How To

Support Overview / How To

How To

52 results
  • The LED Charging light information
    The LED light will be on when the InfinityLAB charger is being powered and it is ready to charge your devices.
    The LED light will be off when the power source is off.
  • The compatibility list for our power banks
    The InfinityLab power bank should work with most devices and we have provided a list of normal devices on each model’s product page. 
  • The charging technologies our power bank are using
    The InfinityLab power bank support Power Delivery 3.0 to provide you with a fast charging experience. 
  • The battery capacity (size) of our Power Banks
    InfinityLab 5,000 power bank is 18.65Wh, and 10,000 power bank is 38.5 Wh.
    For all versions available (Lightning, USB-C and Wireless).
  • Surge Protection Information
    Yes. InfinityLab charger is designed with surge protection to keep your devices safe.
  • Sales Tax

    In the United States a business must charge sales tax in states where they have a physical presence (a warehouse, store, administrative office, sales office, etc.). When buying direct from Harman or any of our subsidiaries, we are required by law to charge sales tax in the following states where we have a physical presence. All other states are not subject to sales tax.


    California 

    Connecticut 

    Florida 

    Georgia 

    Kentucky 

    Michigan 

    Missouri 

    New Jersey 

    New York 

    North Carolina 

    Pennsylvania 

    South Carolina 

    South Dakota 

    Tennessee 

    Washington 

    West Virginia 

    Wisconsin

  • Removing or replacing the integrated cable
    The integrated cable cannot be replaced or detached.
    In case cable is damage please contact our customer service team for help.
  • Product Registration – FAQ
    Looking to register your product?
    We have addressed some of the questions that you might have. But feel free to reach out to us anytime you need us!

    Where can I register my product?
    Visit our product registration page here.


    Do I need to register my product for warranty?
    No. Warranty is never depending on the registration of a product. Registration simply helps keep a record of your purchase(s) and gives you the opportunity to stay update on any information about your product(s).


    Do I need an account to register my product?
    Yes. We have made it easy to create an account for you so you can enjoy the benefits of having an account, including the option of registering your product.



    Already registered a product and have questions?
    Go no further! We hope you can answer your questions below. If needed, get in touch. We are always here to help you!

    Can I edit an existing product registration of mine?
    Partly, yes. You can edit the “Date of purchase” and “Serial Number” fields.

    To do so, log into your account and select "My Product Registrations", find the relevant product from your list of registrations and select “View Registration”. Here you will find the option “Edit registration”.

    If you wish to make changes to any other fields, please delete the relevant registration completely (see instructions below) and simply create a new registration.


    Can I delete an existing product registrations of mine?
    Yes. To delete an existing product registration, you can use the “Delete registration” option.

    Log into your account and select "My Product Registrations", find the relevant product from your list of registrations and select “View Registration”. Here you will find the option “Delete registration”.
     
  • My phone charges fast up to 80% fast, then slow. Why?
    It is normal because USB-PD (USB Power Delivering) fast charging has a higher charging speed at the beginning and lower when your device soon to be full.
  • Keeping your Laptop connected to the InfinityLAB charger
    Yes, you can leave laptop connected to the charger even after it’s fully changed. The charger will charge your laptop again if needed. 
  • Keeping your charger connected all the time
    It is fine to leave the InfinityLAB charger plugged in the wall outlet when you are not using it. However even without charging your device, the charger will consume a little bit of power when connected to an active power source.

    To save energy, suggest unplugging it from the wall outlet if you won’t use the charger for a long time.
  • Keeping fully charged devices connected to our power banks
    When your phone/device is fully charged, the InfinityLab power bank will stop output (charging).
  • I received my InfinityLab power bank, but it could not be charged
    With different storage conditions and shipping durations, your power bank may go into deep sleep mode to protect the battery. If the power bank does not start charging your device when used for the first time, connect the power bank to a power source and charge it for 15-30 minutes, it should then work normally. If it still does not work, contact our customer service team and we will be happy to help you: https://support.infinitylab.com/#contact
  • InfinityLab power bank will not damage your device when charging
    The InfinityLab power bank will not damage your device.
    The InfinityLab power bank will deliver the power your device needs during charging, andd the InfinityLab power bank features auto protection against overheating and features overcurrent/overvoltage conditions. 
  • InfinityLab Power Banks: Luggage Restrictions on Flights
    All InfinityLab power banks are < 100Wh, so there are no restrictions for taking them onto flights as hand luggage (also known as cabin baggage or carry-on luggage).
    However, power banks are not allowed to be carried in your hold luggage (also known as checked luggage).
  • If I return all the items, will I still be charged for delivery?
    If any of the items we deliver are damaged or incorrect, we will refund the delivery charge. If you change your mind about wanting to keep them, you may return them at no charge, but we will not refund the original delivery charge.
  • How to use pass-through charging feature
    Smart pass-through charging helps you boost your device and power bank simultaneously through one wall outlet.

    Here is how it works:
    1. Plug your power bank into a wall charger.
    2. Connect your device to the power bank (using the integrated cable or connecting a cable to it).
    3. Press the power button on the power bank to trigger charging if your phone/device doesn't indicate it is charging.
  • How to charge your Laptop device properly
    To deliver 65W PD charging to your laptop, you will need a USB-C to USB-C cable supporting minimal 3A current.
    To deliver 100W PD charging to your laptop, you will need a USB-C to USB-C cable supporting with E-Mark and supporting 5A current.
  • How to charge your devices using wireless charging feature
    To enjoy the wireless charging feature for your InfinityLab power bank, below are the instructions on how to activate it.
    1. Press the power button (located on the front side, next to the battery indicator).
    2. Place your device on top of the power bank.
    3. The LED indicator on the side of the power bank will light up, indicating that the product is "charging."
  • How to charge devices with your power bank
    Ensure that your InfinityLab power bank is charged, then press the power button to trigger charging.
    If nothing happens, please try to charge your power bank with a different charger and check the charging indicator next to the power button to see if the LEDs lights are blinking.

    If it still doesn’t work, please contact our customer service team for help. 
  • How Smart Power distribution work
    The InfinityLAB charger has "smart power distribution" feature, it's smart enough to know how to allocate power, depending on which devices are plugged in.

    Take 65W charger as an example:
    If plug in only 1 USB-C device to this charger, the USB-C port can deliver max. 65W PD fast charging.
    If plug in one USB-C device and one USB-A device simultaneously to this charger, the USB-A port can deliver max.15W fast charging, and the USB-C port can deliver max. 45W PD fast charging.
     
  • Fast charging and protocol technology
    The InfinityLAB charger supports Power Delivery 3.0 to provide you with the fast-charging experience. 
  • Do you deliver overseas?
    We do not ship internationally.
  • Do not use the Integrated cable to charge your InfinityLab Power bank
    The integrated cable only serves as output to charge your devices.  Please use the input port to recharge your power bank.
  • Do I get charged for delivery of each item?
    You will not be charged for ground shipping. Expedited shipping costs are based upon total weight and service availability.
  • Compatibility List
    It can fast charge almost anything with a USB-A or USB-C cable—phones, earbuds, power banks, cameras, even your laptop or gaming console.
  • Charging your Laptop
    100W, 65W and 30W InfinityLAB chargers can fast charge USB-C equipped laptops.
    The 100W charger supports laptops that require output power no more than 100W.
    The 65W charger supports laptops that require output power no more than 65W.
    The 30W charger supports laptop that require output power no more than 30W.
  • Charging your device wirelessly and wired at the same time
    We suggest picking one way to charge your phone, so either charge your phone through wireless charging or wired charging. You cannot charge one device using both options at the same time.
     
  • Charging your devices using USB-A Connection
    USB-A output doesn’t support PD fast charging. To enjoy PD fast charging and with your device support, please use USB-C output (if your InfinityLab device has a USB-C output).
     
  • Charging time for the ClearCall Speaker
    It will take about 4 hours to fully charge the InfinityLab ClearCall speakerphone using a charger that supports 5V 2A.
  • Charging devices wirelessly with a protected case/cover
    Our InfinityLab power bank should work with most cases in the market, and it depends on the design of the protected case/cover.
    However, if your case’s bottom surface is thicker than 3mm, it may impact your wireless charging experience, and we recommend taking off the protected case/cover for the best charging experience.

    If your phone case/cover has a metal plate on the back, it will not charge your device since it is a security feature of the FOD (Foreign object detection).  This means our Infinity Lab Qi-certified power bank can detect if a foreign object, such as metal, is on its surface. If that happens, the wireless charger either stops charging or does not start charging at all.
     
  • Charging devices using a higher rated InfinityLAB Charger
    The InfinityLAB charger will not damage your device while charging.

    The InfinityLAB charger will deliver the power your device needs during charging, and the InfinityLAB charger features auto protection against overheating, overcurrent, and overvoltage.
  • Charging a Laptop using a power bank
    InstantGo 10,000 with a built-in USB-C cable and InstantGo 10,000 Wireless should be able to charge your laptop.
    However, it may not apply to laptops that require output power of more than 30W.

    Please check your laptop requirement before charging it with our devices.
     
  • Charger gets warm while charging
    Yes, it's normal to get warm during charging. The InfinityLAB charger features over temperature protection to ensure your usage is safe.
     
  • Can I change my order?
    Once the order has been placed, it cannot be changed online. If you want to change your order, please call the phone number posted at the top of this page, and if it has not yet been processed we will change or re-issue a new amended order.
  • Battery capacity and charge cycle information
    Under normal usage, the battery should remain at 80% capacity after 300 charge cycles.

    What is a charge cycle?

    Your power bank is 100% charged, and then one cycle means when you discharge the device to 0% and charge it all the way up to 100%. That is one full charge cycle.
  • All the charging options for your power bank
    Here are all the possibilities of how you can charge devices from your power bank.
    • InstantGo 5,000 with built-in Lightning cable: 1 (1 x integrated cable)
    • InstantGo 5,000 with built-in USB-C cable: 2  (1 x integrated cable, and 1 x USB-C output)
    • InstantGo 5,000 wireless: 3 (1 x Wireless, 1 x USB-C output and 1 x USB-A output)
    • InstantGo 10,000 with built-in Lightning cable: 2 (1 x integrated cable, and 1 x USB-A output)
    • InstantGo 10,000 with built-in USB-C cable: 3 (1 x integrated cable, 1 x USB-C output and 1 x USB-A output)
    • InstantGo 10,000 wireless: 3 (1 x Wireless, 1 x USB-C output and 1 x USB-A output)
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