We are very sorry that you are having issues with your device

Light pattern to confirm RESET

Lets try the following steps:

1.RESET: press the button for 8 seconds. Keep pressing the button even if the device vibrates after 2 seconds, the RESET is confirmed when the State LED blinks twice in red, orange, ice blue and blue, sequentially.

2.THERMAL CLEANING: Press the button 5 times / within 2 sec. The status LED will blink with orange color for 90 seconds, indicating thermal cleaning. After thermal cleaning, let the device cool down for more than 5 minutes before moving to next step.

3.CLEANING: clean the device with the Dual Cleaner provided in the kit. Please make sure the device is not activated before cleaning.  Don't clean the device right after device usage or thermal cleaning.

Further considerations:

If the device comes into contact with water or if other types of liquid are used for cleaning and get into the device, it may cause device malfunction. If liquid got into the device due to the consumer's fault, it is not subject to warranty and the device will not be replaced.

• If the red light turns on for 3 seconds and the device vibrates 3 times, it just indicates a low battery level (needs charging).

• When charging the device, please use the adaptor and cable designed for lil devices located in the kit. If different adaptor and cable are used for charging, it may cause charging malfunction.

Thank You

We are very sorry that you are having issues with your device

We are very sorry that you are having issues with your device

No light pattern after button press

Lets try the following steps:

1. SHIP MODE: Under the below conditions, the device may be in ship mode. The following circumstances activate this ship mode.
   1. Device has been in “ship mode” and needs to be waken up for the first use after purchase
   2. Device hasn't been charged for the last 24 hours when the LED is red
   3. Device hasn't been used for the last 7 days
   4. Once charged in step 2 press the button for 2 seconds to deactivate the ship mode.
2. CHARGING: The LED may turn off if the battery is low. Please charge the device (2 hours ). When charging the device, please use the adaptor and cable designed for lil device in the kit. If different adaptor and cable are used for charging, it may cause charging malfunction or other types of device issues such as prolonged charging times.
   

* If the device comes into contact with water or if other types of liquid are used for cleaning and get into the device, it may cause device malfunction. If liquid got into the device due to the consumer's fault, it is not subject to warranty and the device will not be replaced.

Thank You

We are very sorry that you are having issues with your device

We are very sorry that you are having issues with your device

Lets try the following steps:

1. 3 SESSIONS in a row: The device cannot be used more than 3 times within 18 minutes as it needs to cool down. After 3 consecutive sessions the device will cool down automatically. It will take 3 minutes 30 seconds before you can have another session.
2. CLEANING: If you keep using the device without removing the foreign substance inside, the residue on the pin can cause a lingering smell. Please make sure to always clean the device after the device cools down. Residual tobacco can cause lingering smell and effect the overall experience.
3. RESET: press the button for 8 seconds. Keep pressing the button even if the device vibrates after 2 seconds, the RESET is confirmed when the State LED blinks twice in red, orange, ice blue and blue, sequentially.

Further considerations:

* If the device comes into contact with water or if other types of liquid are used for cleaning and get into the device, it may cause device malfunction. If liquid got into the device due to the consumer's fault, it is not subject to warranty and the device will not be replaced.

Thank You

We are very sorry that you are having issues with your device

We are very sorry that you are having issues with your device

Lets try the following steps:

1. WARM SENSATION: You may sense some degree of heat while using or charging the device. Warm sensation may be more pertinent if the device is used with consecutive uses. Please let your device cool down before trying to use your device again.
2. CLEANING: If you keep using the device without removing the foreign substance inside, the residue on the pin can cause a lingering smell. Please make sure to always clean the device after the device cools down. Residual tobacco can cause lingering smell and effect the overall experience.
3. RESET: press the button for 8 seconds. Keep pressing the button even if the device vibrates after 2 seconds, the RESET is confirmed when the State LED blinks twice in red, orange, ice blue and blue, sequentially. 

•       If the device comes into contact with water or if other types of liquid are used for cleaning and get into the device, it may cause device malfunction. If liquid got into the device due to the consumer's fault, it is not subject to warranty and the device will not be replaced.

•       Please store in dry, conditioned premises, temperature regime: from 5 °C to 30 °C relative humidity less than 70%.

•       The operating temperatures for lil Solid 2.0:

•       For charging ranges from 0°C to 42°C

•       For discharging/puffing ranges from 20°C to 58°C

•       When charging the device, please only use the adaptor and cable designed for lil device in the kit. If different adaptor and cable are used for charging, it may cause charging malfunction. Clean the charging port (where the cable is plugged in).

•       Don't clean the device right after device heating or thermal cleaning. The cleaning tools can be melted and stick to the heater. If you keep using the device without removing the foreign substance inside, it may cause overheating. Please make sure to always clean the device after the device cools down.

Thank You

We are very sorry that you are having issues with your device

We are very sorry that you are having issues with your device

Lets try the following steps:

1. RESET: press the button for 8 seconds. Keep pressing the button even if the device vibrates after 2 seconds, the reset is confirmed when the State LED blinks twice in red, orange, ice blue and blue, sequentially.
2. THERMAL CLEANING: Press the button 5 times / within 2 sec. The status LED will blink with orange color for 90 seconds, indicating thermal cleaning. After thermal cleaning, let the device cool down for 5 min before step 3.
3. CLEANING: Clean the device with the Dual Cleaner provided in the kit. (Please make sure to turn off the device before cleaning.  Don't clean the device right after device heating or thermal cleaning. The cleaning tools can be melted and stick to the heater. Please clean the device after the device cools down)
4. STICK ISSUE:

•       Experience duration:  5 minutes, or 14 puffs whichever comes first

•       Pre-heating: During the initial 25 seconds the device is preheating and not ready to generate vapor

•       Vapor quantity: The amount of vapor may vary depending on puffing pattern and the level of cleanliness of the device. Device with differences in the amount of vapor are not subject to warranty replacement.

 

We are very sorry that you are having issues with your device

Lets try the following steps:

TEST DURATION: Start the device without a stick, and check if the LED turns on or blinks for 5 minutes with ice blue color.

•        Experience duration:  5 minutes, or 14 puffs whichever comes first

•       Pre-heating: During the initial 25 seconds the device is preheating and not ready to generate vapor

•       Vapor quantity: The amount of vapor may vary depending on puffing pattern and the level of cleanliness of the device. Device with differences in the amount of vapor are not subject to warranty replacement.

Thank You

We are very sorry that you are having issues with your device

We are very sorry that you are having issues with your device

Connect the device to an adaptor and disconnect it.

Lets try the following steps:

1. CHARGING: It takes about 2 hours for the discharged device to be fully charged. The LED will blink during charging, and the LED will turn off upon completion of charging. Please check if the LED works by pressing the button.
2. PROPER CHARGING: When charging the device, please only use the adaptor and cable designed for lil SOLID 2.0 device in the kit. If different adaptor and cable are used for charging, it may cause charging malfunction or other types of device issues such as prolonged charging times.
3. RESET: press the button for 8 seconds. Keep pressing the button even if the device vibrates after 2 seconds, the reset is confirmed when the State LED blinks twice in red, orange, ice blue and blue, sequentially.

•       Clean the charging port (where the cable is plugged in). Damage in the charging port, entry of foreign substance and water into the charging port may cause faulty charging or overheating.

•       Please check if the adaptor and cable designed for the lil SOLID 2.0 device are damaged. 

Further considerations

•       If the device comes into contact with water or if other types of liquid are used for cleaning and get into the device, it may cause device malfunction. If liquid got into the device due to the consumer's fault, it is not subject to warranty and the device will not be replaced.

Thank You

We are very sorry that you are having issues with your device

We are sorry your lil SOLID 2.0 got damaged.

Lets try the following steps:

* There may be tobacco residue inside the stick insertion part. Let's try the following steps.

1. CLEANING: clean the device with the Dual Cleaner provided in the kit. Turn off the device. Take the cap off the device and remove the residue in the cap and stick insertion part. (Please make sure to turn off the device before cleaning.  Don't clean the device right after device heating or thermal cleaning. The Dual Cleaner can melt and stick to the heater if you do clean the device without letting the device cool down)
2. CHECK: Put the cap back on and check if the device works.
3. THERMAL CLEANING: Press the button 5 times / within 2 sec. The status LED will blink with orange color for 90 seconds, indicating thermal cleaning. (After thermal cleaning, let the device cool down for more than 5 minutes before moving to next step)

Further considerations

Damages associated with the side plates or the cap can be solved by replacing them. 

Exterior damage (scratched, dented, broken, cracked, discolored) or damage that occurs naturally due to the use of the device is not subject warranty and the device will not be replaced. 

 

Not covered

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

Not covered

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

We are very sorry that you are having issues with your device

Lets try the following steps:

1. CHARGING: It takes about 2 hours for the discharged device to be fully charged. The LED will blink during charging, and the LED will turn off upon completion of charging. Please check if the LED works by pressing the button.
2. RESET: press the button for 8 seconds. Keep pressing the button even if the device vibrates after 2 seconds, the reset is confirmed when the State LED blinks twice in red, orange, ice blue and blue, sequentially.
3. THERMAL CLEANING: Press the button 5 times / within 2 sec. The status LED will blink with orange color for 90 seconds, indicating thermal cleaning. (After thermal cleaning, let the device cool down for more than 5 minutes before moving to next step)
4. CLEANING: Clean the device with the Dual Cleaner provided in the kit. (Please make sure to turn off the device before cleaning.  Don't clean the device right after device heating or thermal cleaning. The cleaning tools can be melted and stick to the heater. Please clean the device after the device cools down)

Further considerations for agents only

* If the device comes into contact with water or if other types of liquid are used for cleaning and get into the device, it may cause device malfunction. If liquid got into the device due to the consumer's fault, it is not subject to warranty and the device will not be replaced.

Thank You

We are very sorry that you are having issues with your device

We are very sorry that you are having issues with your device

Let’s try the following steps:

1. If green light on LED keeps blinking and does not stop, connect your device to an adaptor and disconnect it (separate the device from adaptor), then it will come back to normal state.
2. RESET: press the button for 8 seconds. Keep pressing the button even if the device vibrates after 2 seconds, the RESET is confirmed when the State LED blinks twice in red, orange, ice blue and blue, sequentially.

When charging the device, please only use the adaptor and cable designed for lil device in the kit. If different adaptor and cable are used for charging, it may cause charging malfunction. Clean the charging port (where the cable is plugged in). 

Further considerations

•       If the device comes into contact with water or if other types of liquid are used for cleaning and get into the device, it may cause device malfunction. If liquid got into the device due to the consumer's fault, it is not subject to warranty and the device will not be replaced.

Thank You

We are very sorry that you are having issues with your device

Thank You