unbind the watch on the original phone through the GloryFit APP first. (If the original phone is an iOS system, you also need to delete the watch TranyaGo from the Bluetooth list of the phone).

Please follow the instructions:

(1) Make sure that you have authorized the SMS/APP notification for the Gloryfit APP. 

(2) Ensure that the watch is connected to the mobile phone through the GloryFit APP.

(3) Make sure "Do not disturb" mode on the watch is turned off.

(4) Ensure that the SMS reminder and APP reminder of the GloryFit APP are turn on.

(5) Make sure that your GloryFit APP is always running in the background.

 

Note: Some Android phones automatically close APPs running in the background every 10-15 minutes. If GloryFit APP is stopped by the system, the watch will not receive any information notification.

You can keep the GloryFit APP running in the background through “Setting” in your phone.

If you don't know how to set it, you can search "your mobile phone brand + how to keep the APP running in the background?" in Google.

The time and weather of the watch are synchronized with your smart phone.

(1) Please make sure that your watch has been connected to your phone through the GloryFit APP, and keep the GloryFit running.

(2) At the same time, the "Location" of your mobile phone is turned on.

Sleep data is accurate.

Sleep data is mainly based on heart rate and wrist movement range. When you are asleep, the heart rate will decrease significantly. When you are lying in bed and playing with your phone for a long time, and your heart rate and wrist movements are similar to the state of sleep, the watch may determine that you are asleep. However, the third-generation algorithm of our watch has fixed this problem.

(1) Wearing the watch with moderate tightness, and the sensor behind the watch should be close to the skin.

(2) Switch to the corresponding sports mode when exercising.

Open the GloryFit APP — Click the weather icon in the upper left corner of the "Home" interface — Choose ℃ / ℉ which is in the upper right corner of the weather interface

Open the GloryFit APP — Click "Universal settings" in the "Device” interface — Click "Time system"—Select 12-hour system or 24-hour system

If the watch can't be charged, you could try to follow the below steps:①Make sure that your charging head has no problem②Clean the charging hole③Reset the watch

If the sound is cutting in and out/ has static sound/microphones don't work, pls reset the whole earbuds.

1. turn off the earbuds, then put them back to the charging case and you will see the indicator light2. long press the earbuds for 8 seconds until the red indicators light3. double tape the earbuds within 10 seconds once the red indicators light4. reconnect it with your device

If your Tranya T20 earbuds can't sync with each other, please follow these steps. (TWS)Step 1: Pick up both earbuds from the charging case, then turn them off through long pressing the button for 4 seconds.Step 2: Make sure the earbuds are turned off, then press and hold the buttons for 6-8 seconds until the white LEDs light, then double tap both earbuds within 5s and you will see the red LEDs flash.Step 3: The earbuds will sync together and enter the pairing mode automatically.

The earbuds will automatically connect to the last-paired device for convenient using. If the earbuds can't connect to your phone, pls try the following steps:

  1. Make sure whether you have removed our earbuds from the bluetooth list of last-paired device or turn off its bluetooth function.
  2. then you can find our earbuds on the bluetooth list of your new device and connect it.

If you still can't connect our earbuds to your device, pls contact the customer service for help.

1.Confirm the charging case has power left (there are four lights indicates the battery level of the case).

 

2.Ensure all charging contact pins on the earbuds and the charging case are completely clean and dry of sweat and water.Then put earbuds correctly into the case. 

 

①Clean the charging slot on charging case.

 

②Clean the charging connector on earbuds.

3.Connect the case with the included USB-C cable and plug it into a USB power source.

If the earbuds stop working, please try the following steps:

1. Please make sure whether the earbuds can be charged or not. When the earbuds are charging, the indicators of the earbuds will light.

2. If the indicators are not lighting, pls clean the charging slot of the charging case and the contact surface of the earbuds by alcoholic swab.

The earbuds would not power off automatically when the case is at low battery or out of power. Please recharge the case. And you can long press for four seconds to power on and long press for four seconds to power off the earbuds.

  1. Please make sure there is no wax or dust stuck in earbud's mesh, you can clean the earbuds mesh with cotton swab, or pin. If cleaning doesn't help, you can remove the earbuds mesh, which won't damage the earbuds.
  2. Reset the earbuds. (TWS)
  3. Make sure you have turned up the volume from the earbuds and the devices.

If your earbuds stop syncing with each other, please follow the below steps:

1. Pick up both earbuds and turn them off.

2. Press and hold BOTH earbuds up to 6-8s until the red lights blink.

3. The earbuds will sync together and enter the pairing mode automatically.

4. Tutorial Youtube link: https://www.youtube.com/watch?v=TCrLjRC8IVY

If the sound is cutting in and out/ has static sound/microphones don't work, pls reset the whole earbuds.

1.Remove the T30 earbuds from the bluetooth list of your device2.Put both earbuds back to the charging case, then take them out from the case3.Turned on the earbuds, then tap the left or right earbuds 5 times until the white LEDs flash for 3 seconds4. Reconnect it with your device

If your Tranya T30 earbuds can't sync with each other, please follow these steps.(TWS)Step 1: Pick up both earbuds from the charging case, then turn them off through long pressing the button for 4 seconds.Step 2: Make sure the earbuds are turned off, then press and hold the buttons for 8 seconds until the red LEDs start flashing.Step 3: The earbuds will sync together and enter the pairing mode automatically.

The earbuds will automatically connect to the last-paired device for convenient using. If the earbuds can't connect to your phone, pls try the following steps:

  1. Make sure whether you have removed our earbuds from the bluetooth list of last-paired device or turn off its bluetooth function.
  2. then you can find our earbuds on the bluetooth list of your new device and connect it.

If you still can't connect our earbuds to your device, pls contact the customer service for help.

1.Confirm the charging case has power left (there are four lights indicates the battery level of the case).

 

2.Ensure all charging contact pins on the earbuds and the charging case are completely clean and dry of sweat and water.Then put earbuds correctly into the case. 

 

①Clean the charging slot on charging case.

 

②Clean the charging connector on earbuds.

3.Connect the case with the included USB-C cable and plug it into a USB power source.

If the earbuds stop working, please try the following steps:

1. Please make sure whether the earbuds can be charged or not. When the earbuds are charging, the indicators of the earbuds will light.

2. If the indicators are not lighting, pls clean the charging slot of the charging case and the contact surface of the earbuds by alcoholic swab.

The earbuds would not power off automatically when the case is at low battery or out of power. Please recharge the case. And you can long press for four seconds to power on and long press for four seconds to power off the earbuds.

  1. Please make sure there is no wax or dust stuck in earbud's mesh, you can clean the earbuds mesh with cotton swab, or pin. If cleaning doesn't help, you can remove the earbuds mesh, which won't damage the earbuds.
  2. Reset the earbuds. (TWS)
  3. Make sure you have turned up the volume from the earbuds and the devices.

There are usually lots of underground cable lines along the places mentioned above, which might cause electromagnetic interference and result in the signal interruption.

1. Delete the pairing record on your device, turn off the Bluetooth.

2. Pick up both earbuds and turn them off;

3. Press and hold BOTH earbuds up to 6-8s until the red lights blink;

4. Reconnect the earbuds,then they will sync together and enter the pairing mode automatically.

If the sound is cutting in and out/ has static sound/microphones don't work, pls reset the whole earbuds.

1. Turn off the earbuds, then put them back to the charging case.2. Long press the earbuds for 8 seconds until the indicators light for 3 seconds.3. Take the earbuds out of the case and reconnect it with your device.

If your Tranya M10/M10B earbuds can't sync with each other, please follow these steps. (TWS)

1. Please long press the earbuds for 5s to turn them off manually outside the case.

2. Then long press the earbuds and hold on 8s, put them back to the charging case.

3. Now please take the earbuds out of the case and reconnect from your device.

The earbuds will automatically connect to the last-paired device for convenient using. If the earbuds can't connect to your phone, pls try the following steps:

  1. Make sure whether you have removed our earbuds from the bluetooth list of last-paired device or turn off its bluetooth function.
  2. then you can find our earbuds on the bluetooth list of your new device and connect it.

If you still can't connect our earbuds to your device, pls contact the customer service for help.

1.Confirm the charging case has power left (there are four lights indicates the battery level of the case).

 

2.Ensure all charging contact pins on the earbuds and the charging case are completely clean and dry of sweat and water.Then put earbuds correctly into the case. 

 

①Clean the charging slot on charging case.

 

②Clean the charging connector on earbuds.

 

3.Connect the case with the included USB-C cable and plug it into a USB power source.

 If the earbuds stop working, please try the following steps:

  1. Please make sure whether the earbuds can be charged or not. When the earbuds are charging, the indicators of the earbuds will light.
  2. 2.If the indicators are not lighting, pls clean the the charging slot of the charging case and the contact surface of the earbuds by alcoholic swab.

The earbuds would not power off automatically when the case is at low battery or out of power. Please recharge the case. And you can long press for four seconds to power on and long press for four seconds to power off the earbuds.

  1. Please make sure there is no wax or dust stuck in earbud's mesh, you can clean the earbuds mesh with cotton swab, or pin. If cleaning doesn't help, you can remove the earbuds mesh, which won't damage the earbuds.
  2. Reset the earbuds. (TWS)
  3. Make sure you have turned up the volume from the earbuds and the devices.

There are usually lots of underground cable lines along the places mentioned above, which might cause electromagnetic interference and result in the signal interruption.