IQOS ILUMA i Operating temperatures

Your Pocket Charger and holder might have been exposed to outside of operating temperature

• You may need to give your device a few minutes to get back to the correct temperature. Please note:
• Your IQOS ILUMA i is designed to operate between 0°C and 40°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.

Congratulations! We are happy that you can now continue enjoying IQOS.

       We are frequently introducing new product and accessories. See what's new by visiting our online store or at one of our retail stores

IQOS CUSTOMER CARE

Within “Get Support” page, you can find useful tip and tricks, firmware update and more information about your device usage and maintenance. Visit get support page!

IQOS CUSTOMER CARE

Holder status light blinking red 3x

Let’s identify why this is causing the issue

Ensure whether the holder itself, is showing an error warning

1. Open the Pocket charger and take out the holder

2. Tap or lift the holder’s Touch Screen

3. Check if the holder itself is flashing the letter “E” 3 times

Importance of cleaning the contacts between holder and Pocket Charger 

The contacts on the holder and Pocket Charger might need cleaning

• If the contacts between your holder and pocket charger are not clean, this also doesn’t let your holder to charge fast enough and your holder status warns you with the red blinking Pocket Charger light 3 times.
• Let’s perform cleaning:
  1. Clean the contacts on your holder and pocket charger
  2. Place the holder back in the Pocket charger

Congratulations! We are happy that you can now continue enjoying IQOS.

       We are frequently introducing new product and accessories. See what's new by visiting our online store or at one of our retail stores

IQOS CUSTOMER CARE

IQOS ILUMA i Operating temperatures

Your holder might be giving you an error warning

1. Ensure that the Pocket Charger and holder are used within the operating temperature (0-40C)

2. Environmental temperature may affect holder’s charging speed as well

Congratulations! We are happy that you can now continue enjoying IQOS.

       We are frequently introducing new product and accessories. See what's new by visiting our online store or at one of our retail stores

IQOS CUSTOMER CARE

How to RESET

Your device might need a RESET

​1. Let's Perform a RESET:

• Place the holder in the Pocket Charger. Ensure to place it correctly.
• Press and hold down the ON/OFF button on the Pocket Charger for 10 seconds.
• Please note: If your IQOS ILUMA i  is turned OFF at the time of RESET; when pressing the button, the lights will be shown after 4 seconds to indicate the device will turn ON or OFF. In order to perform the RESET correctly, it is important to keep the button continuously pressed for 10 seconds, until reset is completed.

2. RESET is confirmed when status lights fade in, blink twice fast, ramp up and then the current device charge level will be shown

Congratulations! We are happy that you can now continue enjoying IQOS.

       We are frequently introducing new product and accessories. See what's new by visiting our online store or at one of our retail stores

IQOS CUSTOMER CARE

Update your firmware

The firmware update may have failed

When a firmware update is failed or being interrupted, the holder lights on the Pocket Charger might blink red 3x.

In case you are not in the process of updating your firmware, please select “ NO” and skip the below steps.

Let’s try updating your firmware again.

• As every electronic device, IQOS is also built from two core elements – physical device items and the digital working instructions, called as firmware.​
• Firmware of your IQOS ILUMA i should be regularly updated for maintenance and improvement of your device performance.​
• Firmware update can be done through IQOS App or visiting an IQOS Store.​
• IQOS App is available both for desktop and mobile devices. 

Congratulations! We are happy that you can now continue enjoying IQOS.

       We are frequently introducing new product and accessories. See what's new by visiting our online store or at one of our retail stores

IQOS CUSTOMER CARE

Clean the charging ports on both the Pocket Charger and the charging cable 

The charging ports might need to be cleaned

In case you were not in the process of charging your device, please skip these steps.

1. Unplug the Pocket Charger and ensure the charging ports on both the pocket charger and the charging cable are dry and clean from contamination

2. For safe use and optimal charging, you have three options:

• Use the AC Power Adaptor from the previous IQOS devices
• Purchase it separately in IQOS stores or on iqos.com
• Use a 3rd party Certified AC Power Adaptor (with the safety certification mark)

Congratulations! We are happy that you can now continue enjoying IQOS.

       We are frequently introducing new product and accessories. See what's new by visiting our online store or at one of our retail stores

IQOS CUSTOMER CARE

Your device might need a RESET

​1. Let's Perform a RESET:

• Place the holder in the Pocket Charger. Ensure to place it correctly.
• Press and hold down the ON/OFF button on the Pocket Charger for 10 second.
• Please note: If your IQOS ILUMA i  is turned OFF at the time of RESET; when pressing the button, the lights will be shown after 4 seconds to indicate the device will turn ON or OFF. In order to perform the RESET correctly, it is important to keep the button continuously pressed for 10 seconds, until reset is completed.

2. RESET is confirmed when status lights fade in, blink twice fast, ramp up and then the current device charge level will be shown

Congratulations! We are happy that you can now continue enjoying IQOS.

       We are frequently introducing new product and accessories. See what's new by visiting our online store or at one of our retail stores

IQOS CUSTOMER CARE

Update your firmware

The firmware update may have failed

When a firmware update is failed or being interrupted, the Pocket Charger light might blink red 3x.
In case you are not in the process of updating your firmware, please select “ NO” and skip the below steps.

Let’s try updating your firmware again.

• As every electronic device, IQOS is also built from two core elements – physical device items and the digital working instructions, called as firmware.​
• Firmware of your IQOS ILUMA i can be regularly updated for maintenance and improvement of your device performance.​
• Firmware update can be done through IQOS App or visiting an IQOS Store.​
• IQOS App is available both for desktop and mobile devices. 

Congratulations! We are happy that you can now continue enjoying IQOS.

       We are frequently introducing new product and accessories. See what's new by visiting our online store or at one of our retail stores

IQOS CUSTOMER CARE

Few seconds of charge should be sufficient until 1 light turn solid white

Your Pocket Charger needs to be charged

Ensure the optimal charging for your device:

- Use the AC Power Adaptor from the previous IQOS devices

- Purchase it separately in IQOS stores or on iqos.com

- Use a 3rd party Certified AC Power Adaptor (with the safety certification mark)

• Plug the AC Power Adaptor to your pocket charger and then to a wall power outlet for 135 min for full charge.
• During charging, the strip lights on the pocket charger will pulse. Few seconds of charge should be sufficient for the yellow light to disappear and at least 1 light to turn solid white.
• To check the level of charge of your device, briefly  press and release the pocket charger button. For a fully charged device, all 4 strip lights should be solid white.

Congratulations! We are happy that you can now continue enjoying IQOS.

       We are frequently introducing new product and accessories. See what's new by visiting our online store or at one of our retail stores

IQOS CUSTOMER CARE

Clean the charging ports on both the Pocket Charger and the charging cable 

The charging ports might need to be cleaned

1. Unplug the Pocket Charger and ensure the charging ports on both the pocket charger and the charging cable are dry and clean from contamination

2. Charge your device by using the AC power adaptor (sold separately) and cable for approximately 135 min,  for full charge. 4 lights will turn solid white and then turn off when it is fully charged.

Congratulations! We are happy that you can now continue enjoying IQOS.

       We are frequently introducing new product and accessories. See what's new by visiting our online store or at one of our retail stores

IQOS CUSTOMER CARE

How to RESET your device

Your device might need a RESET

​1. Let's Perform a RESET:

• Place the holder in the Pocket Charger. Ensure to place it correctly.
• Press and hold down the ON/OFF button on the Pocket Charger for 10 second.
• Please note: If your IQOS ILUMA i  is turned OFF at the time of RESET; when pressing the button, the lights will be shown after 4 seconds to indicate the device will turn ON or OFF. In order to perform the RESET correctly, it is important to keep the button continuously pressed for 10 seconds, until reset is completed.

2. RESET is confirmed when status lights fade in, blink twice fast, ramp up and then the current device charge level will be shown

Congratulations! We are happy that you can now continue enjoying IQOS.

       We are frequently introducing new product and accessories. See what's new by visiting our online store or at one of our retail stores

IQOS CUSTOMER CARE

Clean the charging ports on both the Pocket Charger and the charging cable 

The charging ports might need to be cleaned

1. Unplug the Pocket Charger and ensure the charging ports on both the pocket charger and the charging cable are dry and clean from contamination

2. Charge your device by using the AC power adaptor (sold separately) and cable for approximately 135 min,  for full charge. 4 lights will turn solid white and then turn off when it is fully charged.

Congratulations! We are happy that you can now continue enjoying IQOS.

       We are frequently introducing new product and accessories. See what's new by visiting our online store or at one of our retail stores

IQOS CUSTOMER CARE

How to RESET your device

Your device might need a RESET

​1. Let's Perform a RESET:

• Place the holder in the Pocket Charger. Ensure to place it correctly.
• Press and hold down the ON/OFF button on the Pocket Charger for 10 second.
• Please note: If your IQOS ILUMA i  is turned OFF at the time of RESET; when pressing the button, the lights will be shown after 4 seconds to indicate the device will turn ON or OFF. In order to perform the RESET correctly, it is important to keep the button continuously pressed for 10 seconds, until reset is completed.

2. RESET is confirmed when status lights fade in, blink twice fast, ramp up and then the current device charge level will be shown

Congratulations! We are happy that you can now continue enjoying IQOS.

       We are frequently introducing new product and accessories. See what's new by visiting our online store or at one of our retail stores

IQOS CUSTOMER CARE

How to turn ON the device

Your Pocket charger might be OFF

1. Place the holder inside the pocket charger. Ensure to place it correctly.

2. Press the pocket charger button for 4 seconds to turn your device ON. Remember, the same action applies to turn it OFF as well. Turning OFF the pocket charger will also turn OFF the holder. 

Congratulations! We are happy that you can now continue enjoying IQOS.

       We are frequently introducing new product and accessories. See what's new by visiting our online store or at one of our retail stores

IQOS CUSTOMER CARE

Charging speeds of various instances

Your pocket charger might be discharged

1. Ensure the optimal charging for your pocket charger;

- Use AC Power Adaptor from the previous IQOS devices

• Purchase it separately in IQOS stores or on iqos.com

• Use a 3rd party Certified AC Power Adaptor (with the safety certification mark) 

• Check the charging cable entrance of your pocket charger and the AC power adaptor one. Ensure they are clean and remove any blockage by gently blowing from distance.
• Charge your device for approximately 135 min, for full charge. 4 lights will turn solid white and then turn off when it is fully charged
• If the device is fully discharged, the Pocket Charger’s light might take few seconds  before turning ON.

2. While your pocket charger is being charged, strip lights will be pulsing. Seeing a light on a deeply discharged pocket charger may take few seconds.

• In case a light pattern appears on your Pocket Charger, leave the device to charge until at least 1 white light turns solid white (25% charged) and unplug the device.

Congratulations! We are happy that you can now continue enjoying IQOS.

       We are frequently introducing new product and accessories. See what's new by visiting our online store or at one of our retail stores

IQOS CUSTOMER CARE

How to RESET your device

Your device might need a RESET

1. Let's Perform a RESET:

• Place the holder in the Pocket Charger. Ensure to place it correctly.
• Press and hold down the ON/OFF button on the Pocket Charger for 10 seconds.

2. RESET is confirmed when status lights fade in, blink twice fast and then the current device charge level will be shown

Congratulations! We are happy that you can now continue enjoying IQOS.

       We are frequently introducing new product and accessories. See what's new by visiting our online store or at one of our retail stores

IQOS CUSTOMER CARE

Accidental Damage is a free of charge service for our customers. It is offered as a support to replace the products which lost the functionality, after being subject to the damages that are not covered by voluntary warranty (e.g. drops, contacts with liquids or abrasive agents)

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

Accidental Damage is a free of charge service for our customers. It is offered as a support to replace the products which lost the functionality, after being subject to the damages that are not covered by voluntary warranty (e.g. drops, contacts with liquids or abrasive agents)

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

Holder status light not turning on

Let’s identify what is causing that issue

Your Pocket Charger might:

1. Be turned OFF
2. Be in  low battery
3. Have dirty contacts

Few seconds of charge should be sufficient until 1 light turn solid white

Your device might not be enough charged

• Ensure whether at least there is one solid white light on the Pocket Charger 

Clean the charging ports on both the Pocket Charger and the charging cable 

The contacts on holder and Pocket Charger might need to be cleaned

• Clean the contacts between your holder and the pocket charger
• Let’s perform cleaning:
  1. Clean the contacts on your holder and pocket charger
  2. Place the holder back in the Pocket charger and close the Pocket Charger door
  3. Leave the holder to charge for about 5 mins or until the first light turns solid white
• Please note that in case the holder gets warm when trying to charge it, leave it to cool down and ideally, please visit an IQOS store to receive further support

Congratulations! We are happy that you can now continue enjoying IQOS.

       We are frequently introducing new product and accessories. See what's new by visiting our online store or at one of our retail stores

IQOS CUSTOMER CARE

Few seconds of charge should be sufficient until 1 light turn solid white

Your Pocket Charger needs to be charged

Ensure the optimal charging for your device:

- Use the AC Power Adaptor from the previous IQOS devices

- Purchase it separately in IQOS stores or on iqos.com

- Use a 3rd party Certified AC Power Adaptor (with the safety certification mark)

• Plug the AC Power Adaptor to your pocket charger and then to a wall power outlet for 135 min for full charge.
• During charging, the strip lights on the pocket charger will pulse. Few seconds of charge should be sufficient for the yellow light to disappear and at least 1 light to turn solid white.
• To check the level of charge of your device, briefly  press and release the pocket charger button. For a fully charged device, all 4 strip lights should be solid white.

Congratulations! We are happy that you can now continue enjoying IQOS.

       We are frequently introducing new product and accessories. See what's new by visiting our online store or at one of our retail stores

IQOS CUSTOMER CARE

Clean the charging ports on both the Pocket Charger and the charging cable 

The charging ports might need to be cleaned

1. Unplug the Pocket Charger and ensure the charging ports on both the pocket charger and the charging cable are dry and clean from contamination

2. Charge your device by using the AC power adaptor (sold separately) and cable for approximately 135 min,  for full charge. 4 lights will turn solid white and then turn off when it is fully charged.

Congratulations! We are happy that you can now continue enjoying IQOS.

       We are frequently introducing new product and accessories. See what's new by visiting our online store or at one of our retail stores

IQOS CUSTOMER CARE

How to RESET your device

Your device might need a RESET

​1. Let's Perform a RESET:

• Place the holder in the Pocket Charger. Ensure to place it correctly.
• Press and hold down the ON/OFF button on the Pocket Charger for 10 second.
• Please note: If your IQOS ILUMA i  is turned OFF at the time of RESET; when pressing the button, the lights will be shown after 4 seconds to indicate the device will turn ON or OFF. In order to perform the RESET correctly, it is important to keep the button continuously pressed for 10 seconds, until reset is completed.

2. RESET is confirmed when status lights fade in, blink twice fast, ramp up and then the current device charge level will be shown

Congratulations! We are happy that you can now continue enjoying IQOS.

       We are frequently introducing new product and accessories. See what's new by visiting our online store or at one of our retail stores

IQOS CUSTOMER CARE

How to turn ON the device

Your Pocket charger might be OFF

1. Place the holder inside the pocket charger. Ensure to place it correctly.

2. Press the pocket charger button for 4 seconds to turn your device ON. Remember, the same action applies to turn it OFF as well. Turning OFF the pocket charger will also turn OFF the holder. 

Congratulations! We are happy that you can now continue enjoying IQOS.

       We are frequently introducing new product and accessories. See what's new by visiting our online store or at one of our retail stores

IQOS CUSTOMER CARE

Charging speeds of various instances

Your pocket charger might be discharged

1. Ensure the optimal charging for your pocket charger;

- Use AC Power Adaptor from the previous IQOS devices

• Purchase it separately in IQOS stores or on iqos.com

• Use a 3rd party Certified AC Power Adaptor (with the safety certification mark) 

• Check the charging cable entrance of your pocket charger and the AC power adaptor one. Ensure they are clean and remove any blockage by gently blowing from distance.
• Charge your device for approximately 135 min, for full charge. 4 lights will turn solid white and then turn off when it is fully charged
• If the device is fully discharged, the Pocket Charger’s light might take few seconds  before turning ON.

2. While your pocket charger is being charged, strip lights will be pulsing. Seeing a light on a deeply discharged pocket charger may take few seconds.

• In case a light pattern appears on your Pocket Charger, leave the device to charge until at least 1 white light turns solid white (25% charged) and unplug the device.

Congratulations! We are happy that you can now continue enjoying IQOS.

       We are frequently introducing new product and accessories. See what's new by visiting our online store or at one of our retail stores

IQOS CUSTOMER CARE

How to RESET your device

Your device might need a RESET

1. Let's Perform a RESET:

• Place the holder in the Pocket Charger. Ensure to place it correctly.
• Press and hold down the ON/OFF button on the Pocket Charger for 10 seconds.

2. RESET is confirmed when status lights fade in, blink twice fast and then the current device charge level will be shown

Congratulations! We are happy that you can now continue enjoying IQOS.

       We are frequently introducing new product and accessories. See what's new by visiting our online store or at one of our retail stores

IQOS CUSTOMER CARE

Accidental Damage is a free of charge service for our customers. It is offered as a support to replace the products which lost the functionality, after being subject to the damages that are not covered by voluntary warranty (e.g. drops, contacts with liquids or abrasive agents)

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

Accidental Damage is a free of charge service for our customers. It is offered as a support to replace the products which lost the functionality, after being subject to the damages that are not covered by voluntary warranty (e.g. drops, contacts with liquids or abrasive agents)

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

Few seconds of charge should be sufficient until 1 light turn solid white

Your device might not be enough charged

• Ensure whether at least there is one solid white light on the Pocket Charger 

Clean the charging ports on both the Pocket Charger and the charging cable 

The contacts on holder and Pocket Charger might need to be cleaned

• Clean the contacts between your holder and the pocket charger
• Let’s perform cleaning:
  1. Clean the contacts on your holder and pocket charger
  2. Place the holder back in the Pocket charger and close the Pocket Charger door
  3. Leave the holder to charge for about 5 mins or until the first light turns solid white
• Please note that in case the holder gets warm when trying to charge it, leave it to cool down and ideally, please visit an IQOS store to receive further support

Congratulations! We are happy that you can now continue enjoying IQOS.

       We are frequently introducing new product and accessories. See what's new by visiting our online store or at one of our retail stores

IQOS CUSTOMER CARE

Few seconds of charge should be sufficient until 1 light turn solid white

Your Pocket Charger needs to be charged

Ensure the optimal charging for your device:

- Use the AC Power Adaptor from the previous IQOS devices

- Purchase it separately in IQOS stores or on iqos.com

- Use a 3rd party Certified AC Power Adaptor (with the safety certification mark)

• Plug the AC Power Adaptor to your pocket charger and then to a wall power outlet for 135 min for full charge.
• During charging, the strip lights on the pocket charger will pulse. Few seconds of charge should be sufficient for the yellow light to disappear and at least 1 light to turn solid white.
• To check the level of charge of your device, briefly  press and release the pocket charger button. For a fully charged device, all 4 strip lights should be solid white.

Congratulations! We are happy that you can now continue enjoying IQOS.

       We are frequently introducing new product and accessories. See what's new by visiting our online store or at one of our retail stores

IQOS CUSTOMER CARE

Clean the charging ports on both the Pocket Charger and the charging cable 

The charging ports might need to be cleaned

1. Unplug the Pocket Charger and ensure the charging ports on both the pocket charger and the charging cable are dry and clean from contamination

2. Charge your device by using the AC power adaptor (sold separately) and cable for approximately 135 min,  for full charge. 4 lights will turn solid white and then turn off when it is fully charged.

Congratulations! We are happy that you can now continue enjoying IQOS.

       We are frequently introducing new product and accessories. See what's new by visiting our online store or at one of our retail stores

IQOS CUSTOMER CARE

How to RESET your device

Your device might need a RESET

​1. Let's Perform a RESET:

• Place the holder in the Pocket Charger. Ensure to place it correctly.
• Press and hold down the ON/OFF button on the Pocket Charger for 10 second.
• Please note: If your IQOS ILUMA i  is turned OFF at the time of RESET; when pressing the button, the lights will be shown after 4 seconds to indicate the device will turn ON or OFF. In order to perform the RESET correctly, it is important to keep the button continuously pressed for 10 seconds, until reset is completed.

2. RESET is confirmed when status lights fade in, blink twice fast, ramp up and then the current device charge level will be shown

Congratulations! We are happy that you can now continue enjoying IQOS.

       We are frequently introducing new product and accessories. See what's new by visiting our online store or at one of our retail stores

IQOS CUSTOMER CARE

A fully charged pocket charger

[Knowledge only, NOT to communicate]

A- The customer might not be using the pocket charger fully charged

B- The device might be outside of the operating temperature

C- Customer’s pocket charger battery capacity might be degraded by time – which is normally out of warranty

COMMUNICATE:

• The pocket charger is designed to charge your holder up to 20 experiences only when your pocket charger is FULLY Charged
• 20 experiences mean that 20 singles experiences or 10 double (back-to-back) experiences.

CONFIRM TOGETHER WITH THE CONSUMER:

1. Ensure that the charging ports on both the PC and the charging cable are clean and free from contamination. If not, charging will be slowed down  and the time that the PC need to fully charged will be increased.

2. For safe use and optimal charging, you have three options (use AC Power Adaptor from the previous IQOS devices, purchase it separately in IQOS stores or on iqos.com, use a 3rd party Certified AC Power Adaptor (with the safety certification mark)

3. During charging, the strip lights on the pocket charger will pulse.  If  Pocket charger is fully discharged, the PC’s lights might take few seconds to turn on. A fully charge takes approximately 135 mins. The 4 strip lights will turn solid white and turn off when fully charged.

4. Once the PC is fully charged, use your holder as usual until the PC is fully discharged. Always use the device within the operating temperature (0 and 40°C), unless an experience could be interrupted.

5. After these steps, with a full charge, can the customer’s pocket charger charge the holder for up to 20 experiences?

DECIDE:

• According to the above steps and the consumer’s claim, make the decision;
  • Option A: Customer’s pocket charger can charge the holder up to 20 experiences, therefore, DO NOT replace.
  • Option B: Customer’s pocket charger cannot charge the holder up to 20 experience. Proceed with the next step communication

Congratulations! We are happy that you can now continue enjoying IQOS.

       We are frequently introducing new product and accessories. See what's new by visiting our online store or at one of our retail stores

IQOS CUSTOMER CARE

Too high or too low temperatures can affect the battery lfe of the device

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

COMMUNICATE:

• As any other electronic devices, the battery performance of the pocket charger reduces over time. This is a normal situation for a battery performance on electronics.
• The device is rated to be used between 0 and 40deg C. If used outside, could stop an experience or affect battery life.
• The reduced battery performance may affect the charging capacity of your pocket charger.
• 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.

CONFIRM WITH CONSUMER:

• Check whether there is a device failure, or battery degradation. Device failure means that the number of experiences provided by the PC to the holder (when device is fully charged) is suddenly dropped by multiple experiences. (e.g. when the number of experiences drop from 20 to 12)
• Only replace the device if there is a sudden drop in number of experiences provided, as apposed to slow degradation

Within “Get Support” page, you can find useful tip and tricks, firmware update and more information about your device usage and maintenance. Visit get support page!

IQOS CUSTOMER CARE

Accidental Damage is a free of charge service for our customers. It is offered as a support to replace the products which lost the functionality, after being subject to the damages that are not covered by voluntary warranty (e.g. drops, contacts with liquids or abrasive agents)

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

Bluetooth connection issues, 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 accidental damage coverage.

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

IQOS CUSTOMER CARE

Accidental Damage is a free of charge service for our customers. It is offered as a support to replace the products which lost the functionality, after being subject to the damages that are not covered by voluntary warranty (e.g. drops, contacts with liquids or abrasive agents)

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

Connect your device to the IQOS App

Before performing below steps, please;

• Make sure both Charger and Holder are registered on your profile on iqos.com.
• Make sure your holder is inside the pocket charger if trying to access the holder’s settings or updating the holder’s firmware.

Let’s follow these few steps to connect your mobile device to the IQOS App:

1. Remove all devices, not only IQOS, from the Bluetooth settings of the respective end device.

2. Turn OFF Bluetooth on the phone/PC.

3. Turn ON back Bluetooth on the phone/PC again.

4. Turn OFF your IQOS and turn it ON again by pressing the pocket charger button for 4 seconds. This will instantly re-active Bluetooth of your IQOS device.

5. Log in to IQOS App again and follow the shown steps.

• If you are using web IQOS App, clear your cache in the browser
• If you are using an iOS device, make sure you launch the IQOS App using the Bluefy browser.
• Ensure that only one IQOS device is connected via Bluetooth.
• If this does not work, try pairing your IQOS via USB on Mac or PC.

Congratulations! We are happy that you can now continue enjoying IQOS.

       We are frequently introducing new product and accessories. See what's new by visiting our online store or at one of our retail stores

IQOS CUSTOMER CARE

How to RESET your device

Your device might need a RESET

​1. Let's Perform a RESET:

• Place the holder in the Pocket Charger. Ensure to place it correctly.
• Press and hold down the ON/OFF button on the Pocket Charger for 10 seconds.
• Please note: If your IQOS ILUMA i  is turned OFF at the time of RESET; when pressing the button, the lights will be shown after 4 seconds to indicate the device will turn ON or OFF. In order to perform the RESET correctly, it is important to keep the button continuously pressed for 10 seconds, until reset is completed.

2. RESET is confirmed when status lights fade in, blink twice fast, ramp up and then the current device charge level will be showed.

After resetting, open the IQOS App and follow instructions on the IQOS App to add a device: the IQOS App will explain how to enable Bluetooth and provides a step-by-step guide to connect

Congratulations! We are happy that you can now continue enjoying IQOS.

       We are frequently introducing new product and accessories. See what's new by visiting our online store or at one of our retail stores

IQOS CUSTOMER CARE

Bluetooth connection issues, 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 accidental damage coverage.

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

IQOS CUSTOMER CARE

[Knowledge only, NOT to communicate]

A- This can happen whilst charging only. It can also be described by the user as melting

B- This can be caused by contamination in the USB connectors that can interfere with the transmission of the current and cause overheating. Refer to Product Notification PN006 for further details.

COMMUNICATE:

• Inform the customer that contamination such as fluff, dirt, dust or moisture in the USB connectors can interfere with the transmission of current from the AC power adaptor to the device and cause overheating.
• Advice to let the device cool down before handling it. 

CONFIRM TOGETHER WITH THE CONSUMER:

• Check whether the device is damaged.

Accidental Damage is a free of charge service for our customers. It is offered as a support to replace the products which lost the functionality, after being subject to the damages that are not covered by voluntary warranty (e.g. drops, contacts with liquids or abrasive agents)

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

Overheating or plastic softening around the USB charging port/cable

[Knowledge only, NOT to communicate]

A- This can happen whilst charging only. It can also be described by the user as melting

B- This can be caused by contamination in the USB connectors that can interfere with the transmission of the current and cause overheating. Refer to Product Notification PN006 for further details.

CONFIRM TOGETHER WITH THE CONSUMER:

1. Ask to clean or dry the USB port of the  PC. 

• Suggest to not use metal tool to clean the device in order to avoid damaging it.
• PC should be turned off before cleaning it.
• Visit an IQOS store for further support.

2. Check whether the charging cable is damaged.

Overheating or plastic softening around the USB charging port/cable

The charging cable is damaged.

CONFIRM TOGETHER WITH THE CONSUMER:

• Clean the Pocket Charger port
• Buy a new compatible charging cable
• Try charging the device again with a new charging cable

Within “Get Support” page, you can find useful tip and tricks, firmware update and more information about your device usage and maintenance. Visit get support page!

IQOS CUSTOMER CARE

[Knowledge only, NOT to communicate]

A- This can happen whilst charging only. It can also be described by the user as melting

B- This can be caused by contamination in the USB connectors that can interfere with the transmission of the current and cause overheating. Refer to Product Notification PN006 for further details

CONFIRM TOGETHER WITH THE CONSUMER:

• Ask to clean or dry the USB port of on the charging cable.
• Try charging your Pocket Charger again. Do not leave the PC unattended for the first few minutes of charge to check for potential overheating

Congratulations! We are happy that you can now continue enjoying IQOS.

       We are frequently introducing new product and accessories. See what's new by visiting our online store or at one of our retail stores

IQOS CUSTOMER CARE

Accidental Damage is a free of charge service for our customers. It is offered as a support to replace the products which lost the functionality, after being subject to the damages that are not covered by voluntary warranty (e.g. drops, contacts with liquids or abrasive agents)

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

Charge your device with AC Power adaptor

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

1. Ensure the optimal charging for your device:

• For safe use and optimal charging, you have three options:

• use AC Power Adaptor from the previous IQOS devices

• purchase it separately in IQOS stores or on iqos.com

• use a 3rd party Certified AC Power Adaptor (with the safety certification mark)

• Refrain from charging with a laptop. This may also interrupt the charging.

2. Plug the pocket charger into a wall power outlet

• Charge your device until at least one light turns solid white

Congratulations! We are happy that you can now continue enjoying IQOS.

       We are frequently introducing new product and accessories. See what's new by visiting our online store or at one of our retail stores

IQOS CUSTOMER CARE

How to reset your device 

Let’s try with a RESET

​1. Let's Perform a RESET:

• Place the holder in the Pocket Charger. Ensure to place it correctly.
• Press and hold down the ON/OFF button on the Pocket Charger for 10 seconds until     status lights fade out
• Please note: If your IQOS ILUMA i  is turned OFF at the time of RESET; when pressing the button, after the first 4 seconds, the device will turn ON and  lights will fade in. In order to perform the RESET correctly, it is important to keep the button continuously pressed for 10 seconds

2. RESET is confirmed when status lights fade in, blink twice fast, ramp up and then the current device charge level will be shown.

Congratulations! We are happy that you can now continue enjoying IQOS.

       We are frequently introducing new product and accessories. See what's new by visiting our online store or at one of our retail stores

IQOS CUSTOMER CARE

Update your firmware

Firmware may need to be updated

• As every electronic device, IQOS is also built from two core elements – physical device items and the digital working instructions, called as firmware.
• Firmware of your holder and pocket charger should be regularly updated for maintenance and improvement of your device performance.
• Firmware update can be done through IQOS App or visiting an IQOS Store.
• IQOS App is available both for desktop and mobile devices.
• Visit an IQOS store [MARKET TO ADD LINK WITH STORE LOCATOR] if you need further support

Congratulations! We are happy that you can now continue enjoying IQOS.

       We are frequently introducing new product and accessories. See what's new by visiting our online store or at one of our retail stores

IQOS CUSTOMER CARE