Your device software might need a RESET

1.  Perform a RESET :

• 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 a blinking red light. Only charge BONDS by IQOS indoors, using a manufacturer-supplied Charging Cable and compatible AC Power Adaptor. 

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

IQOS CUSTOMER CARE

Your device might be switched off

1.  Turn ON your BONDS by IQOS:

• Turn ON the device, press the button for more than 3 seconds, but less than 10 seconds 
• do not press longer than 10 seconds to not RESET the device.
• For more information, watch the video “How to use your BONDS by IQOS”.

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

IQOS CUSTOMER CARE

Your device might not be charged

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 uncharged, the device´s lights may take few minutes before turning on.
• 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; it might take few minutes if the device is fully discharged.

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

IQOS CUSTOMER CARE

Your device might need a RESET

1.  Perform a RESET :

• 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

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

IQOS CUSTOMER CARE

Accidental Damage is a complimentary service for our customers. It is offered to replace products that are not functioning properly after being subjected to damage that is not covered by voluntary warranty.

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

We are sorry your device was damaged.

Accidental Damage is a complimentary service for our customers. It is offered to replace products that are not functioning properly after being subjected to damage that is not covered by voluntary warranty.

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

Your device might have been used for three consecutive experiences

• Please note: when the device has been used for 3 consecutive experiences, it will need to cool down for approximately 4min before starting another experience. This will be visible at the end of the 3rd consecutive experience and when trying to start an experience during the cool down time. 

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

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

IQOS CUSTOMER CARE

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

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

IQOS CUSTOMER CARE

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.
• 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; it might take few minutes if the device is fully discharged 

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

IQOS CUSTOMER CARE

Your device might need a RESET

1.  Perform a RESET :

• 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

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

IQOS CUSTOMER CARE

Your device is operating outside of the recommended 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

Accidental Damage is a complimentary service for our customers. It is offered to replace products that are not functioning properly after being subjected to damage that is not covered by voluntary warranty.

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

We are sorry your device was damaged.

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

IQOS CUSTOMER CARE

Accidental Damage is a complimentary service for our customers. It is offered to replace products that are not functioning properly after being subjected to damage that is not covered by voluntary warranty.

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

Your device needs to be charged 

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 uncharged, the device´s lights may take few minutes before turning on.
• 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; it might take few minutes if the device is fully discharged.

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

IQOS CUSTOMER CARE

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 minutes before turning on.
• For more information, watch the video “Get to know your BONDS by IQOS”.

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 minutes if the device is fully discharged

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

IQOS CUSTOMER CARE

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 3 consecutive experiences, it will need to cool down for approximately 4min before starting another experience. This will be visible as all lights blink white twice at the end of the 3rd consecutive experience and when trying to start an experience during the cool down time. 

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

IQOS CUSTOMER CARE

Your device might need a RESET

1.  Perform a RESET :

• 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 a blinking red light. Only charge BONDS by IQOS indoors, using a manufacturer-supplied Charging Cable and compatible AC Power Adaptor. ​

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

IQOS CUSTOMER CARE

Try using a new BLENDS stick

[Knowledge only, NOT to communicate] 

A- This might be an issue caused by wrong usage

COMMUNICATE:

• BONDS by IQOS device is designed to be used only with BLENDS tobacco sticks.
• The duration of the experience with BONDS by IQOS™ is 5 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.
• Check that your device it is at the correct operating temperature 0-40C

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.

CHECK with the consumer: did the experience reach 5min? 

Please note: if the answer is yes, educate consumer on device limitations 

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

IQOS CUSTOMER CARE

Ensure your device is charged 

[Knowledge only, NOT to communicate] 

A- This might be an issue caused by wrong usage

ENSURE:

• The device is charged with the manufacturer approved charging cable and a certified power adaptor until at least one light turns solid white.

The USB type C connections are clean on both device and charging cable.

• If the device is not charged sufficiently, the experience may start but will be interrupted.

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

IQOS CUSTOMER CARE

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.

CONFIRM TOGETHER WITH THE CONSUMER:

Check whether the device is damaged 

Accidental Damage is a complimentary service for our customers. It is offered to replace products that are not functioning properly after being subjected to damage that is not covered by voluntary warranty.

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

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.
• Device should be turned off before cleaning it.
• Visit an IQOS store for further support.

2.  Check whether the charging cable is damaged.

The charging cable is damaged

CONFIRM TOGETHER WITH THE CONSUMER:

• Clean the Device charging port
• Buy a new certified charging cable
• Try charging the device again with a new charging 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 port again. Do not leave the device unattended for the first few minutes of charge to check for potential overheating

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

IQOS CUSTOMER CARE

Accidental Damage is a complimentary service for our customers. It is offered to replace products that are not functioning properly after being subjected to damage that is not covered by voluntary warranty.

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

[Knowledge only, NOT to communicate] 

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 3 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 3rd 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. Tell the user to leave the device to cool down for approximately 4 minutes. The cooling down will be indicated by the status light pulsing up and down twice. 

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

IQOS CUSTOMER CARE

[Knowledge only, NOT to communicate] 

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 minutes 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. 

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

IQOS CUSTOMER CARE

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 apposed to slow degradation

Cosmetic damage (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 IQOS 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 wish to reach a customer service representative, visit “contact us” page to choose the channel of your preference.

IQOS CUSTOMER CARE

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.
• For more information, watch the video “Get to know your BONDS by IQOS”.

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

IQOS CUSTOMER CARE

Your device might need a RESET 

Perform a RESET :

• 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

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

IQOS CUSTOMER CARE

Try using a new BLENDS stick

Use a new BLENDS stick

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

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

IQOS CUSTOMER CARE

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 minutes before turning on.
• For more information, watch the video “Get to know your BONDS by IQOS”.

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 minutes if the device is fully discharged

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

IQOS CUSTOMER CARE

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 3 consecutive experiences, it will need to cool down for approximately 4min before starting another experience. This will be visible as all lights blink white twice at the end of the 3rd consecutive experience and when trying to start an experience during the cool down time. 

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

IQOS CUSTOMER CARE

Your device might need a RESET

1.  Perform a RESET :

• 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 a blinking red light. Only charge BONDS by IQOS indoors, using a manufacturer-supplied Charging Cable and compatible AC Power Adaptor. ​

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

IQOS CUSTOMER CARE