Frequently asked questions
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Troubleshooting
FlexPuff is designed to work with tobacco sticks. Activation and number of puffs depend on individual usage patterns. Thus, extra puffs might not apply to all adult consumers and/or experiences.
FlexPuff may not be activated because of one of the following reasons:
- Incorrect stick: The device is designed to only work with TEREA tobacco stick. If you use any other product, the experience duration may be impacted or may not start.
- Incorrect stick insertion: ensure you insert your TEREA tobacco stick the right way. Insert the TEREA tobacco stick to the line on the filter with filter facing outside.
- Dirt or objects in the heating chamber: check the heating chamber for broken sticks or other debris or objects. Do not insert any sharp objects in the heating chamber to avoid damaging your device.
- Device malfunction: Reset your device. If has not resolved the issue, please, contact us or visit the nearest IQOS Store for assistance.
- If you take large puffs, FlexPuff is unlikely to be activated as a lot of aerosol is used during the experience.
By default, on a new device, the AutoStart is activated. Preheating should start automatically (AutoStart), or, by pressing the Button for 1 second.
If you experience difficulties starting your experience automatically upon stick insertion, check the following:
Discharged device:
The device should be sufficiently charged (at least one solid white light).
Charge the device with the compatible charging cable and AC Power Adaptor.
If fully discharged, the device lights may take a few seconds before turning on.
A full charge takes approximately 90min. The 4 lights will turn solid white and then turn off when fully charged.
Device is outside the optimal temperature range:
The operating temperature range for the IQOS ILUMA i devices is 0°C - 40°C. If used outside of its operating range, an experience could be interrupted or not starting.
Bring the device to the optimal temperature range.
If you have not used the device for a long period of time, first, try to charge it to ensure it can function. Please, ensure there is no visible damage before use.
In case you notice any malfunctioning during the use of the product, please stop using the device.
When you start charging the battery after a long period of inactivity, i.e. when your battery is completely depleted, the charging lights may not appear after up to 10 minutes. This is a normal process.
Applicable only for IQOS ILUMA i PRIME & IQOS ILUMA i.
If you experience difficulties using the Touch Screen, check the following:
- You are not using gloves
- Your fingers are clean and dry
- The screen is not broken or cracked
- The screen is clean and dry
If there are no lights on the screen, check if:
- Your Holder is ON
- Your Holder is charged
- Your Holder has not been damaged
If there are lights on the screen, perform a reset.
If physical damage and the above steps did not resolve the issue, please, contact us or visit the nearest IQOS Store for assistance.
By default, on a new device, the AutoStart is activated. You can also swipe your finger up from the bottom to the top of the screen to manually start the experience. Ensure your device is turned on.
If you experience difficulties starting your experience automatically upon stick insertion, check the following:
Discharged Holder:
- The Pocket Charger should be sufficiently charged (at least one solid white light) to allow full charge of the Holder.
- Place the Holder in a charged Pocket Charger and leave it charging until the two Holder’s lights on the Pocket Charger turn solid white.
Device is outside the optimal temperature range:
- The operating temperature range for IQOS ILUMA i devices is 0°C - 40°C. If used outside this operating range, an experience could be interrupted or not starting.
- Bring the device to the optimal temperature range.
AutoStart is de-activated:
- If a stick is inserted and AutoStart is disabled, 3 horizontal lines will show in wave 3x
Incorrect stick or incorrect stick insertion:
- The device is designed to only work with TEREA tobacco stick. If you use any other product, the experience duration may be impacted or may not start.
- Ensure that the TEREA tobacco stick is fully inserted (approximately up to the line)
To confirm that the experience has started, the device will vibrate, and the ring will slowly appear from the bottom of the screen until fully closing.
FlexPuff is designed to work with tobacco sticks. Activation and number of puffs depend on individual usage patterns. Thus, extra puffs might not apply to all adult consumers and/or experiences.
You may face issues with FlexPuff if:
- Pause is activated: ensure Pause is not activated during the experience (swipe down across the Touch Screen) as this would prevent FlexPuff from being activated.
- If you take large puffs, FlexPuff is unlikely to be activated as a lot of aerosol is used during the experience.
If extra puffs are granted, it is indicated on the Touch Screen by the light going around the ring. The ring will then extend counter clockwise towards the end of the experience.
Applicable only for IQOS ILUMA i PRIME & IQOS ILUMA i.
Please, check the following as a possible cause of this issue:
- Pause is already used: Pause Mode is only available for one of the first two experiences delivered by a fully charged Holder.
- Too late in the experience: Pause Mode is only available within the first 3 minutes or 8 puffs of the experience. If you try to active the Pause Mode outside this range, it will not be available.
- Right gesture: the right gesture to activate Pause Mode is to swipe across the entire Touch Screen. This was done to avoid unintentional activation of Pause Mode.
- Battery degradation.
There may be several reasons for this issue:
- Incorrect stick:
The device is designed to only work with TEREA tobacco sticks. If you use any other product, the experience duration may be impacted or may not start. - Incorrect insertion of the stick & usage:
a. Ensure you insert your TEREA tobacco stick the right way.
b. Insert the TEREA tobacco stick to the line on the filter with coloured part facing outside.
c. Ensure you allow the pre-heating of the stick and you do not pull it out or move during the experience. - Device is outside the optimal temperature range:
a. If the Holder is used outside the optimal temperature range (0°C - 40°C), the device may need to use more energy. This may discharge the battery more rapidly.
b. Bring the device to the optimal temperature range. - Pause Mode activated by error (applicable for IQOS ILUMA i PRIME & IQOS ILUMA i)
a. If you accidentally swiped down across the entire Touch Screen, you activated the Pause Mode. The experience will temporarily stop. If the experience is not resumed within 8 mins, the experience will end. - Dirt or objects in the heating chamber: check the heating chamber for broken sticks or other debris or objects. Do not insert any sharp objects in the heating chamber to avoid damaging your device.
If you see the unusual screen indication, this may indicate one of the below. Applicable only to IQOS ILUMA i PRIME & IQOS ILUMA i.
Screen: 2 vertical lines (one at the top, one at the bottom) alternating side 3x
Issue: Device is out of operating temperatures range
Action: Bring the device to the optimal temperature range (0 – 40°C)
Screen: One or two horizontal lines blinking 8x
Issue: Battery End of Life; One or both experiences permanently lost
Action: Eligibility replacement check
Screen: Letter “E” flashing 3x
Issue: Proximity to magnet affecting device / Device malfunction / Firmware update failed or interrupted
Action: Reset the device
Screen: Number “0” flashing 3x
Issue: Low battery
Action: Charge the Holder by inserting it in a charged Pocket Charger
Screen: horizontal line and a circle underneath
Issue: Device locked
Action: Contact us or visit the nearest IQOS Store for assistance.
Screen: no lights
Issue: Holder OFF / Holder discharged / Contacts dirty / broken Holder
Action: switch on the Holder, charge it or clean it. In case of broken Holder, please, contact us or visit the nearest IQOS Store for assistance.
Screen: 3 horizontal lines appear in waves 3x
Issue: AutoStart is disabled (even when the stick is inserted)
Action: contact us or visit the nearest IQOS Store for assistance.
