PhoneSoap Wireless troubleshooting: Qi charging and lights.
Almost every Wireless question is about the Qi pad: the case is on, the phone is off-center, or the adapter is underpowered. Work through these in order.
Try this first
- Take the case off the phone before setting it on the Qi pad.
- Center the phone face-up on the pad — the coil is in the middle of the bay.
- Use a wall adapter rated 15W or higher.
Wireless charging
My phone is not charging on the pad.
Three things cause nearly all of it:
- The phone. Confirm the handset actually supports wireless charging — not every phone does.
- The case. Thick, metal-backed, wallet, or magnetic-ring cases block Qi. Take the case off to charge. You can leave it on when you are only sanitizing.
- Alignment. Lay the phone face-up and centered on the pad. Off to one edge and it will not couple.
- Power. A 5W adapter is not enough. Use 15W or better.
If a bare, centered phone on a strong adapter still will not charge, try a second phone to rule out the handset, then contact us.
It charges, then stops partway through.
Usually alignment drift or an underpowered adapter. Recenter the phone, upgrade the adapter, and keep the bay clear of keys, cards, or coins — metal objects on the pad interrupt charging and get warm.
Can I charge something that is not Qi-capable?
Yes, through the USB port inside the bay. Run your own cable from that port and route it so the lid still closes flat.
Lights and cycles
I see a red light.
Red on Wireless is a bulb signal, not a charging one — a phone that will not charge on the pad is a separate issue covered above.
- Dormant bulbs: lid open in a bright room for 5–10 minutes, or a flashlight into the bay, then close it and let the 10-minute cycle run.
- Cracked or crushed glass on either tube.
- Burnt out — silver at the ends.
- Overheating after back-to-back cycles: unplug, lid open, 20 minutes in a ventilated room.
If red survives two or three wake attempts, it is a bulb, and bulbs are covered for life. Contact us with the order and serial numbers.
Closing the lid starts another cycle.
That is the intended behaviour — the bay re-sanitizes itself so your phone never goes into a used one. No heat, minimal power draw, and the bulbs carry a lifetime warranty.
The bulbs do not light up.
Look down both tubes with the lid open. Silver shading at an end means the tube is spent; a crack or bubble means it is damaged. Neither is a home repair — the tubes are wired in, and they are covered for the life of the unit.
Send photos with your order and serial number to open a claim.
Power and general checks
The unit will not turn on at all.
A Wireless unit that shows nothing at all is a power-path problem, separate from the Qi pad:
- Is the socket live? Test the outlet with a lamp or another device.
- Is it in the right port? Power goes into the port marked Power on the back. The USB port inside the bay is for charging accessories.
- Is it in the right mode? Confirm a cycle should be starting on its own rather than waiting on a button press.
- GFCI outlet? On a bathroom, kitchen, or garage outlet, press Reset on the outlet itself and test again. A tripped GFCI is a common false alarm.
- Adapter and cable. Swap in a wall adapter and cable you know work.
If none of that brings it up, the unit needs service. Contact us and we will troubleshoot it with you and set up a return if we need to.
Do you repair units, or replace them?
We always attempt a repair first. If we cannot repair the unit, we send a replacement. Bulb replacements and repairs are handled in house, and bulbs carry a lifetime bulb warranty.
Still stuck? Have your order number and the serial number from the label on your unit ready.