Blinking red light

 Your device software might need a RESET.

1.    Perform RESET for your device:

• Ensure the device is ON by pressing the button for 1 second and check if there is a light pattern.

• Press the button and keep it press until you feel 3 vibrations.

• After the 3rd vibration, BONDS by IQOS device is reset.

• Once BONDS by IQOS has been reset, the status lights indicate the level of charge:

  • 1 LED = 25%, ​

  • 2 LEDs = 50%, ​

  • 3 LEDs = 75%, ​

  • 4 LEDs = fully charged​

Issue Resolved

Congratulations! We are happy that you can now continue enjoying BONDS by 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 IQOS stores

IQOS CUSTOMER CARE

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

Lights not turning on when the button is pressed

Your device might be switched OFF

1. Turn ON your BONDS by IQOS:

• Press the button for 4 seconds.
• For more information, watch the video “How to use your BONDS by IQOS”.​

Issue Resolved

Congratulations! We are happy that you can now continue enjoying BONDS by 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 IQOS stores

IQOS CUSTOMER CARE

Lights not turning on when the button is pressed

Your device might not be charged

1.     Ensure the optimal charging for your device:

• Use the supplied AC Power Adaptor and Charging Cable. If AC power adaptor is not supplied, you can purchase it in IQOS store.
• 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 supplied AC Power Adaptor.
• For more information, watch the video “Get to know your BONDS by IQOS”.

2.    Plug your device to a wall power outlet.

• As soon as the device is plugged for charging, the status lights will start pulsing.
• You can check the battery level by pressing the button for 1 second, the status lights indicate the battery level: 1 LED = 25%, 2 LEDs = 50%, 3 LEDs = 75%, 4 LEDs = fully charged.

Issue Resolved

Congratulations! We are happy that you can now continue enjoying BONDS by 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 IQOS stores

IQOS CUSTOMER CARE

Lights not turning on when the button is pressed

Your device might need a RESET

1.    Perform RESET:

• Ensure the device is ON by pressing the button for 1 second and check if there is a light pattern.

• Press the button and keep it press until you feel 3 vibrations.

• After the 3rd vibration, BONDS by IQOS device is reset.

• Once BONDS by IQOS has been reset, the status lights indicate the level of charge:

  • 1 LED = 25%, ​

  • 2 LEDs = 50%, ​

  • 3 LEDs = 75%, ​

  • 4 LEDs = fully charged​

Issue Resolved

Congratulations! We are happy that you can now continue enjoying BONDS by 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 IQOS stores

IQOS CUSTOMER CARE

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

There is lights on device, but cannot start experience

Your device might not be charged enough

1.    Ensure the optimal charging for your device:

• Use the supplied AC Power Adaptor and Charging Cable. If AC power adaptor is not supplied, you can purchase it in IQOS store. 
• 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 supplied AC Power Adaptor.​
• For more information, watch the video “Get to know your BONDS by IQOS”.

2.    Plug your device to a wall power outlet:


• As soon as the device is plugged for charging, the status lights will start pulsing.​
• You can check the battery level by pressing the button for 1 second, the status lights indicate the battery level: 1 LED = 25%, 2 LEDs = 50%, 3 LEDs = 75%, 4 LEDs = fully charged.

Issue Resolved

Congratulations! We are happy that you can now continue enjoying BONDS by 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 IQOS stores

IQOS CUSTOMER CARE

There is lights on device, but cannot start the experience

Your device might need a RESET

1.    Perform RESET:

• Ensure the device is ON by pressing the button for 1 second and check if there is a light pattern.

• Press the button and keep it press until you feel 3 vibrations.

• After the 3rd vibration, BONDS by IQOS device is reset.

• Once BONDS by IQOS has been reset, the status lights indicate the level of charge:

  • 1 LED = 25%, ​

  • 2 LEDs = 50%, ​

  • 3 LEDs = 75%, ​

  • 4 LEDs = fully charged​

Issue Resolved

Congratulations! We are happy that you can now continue enjoying BONDS by 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 IQOS stores

IQOS CUSTOMER CARE

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

Blinking white lights

Your device is operating outside of 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.

Physical damage

We are sorry your BONDS by IQOS has got damaged.

Not Covered

Not Covered

We are sorry. The damage on your BONDS by IQOS device is not covered by our warranty. 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​

Our online store offers a wide range of accessories designed for BONDS by IQOS that could help you minimize the impact of the cosmetic damage.​

If you need additional information or support, please, visit “contact us” page to reach IQOS Customer Care.​

IQOS CUSTOMER CARE​

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

Blinking yellow light

Your device needs to be charged

1.     Ensure the optimal charging for your device:

• Use the supplied AC Power Adaptor and Charging Cable. If AC power adaptor is not supplied, you can purchase it in IQOS store.
• 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 supplied AC Power Adaptor.
• For more information, watch the video “Get to know your BONDS by IQOS”.

2.    Plug your device to a wall power outlet:

• As soon as the device is plugged for charging, the status lights will start pulsing.
• You can check the battery level by pressing the button for 1 second, the status lights indicate the battery level: 1 LED = 25%, 2 LEDs = 50%, 3 LEDs = 75%, 4 LEDs = fully charged.

Device does not provide enough aerosol

You might have problems with your BLENDS stick

​1. If you refer to the first puff, be reassured that the first puff always has low aerosol and no taste. There is no issue with your device or tobacco stick.

2. Ensure you use BLENDS tobacco stick and not any other brands or products​


3. Ensure that the BLENDS tobacco stick is inserted correctly - to the line on filter, ensuring BLENDS logo is facing outside​


4. Ensure that the BLENDS tobacco stick has not been used before. BLENDS tobacco sticks are designed for single use; used tobacco sticks have a heat trace in the middle section.​


5. Check if  there are any remnants inside the heating chamber. Remove the remnants and try to insert the stick again. ​


6. Ensure that a BLENDS tobacco stick did not break during the insertion ​


7. Ensure you allow the device to pre-heat as per instructions in the User Guide:​


- Activate the device by pressing the button. The device will vibrate to indicate the pre-heating (1st  vibration)

- After approx. 10 sec, the device will vibrate again (2nd  vibration). Take one puff to prepare your device. ​


- Then wait till the 3rd  vibration​


- After the 3rd  vibration your device is ready to be used ​


8. During use, ensure you do not cover the air flow hole at the bottom of the device or on the BLENDS tobacco stick (placed between the insertion line indicator and the logo) ​


9. During use, ensure you pause between the puffs to allow proper heating of the tobacco to generate aerosol​.

Inhalation experience duration is less than what it is designed for

This might be an issue caused by wrong usage

• BONDS by IQOS device is designed to be used only with BLENDS tobacco stick​
• The duration of the experience with BONDS by IQOS™ is 4 min ​
• The way you puff impacts how long your BLENDS will last.​
• BLENDS tobacco sticks are designed for single use; used tobacco sticks have a heat trace in the middle section.

CONFIRM OR TEST TOGETHER WITH THE CONSUMER:

1. Check if BLENDS tobacco stick was not accidentally used twice. Used sticks have a very clear heat trace in the middle section once used. ​
2. 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.​
3. Check if this is an isolated issues with an individual BLENDS; try a new BLENDS tobacco stick​
4. 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.​
5. Ask if the customer puffs slowly or quickly. If the customer puffs quickly:  Drawing gently, and taking longer breaks between the puffs, allow the heater to properly heat the tobacco and generate aerosol.

DECIDE:

According to the above steps and the consumer’s claim, make the decision;

a.    Inhalation delivery duration is within acceptable limits, therefore, DO NOT replace.

b.    Inhalation delivery duration is out of acceptable limits. Proceed with the next step communication

Issue Resolved

Congratulations! We are happy that you can now continue enjoying BONDS by 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 IQOS stores

IQOS CUSTOMER CARE

Inhalation experience duration is less than what it is designed for

1. BONDS by IQOS™ device with BLENDS tobacco sticks are designed to provide an experience of 4 mins


2. The duration of the experience (or its perception) may be influenced by a number of factors:

•  Insufficient heating

• Using the device during pre-heating phase: the device has to pre-heat for around 30 sec to allow for aerosol creation​
• Short/no time between the puffs: leaving time between puffs allows the heater to properly heat the tobacco and generate aerosol

•  Tobacco stick issue

• Accidental reuse of BLENDS stick-> Check the consumable was not accidentally used twice. Used sticks have a very clear heat trace in the middle section once used. ​
• Ensure the consumable 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.​
• There could be an issue with an individual tobacco stick. If this is an isolated issues with an individual BLENDS, try a new BLENDS consumable​
• Check if BLENDs tobacco sticks were properly stored. Storing them in an environment which is too humid or too dry can have an effect on the quality of the experience.

•  Battery performance degradation

• Over time natural battery degradation can contribute to the reduction of your experience. This also depends on the environmental conditions. This is not covered in warranty.

3. Status light indicates the remaining experience time:

• 4 LEDs ON - 4 min left​
• 3 LEDs ON - 3 min left​
• 2 LEDs ON - 2 min left​
  
• 1 LED ON - 1 min left
  

 

- To Check if the situation is an isolated case let’s try the following actions - Was the issue experienced with all BLENDS sticks or only one? If it was just one, it’s likely to be an issue with the consumable and not the device.​

- However, Our customer's satisfaction is our top priority.


- Let’s check if your device is still under warranty, if so, we may have the possibility to replace your device. ​


 

 

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

Device cannot deliver up to 20 experiences

CONFIRM TOGETHER WITH THE CONSUMER:


1. Advice to use the supplied AC Power Adaptor and Charging Cable, and to charge the BONDS by IQOS device through a wall power outlet 

- Check the battery level: short press the button for 1 second, status Lights will turn on to indicate battery level: 1=25%, 2=50%, 3=75%, 4= fully charged​

- With a full charge, the device can be used for up to 20 experience.

2. Make sure the device is operating at the right operating temperatures (0°-40°). The device can stop functioning if it is used outside this range (if the device is outside of this temperature range, the status lights blink white twice).

3. Over time natural battery degradation can contribute to the reduction of your experience. This also depends on the environmental conditions. This is not covered in warranty.

4. Ensure that there are Intervals (time) between puffs. Leaving time between puffs allows the Holder to properly heat the tobacco, generate aerosol and maximize batter capacity. Over puffing (without adequate intervals) will drain the battery quickly. ​

Remind the customer that BONDS by IQOS can deliver up to 20 experiences when it is fully charged but can only be used for 3 consecutive times. After 3 consecutive uses the device will cool down automatically and will not allow the 4th use. It will take 4 minutes before you can use your device again.​

​DECIDE:

a. Customer’s device can be used for up to 20 experiences, therefore, DO NOT replace.

b. Customer’s device cannot be used up to 20 experience. Proceed with the next step communication.

Issue Resolved

Congratulations! We are happy that you can now continue enjoying BONDS by 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 IQOS stores

IQOS CUSTOMER CARE

Device cannot deliver up to 20 experiences

Customer’s device battery capacity might be degraded by time – which is normally out of warranty

• Over time natural battery degradation can contribute to the reduction of your experience. This also depends on the environmental conditions. ​
• According to the electronics industry standards and our warranty terms, battery degradations are out of warranty. Refer the user to our Terms and Conditions in iqos.com for additional information (on demand)​.
• However, our customer’s satisfaction is our top priority.​
• Let’s check if your device is still under warranty, if so, we may have the possibility to replace your device. 

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

I coulnd't find my issue amongst these options

When your BONDS by IQOS is not functioning as expected, usually some generic steps can help resolve the issue. Let’s start with charging.

1. Ensure the optimal charging for your device:

• Use the supplied AC Power Adaptor and Charging Cable. If AC power adaptor is not supplied, you can purchase it in IQOS store. ​
• 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 supplied AC Power Adaptor.​
• For more information, watch the video “Get to know your BONDS by IQOS”.

2. ​​Plug your device to a wall power outlet:

• As soon as the device is plugged for charging, the status lights will start pulsing.​
• You can check the battery level by pressing the button for 1 second, the status lights indicate the battery level: 1 LED = 25%, 2 LEDs = 50%, 3 LEDs = 75%, 4 LEDs = fully charged.

Issue Resolved

Congratulations! We are happy that you can now continue enjoying BONDS by 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 IQOS stores

IQOS CUSTOMER CARE

I coulnd't find my issue amongst these options

Let’s try with a RESET

1.    Perform RESET:

• Ensure the device is ON by pressing the button for 1 second and check if there is a light pattern.

• Press the button and keep it press until you feel 3 vibrations.

• After the 3rd vibration, BONDS by IQOS device is reset.

• Once BONDS by IQOS has been reset, the status lights indicate the level of charge:

  • 1 LED = 25%, ​

  • 2 LEDs = 50%, ​

  • 3 LEDs = 75%, ​

  • 4 LEDs = fully charged​

Issue Resolved

Congratulations! We are happy that you can now continue enjoying BONDS by 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 IQOS stores

IQOS CUSTOMER CARE

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