Timekettle W4 Pro connects, plays audio, and works for calls, but translation does not work at all
I'm looking for help with my Timekettle W4 Pro AI Interpreter Earbuds (Gray). The earbuds were purchased through Walmart on August 25, 2025.
The problem is that they will connect to my iPhone normally, play music, and work for phone calls, but they will not translate anything.
What I've noticed:
Earbuds connect successfully to my iPhone.
Timekettle app recognizes the earbuds.
Music playback works.
Phone calls work and callers can hear me.
Listen & Play mode does not work.
One-on-One mode does not work.
I've tried multiple languages, not just Spanish.
No microphone activity appears in the Timekettle app when someone speaks.
I updated the Timekettle app.
I rebooted my iPhone.
The earbuds have been stored in their case since roughly February 2026 when they last worked.
Questions:
Has anyone seen translation stop working while music and phone calls still work?
Is there a way to test the translation microphones separately from phone-call audio?
How do I check the firmware version and install firmware updates on the W4 Pro?
Is there a factory reset procedure?
Has anyone had this happen after the earbuds sat unused for several months?
Any troubleshooting suggestions would be appreciated before I pursue a warranty or replacement claim.
Thanks.
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Hi there,
Thank you for posting this detailed breakdown on the forum! We completely understand how frustrating it is when the translation features stop working, especially after the earbuds have been sitting unused for a few months.
To briefly answer your questions: Yes, this can occasionally happen after prolonged storage (the translation microphones may fail to wake up properly), and you are absolutely right that the microphone activity bar in the Timekettle App is the correct way to test the translation mics separately from phone-call audio.
Could you please help us confirm a few quick details and try one more troubleshooting step?
1. Protective Film Check: Since the earbuds were stored for a while, could you double-check if the tiny blue protective films on the microphone areas of both earbud stems have been completely peeled off?
2. App Connection Status: When you open the Timekettle App, do both the left and right earbuds display as connected normally, or does the App only recognize one earbud?
3. One-on-One Mode Setup: Just to confirm, for One-on-One mode to work, both you and your conversation partner need to wear one earbud each. Please ensure they are worn correctly (Left earbud in the left ear, Right earbud in the right ear) and that you have correctly assigned the corresponding speaking languages to each specific earbud within the App settings.
4. Cross-Device Test: To rule out any iPhone-specific Bluetooth or App glitches, we highly recommend trying to connect the earbuds to a different smartphone (a different brand or model, if possible) to see if the translation functions normally there.
Next Steps & Official Support:
If the earbuds still do not translate after checking the above, or if you need the exact steps for checking the firmware version and performing a factory reset, we’d love to get this sorted for you directly.
Please send a quick email to our official support team at support@timekettle.co and include:
- Your Walmart order number.
- A short video demonstrating the issue (e.g., showing the App not picking up microphone activity while speaking).
- A brief description of the problem and the troubleshooting steps you've already tried.
Once we receive your email, our dedicated support team will review your case and provide a detailed reply—including firmware/reset instructions or warranty/replacement solutions—within 24 to 48 hours.
Thanks again for being part of our community and for your patience. We hope to get your W4 Pro back to full functionality soon!
