Charging Device Requirements
Before troubleshooting, please ensure your charging setup meets the following requirements:
Use a charger rated 5V/2A or higher, preferably one with a USB output port.
We recommend using the original OneKey Pro USB cable.
Make sure both the charger and the cable can charge other devices (e.g., a mobile phone) without any issues.
Troubleshooting Steps
1. Continuous Charging Test
Connect your OneKey Pro to the charger and keep it charging continuously for at least 30 minutes. Then, check if the device powers on.
2. Hardware Reset
While the device is connected to the charger, press and hold the power button for 20 seconds. Observe whether the device turns on.
3. Retry After Extended Rest
If the device still doesn’t power on, leave it idle for 3–5 days, then try charging it again and check if it starts up.
Submitting a Support Request
If the issue persists after performing the above steps, please click the chat window in the bottom right corner of the page and send us the following information:
A verification video showing:
The charger working normally with another device (e.g., charging a phone).
The OneKey Pro connected to the charger, and the device still not powering on after holding the power button.
Your order number.
A detailed description of the issue you’re experiencing.
Our support team will review your message and get back to you within 24 hours to help further diagnose and resolve the issue.
Usage Tips for Long-Term Maintenance
To ensure stable, long-term usage of your OneKey Pro:
Use reliable, branded chargers and cables to ensure safe and consistent charging.
Charge promptly when battery level is low to avoid deep discharge that may prevent startup.
If the device will not be used for an extended period, fully charge it before powering it off, and recharge it every 1–2 months to maintain battery health.