My Supernote is not charging

  Quick response  

If your Supernote does not charge, the issue is usually related to the cable, charger, power source, or the device being in deep sleep mode.

• In most cases, the device is charging even if nothing appears on the screen.
• E-Ink screens do not refresh automatically while charging.
• Follow the steps below in order, without skipping any.

Important to know (before troubleshooting)

E-Ink screens may remain unchanged while charging
The device can appear off even when it is charging
Charging issues are most often caused by the cable or charger, not the device itself

Step 1 – Charge the device correctly (mandatory)

1. Connect your Supernote using a USB-C cable.
2. Use a mains charger (do not use a computer USB port).
3. Leave the device connected for at least 30 minutes.

The Supernote logo or a charging progress bar may appear.

You can also swipe down from the top of the screen to check the battery icon (top right corner).

Step 2 – Check the cable and charger

If nothing appears after 30 minutes:

Check that:

• the USB-C cable is not damaged
• the charging port is clean and free of dust
• the power adapter is working

Try:

• another USB-C cable
• another mains charger
• a different wall outlet

Step 3 – Force restart while charging

If the device remains unresponsive while plugged in:

1. Keep the Supernote connected to the charger.
2. Press and hold the power button for 8 seconds.
3. Release the button.
4. Press and hold the power button again for 8 seconds.
5. Release when the Supernote logo appears.

Step 4 – Fully discharge the battery (last resort)

If the Supernote still does not appear to charge:

1. Leave the device unplugged and unused for up to 3 days
   without charging it
   without pressing any buttons
2. After this period:
   charge it overnight
   using a different USB-C cable and charger

This step allows the battery to fully discharge and reset the charging system, which is sometimes necessary.

What is NORMAL (and not a bug)

• No visible change on the screen during the first minutes of charging
• Charging indicator appearing only after a long charge
• Slower charging when the battery is extremely low

ℹ️ These behaviours are normal on E-Ink devices.

When should you contact support?

Only contact customer support if:

1. no charging icon or logo appears after trying multiple cables and chargers
2. the device does not respond even after the forced restart and full discharge
3. the charging port appears damaged
4. the Supernote is new or was received recently

Remember to specify:

• your device model (A5 X / A6 X / A6 X2 Nomad)
• what chargers and cables you have tested
• how long the device was charged
• what you have already tried