Impossible to update Fairbuds XL

What a customer experience… I want to update my brand new Fairbuds XL so the EQ settings are kept.

On iPhone 14: one can get to the update screen, but the yellow button cannot be pressed. Tried all sorts of remedies, factory reset, turning bluetooth on and off, same procedure on an iPad etc.

On an Android phone (of my children, again: what an experience): Fairbuds app refuses to show the general page of the headphones, only the “pair” page although it is already clearly paired (playing music). When choosing the color and then immediately clicking “back”, the general page appears, which says that the battery level and the firmware version is “N/A”…

That’s not normal. I recommend you contactsupport .