If a feature is important to you, check before you buy.

What did you want them to check?

Before assuming they haven't done their research and it can't possibly be a different or, heaven forbid, a Sonos issue, think that maybe they did and it should work?

To the OP, check if this helps?

Can you be a little more specific? In which use case? Playing music etc via Bluetooth or streaming video and swapping from Arc? Don't expect Ace wear detection to halt video playing, but do expect it to halt music etc through an app.

Hi I just using them to play music from spotify and never detected the sensor when I took off from my ear the headphones. It happend the same when i received a call they did not answer call automatically when I putted them on.

Return them. Sonos are promising many things with their sales spiel and letting customers down big time, like the promise of a seamless easy to use whole house wireless speaker system. Do not spend hours on the phone trying to rectify something that you were told would function as described, send them back and move on to something that works as you expect straight from the box.

Check that the ear pads are on properly and the sensor lines up with the sensor port in the ear cup.

Simply removing the headphones will not tear down the Spotify connection. You need to power down the headphones. Spotify will then transfer back to the Spotify App. A while after removal there will be a timeout, but this will probably be beyond your patience.

I doubt that the headphones will ever work as you prefer.

If I’m listening to music through my Android phone a call will replace the music. Note that this is something that I only use for testing purposes and don’t care about. Therefore I am not aware of potential timing issues that may be important to some users.

The headphones will manage two sources nicely. In my situation there is a PC, an iPad, and an Android phone vying for the headphones. The “number three” source may have disconnected and need to be reconnected, but then one of the other devices will become “number three”. Over the weeks, (updates) this has become less of an issue, but I sometimes need to slap something in order to re-establish a (“number three”) connection.

@Cesar SancheZ,

I would suggest trying what @Stanley_4 mentions… remove the magnetically connected ear-pads and re-seat them. I would also toggle the wear detection off/on again in the Sonos App and ensure the Ace is running on the latest firmware update.

To get the wear detection feature working for answering incoming phone calls, you need to enable that feature in the App too (if not done already), as that option is set to disabled by default.

@Cesar SancheZ,

Ken uses his headphones more than I. 

Maybe one of these options will help you.

Same problem with mine too, it worked for a while and after that it just stopped working , after the newest firmware update (3.1.4 or something) it started working again for a couple of uses after that it just stopped working 

If available to you, maybe try a different mobile device - one that is using a different Bluetooth chipset and see if that resolves your issue. 

In my own use-case I’m using an Apple iPad Pro (3rd Gen) and the wear detection works well with the Ace to stop/start the audio (usually Amazon Music or Apple Music Apps). It works at least 99% of the time as a bit of an estimate. My hair is short too and so never likely to interfere with the feature.

Some users have reported removing/reseating the ear-cushions can sometimes help - I’d also carefully check the infrared sensors for any condensation/sweat etc. and perhaps carefully wipe those with a soft clean dry cloth.

I don’t have other Bluetooth devices I have an iPhone 16 Pro Max, I cleaned the IR sensors, cut my hair still not working, after hard resetting the Ace it works for a couple of uses after that it stops working

Strange it’s all working fine here, the wear-detection works well in fact, but maybe you have a fault, so I suggest it might be best to reproduce the issue(s) seen and then immediately submit a Sonos system diagnostic report from within the Sonos App, note it’s reference and contact/chat with Sonos Support Staff via this LINK and see what the Staff can perhaps suggest to help you to resolve the matter.

I encountered this issue today after updating my headphones to version 3.1.4-e16e1c539. Here’s how to check for this bug:

• Play music and then remove the headphones, the music continues to play.

• Remove the magnetic ear cup on the right side, and the music will stop.

If this happens, perform a hard reset by checking the status light:

• If the bug persists, the status light will not turn blue.

• To make the status light turn solid blue, remove the magnetic ear cup on the right side first.

• Then, follow the factory reset steps provided on the website.

• After the reset, reattach the ear cup before reconnecting the device through the Sonos app.

After this, the bug should be resolved.