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FAQ

• My product is faulty. What do I do?

  We offer a 'return to retailer' warranty on our products. In case of a defect, you can return the product to your retailer with failure description, proof of purchase and all accessories. During the warranty period you will receive a replacement product from the retailer if available. For full warranty conditions you can consult: https://www.trust.com/support/warranty

• Can the powerbank charge my tablet?

  Portable batteries that have 10W or 2A output can charge tablets. If the portable battery has 5W or 1A output, it can charge smartphones but not tablets (except for iPad mini).

• Can the portable battery fully charge my phone?

  This depends on battery capacity (mAh) of your phone and age of the battery. The bigger the capacity of the battery, the more likely it can charge your smartphone fully, or even multiple times.

• How long do I need to charge the powerbank for the first time?

  We always recommend to fully charge the powerbank for the first time. The time for a full charge depends on the capacity of the powerbank, the remaining power in the powerbank and the power supply. Please consult the quick manual for the estimated charging time for the first use. If your device is actively in use during the charging process, the charging performance may be elongated.

• How can I tell when power bank is fully charged?

  Most of our powerbanks are equiped with battery status indicators. In general, when all the indicators turn off, it means that the battery is fully re-charged. For further details, about the indicators, please refer to the quick manual.

• What can I do when the powerbank doesn't seem to work?

  You can conduct some simple tests to identify the issue. If the powerbank can't charge the device, make sure the powerbank is fully recharged. If the powerbank is charged, the issue will most likely be with the cable. You can try to use another cable to charge your device. If it still doesn't work, the issue might be with the powerbank itself. You should contact the support team via the 'ask a question' section.

• Why does it sometimes take more time to charge the powerbank?

  Even though you may use the same charging method, the charging time may differ due to environment, temperature, power flow, etc.

• Why is the powerbank unable to charge my tablet?

  If your powerbank can't charge your tablet, check the following: - We recommend a powerbank with 2A output to charge tablets. While some tablets can accept lower input (1A or 1.5A), the charging is slower and sometimes can only be charged when the tablet is in sleep mode. - Some tablet;s cables might not be compatible with a powerbank due to different cable chipset design. For Samsung Galaxy Tab in particular, we recommend using the cable and connector meant for the powerbank.

• Why is the powerbank unable to charge my smartphone?

  If your powerbank can't charge your phone, check the following: - Check if the capacity of the powerbank is suitable for your phone. - Some smartphone cables might not be compatible with a powerbank due to different cable chipset design. We recommend using the cable and connector meant for the powerbank.

• What is the lifespan of the powerbank?

  Generally, a properly maintained powerbank can retain up to 80-90% of its original capacity at 500 charge and discharge cycles. (charge then discharge = 1 cycle, regardless of whether you charge/ discharge it partially or fully).

• The powerbank feels warm when (dis)charging. Is this normal?

  It is normal for the charger and device to get warm during charging and discharging. They may get even warmer if you use your device while charging.

• Are powerbanks allowed to be taken on board of a flight?

  In general all our powerbanks are suitable for air travel, since they confirm to the general requirements of a capacity of less than 100 Wh (Watt hours) and 2 grams lithium, as long as you keep the powerbank in the carry-on/hand luggage (and not in checked luggage) and declare the powerbank at customs. However, requirements depend on the airport you are travelling from and the airline you are travelling with. We advise to always check in person with the airline, by either calling or chatting, before travelling for more information. To determine Wh: (mAh x 3.7V)/1000 For example, a 20.000 mAh powerbank would be (20000 x 3.7)/1000 = 74 Watt-hours.

• My powerbank doesn't turn on.

  When your powerbank doesn't turn on, check the following: It is possible that your powerbank is fully drained. Please charge your powerbank. The indicator will start blinking when the powerbank receives sufficient power. It is possible that your powerbank went into sleep-mode. The powerbank will automatically cut-off the power and go into sleep-mode when it detects possibility of over-charge/ over-discharge/ short-circuit. This is sometimes due to faulty cable issue. Please activate the sleeping powerbank by charging it with a good condition cable.

• Why does my powerbank battery seem to drain very fast?

  Generally, a well maintained powerbank can retain up to 80-90% of its original capacity. Please check the original battery capacity of your device and the capacity of the powerbank. The number of times a powerbank can charge your device depends on the capacity of both the powerbank and the device. It is best not to attach cables to the powerbank when not in use.

• Where is your service center? Or where can I send my product to be repaired?

  Unfortunately, we do not have service centers to repair products. A defective product should be replaced by your point of purchase during the warranty period.

• Can I use any USB cable for charging my device with a powerbank?

  For best performance, use either the included cable from the powerbank, or the original cable from your device (phone/tablet/etc). Some cables are missing wires on the inside, which limits the maximum power that can be transferred so charging goes slower or doesn't work at all.

• When I charge the powerbank, only a LED is blinking

  When the powerbank is charging the light of the status bar will be flashing blue, this is normal behavior. Every blue led is a status: 1 led > 25% charged 2 leds > 50% charged 3 leds > 75% charged 4 leds > 100% charged The upper led could keep blinking as long as the powerbank is connected to the power source. Please disconnect the powerbank from the power source, when the powerbank is charged. Now you can start charging your phone/tablet. Try both cables to charge the device: the supplied cable and an original charging cable of your phone/tablet.

• Can I charge the powerbank, while it is charging another device?

  This powerbank doesn't support this pass-through charging function.

• What does the button on the side of the powerbank (usually marked with the flash symbol) do?

  This is the button to activate the battery level indicator (= LEDs on the power bank). 1 led > 25% charged 2 leds > 50% charged 3 leds > 75% charged 4 leds > 100% charged

• My powerbank is not charging. What can I do?

  When your powerbank is not charging, try the following: Use other charging cables Use another USB-charger Use another power outlet Charge the powerbank in a cool place, connected to a good quality USB-charger that goes in the power outlet. Then just let it charge for at least 8 hours.

• My powerbank is still charging. How long does it take to charge the powerbank?

  It can take 2-6 hours for a full charge, depending on the charger (5V/3A or 20V/3A) used.

• With what charger can I charge the powerbank?

  We recommend charging the powerbank via a USB-charger. This can be a charger of 5V / 3A or 20V / 3A. With the 65W USB-C PD wall charger (20V / 3A), the powerbank will be charged faster (within 2 hours).

• Why is the powerbank unable to charge my laptop?

  Make sure that the laptop is a USB-C type laptop or MacBook with up to 65W with Power Delivery.