Thank you for reaching out. I would give this link at try https://www.samsung.com/us/support/answer/ANS00086702/
Are you able to reset your device through the Wearables app? You can do this by opening the Wearables app>About Buds>Reset Buds.
If you are unable to reset the buds I would also recommend unpairing and repairing your buds from the Wearbles app and Bluetooth menu after clearing the cache and data from the Wearables App. You can do this by navigating to Settings>Apps>Wearables App>(Force Stop the app)>Storage, from here you can clear the cache and data.
Let me know if this helps!
If after performing the mentioned troubleshooting to no avail, I would recommend getting your device in the hands of a technician to evaluate and repair your device. I would be happy to look into service options for you. Could you please provide me with the model and serial number in a private message to do so? https://bit.ly/2SUXRar
Are you using the browser or the Samsung Members app?