FAQs

Delivery Issues:

Q: If my package arrives incomplete, with some parts missing or damaged, what should I do?

A: If any accessories are missing, please contact our official email at longeye.cs@gmail.com, and we will promptly arrange to resend the missing or damaged parts.

Q: Which countries do you sell to?

A: Currently, we only sell in Japan and the United States.


Product Inquiries:

Q: What is the after-sales policy for your products? How can I contact the manufacturer if my keyboard malfunctions?

A: Our products come with a 1-year warranty, allowing for free repairs or replacements within the first year, and a 30-day no-reason return and refund policy. Please contact our official email at longeye.cs@gmail.com for assistance.

Q: Are the keys weighted and do they have touch response?

A: All of our keyboard keys are semi-weighted with touch response. Within a certain budget range, we balance portability and tactile feedback to provide a satisfying playing experience.

Q: Does the keyboard support Bluetooth MIDI functionality, and does it have MIDI ports?

A: Yes, all our keyboards support Bluetooth MIDI functionality and have MIDI ports.

Q: Is it compatible with iPad/GarageBand?

A: Yes, all our keyboards are equipped with built-in Bluetooth MIDI, enabling connection to iPads and compatibility with GarageBand.

Q: Can I play songs from my phone on the keyboard?

A: Yes, you can pair your phone with the keyboard via Bluetooth and play songs from your phone through the keyboard.

Q: Can I change the pre-installed demo songs on the keyboard?

A: The pre-installed demo songs on the keyboard are preset and cannot be modified.


After-sales Support:

Q: What should I do if some keys on the keyboard do not produce sound upon receipt?

A: We recommend troubleshooting steps: a) For keyboards with built-in batteries, charge the keyboard using the included charger for 3-4 hours, then check if the keys produce sound after the keyboard is fully charged. b) For keyboards using a power supply, troubleshooting of the mainboard may be required.

Q: What should I do if the keyboard sounds out of tune? Some keys sound inaccurate, too high, or too low.

A: We recommend checking if the transpose function is enabled and trying different piano tones to determine if the issue persists. If you still notice the keys being out of tune, we suggest using a professional tuning app to confirm the pitch accuracy, such as a tuner.

Q: What should I do if there is no sound coming from the piano keyboard speakers, but I can hear sound when headphones are connected?

A: First, disconnect all external connections from the electronic keyboard (except for the power supply), then check if the issue persists.

Q: Why do recorded audio files disappear after turning off the keyboard?

A: When recording audio on the keyboard, the recorded audio data is temporarily stored in the keyboard's memory, similar to RAM in a computer. However, the keyboard's memory is typically volatile, meaning the data is cleared once the keyboard is turned off, akin to data loss in RAM when a computer is shut down.

Q: Why does the sustain pedal not produce sustain effects and there is no touch response effect after connecting via Bluetooth MIDI?

A: Sustain pedal effects and touch response only apply to the keyboard itself and do not extend to Bluetooth MIDI connections.

Q: Why is the MIDI connection between the piano keyboard and computer software failing?

A: We suggest trying the following steps: first, completely close the computer software. Next, connect the piano keyboard to the computer using the cable included in the package, and then open the computer software to establish the connection with the keyboard.