Q1: Do I need to log in to the Anker app account to use this product?

All product features can be used without logging in (tourist account). However, if you need to upload logs for troubleshooting, you must log in first.

 

Q2: What should I do if Bluetooth pairing fails?

When multiple Bluetooth devices are nearby, pairing may fail.

• Make sure Bluetooth is enabled on both your phone and this product, and place them close together.

• Move to an area with fewer Bluetooth devices and try again.

• Press and hold the button for 7 seconds to reset Bluetooth, then try again.

 

Q3: What should I do if the firmware update fails?

1. Make sure the network connection is stable. Keep the product close to your phone and leave the Anker app open until the update finishes. The update process usually takes 7 to 10 minutes.

2. Do not turn off Bluetooth, charge other devices or recharge the power bank during the process.

3. If the update still fails, contact Anker customer support. You can also upload logs in the app's Settings menu to help the development team troubleshoot.

 

Q4: Why does the power bank charge fewer times than expected?

Some energy loss (typically 30 - 45%) is normal during power conversion because of battery and circuitry design. After conversion, a fully charged 26,250 mAh power bank provides about 15,200 mAh to your devices.

 

Q5: Why can't the power bank reach maximum power when recharging?

1. Make sure the charging cable supports 140W (5A). Use the included cable if possible.

2. With third-party chargers, this product only supports maximum output under the PD protocol, not brand-specific proprietary protocols.

3. Heating during charging is normal. To protect the battery and ensure safe charging, the power may be reduced after some time. Use the product in a cool, ventilated environment (32 - 77°F / 0 - 25°C) and avoid charging other devices while the power bank is recharging.

 

Q6: Why can't my power bank charge and recharge simultaneously?

1. When charging and recharging simultaneously, the output power is about 70 to 80% of the input power. If the charger's power is too low (typically below 30W), it may not meet the minimum charging needs of high-power devices like laptops. We recommend using a charger with at least 100W, or pause recharging the power bank while it is powering other devices.

2. When charging and recharging simultaneously, once the power bank is fully charged, it will stop recharging itself to protect the battery. Recharging resumes automatically when the battery level drops to about 90%.

 

Q7: Why won't the power bank recharge right after it is fully drained?

After heavy use, the battery cells may be too warm. Recharging will resume once the temperature drops to a safe level, protecting the battery lifespan.

 

Q8: Why do the two USB-C ports show different input power when recharging the power bank?

Small current variations can cause slight differences between the two ports. It does not affect normal use.

 

Q9: Why does charging slow down or stop before my phone is fully charged?

1. iPhones may pause charging at 80% as part of iOS 17's thermal control strategy to protect battery health. This happens more often when the phone gets warm. Charging resumes once the phone cools down. Moving it to a cooler place may help.

2. Some phones, such as iPhone or Samsung, pause charging at around 80% when battery optimization is turned on. Check your phone's battery settings to see if this feature is enabled.

 

Q10: Why does my MacBook show Battery Is Not Charging when connected to this product?

When a MacBook is connected to a third-party adapter, the charging status may update with a delay. Charging has already started, but the icon may not change right away. After several seconds, once the adapter is recognized, the plug icon will change to the charging icon.

 

Q11: Why does battery level drops when the power bank is not in use?

This product includes Bluetooth and a display screen. When both are active, power consumption becomes higher. To reduce power use, press the button twice on the Bluetooth screen to turn off Bluetooth, or set a screen timeout in the Anker app.

 

Q12: Why is the screensaver time inaccurate?

If the product has not been paired with your phone for a long time, the screensaver clock may become inaccurate. The time display may also be delayed after the product is powered off or restarted. To restore accurate time, connect the product to the Anker app via Bluetooth. The system will automatically sync synchronize standard time without needing manual input.

Q13: Is it normal for the power bank or connected devices to feel warm during charging?

Yes. It is normal for devices to generate heat during power transfer, especially during long charging sessions or when using your phone for gaming or video streaming. Devices with metal casings may feel warmer to the touch because they are designed to dissipate heat more efficiently. Use the product in a cool, well -ventilated place (32 - 77°F / 0 - 25°C) and pause use of devices that are charging.

 

Q14: Why do the readings on the charger screen differ from those on a power bank or third-party tool such as POWER-Z?

1. Display differences are normal. Both chargers and power banks show readings with a slight delay.

2. Each device measures power in a different place—at the charger output port, the battery cell, or the device input. Cable aging and transmission losses can also affect results.

3. The power bank's display only shows one decimal place.

 

Q15: Why does the app show a cycle count greater than zero on a new power bank?

Power banks go through several aging and safety tests during manufacturing, and these tests may record charging cycles. For a new power bank, a cycle count below 12 is considered normal.