My toy will not charge or turn on

Most charging problems are the cable or the contact, not the toy. Work through these before you report a fault.

1. Use the cable that came with it

Magnetic charging cables look interchangeable and are not. The pin spacing and polarity differ between models, and a cable from another toy will sit on the contacts and charge nothing.

2. Check the magnet is seated the right way round

A magnetic cable will happily stick on backwards. Seat it, then look for the charging light. If there is no light, lift it off, rotate it 180° and put it back.

3. Clean the contacts

Lube, body fluids and water leave a film on the two metal pins that stops the connection. Wipe both the pins on the toy and the pins on the cable with a dry cloth, or a cotton bud with a little surgical spirit. Let it dry fully before charging.

4. Try a different power source

Plug into a wall adapter rather than a computer or a power bank. Many USB ports drop their output when idle, and a laptop asleep supplies nothing.

5. Give it a long charge

A battery that has been flat for months can take 15 to 30 minutes before it shows any charging light at all. Leave it connected for two hours before deciding it is dead.

6. Check the travel lock

Many toys ship with a travel lock so they cannot switch on in a bag. It is usually press and hold the power button for 3–5 seconds, or a rapid triple-press. If the toy buzzes once and stops when you press the button, it is locked, not broken. The manual will say.

7. Check it is dry inside the port

On toys with a covered USB-C port rather than magnetic pins, water trapped in the port will prevent charging and can trip a moisture cut-out. Shake it out and leave it open to air overnight.

If none of that works

It is a fault, and we will deal with it. Send us your order number, a photo of the toy on the cable, and a short video of what happens when you press the button.

See Warranty: what is covered and for how long for the term on your product, and Something arrived faulty or damaged for the claim process.