AURUM.AUDIO
Support

First step to solve a problem

Resolve Sound Issues
Are you experiencing any of the following sound issues?

The volume is low or I’m not hearing anything
The sound is distorted or has static
The sound is missing low, mid, or high frequencies
The sound is hollow, or out of phase
Try these troubleshooting steps to solve the problem.
Try these troubleshooting steps to solve the problem.
If your sound issue is happening only on one side, disconnect the removable cable (near the IEM socket) and switch the sides (i.e., connect the left cable to the right IEM, and vice versa). If the sound issue switches sides, then it's likely the issue is your cable. Cables are easily replaceable, so you don’t have to send your IEMs in for service.
Simply purchase a new cable or contact us about your cable's warranty.
Check the sound bores (the holes at the end of the IEMs) for earwax or any debris that could prevent the sound from freely traveling through. If there is earwax build up, use the provided cleaning tool. While cleaning, face the sound bores downward so that any loose earwax doesn’t fall farther into the IEM. Also be careful not to push the earwax farther into the sound bores.
Check to see if this resolved your sound issue.
Try a different audio source to confirm that it is not an issue with the original audio device, or try listening to a different song.
If none of these troubleshooting steps resolved your issue, please log in to your customer account and submit a support case.
A customer support representative will be in contact with you. See our complete list of repair service flat fees.

Repair Damaged IEMs And Cables
Damaged Cable
If your cable is physically damaged or broken, you don’t have to send your IEMs in for service. Our cable is replaceable. You can purchase a new cable here.)
Damaged In-Ear Monitors
If your IEMs are cracked or broken, or if the cable easily disconnects or has a loose connection, you likely need to send it in for an evaluation and repairs.
See our complete list of service and repair service flat fees.
Please log in to your customer account and submit a support case for your damaged IEMs. A customer support representative will contact you to help.
Fit/Comfort Issues
Adjust The Fit Of Your Custom In-Ear Monitors
Are you experiencing discomfort wearing your Custom IEMs?

If this is your first set of Custom IEMs (CIEMs), slight discomfort can be normal initially. We recommend that you wear your CIEMs for at least two weeks before you submit them for a fit adjustment. This will allow your ears to get used to them and it may also help you determine where the fit adjustment needs to be made.
If you’re experiencing sharp pain, do not wear your CIEMs and contact customer support.
If you’re experiencing a seal issue, the two major symptoms are low isolation (you hear a lot of ambient noise) and lack of bass response. Try gently pushing against the faceplates. If gently pressing the IEMs against your ears temporarily improves the bass response and isolation, you may need a fit adjustment.
See our complete list of service and repair service flat fees. Or visit our warranty page for more information on our 30-Day Fit Guarantee.
If you need a fit adjustment, please log in to your customer account and submit a support case.
A customer support representative will contact you to help.

Remold Request
Remold Your Custom In-Ear Monitors

Ears grow and change over time, if your CIEMs don't fit like they used to, it might be time for a remold.
Note: Only original owners can apply for remolding services.
X-Series (Pro Line) models are not eligible for remolds. For additional support on these products, please contact customer support.
Any premium faceplates or customizations can be added at an additional cost.
Any costs associated with getting new ear impressions and sending them to our offices are not included in the services of AURUM.AUDIO.
If your CIEMs are broken, there may be additional repair service fees. Contact customer support for more information.
To submit your CIEMs for remolding, please log in to your customer account and submit a support case. A customer support representative will contact you to help.

I hear a hum or a buzz when I listen to my In Ears
Anytime you experience an issue in the field, it is important to ask yourself these questions. More often than not, these troubleshooting guides will solve most issues.
If you hear a strange buzz during sound check, plug your in-ears into your iPhone and listen for the same issue there. If you don’t hear it on a different source, check your signal chain. Chances are, you’ll find the culprit.
Is it cable related? If one of your ears is cutting out or sounds weak or is dead completely, chances are you are experiencing a cable issue rather than a driver issue. And since the cables are user replaceable, this is an easy test and fix.
As for the question above, after a bit of real-time trouble shooting, it turned out to be a new charger for the computer. The artist in question was using his laptop for recording and his ears for monitoring and the new charger introduced the buzzing sound. When the computer was unplugged, the sound went away. Sometimes it’s really as simple as that.
Other Issues
Need Help With Something Else?

If your issue isn't listed here, you can still create a support case from your account or contact our team directly.
Log in to your customer account and submit a support case to let us know what you’re experiencing. A customer support representative will contact you to help.