FAQ

Product & Compatibility

Q: Is MoerDuo Plus only for T-coil applications, or can it also function like a regular MoerDuo? And can both models work with a T-coil hearing loop from another supplier? ›
A: Both MoerDuo and MoerDuo Plus support T-coil hearing loops, including those from other suppliers. However, we recommend MoerDuo Plus because it provides stronger audio output and an overall better experience. It also supports all standard MoerDuo use cases, including output to speakers, headphones, or any compatible T-coil loop.
Q: Are MoerLab products compatible with ReSound Nexia and Jabra Enhance Pro 20 hearing aids? ›
A: Yes. MoerLab transmitters such as MoerLink™, MoerDuo™, TV hearMore™ and SoundLinker™ are fully compatible with ReSound Nexia™, Jabra Enhance™ Pro 20, and other Auracast™ hearing aids.
Q: Can multiple receivers listen to one transmitter at the same time? ›
A: Yes. Auracast™ allows one transmitter to broadcast to multiple receivers simultaneously — ideal for family TV watching, group tours, or classroom environments.
Q: Can I use MoerDuo™ as both a transmitter and a receiver? ›
A: Yes. You can switch between Transmit (TX) and Receive (RX) modes using the side button. Each mode supports Auracast™ functions independently.
Q: Does Bluetooth® v5.3 automatically mean Auracast™ support? ›
A: Not necessarily. Bluetooth® v5.3 is a requirement for Auracast™, but the transmitters or receivers must also support Bluetooth® LE Audio and be explicitly designed for Auracast™ functionality. Auracast™ is part of the Bluetooth® LE Audio suite, so devices must support this specific protocol.
Q: Can an Android phone or iPhone work as an Auracast™ receiver? ›
A: Currently, iPhones and Android phones do not have built-in Auracast™ receiver capabilities. However, with a compatible app, your phone can serve as an Auracast™ assistant to help manage and control Auracast-enabled devices (e.g., headphones, earbuds, or speakers) and select the audio source.
Q: What devices have been tested with MoerLab® transmitters? ›
A: We have conducted limited testing with devices from other brands. The following devices have been confirmed to work with our Auracast™ transmitters:
1. Auracast™ Hearing Aids: ReSound™ Nexia™, Jabra™ Enhance Pro 20
2. Auracast™ Earbuds: Galaxy™ Buds 2 Pro, Samsung™ Buds 3 Pro, Sony™ WF-1000XM3, Xiaomi™ Buds 2, Redmi™ Buds 5 Pro
Q: Can regular Bluetooth earbuds receive Auracast™ audio through the MoerLab® app? ›
A: No. The Auracast™ transmitter can only transmit Auracast™ audio to Bluetooth headphones or earbuds that support Auracast™. The MoerLab® Asst. app acts as an assistant to simplify operation for Auracast-enabled receiver devices. It cannot turn non-Auracast™ devices into Auracast™-compatible devices.
Q: Which products are compatible with the MoerLab® PC Tool? ›
A: The MoerLab® PC Tool is compatible with MoerLab® Auracast™ transmitters and the transceiver, including TV hearMore™ (ABB01), SoundLinker™ (AMP10), MoerLink™ (AAD02), and MoerDuo™ (AHA02).
Q: Which tested hearing aids are compatible with MoerLab® transmitters? ›
A: ReSound™ Nexia™ hearing aids and Jabra™ Enhance Pro 20 hearing aids have been tested and confirmed to work with MoerLab® transmitters.
Q: Which transmitters work with Auracast™ hearing aids? ›
A: MoerLink™, TV hearMore™, SoundLinker™, and MoerDuo™ are fully compatible and work reliably with ReSound™ Nexia™ and Jabra™ Enhance Pro 20 hearing aids when set to a 24 kHz sampling rate. Please use the MoerLab® PC Tool to configure the correct sampling rate before connecting to Auracast™ hearing aids.
Q: Does MoerLab® SoundLinker™ support audio transmission via USB? ›
A: Yes, it does. However, the USB cable must support data transmission. If you're experiencing issues, try another USB cable that supports data transfer.
Q: What’s the difference between “MoerLink™” and “DB100™”? ›
A: MoerLink™ supports Classic Bluetooth® and Auracast™. DB100™ supports Auracast™ and ULL (Ultra Low Latency).
Q: Does TV hearMore™ support optical Dolby® Digital input? ›
A: No. TV hearMore™ does not support Dolby® decoding. Please use a PCM output format from your TV.
Q: Does TV hearMore™ support audio output from a laptop’s HDMI port? ›
A: No. Laptops typically use HDMI for video output only and usually lack ARC (Audio Return Channel) functionality. ARC is supported on certain TV HDMI interfaces to enable two-way audio transmission, but it’s generally unavailable on laptop HDMI ports.
Q: Can your products send Auracast™ to a phone and then to Bluetooth earbuds connected to the phone? ›
A: No, they can’t. Auracast™ audio requires both devices in the chain to be Auracast-enabled. A phone does not support Auracast™ reception or retransmission, so it cannot receive Auracast™ and forward it to connected earbuds.
Q: How does the MoerLab Auracast™ Assistant app work? ›
A: The app is compatible with all MoerLab receiver products, including headphones and earbuds. It helps you manage, configure, and control Auracast-enabled MoerLab devices. For more details, please visit:
https://www.moor-audio.com/pages/see-how-moerlab-asst-app-works
Q: Why can’t DB100™ connect to EchoBeatz™ in Auracast™ mode? ›
A: Please make sure your computer is already playing an audio source before connecting the DB100™ as an Auracast™ streaming source.
Q: Why can’t SoundLinker™ transmit audio to traditional Bluetooth earbuds? ›
A: SoundLinker™ works in BIS (Auracast broadcast) and CIS (1-to-1) modes, not Classic Bluetooth. The receiver must support BLE Audio with CIS in order to connect in 1-to-1 mode.
Q: Which MoerLab receivers support BLE Audio with CIS and can connect with SoundLinker™ in 1-to-1 mode? ›
A: The hearClear™ earbuds, EchoBeatz™ headphones, MoerDuo Plus™ receiver, and MoerDuo™ transceiver all support BLE Audio with CIS and can work with SoundLinker™ in both Auracast and CIS (1-to-1) modes.

Setup & Operation

Q: Where can I get the PC configuration tool? ›
A: Please download it from our website:
https://www.moor-audio.com/pages/firmware-update
or request it by email at: support@moor-audio.com
Q: What is the sampling rate of MoerLab® transmitters? ›
A: Most MoerLab® transmitters use a 48 kHz sampling rate to ensure high-quality audio transmission. When connecting to Auracast™-compatible hearing aids, you can switch to 24 kHz to better meet connectivity requirements. Please use the MoerLab® PC Configuration Tool to adjust this setting.
Q: Do MoerLab® receivers work with a MoerLab transmitter set to 24 kHz? ›
A: Yes. All MoerLab® receivers are fully compatible and can receive audio from a MoerLab® transmitter operating at either 24 kHz or 48 kHz.
Q: Why is there a difference between 24 kHz and 48 kHz? ›
A: The sampling rate affects audio quality, bandwidth, and power consumption.
– 24 kHz: Optimized for hearing aids, offering stable connections and lower power use.
– 48 kHz: Higher audio quality for TV, music, and general listening.
Q: How do I use the PC Tool to configure MoerDuo™? ›
A: Please follow these steps:
1. Download and open the PC Tool on your computer.
2. Power on MoerDuo™ and switch it to TX mode.
3. Connect it to your computer with a data-capable USB Type-C cable.
4. In the PC Tool, select “MoerLab Transceiver” and click “Connect”.
You can also refer to the detailed information here:
https://www.moor-audio.com/pages/security-solution
Q: Why does the PC Tool hang when changing the sampling rate on MoerDuo™ TX? ›
A: This may happen if the MoerDuo™ TX is running an older firmware version. The PC Tool is compatible only with firmware version 3.6.9 or newer. If your firmware is older, the Tool may freeze or become unresponsive during setting changes.
To resolve this, please update the MoerDuo™ firmware via OTA using the OTA firmware update tool and follow the User Guide. The latest firmware version is V3.7.0.
Q: Why is the MoerDuo™ device greyed out and unselectable in the hearing aids app even after I’ve set the sampling rate to 24 kHz? ›
A: Please update the MoerDuo™ firmware to the latest version V3.7.0. We have released it on our official website:
https://www.moor-audio.com/pages/firmware-update-1
In this update, the issue has been fixed and the sampling rate setting now remains saved after reboot. Please update the MoerDuo™ firmware via OTA before reconnecting to your hearing aids.
Q: Where can I get the MoerLab Auracast™ Assistant app? ›
A: The “MoerLab Asst.” app is available for both Android and iOS devices. You can download it from Google Play and the Apple App Store.
Q: Why is my MoerLab® Asst. app stuck on “Searching connected devices”? ›
A: Please refresh the MoerLab® Asst. app page each time you connect — close the previous page from your phone’s multitasking screen and reopen the app. This helps avoid being stuck on “Searching for connected device”.
Q: How do I reconnect MoerDuo Plus™ after it has gone out of range? ›
A: When MoerDuo Plus™ is disconnected from the transmitter due to being out of range, simply press the MFB button three times quickly after returning within range. Once you hear the voice prompt “Auracast™ scan”, it will automatically reconnect to the transmitter.
Q: Will SoundLinker™ stream while it is connected to the main power? ›
A: It depends on the audio source.
– If the source is a built-in or external microphone, the audio will be streamed up to the computer for recording.
– If the source is via USB or 3.5 mm input, the audio can be broadcast normally as Auracast™.
Q: Can I keep my TV speakers active while using TV hearMore™? ›
A: Some TVs support simultaneous audio output from Toslink and built-in speakers. For 3.5 mm and HDMI-ARC outputs, audio is usually switched exclusively — enabling one will typically disable the other. Please check your TV’s audio settings to see what combinations are supported.

Warranty & Support

Q: What is the warranty period? ›
A: All MoerLab products are covered by a one-year limited warranty from the date of purchase. Proof of purchase is required.
For full details, please refer to our official Warranty Policy.
Q: How can I request warranty service, and where can I download firmware updates or PC tools? ›
A: You can download the latest PC tools and firmware from our firmware-update page on the official website. If you need assistance, please contact our support team by email.

Order & Delivery

Q: Where can I buy MoerLab products? ›
A: You can purchase MoerLab products directly on our official website, through authorized distributors, or via Amazon stores in selected regions.
Q: What is your return and refund policy? ›
A: Please refer to our Return & Refund Policy page on the website for detailed terms, conditions, and procedures.
Q: What are your shipping details? ›
A: Orders are typically processed within 1–3 business days. We offer standard shipping (around 7–15 days) and express shipping (around 3–7 days). Customers may also use their own freight company for pickup.
Shipping costs vary depending on location and order value. International shipping is available, and customers are responsible for customs fees and import duties where applicable. Tracking details are provided for all shipped orders, and failed deliveries may incur reshipping fees. Please contact us if you have any questions about shipping arrangements.
Q: What is your return policy? ›
A: Our return policy allows returns within 14 days of delivery, with no restocking fee. The customer covers return shipping unless the item is defective or the error is on our side. Refunds are typically processed within 5 business days after we receive the returned item and are issued to the original payment method. For return assistance, please contact: support@moor-audio.com
Q: What is your contact information? ›
A:
Company: MOOR Technology Co., Ltd.
Email: info@moor-audio.com
Address: Rm. 5B26, 5F., No. 5, Sec. 5, Xinyi Rd., Xinyi Dist., Taipei City 110202, Taiwan
VAT number: 28519954