Press the Button for 10 seconds (or until you feel 3 vibrations) to perform a reset
All Status Lights will turn OFF and turn ON, to confirm the RESET
Please note: using a non certified power adaptor or charging cable may cause slow charging which is shown on the device by a slow a blinking light and could result in a red blinking light. Only charge BONDS by IQOS indoors, using a manufacturer-supplied Charging Cable and compatible AC Power Adaptor.
Only charge BONDS by IQOS indoors, using a manufacturer-supplied Charging Cable and certified AC Power Adaptor.
Using other types of charging outlets - smartphone chargers, car phone chargers, laptops USB ports or portable power banks, may cause low charge efficiency or reduced battery life
Check if the USB connections are clean on both the device and the certified AC Power Adaptor.
If fully uncharged, the device´s lights may take few seconds before turning on.
2. Plug your device to a wall power outlet.
As soon as the device is plugged for charging, the status lights will start pulsing; it might take few seconds if the device is fully discharged.
Please note: Charging with a non compatible AC adaptor and charging cable may cause slow charging which is shown on the device by a slow blinking light or close to not charging in more extreme cases with no lights shown during charging
After these steps, is your charger beginning to recharge?
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!
There are lights on device, but cannot start the experience
Your device might have been used for two consecutive experiences
Please note: when the device has been used for 2 consecutive experiences, it will need to cool down for approximately 4min before starting another experience. This will be visible as all lights pulse up and down twice at the end of the 2nd consecutive experience and when trying to start an experience during the cool down time. When outside the temperature range, all lights will blink twice
1. Allow your device to go back to the operating temperature
Your device will need to cool down for approximately 4min before starting another experience. Leave the device to cool down and try again
There are lights on device, but cannot start the experience
Your device is operating outside of the temperature range
1. Allow your device to go back to the operating temperature
The operating temperatures for BONDS by IQOS is 0°C - <40°C
Do not use BONDS by IQOS device if it was exposed to excessive heat or moisture or placed near heat sources
In case of exposure to low temperatures, allow your device to reach back the room temperature but do not expose it directly to heat source. If outside of temperature range, all lights will blink twice
There are lights on device, but cannot start the experience
Your device might not be charged enough
1. Ensure the optimal charging for your device
Only charge BONDS by IQOS indoors, using a manufacturer-supplied Charging Cable and certified AC Power Adaptor.
Using other types of charging outlets - smartphone chargers, car phone chargers, laptops USB ports or portable power banks, may cause low charge efficiency or reduced battery life
Check if the USB connections are clean on both the device and the certified AC Power Adaptor.
2. Plug your device to a wall power outlet.
Please note: Charging with a non compatible AC adaptor and charging cable may cause slow charging which is shown on the device by a slow blinking light.
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!
Only charge BONDS by IQOS indoors, using a manufacturer-supplied Charging Cable and certified AC Power Adaptor.
Using other types of charging outlets - smartphone chargers, car phone chargers, laptops USB ports or portable power banks, may cause low charge efficiency or reduced battery life
Check if the USB connections are clean on both the device and the certified AC Power Adaptor.
If fully uncharged, the device´s lights may take few seconds before turning on.
2. Plug your device to a wall power outlet.
As soon as the device is plugged for charging, the status lights will start pulsing; it might take few seconds if the device is fully discharged.
Please note: Charging with a non compatible AC adaptor and charging cable may cause slow charging which is shown on the device by a slow blinking light.
B- Device performance that has decreased over time – usually no longer covered by warranty
COMMUNICATE:
BONDS by IQOS device is designed to be used only with BLENDS tobacco stick
The duration of the experience with BONDS by IQOS is 7 min
The way you puff impacts how long your BLENDS will last.
Check that your device it is at the correct operating temperature 0-40C
Charging with a non compatible AC adaptor and charging cable may cause slow charging, generally shown on the device by a slow blinking light
CONFIRM OR TEST TOGETHER WITH THE CONSUMER:
1. Correct device preheating steps are followed and a few secs gap required between two puffs for an optimum aerosol delivery is left.
2.Ensure the button is not pressed during the experience.
3. Check if BLENDS tobacco stick was not accidentally used twice. Used sticks have a very clear heat trace in the middle section once used.
4. Ensure BLENDS tobacco stick was inserted correctly. There are filters on both sides, but you need to have the mouthpiece filter placed outside the device for it to function correctly.
5. Check if this is an isolated issues with an individual BLENDS; try a new BLENDS tobacco stick
6. Check if the BLENDS tobacco stick were properly stored. Storing them in an environment which is too humid or too dry can have an impact on the quality of BLENDS tobacco stick.
CHECK with the consumer: did the experience reach 7 min?
Please note: if the answer is yes, educate consumer on device limitations
Overheating or plastic softening around the USB Type C charging port/cable.
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 power adaptor to the device and cause overheating.
Ask the user to disconnect the device by disconnecting the plug from the wall and let it cool down before handling it.
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 Type C charging port/cable.
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 device.
Suggest to not use metal tool to clean the device in order to avoid damaging it.
Overheating or plastic softening around the USB Type C charging port/cable.
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 device again. Do not leave the device unattended for the first few minutes of charge to check for potential overheating
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!
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:
If the device has been used for 2 consecutive experiences , it will need to cool down for approximately 4 minutes before starting another experience. Leave the device to cool down and try again.
If the device is cooling down, this will be indicated by the status lights pulsing up and down twice. This will be visible at the end of the 2nd consecutive experience and when trying to start an experience during the cool down time.
The device is rated to be used between 0 and 40°C. If used outside of its operating temperature range, an experience could be interrupted, or the battery charge level could be impacted
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
Ensure with the user:
Fully charge the device with the manufacturer approved charging cable and a certified power adaptor.
If fully discharged, the device´s lights may take a few seconds before turning on. A full charge takes approx. 180min
The device is fully charged when the 4 lights turn solid white for 3s and then fade out.
Once fully charged, use your device as usual until fully discharged.
Please note: Charging with a non compatible AC adaptor and charging cable may cause slow charging, generally shown on the device by a slow blinking light
Check whether there is a sudden drop of experiences
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 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 device.
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 (when device is fully charged) is suddenly dropped by multiple experiences.
Only replace the device if there is a sudden drop in number of experiences provided, as opposed to slow degradation.
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
Ensure your device is in optimal charge with proper cable
1. Ensure the optimal charging for your device
Only charge BONDS by IQOS indoors, using a manufacturer-supplied Charging Cable and certified AC Power Adaptor.
Using other types of charging outlets - smartphone chargers, car phone chargers, laptops USB ports or portable power banks, may cause low charge efficiency or reduced battery life
Check if the USB connections are clean on both the device and the certified AC Power Adaptor.
If fully discharged, the device’s lights might take a few seconds before turning ON
Please note: Charging with a non compatible AC adaptor and charging cable may cause slow charging, generally shown on the device by a slow blinking light
After the steps for the charging, is your issue resolved?
Ensure it is correctly inserted orientation and line and follow the recommended usage tips
Always remember to take only one puff to prime your device when the device vibrates for the second time after starting heating. Then wait 20 sec until the device vibrates again for the third time and the four white lights stay fixed: you are now ready to enjoy your experience with BONDS by IQOS.
Leave a few seconds gap required between two puffs for an optimal aerosol experience
The stick should not be pulled out or moved during the experience
Maintain optimal temperature (0-40degrees C)
If your issue is not resolved, please check whether you are you able to visit a store for further help on your device (Market to add link on where stores are located)
There are lights on device, but the device is not charging
Your device’s USB port might not be clean
1. Unplug the device and ensure that the charging ports on both the device and the charging cable are clean and free from contamination.
2. Charge the device with the manufacturer approved charging cable and a compatible power adaptor until one light turns solid white.
If fully discharged, the device´s light may take a few seconds before turning on.
3. Plug your device to a wall power outlet
As soon as the device is plugged for charging, the status lights will start pulsing; it might take few seconds if the device is fully discharged
Please note: Charging with a non compatible AC adaptor and charging cable may cause slow charging, generally shown on the device by a slow blinking light or close to no charging in more extreme cases with no lights shown during charging.
There are lights on device, but the device is not charging
Your device is operating outside the temperature range
1. Allow your device to reach back the operating temperature
The operating temperatures for BONDS by IQOS is 0°C - <40°C
Do not use BONDS by IQOS device if it was exposed to excessive heat or moisture or placed near heat sources i.e. radiators or fire
In case of exposure to low temperatures, allow your device to reach back the room temperature but do not expose it directly to heat source
If your device has been exposed to temperatures outside of its operating temperatures range, or if it is in cool down mode, it may need a few minutes to get back to the correct temperature and for charging to resume.
Please note: when the device has been used for 2 consecutive experiences, it will need to cool down for approximately 4min before starting another experience. This will be visible as all lights pulse up and down twice at the end of the 2nd consecutive experience and when trying to start an experience during the cool down time. When outside the temperature range, all lights will blink twice.
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