My NEOOS® won’t charge

If your NEOOS® device is not charging, please follow this step-by-step guide to perform basic troubleshooting on your own.

1. Initial Charging Attempt

• Connect your NEOOS® to a power outlet (not a computer or Mac) using the original power adapter and data cable.

• Charge the device for at least 5 continuous hours.

2. Check the USB Magnetic Connector

• Ensure that the USB magnetic connector from the original cable is firmly attached and sits properly in place.

3. Test the Power Button

• Press the On/Off button to verify whether it functions normally.

• Check that it is not stuck or jammed.

4. Important Charging Behavior

• When the battery is fully depleted, charging begins within the first 20 minutes of being connected to power.

  • On the NEOOS®11  the display screen will show the charging status.

• Note: If the battery is deeply discharged, the device might not respond at all at first—even when connected to power.

5. Perform a Reset

If your NEOOS® still shows no reaction after 5 hours of charging, please perform a reset.

>> How to Reset Your NEOOS® Device

6. Try Alternative Charging Equipment

If a reset does not help:

• Use a different charging cable and another power adapter (if available).

• This helps rule out a defective cable or charger.

• => If the NEOOS® charges normally with another charging cable, please contact support for further advice

7. No Response After All Steps?

If there is still no reaction from the device even after several hours on a different charger, this may indicate a hardware defect.

Need Help? We're Here for You!

We are happy to assist you via phone or email. Contact us and we will find a solution for you:

📩 Send us a message: Contact KOSYS Support
📞 Or call us at +499561/792990