C1402_ILUPRI_GLOBAL | IQOS Indonesia

Lights not turning on

Demonstration of holder and pocket charger lights

Let’s identify the correct device part that is causing the issue

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

2. Briefly press and release the pocket charger button and observe what you are seeing from the below:

Option A: No lights turning ON. This means your pocket charger may have an issue.
Option B: The pocket charger (strip lights) are briefly turning ON, the holder status (rounded lights) are OFF. This means your pocket charger is working, but holder is still not.

After these steps, please choose the suitable option from below

Option A Option B

2nd light does not turn on and 2nd experience is missing

A fully charged Pocket Charger

Your holder might have not completed the charge for 2nd experience

1. Give sufficient time to the holder to be fully charged. Both LEDs on your holder must light up with a short press.

2. Make sure your pocket charger is charged enough in order to fully charge the holder. See the demonstration.

3. 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.
Check and remove, if necessary, residues or dust that may interfere with the contacts between holder and pocket charger.

After these steps, were you able to charge your holder for 2nd experience?

YES NO

Issue solved

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

If you need any further support on your device, you can also visit our FAQs
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

FINISH

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

If you proceed with eligibility check, you will not be able to return to the device diagnostics. Would you like to continue with an eligibility check?

START

Holder light is ON, but experience doesn’t start automatically

Connect to the IQOS App

The AutoStart function might have been deactivated from IQOS App

1. Make sure your device is connected to the IQOSApp: Before performing connection steps, please;

Make sure both Charger and Holder are registered on your profile on iqos.com.
If you are using web app, clear your cache in the browser.
Make sure your holder is inside the pocket charger before performing a Bluetooth connection.

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

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

b. Turn OFF Bluetooth on the phone/PC.

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

d. 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.

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

3. Ensure that only one IQOS device is connected via Bluetooth.

4. If you are using an iOS device, make sure you launch the IQOS app using the Bluefy browser.

5. If this does not work, try pairing your IQOS via USB cable on Mac or PC.

6. From the IQOS App, ensure that the AutoStart function hasn’t been de-activated: AutoStart is always activated by default on a new device.

Did this advice solve the issue?

YES NO

Issue solved

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

If you need any further support on your device, you can also visit our FAQs
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

FINISH

Holder light is ON, but experience doesn’t start automatically

Ensure you are using the right TEREA stick consumable

1. IQOS ILUMA is designed to be used only with TEREA sticks: ensure you are using the right consumable; the device will not start with any other tobacco stick.

2. Ensure the TEREA sticks are being placed in the holder in the right direction and the line just above the top of the Holder. Ensure there is no debris in the holder which needs to be removed with a wooden toothpick. Please, do not insert any metallic objects in the holder.

3. Try with another TEREA sticks properly inserted in the holder and start an experience by pressing the button for 2 seconds. If available, use a stick from a different pack.

Did this advice solve the issue?

YES NO

Issue solved

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

If you need any further support on your device, you can also visit our FAQs
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

FINISH