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562C2D68-971C-429B-AA1D-B87DA05127F8

Broken heating blade

    Accidents can happen. We will support you! 

    Most of the cases of a broken heating blade happen due to;

    • Exerting stress to the blade while cleaning the device
    • Twisting the tobacco stick in the device
    • Incorrect insertion of the cap to the device

    See the demonstration for the tips to avoid breaking the heating blade

    Through the accidental damage coverage offered by myIQOS, we may replace your device with no cost.  

Find out below to see your eligibility!
Display eligibility

Lights not turning on when the button pressed

    Your device might be OFF

    Press the button for 4 seconds to turn your device ON. Remember, the same action applies to turn it OFF as well.

After these steps, were you able to turn ON your device?
YES NO

Issue Resolved

    Congratulations! We are happy that you can continue enjoying your IQOS ORIGINALS ONE.

    If you need further assistance with your device, please use our online diagnostic tool or contact our Customer Care Center:

    800MYIQOS (694767)

    We are frequently introducing new product options. See what’s new by visiting us online at one of our retail stores.

    This product is not risk free and provides nicotine, which is addictive. Only for use by adults.

FINISH

Lights not turning on when the button pressed

    Your device might not be charged

    1.Ensure the optimal charging for your device;

    • Use official IQOS power adaptor and cable. Unofficial ones may interrupt the charging.
    • Refrain from charging with a laptop. This may also interrupt the charging

    2.Check the charging cable entrance of your device. If there is any blockage, remove the blockage by gently blowing from distance.

    3.Plug the device into a wall power outlet with the official IQOS power adaptor and cable

    • While it is being charged, the lights will be pulsing.
    • Seeing a light on a deeply discharged device may take up to 20 minutes. See the demonstration.

    4.Perform RESET for your device;

    i.Press the button for 10 seconds. Keep it pressed while all the lights dim out.

    ii.The RESET will be confirmed when all the lights briefly blinks white.

After these steps, did your pocket charger start to be charged?
YES NO

Issue Resolved

    Congratulations! We are happy that you can continue enjoying your IQOS ORIGINALS ONE.

    If you need further assistance with your device, please use our online diagnostic tool or contact our Customer Care Center:

    800MYIQOS (694767)

    We are frequently introducing new product options. See what’s new by visiting us online at one of our retail stores.

    This product is not risk free and provides nicotine, which is addictive. Only for use by adults.

FINISH

If your device is eligible, we will place a replacement order for you!

Do you want to proceed to the eligibility check?

Do you want to proceed to eligibility check?

Click “Start” and login, select or add the correct device, and proceed with diagnostics.

START

Experience does not start (there is light, but no heating)

    Your device might not be charged enough

    1.Check the charge level of your device with a brief press on to the button.

    • The lights on the button should turn ON briefly to show the battery level (1 light=25%, 2 lights=50%, 3 lights=75%, 4 lights=full charge)

    2.Fully charge your device by plugging it into a wall power outlet with the official IQOS power adaptor and cable

    • While it is being charged, the lights will be pulsing.

After charging your device, were you able to use it?
YES NO

Issue Resolved

    Congratulations! We are happy that you can continue enjoying your IQOS ORIGINALS ONE.

    If you need further assistance with your device, please use our online diagnostic tool or contact our Customer Care Center:

    800MYIQOS (694767)

    We are frequently introducing new product options. See what’s new by visiting us online at one of our retail stores.

    This product is not risk free and provides nicotine, which is addictive. Only for use by adults.

FINISH

Experience does not start (there is light, but no heating)

    Your device might need a RESET

    1.Perform RESET for your device;

    i.Press the button for 10 seconds. Keep it pressed while all the lights dim out.

    ii.The RESET will be confirmed when all the lights briefly blinks white. 

After these steps, were you able to use your device?
YES NO

Issue Resolved

    Congratulations! We are happy that you can continue enjoying your IQOS ORIGINALS ONE.

    If you need further assistance with your device, please use our online diagnostic tool or contact our Customer Care Center:

    800MYIQOS (694767)

    We are frequently introducing new product options. See what’s new by visiting us online at one of our retail stores.

    This product is not risk free and provides nicotine, which is addictive. Only for use by adults.

FINISH

If your device is eligible, we will place a replacement order for you!

Do you want to proceed to the eligibility check?

Do you want to proceed to eligibility check?

Click “Start” and login, select or add the correct device, and proceed with diagnostics.

START

Blinking white light

    Your device might have been exposed to outside of operating temperature

    • Your IQOS is designed to operate between 0°C and 50°C
    • When it is exposed to too cold or too warm temperatures, you may need to let it cool down or warm it up in your pocket.

     

    Visit “Get Support” section to learn further tips about the maintenance of your device.

Learn more

Blinking red light

    Your device’s heating blade might be broken

    1. Remove the cap completely.
    2. Visually check the heating blade to see if it is broken

Is your heating blade broken?
YES NO

If your device is eligible, we will place a replacement order for you!

Do you want to proceed to the eligibility check?

Do you want to proceed to eligibility check?

Click “Start” and login, select or add the correct device, and proceed with diagnostics.

START

Blinking red light

    Your device software might need a RESET

    1. Perform RESET for your device;

    i.Press the button for 10 seconds. Keep it pressed while all the lights dim out.

    ii.The RESET will be confirmed when all the lights briefly blinks white. 

After these steps, is your device working?
YES NO

Issue Resolved

    Congratulations! We are happy that you can continue enjoying your IQOS ORIGINALS ONE.

    If you need further assistance with your device, please use our online diagnostic tool or contact our Customer Care Center:

    800MYIQOS (694767)

    We are frequently introducing new product options. See what’s new by visiting us online at one of our retail stores.

    This product is not risk free and provides nicotine, which is addictive. Only for use by adults.

FINISH

If your device is eligible, we will place a replacement order for you!

Do you want to proceed to the eligibility check?

Do you want to proceed to eligibility check?

Click “Start” and login, select or add the correct device, and proceed with diagnostics.

START

Blinking yellow light

    Your device needs to be charged

    1.Ensure the optimal charging for your device;

    • Use official IQOS power adaptor and cable. Unofficial ones may interrupt the charging.
    • Refrain from charging with a laptop. This may also interrupt the charging

    2.Plug the device into a wall power outlet with the official IQOS power adaptor and cable

    • While it is being charged, the lights will be pulsing. 

     

    Visit “Get Support” section to learn further tips about the maintenance of your device.

Learn more

Problem inserting tobacco stick

    There might be remaining tobacco inside your device from the previous experience

    • After using a tobacco stick, some tobacco residues may remain in the device causing insertion issues. See the demonstration.
    • This usually happens when the device cap is not pulled up before removing the used tobacco stick.
    • In order to remove it, follow the below steps;

    1.Remove the cap from the device by sliding it up.

    2.Gently tap the cap to the table. Use an IQOS cleaning stick and sweep the interior of the cap to remove the last bits of tobacco.

    3.Apply the same process with the device. Refrain from exerting stress to the blade

    4.Insert the cap back to the device correctly.

    Visit “Get Support” section to learn further tips about the maintenance of your device.

Learn more

Device does not provide enough aerosol

    It might be the time to clean your device!

    • This may occur due to insufficient cleaning. In additional to the surrounding of your heating blade, you should clean the cap as well.
    • This will allow the aerosol to flow properly. Also, you should replace your device cap every 6 months
    • Follow the below steps to clean your device;

    1.Ensure to let your device fully cool down before you start cleaning (at least 30 seconds after the last use)

    2.Slide the cap off and tap out any loose tobacco.

    3.Open the rotating head of the cleaning tool and insert without twisting. Gently rotate three times and remove without twisting. Gently tap your device again for any remaining residue

    4.Open the sweeping head of the cleaning tool and align the position to the holder and the heating blade. Insert smoothly without twisting. Move sideways from left to right to remove the residue around the blade. Gently tap your device again for any remaining residue.

    5.Use cleaning sticks to clean inside the device without touching the heating blade. Clean also the inside of the cap from the bottom and the top.

    6.Refrain from applying too much pressure and touching the heating blade.

    7.Clean after each pack of the tobacco sticks to save the taste you like

     

    Visit “Get Support” section to learn further tips about the maintenance of your device.

Learn more

Physical Damage

    We are sorry your IQOS has got damaged.

Are you still able to use it with this physical damage? For example; can your device still heat the tobacco sticks?
YES NO

Not Covered

    Cosmetic damages (such as scratches, dents, broken plastic, hairline cracks, discoloration), damage or failure caused by normal wear and tear of your device are excluded from voluntary warranty and myIQOS accidental damage coverage

    Our online store offers a wide range of accessories that could help you minimize the impact of the cosmetic damage.

    If you wish to reach a customer service representative, visit “contact us” page to choose the channel of your preference.

    IQOS CUSTOMER CARE

FINISH

If your device is eligible, we will place a replacement order for you!

Do you want to proceed to the eligibility check?

Do you want to proceed to eligibility check?

Click “Start” and login, select or add the correct device, and proceed with diagnostics.

START

Device cannot deliver up to 20 experiences

    [Knowledge only, NOT to communicate]

    A- The customer might not be using the device fully charged

    B- Customer’s device battery capacity might be degraded by time – which is normally out of warranty

    COMMUNICATE:

    • Your device is designed to deliver up to 20 experiences, only when it is FULLY Charged

    CONFIRM TOGETHER WITH THE CONSUMER:

    1.Advice to use the official IQOS power adaptor and cable, charge it through a wall power outlet (don't use laptop's USB ports).

    2.During charging, the lights on the device will pulse. When all lights automatically turn OFF while still plugged, it means your device has reached a full charge.

    3.This can be confirmed with a brief press and release of the pocket charger button. All 4 strip lights should be white.

    4.After these steps, now with a full charge, can the customer use the device for up to 20 experiences?

    DECIDE:

    • According to the above steps and the consumer’s claim, make the decision;

    a.Customer’s device can be used for up to 20 experiences, therefore, DO NOT replace.

    b.Customer’s device cannot be used up to 20 experience. Proceed with the next step communication.

Choose the option from the below to continue
I confirm that there is no need of replacement There might be a need of device replacement

Issue Resolved

    Congratulations! We are happy that you can continue enjoying your IQOS ORIGINALS ONE.

    If you need further assistance with your device, please use our online diagnostic tool or contact our Customer Care Center:

    800MYIQOS (694767)

    We are frequently introducing new product options. See what’s new by visiting us online at one of our retail stores.

    This product is not risk free and provides nicotine, which is addictive. Only for use by adults.

FINISH

Device cannot deliver up to 20 experiences

    Customer’s device battery capacity might be degraded by time – which is normally out of warranty

    COMMUNICATE:

    • As any other electronic devices, the battery performance of the device reduces over time. This is a normal situation for a battery performance on electronics.
    • The reduced battery performance may affect the capacity.
    • According to the electronics industry standards and our warranty terms, battery degradations are out of warranty.
    • However, our customer’s satisfaction is our top priority.
    • Let’s check if your device is still under warranty, if so, we may have the possibility to replace your device. 

Find out below to see the eligibility!
Display eligibility

If your device is eligible, we will place a replacement order for you!

Do you want to proceed to the eligibility check?

Do you want to proceed to eligibility check?

Click “Start” and login, select or add the correct device, and proceed with diagnostics.

START

Inhalation experience duration is less than what it is designed for

    [Knowledge only, NOT to communicate]

    A- This might be an issue caused by wrong usage

    COMMUNICATE:

    • The device is designed to provide you experiences that each have up to 6 mins and/or 14 puffs whichever comes first

    CONFIRM OR TEST TOGETHER WITH THE CONSUMER:

    1.Advice the customer to use the device fully cleaned. Watch the tutorials for “How to clean the device”

    2.Check if it happens once or intermittently. If this was the case, it’s likely to be an issue with the consumable and not the device. Heat sticks may or may not leave a stain once they have been used / No stain mark is not a sign the tobacco was not heated properly.

    3.Advice to test the puffs and inhalation duration.

    4.Advice to keep the track of the time passed and the puffs while taking this test. The time it takes for the device on the initial heating (~ 20 seconds) is also considered to be part of the 6 minutes.

    5.Does it deliver experiences with 14 puffs OR around 6 minutes?

    DECIDE:

    • According to the above steps and the consumer’s claim, make the decision;

    a.Inhalation delivery duration and puffs are within acceptable limits, therefore, DO NOT replace.

    b.Inhalation delivery duration and puffs are out of acceptable limits. Proceed with the next step communication

Choose the option from the below to continue
I confirm that there is no need of replacement There might be a need of device replacement

Issue Resolved

    Congratulations! We are happy that you can continue enjoying your IQOS ORIGINALS ONE.

    If you need further assistance with your device, please use our online diagnostic tool or contact our Customer Care Center:

    800MYIQOS (694767)

    We are frequently introducing new product options. See what’s new by visiting us online at one of our retail stores.

    This product is not risk free and provides nicotine, which is addictive. Only for use by adults.

FINISH

Inhalation experience duration is less than what it is designed for

    COMMUNICATE:

    • Our customer’s satisfaction is our top priority.
    • Let’s check if your device is still under warranty, if so, we may have the possibility to replace your holder.

Find out below to see the eligibility!
Display eligibility

If your device is eligible, we will place a replacement order for you!

Do you want to proceed to the eligibility check?

Do you want to proceed to eligibility check?

Click “Start” and login, select or add the correct device, and proceed with diagnostics.

START

I couldn’t find my issue amongst these options

    When your IQOS is not functioning as expected, usually some generic steps help to resolve the issue. Let’s start with charging.

    1.Ensure the optimal charging for your device;

    • Use official IQOS power adaptor and cable. Unofficial ones may interrupt the charging.
    • Refrain from charging with a laptop. This may also interrupt the charging.

    2.Check the charging cable entrance of your device. If there is any blockage, remove the blockage by gently blowing from distance.

    3.Plug the device into a wall power outlet with the official IQOS power adaptor and cable

    • While it is being charged, the lights will be pulsing.
    • Seeing a light on a deeply discharged device may take up to 20 minutes.
    • Check the charge level of your device by a brief press on to the button. The lights on the button should turn ON briefly to show the battery level (1 light=25%, 2 lights=50%, 3 lights=75%, 4 lights=full charge)

     

After the steps for the charging, is your issue resolved?
YES NO

Issue Resolved

    Congratulations! We are happy that you can continue enjoying your IQOS ORIGINALS ONE.

    If you need further assistance with your device, please use our online diagnostic tool or contact our Customer Care Center:

    800MYIQOS (694767)

    We are frequently introducing new product options. See what’s new by visiting us online at one of our retail stores.

    This product is not risk free and provides nicotine, which is addictive. Only for use by adults.

FINISH

I couldn’t find my issue amongst these options

    A thorough cleaning of your device may help!

    1.Perform cleaning for your device

    • Always use IQOS original cleaning tool and sticks
    • Clean your device including the cap
    • Change your cap every 6 months

After the cleaning, is your issue resolved?
YES NO

Issue Resolved

    Congratulations! We are happy that you can continue enjoying your IQOS ORIGINALS ONE.

    If you need further assistance with your device, please use our online diagnostic tool or contact our Customer Care Center:

    800MYIQOS (694767)

    We are frequently introducing new product options. See what’s new by visiting us online at one of our retail stores.

    This product is not risk free and provides nicotine, which is addictive. Only for use by adults.

FINISH

I couldn’t find my issue amongst these options

    Let’s try with a RESET

    1.Perform RESET for your device;

    i.Press the button for 10 seconds. Keep it pressed while all the lights dim out.

    ii.The RESET will be confirmed when all the lights briefly blinks white. 

After the RESET, is your issue resolved?
YES NO

Issue Resolved

    Congratulations! We are happy that you can continue enjoying your IQOS ORIGINALS ONE.

    If you need further assistance with your device, please use our online diagnostic tool or contact our Customer Care Center:

    800MYIQOS (694767)

    We are frequently introducing new product options. See what’s new by visiting us online at one of our retail stores.

    This product is not risk free and provides nicotine, which is addictive. Only for use by adults.

FINISH

If your device is eligible, we will place a replacement order for you!

Do you want to proceed to the eligibility check?

Do you want to proceed to eligibility check?

Click “Start” and login, select or add the correct device, and proceed with diagnostics.

START

Great!

Enjoy using your IQOS

DONE

This product is not risk free and provides nicotine, which is addictive.
Only for use by adults.

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