• RAYZ Earphones FAQ
  • RAYZ Rally Speaker FAQ

What makes Rayz Earphones special?


Rayz headphones are the first of their kind. They have cutting-edge smart features that solve everyday pain points to deliver the iPhone's perfect "App-cessory".

Lightning Port: The headset market is very quickly moving to an all-digital world - be it wired or wireless. Digital headsets require power. Rayz Earphones use a small amount of power from your mobile device through the Lightning connection instead of relying on a separate battery. This means that Rayz Earphones are always ready - no charging required!

Talk and Charge: Keeping an Apple device charged is critically important for most users today. Rayz Plus and Rayz Pro earphones are the FIRST and still ONLY headset that offers a sleek in-line charge port to charge your Apple device WHILE using the earbuds.

Next Gen Apple Eco-System Technology: Rayz products were the first products to bring the Apple 2nd gen Lightning technology. This technology supports a wealth of smart features and power saving benefits.

What are the Key Features of Rayz Earphones?


We offer a fully integrated app designed to work seamlessly with the Rayz earphones to enhance your Rayz experience. Through the app, there is deep personalization of the headset and many of its functions which include:

Smart Noise Cancellation: Premium Noise Cancellation that is calibrated specifically to perform at its peak for your ears

Autopause: Audio content pauses when you remove your Rayz and auto-starts when your Rayz are back in your ears

SmartMute: World’s first! Rayz knows when you are talking or not and automatically manages your mic mute

Hey Siri: World’s first accessory with Hey Siri! Call Siri hands-free with just your voice, no button press required

Free New Features: The Pioneer Rayz app delivers cutting edge features and upgrades via the app to optimize your Rayz performance

What does the Pioneer Rayz app do?


The Pioneer Rayz iOS app allows you to customize your Rayz to fit your needs and delivers new features and functions over time. While the app is not required for some of the key functions, the app is a key part of the Rayz experience.

What is the difference between Pioneer Rayz, Rayz Plus and Rayz Pro?


For more information on the difference, please see the chart on our website or reach out to our support team at support@pioneerrayz.com with any questions.

Can I make phone calls with the Rayz earphones? Is there a microphone?


Yes! Rayz are not just great for music, movies and other entertainment, they have many features specifically targeted at achieving the best phone call experiences. There are six (6) microphones onboard and many call management features such as:

Dynamic EQ: We optimize the audio response for phones calls

Smart Button: Program the button to be a one-click mute button

Smart Mute: Auto mutes when the user is not talking

Audio Cues: Supporting Hands-Free Mute

How good is the Noise Cancellation?


Performance of noise cancellation, for any headset, has a large dependency on the fit that the headset has in your ears. For other headsets on the market today, this requirement is managed through the use of bulky, form-fitting earpieces. Rayz, on the other hand, is smart – the earbuds were designed to be small and lightweight for everyday use and provide good cancellation for all users. However, Rayz takes noise cancellation to a whole new level with smart noise cancellation – this feature takes an imprint of YOUR ear and optimizes the performance specifically to you. The end result is powerful, custom noise cancellation across all noise types, not just for airplane noise. Want just noise cancellation and no music? Rayz does that too.

Do the headphone controls perform skip/fast forward to next song and/or return to previous song?


Yes, Rayz has four buttons – the top three buttons match the same great Apple earpod functions that users know and love (music controls and Siri). But Rayz has a fourth button – a Smart Button. Out of the box, the smart button is programmed to control the noise cancelling features but through the app. he button is programmable to control your personal favorites – like mic mute, open Apple music, and more.

How long does it take to fully charge my Apple device?


The charging port on Pioneer Rayz Plus and Rayz Pro is the same one used in Apple devices, therefore we expect the charge time for an iPhone, iPad or iPod to be very similar whether you are charging through Rayz or directly to the phone. Note that Rayz works great too if you use the Apple charging case. In addition, when plugging the Rayz Pro into your MacBook, the charging node allows data sync AND tethering, just as if your iPhone was plugged into your MacBook directly.

What devices does Rayz work with?


Rayz works, right out of the box, with almost any device that has a Lightning port! While the Pioneer Rayz Pro earphone is universal with its included adapter system, that will work with compatible Android devices, Mac’s, PCs and iPads!

Where can I get replacement parts? For example, eartips, clip, dongles, etc.


You can find replacement eartips for your Rayz products in our accessories section here. As well as, dongles, clips, etc.

Are the Rayz earphones sweat resistant?


The Rayz earphones are designed for heavy everyday use, but do not carry a water/sweatproof IPX rating.

I have a hard time keeping my Rayz in my ears. What can I do?


We love the new Freebit Secure Ear Fins and/or Comply™Foam tips and think you will too. In fact, we would be happy to send you a FREE sample to help with this!   For more information, please reach out to our customer support team at support@pioneerrayz.com.

How do I update my Rayz Firmware to receive all the new features and upgrades?


1. With your Rayz plugged into your device, please open the Pioneer Rayz app and tap ‘update’

2. Then, tap ‘update now’ and follow the prompts

I’m receiving the ‘Accessory not supported’ message on my device, why?

 

  1. Make sure your iOS is updated to the latest version
  2. Re-install the Pioneer Rayz app
  3. Reboot your device
  4. Try your Rayz on another device to see if you are able to connect to the Pioneer Rayz app
  5. Clean the connections on your device and your Rayz to ensure connectors are clear of debris or damage
    - To clean your Rayz connector, please use a clean soft, lint free cloth and avoid cleaners of any kind
    - To clean your device, please follow the manufacturer cleaning instructions

For further assistance, please contact the Pioneer Rayz Support team

My callers can’t hear me. Help!


1. Please ensure your Rayz firmware and Pioneer Rayz app are updated to the latest version

2. It’s also a good idea to confirm your iOS is updated to the latest version

3. Check the fit of your ear tips by using the ‘Find your Fit’ feature in the Pioneer Rayz app. You can then try out different ear tip sizes until the circles are completely green indicating a good, tight fit. Sometimes, 2 different sized ear-tips are required.

I can’t seem to charge my device when using the chargenode on my Rayz. Why?

 

  1. Make sure your Rayz Firmware and the device iOS are updated to the latest version
  2. If you are using a charging case, try removing the case to see if the issue continues
  3. Try a different power source, such as plugging into the wall, laptop or power bank
  4. Check the connections of your cable to ensure connectors are clear of debris or damage
  5. Reboot your device

For further assistance, please contact the Pioneer Rayz Support team.

The volume is too low on my Rayz. What can I do to increase the volume?


1. Please ensure your Rayz firmware is updated to the latest version.

2. It’s also a good idea to confirm your iOS is updated to the latest version.

3. Try using both the buttons on the headset and the volume slider, set to max in iTunes to scale the audio.

4. Adjust the EQ settings via the Pioneer Rayz app.

5. Reset your Rayz to factory settings.

For further assistance, please contact the Pioneer Rayz Support team.

My one earbud stopped working properly. What can I do to get it playing again?


1. Make sure your Rayz Firmware and the device iOS are updated to the latest version

2. Check the affected earbud for any debris or blockage on the mesh. To remove debris, gently brush all openings with a small, soft-bristled brush that's clean and dry.

3. Clean the connections on your device and your Rayz to ensure connectors are clear of debris or damage

- To clean your Rayz connector, please use a clean soft, lint free cloth and avoid cleaners of any kind
- To clean your device, please follow the manufacturer cleaning instructions

4. Reset your Rayz to factory settings

The Smart Noise cancellation feature isn’t working. Please help!


1. Check to ensure your Rayz firmware, Pioneer Rayz app and iOS are updated to the latest version

2. Reset your Rayz to factory settings

3. Toggle the Smart Noise Cancelling feature on/off a few times and then reset this feature

4. Remove and re-install the Pioneer Rayz app

5. Reboot your device

For further assistance, please contact the Pioneer Rayz Support team.

My earbuds are dirty, can I clean them?


To remove debris from your earbuds, gently brush all openings with a small, soft-bristled brush that's clean and dry.

Why do my Rayz keep muting during my phone calls?


It sounds like you have the SmartMute feature turned on. This feature will automatically mute when the user is not talking. However, this feature may not always work as expected if there is an improper fit with one or both of the earbuds.  

To check the fit of your earbuds, with your Rayz plugged into your device please open the Pioneer Rayz app and tap ‘Find your Fit’. You can then try out different ear tip sizes until the circles are completely green indicating a good, tight fit. Sometimes, 2 different sized ear-tips are required.

For further assistance, please contact the Pioneer Rayz Support team.

How do I know if I have the correct eartips on my Rayz?


To check the fit of your earbuds, with your Rayz plugged into your device please open the Pioneer Rayz app and tap ‘Find your Fit’. You can then try out different ear tip sizes until the circles are completely green indicating a good, tight fit. Sometimes, 2 different sized ear-tips are required.

I love my Rayz and would like to make a product suggestion, where can I submit my request?


We would love to hear your product suggestions and feedback! Please reach out to our support team with any comments at support@pioneerrayz.com.

I need help! Where can I contact someone for assistance?


We would be happy to assist you! Please reach out to our support team via:

1. the Pioneer Rayz app and using the ‘Send Feedback’ link,

2. email at support@pioneerrayz.com, or

3. give us a call at 1 (855) 905-4727

What’s next in the Rayz lineup?


Rayz is singularly focused on elevating the mobile audio experience. This will be achieved through new software features delivered by the Pioneer Rayz app and future products. Follow us on Facebook, Instagram, and Twitter for new feature and product announcements.

What makes Rayz Rally special?


Rally is the world's first and only pocket-sized conference speaker built specifically for your Apple mobile device.

What are the Key Features of Rayz Rally?


No batteries or wall power required. Rally uses a small amount of power to deliver the loud and clear experience previously only provided by large conference devices. Rally takes much less power from your iPhone vs. using the iPhone on speaker mode.

Truly pocket-sized - fits in the slimmest of jeans or laptop bags, truly portable

Plug & Play - no set-up, pairing or configuration required

Smart Button - play / pause music or mute / un-mute the mic in a phone call

Pass-thru charging - on the longest conference call of your life and only have 10% phone battery left? Simply plug in a standard lightning cable to any USB power source and charge up.

Fully integrated app - with settings that optimizes the audio performance for both listener and talker based on the use environment

What devices does Rayz Rally work with?


Rayz works, right out of the box, with almost any device that has a Lightning port! As well as, MacBooks, Laptops, PCs, or iPads with a standard USB to Lightning cable. For setup information, please reach out to support@pioneerayz.com.

What does the Pioneer Rayz app do?


Rayz Rally works great right out of the box with key features already enabled. The Pioneer Rayz iOS app helps customize Rally to you and it delivers new features and functions over time. In the app, there are multiple targeted audio settings based on Individual use or small conference call huddle, for example. While the app is not required for some of the key functions, the app is a key part of the Rayz experience.

Can I make phone calls with the Rayz Rally (Is there a microphone)?


Yes! Rally's primary use is for phone calls and there is a powerful built-in omni-directional mic.

Can I connect the Rally to a MacBook/Laptop?


Absolutely! All you need is a standard USB to Lightning Cable. Plug the Lightning end into the Rally and the USB end into your MacBook/Laptop. It's also a good idea to check your settings to ensure the Rally is selected for audio input/output. Need more assistance, just reach out to our support team with any questions at support@pioneerrayz.com.

Does Rayz Rally need to be charged?


Rayz Rally does not have a battery and does not need charging; it draws a small amount of power directly from your iPhone, iPad or iPod through the Lightning connector.

What impact does Rayz Rally have on the battery life of my phone?


Rally uses much less power from your iPhone vs. using the iPhone on speaker mode.

How long does it take to fully charge my Apple device?


The charging port on Pioneer Rayz Rally is the same one used in Apple devices, therefore we expect the charge time for an iPhone, iPad or iPod to be very similar whether you are charging through Rayz Rally or directly to the phone. Note that Rayz Rally works great too if you use the Apple charging case. In addition, when plugging the Rayz Rally into your MacBook, the charging node allows data sync AND tethering, just as if your iPhone was plugged into your MacBook directly.

Is Rayz Rally waterproof?


The Rayz Rally is designed for heavy everyday use, but does not carry a waterproof IPX rating.

My Rally is not working when I plug it into my iPhone. What do I do?


Because the Rayz Rally and iOS are so interconnected, make sure your iOS is up to date on the latest software. Then, in the Pioneer Rayz iOS app, make sure your Rally is up to date on the latest firmware. If this doesn’t resolve the issue, please reach out to our support team at support@pioneerrayz.com.

My callers can’t hear me. Why?

 

  1. Make sure your iOS is updated to the latest version
  2. Ensure that your Rally’s firmware has the latest version
  3. Also, check to see if your Pioneer Rayz app is the most recent version
  4. In the Pioneer Rayz app, try changing the profile setting to a different environment. For example, in the Pioneer Rayz app change your profile setting from ‘personal’ to ‘huddle’
  5. Check to make sure the clear protective wrap has been removed from the mic

For further assistance, please contact the Pioneer Rayz Support team

 

I need help! Where can I contact someone for assistance?


We would be happy to assist you! Please reach out to our support team via:

1. the Pioneer Rayz app and using the ‘Send Feedback’ link,

2. email at support@pioneerrayz.com, or

3. give us a call at 1 (855) 905-4727

What’s next in the Rayz lineup?


Rayz is singularly focused on elevating the mobile audio experience. This will be achieved through new software features delivered by the Rayz app and future products. Follow us on Facebook, Instagram, and Twitter for new feature and product announcements.