Beats Earbuds - Left bud not playing Audio & Eearbuds not showing in accessibility

I bought my kids beats earbuds for xmas - they're connecting to their iPhones, but the left bud on both aren't working(???)! We've followed the support steps of going to Settings>Accessibility>Headphone Accommodations & get the error that custom setup is "only available for supported Apple & Beats headphones" and when I got to Accessibility>AirPods the Beats don't show up, so I can't find any settings. What are we doing wrong (we actually already returned a pair thinking it was a problem with the unit!).