Solution:

1. Customers may have accidentally touched the "Touch Controls" area of the earbuds. Please see the photo below.
2. Advise customers to hold the bottom of the ear buds when placing them in their ears so as to avoid the "Touch Controls" area to prevent any accidental activation of certain functions.
3. Because once tap on the "Touch Controls" will Play or Pause the music/movie.

Air 1 Go hold area

Touch Controls guide:

Air 1 Go features touch on the flat area on the outside of the headphones. Press this area gently with you fingers to control music, calls and more. For the full overview of touch commands, see the list below:

 

Both Earbuds

2s     Power On
5s     Power Off
10s   Reset (In the case)

Left Earbud

×1     Volume Up
×2     Volume Down

Right Earbud

×1     Play / Pause
×2     Next Track
×3     Previous Track

×1     Call Answer / Call End
×2     Reject Call
2s     Switch Call
2s     Siri / Google Assistant

 

Pro tip: When inserting the earbuds into your ears, try not press against the touch area, as this can turn off the earbud.