Frequently Asked Questions

The EZ Mount has a useful life of up to 1,000 closures. It is very important to attach your Raptor-i fully mated (or firmly snapped) onto the EZ Mount for maximum holding strength.

You may wish to know that such occurrences are rare as the Raptor-i operates on frequency hopping technology. You can easily resolve this by switching off the affected sets and pair the sets again.

You must register your purchase within 14 days to enjoy warranty service. Email and phone contact information must be provided for verification. Serial numbers must be provided where applicable. VERTIX will repair or replace faulty unit with a new or refurbished set at its discretion if damage is not due to improper use. The duration of warranty remains unchanged as from original date of purchase. Resold units are not eligible for warranty.

The most likely reasons could be that the volume on your mobile phone or device is not turned up but we will assume you had that covered as it is the most obvious. If you can hear the speakers very loudly when you are not even wearing your helmet, chances are that your speakers are not aligned properly with your ears inside your helmet. You can perform the alignment by following a few simple steps outlined HERE to position your speakers.

Although it is possible, we do not recommend this as you may encounter interference such as noise or high frequency humming sounds on your Raptor-i's headset from the motorcycle's power supply system. Damage arising from the use of such charging means is not covered under our warranty.

Yes you can. Your Raptor-i has been designed with this feature in mind. Make sure you firmly seat the charging connector on the Raptor-i to ensure the effectiveness of its water-resistant design. We recommend you use a good quality portable power pack (Output: USB 5V, 0.5A or higher; Capacity: 1500mAh or higher) to provide an additional 20 hours of use. You must FIRST connect your power pack to your Raptor-i BEFORE turning ON your Raptor-i. Connecting the charger to a Raptor-i that is already powered ON will shut it down immediately. When this happens, just follow the above procedure.

When left unused for an extended period, the battery may be in an over-discharged state. The charging indicator may not light up when you try to charge it initially. Leave it to charge for an hour and if the charging indicator lights up, leave it to charge until the RED charging lamp turns SOLID RED. 

You may have a faulty charging cable or power adapter. Replace and see if the charging is back to normal. When your Raptor-i is already fully charged, the charging indicator lamp may not light up or it may light up only for a while and then go off when you try to charge it again.

This may happen due to strong electromagnetic interference from lightning storms or when you ride through areas with high RF energy such as high power TV transmitters, military and commercial radars and jammers. These can overwhelm the electronics and cause your Raptor-i to "freeze". You can "unfreeze" your Raptor-i by simply charging it for a few seconds.

Delete all Bluetooth devices stored on your mobile phone and turn it off. Remove your mobile phone battery and replace it after 20 seconds. Turn on your mobile phone, when ready, turn on Bluetooth and pair your Raptor-i again. When successfully paired, make sure you set the option for your Raptor-i to Trusted/Automatic/Auto Connect Enable/Always Connect/Discoverable. Consult your mobile phone's user manual if required. It is known that some smartphones do not allow automatic reconnection as part of its design for improved security. In such cases, you will need to select your Raptor-i device manually when prompted to trigger the connection process.

Please confirm your mobile phone is Bluetooth-enabled and supports standard Bluetooth® HSR HFR A2DP and AVRCP profiles. Make sure your Raptor-i and your mobile phone are close to each other and enter the PIN code "0000" if prompted. If you are still unable to pair, you may have previous pairing information that has been visually deleted but is still stored in your mobile phone's memory. Delete all Raptor-i pairing information from your mobile phone. Consult your mobile phone's user manual if required. Turn off your mobile phone completely. Remove the battery if possible and replace it after 20 seconds. Turn on your mobile phone and attempt pairing again. If you are still unable to pair successfully, delete ALL remaining pairing information and repeat the procedure.

Pair with a different mobile phone or device to confirm if there is a problem with your device. Check if your battery is weak and for metallic objects or obstructions nearby. If you can play music stored on your device or if the FM radio works well, try using your mobile phone directly to determine if the signal connection is poor due to your physical location. If the distance between your Raptor-i and the device is too far apart, move them closer. High voltage power lines and heavy transformers in the vicinity can also cause such problems. Try moving away from them to check if it is the cause.

Your microphone may be too close to the speakers. Move it away and check. You may also be too close to your partner while testing the device. Try moving further away from each other and try again.

If the noise is only heard sometimes, it could be due to static or noise from high voltage overhead cables, TV stations or military radars. If this is not the case, simply turn off your Raptor-i and turn it on again to let it perform a fresh pairing with your mobile phone/media player. In most cases, this solves the problem.

Turn the FM radio OFF and then ON again. The radio may pick up static or fade when you are on the move as the radio signals become weaker when you move further away from transmitting stations or are blocked by hilly terrain or tall buildings. You may also notice improvements for other stations as you ride closer towards them or when in open spaces. You may hear multiple stations at times if the signals are relatively weak from stations with frequencies close to each other. The FM radio of your Raptor-i should not be compared with those in your car or home as these have dedicated antennas that are larger in size and uses more sophisticated circuitry.

The connector may be loose. Ensure the connector is fully plugged in and the volume is set correctly.

The connector may be damaged from sideways pressure on it (if the helmet was laid on its side or some items had pressed against it causing it to be tilted or bent slightly.  A replacement may be required but do try the following first. 

There may not be sufficient power. Try charging the set with the supplied charging cable. The charging indicator should come on and if it does not, just leave it for about 30 minutes and check again.

There are 2 possibilities

1) The remote control is fauty or broken

     - You can have it repaired or replaced if it is under warranty; or purchase a new one

2) The battery is not connected or seated properly

     - Use a fresh CR2032 button cell and ensure battery polarity (+) and (-) is oriented correctly 

     - Lift the contact finger on the edge as shown below slightly higher to provide better contact if required.

You can easily pair your Raptor-i remote control in 3 secs!

Make sure you have a fresh CR2032 battery in your remote control.  The Red LED lamp will light up when you press any of the 4 buttons.  If you have any difficulties with this, it could be due to the battery connection.  

Go here for a quick check and solution. 

Watch this short clip and you are on your way to fully enjoy your Raptor-i on the move - Safely and Freely!

Download the Remote Control User Guide.

You can clear all pairings on your Raptor-i in situations when some intermittent behaviour or instability is experienced to determine if it is a software or hardware issue.

Press and HOLD the VOL(-) and PHONE button (this is the button with the phone logo)  on your Raptor-i  together until you see 2 RED flashes.

All pairing information is now cleared and you can pair and test your unit again.

You can easily preset the stations as shown in the short video clip below.

IMPORTANT NOTE:

Pairing is required ONLY ONCE.  Everytime you ride, just turn on your sets and press "A" button once for Unit 1.

You can download a copy of the instructions here.

You may wish to know that such occurrences are rare as Velo uses frequency hopping technology. You can easily resolve this by switching off the affected sets and pair the sets again.

If you had not tried to put your sets to charge (just 5 secs would do), try it as this procedure performs a soft reboot.  If this still does not work, you can perform a FACTORY Reset by following the procedure here.

When joining a group or friend using the Velo, clear the old pairings before attempting to pair with another Velo. To clear the old pairing information, PRESS and HOLD the “A” and “B” intercom buttons until you see 2 RED flashes and hear the announcement “Pairing Cleared”. Before starting your pairing procedure, keep a distance away from others who may also be pairing their sets or phones nearby as this can interfere and makes pairing more difficult.

IMPORTANT : When joining a new group, Pair your Velos again.  This takes less than 2 minutes. 

After hearing "pairing successful", wait 2 secs until you see the centre RED lamp flash before activating intercom.

You can see a quick review of the procedure here.

The remote control battery could be weak even though you can see the LED lamp light up. Change the battery and repeat the pairing procedure.  You can find a quick review in this short video.

You must register your purchase within 14 days to enjoy warranty service. Email and phone contact information must be provided for verification. Serial numbers must be provided where applicable. VERTIX will repair or replace faulty unit with a new or refurbished set at its discretion if damage is not due to improper use. The duration of warranty remains unchanged as from original date of purchase. Resold units are not eligible for warranty.

Repeat step 5 and 6 under Installation of Road Bike Headset in Velo User Guide at a lower position from initial set up and set the microphone to higher sensitivity using the Mic Sensitivity software tool which you can download from Support Section.

There are 2 possibilities

1) The remote control is fauty or broken

     - You can have it repaired or replaced if it is under warranty; or purchase a new one

2) The battery is not connected or seated properly

     - Use a fresh CR2032 button cell and ensure battery polarity (+) and (-) is oriented correctly 

     - Lift the contact finger on the edge as shown below slightly higher to provide better contact if required.

First check if your headset is connected firmly, ensuring it is plugged in all the way.  Also ensure the microphone is correctly positioned close to your mouth and not swaying because of loose chin strap - depending on the type of headset you are using. The white marking on the mic boom should also be facing towards your mouth. Test if this works by speaking in a slightly higher than normal voice as you would when riding (not shouting). Another reason is the default microphone sensitivity may be too low (less sensitive) for you. Download the Vertix Velo Microphone Sensitivity Application on your computer (Mac is not supported). Please see Instructions section for more details.  

Briefly, you can do this as follows : Connect the Velo control unit to the computer with Velo data and charging cable. Open the application and check the current setting. To set the microphone sensitivity, select microphone sensitivity level followed by the option ‘Write selected setting’. As a general guideline, very high sensitivity is suitable for leisure riders who prefer an open conversation. Normal and high sensitivity is ideal for riders who are riding at speeds of 25 -35km/hr while low sensitivity is appropriate in situations where one is a competitive cyclist and does not want the other cyclists nearby who are shouting to activate their microphone.

You can do this by wearing your helmet and positioning each speaker position against your left and right ear. Have a friend help mark the positions of the Velcro mounting part (this is the opposite end of the speaker boom) on the side of your helmet with a piece of tape or blu tack. Mount the 2 pieces of rectangle (6cm long) Dual Lock Velcros. The 6cm long Velcro provides you with adequate freedom to adjust the speakers’ position forwards or backwards to your preference.

The Velo provides for adequate sound levels even if the speakers are not very close to your ear canals. This is designed to ensure that you are always environment aware. Check the volume settings on your Velo and also your phone. Aligning the speakers also helps and this should resolve the issue easily. If this happens after riding through very heavy downpour, check if water has entered the speakers. If yes, try whipping out water from the headset or let it dry normally. Avoid using very hot air from your hair dryer to blow directly into the speakers as it may cause damage to the speaker materials. This can also result in distortions and loss of musical fidelity. This applies to the RB-01, MB-01, SS-01/02/03 and SE-01 series headsets.

You can use a hair dryer to gently heat up the Dual lock Velcro and carefully peel it off. This will easily and cleanly remove it.

You need only to pair them once.

Please check if the connector to your control unit is firmly seated (USB connector and /or the 3.5mm if applicable).

Try swapping the headsets to confirm and do a quick check by adjusting the control on your Single-Ear headset from "+" to "-" and test.  There may be a possibility that the cover may be inadvertently reversed during production.

Pairing with your phone's Bluetooth™ can be done easily as follows :

Press and hold the power button until you hear “Power On”, “Battery Full” and then “Pairing”.
The Velo is now in phone pairing mode and you should be able to see “VERTIX v....” on your phone when you turn on your phone's Bluetooth. 

Pair as you would with other bluetooth devices.  You should now be able to receive phone calls (it will automatically answer after a few rings; should you want to reject the call, press the power button or the centre button on your remote once.
You can also now listen to the music stored on your phone or streaming ones although some phones may have compatibility issues due to their software or hardware versions.   

Please see the instructions below on how to set-up your SE-01.

The system is voice activated using an advanced digital signal processor to analyze the voice and also its level.  To keep the conversation active, talk at a level like talking to someone 2m away in an open space.  The moment you speak softly, the microphone cuts ifself off and the other party cannot hear you.

This is designed to minimize panting and unwanted surrounding sounds from being transmitted to the other person. 

For better speech detection, wrap the mic on the strap closer to your chin near the buckle.

If you are hiking and holds the mic directly to your mouth, you will hear each other consistently as the Mic's proximity provides sufficient voice energy to keep it open. 

Please follow the steps shown :

Please check if the connector to your control unit is firmly seated (USB connector and /or the 3.5mm if applicable).

Try swapping the headsets to confirm and do a quick check by adjusting the control on your Single-Ear headset from "+" to "-" and test.  There may be a possibility that the cover may be inadvertently reversed during production.

Pairing with your phone's Bluetooth™ can be done easily as follows :

Press and hold the power button until you hear “Power On”, “Battery Full” and then “Pairing”.
The Sportivo is now in phone pairing mode and you should be able to see “VERTIX v...." on your phone when you turn on your phone's Bluetooth. 

Pair as you would with other bluetooth devices.  You should now be able to receive phone calls (it will automatically answer after a few rings; should you want to reject the call, press the power button or the centre button on your remote once.
You can also now listen to the music stored on your phone or streaming ones although some phones may have compatibility issues due to their software or hardware versions.   

The method is similar to installing on a cycling helmet as it involves the chin strap as follows :