These are possible error message on your touch screen that may occur:

1. Two 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)
 
2. One or two horizontal lines blinking 8x
Issue: Battery End of Life; One or both experiences permanently lost
Action: Call our customer service
 
3. Letter “E” flashing 3x

Issue: Proximity to magnet affecting device or device malfunction

Action: Reset the device
 
4. Number “0” flashing 3x

Issue: Low battery

Action: Charge the Holder by inserting it in a charged Pocket Charger
 
5. Horizontal line and a circle underneath

Issue: Device locked

Action: De-activate the “Device Lock” feature via IQOS App.
 
6. No lights

Issue: Holder OFF / Holder discharged / Contacts dirty / broken Holder

Action: switch on the Holder, charge it or clean it.
 
7. Three horizontal lines appear in waves 3x

Issue: AutoStart is disabled

Action: Call our CSC

There are several things that might cause this:
 
1. Discharged Holder: The Pocket Charger should be sufficiently charged (at least one solid white light) to allow full charge of the Holder.
 
2. Dirty contacts: Clean the contacts on the Holder and on the Pocket Charger, the place where the Holder gets in contact with the Pocket Charger.
 
3. Out of 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.
 
4. Battery degraded: If the lights blink 8 times during the experience after 12 months since the purchase – normal battery degrading situation. If the lights blink 8 times during the experience before 12 months since the purchase – eligibility replacement check.
 
5. Humid sticks: If the SMARTCORE STICKS™ are humid, the device may need to use more energy per use. This may discharge the battery more rapidly. To store your SMARTCORE STICKS™ in the optimal conditions, keep them in a closed pack and do not expose to humidity or humid weather conditions.

There may be several reasons for this issue:
 
1. Incorrect stick: The device is designed to only work with SMARTCORE STICK™. If you use any other product, the experience duration may be impacted or may not start.
 
2. Incorrect insertion of the stick & usage: Ensure you insert your SMARTOCRE STICK™ the right way. Insert the SMARTCORE STICK™ to the line on the filter with coloured part facing outside. Ensure you allow the pre-heating of the stick and you do not pull it out or move during the experience.
 
3. Device is outside the optimal temperature range: 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.
 
4. Pause Mode activated by error (applicable for IQOS ILUMA i PRIME & IQOS ILUMA i):

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. [What is Pause Mode?]
 
5. 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 your Pause Mode does not work, check the following: (Applicable only for IQOS ILUMA i PRIME™ & IQOS ILUMA i™).
 
1. Pause is already used: Pause Mode is only available for one of the first two experiences delivered by a fully charged Holder (Performance Mode).
 
2. 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.
 
3. 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.
 
4. Battery degradation: You might be entitled for a device replacement.

FlexPuff is designed to work with TEREA 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:
 
1. 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.

2. If you take large puffs, FlexPuff is unlikely to be activated as a lot of aerosol is used during the experience.