There might be a contact issue between the pod and the device

1. Remove and re-insert correctly your pod following  these steps:

● Make sure your device is switched off by pressing the button for 3 seconds before cleaning

● Take the pod out

● Clean the contacts on both the device and the pod using a clean dry cloth

● Ensure to avoid contact of e-liquid with skin and eyes. In the event of skin contact, please wash immediately with soap and water and, in event of eye contact, rinse carefully with water for several minutes. If an ingestion occurs, rinse mouth and seek medical attention. Wash before reuse any contaminated clothing.

● Re - insert the pod ensuring that it is in the correct orientation and that it is fully pushed in place

2. Turn the device back on by pressing the ON/OFF button for 3 seconds

3. If the issue is not solved after following these steps, try using a new pod ensuring it  is fully inserted.

Congratulations! We are happy that you can now continue enjoying VEEV ONE.

 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 our retail stores

VEEV CUSTOMER CARE

Your device might need a reset

Perform a RESET by pressing and holding down the button for 10 seconds until status lights fade out

● In order to perform correctly the RESET, it is important to keep the button pressed for 10 seconds

● RESET is confirmed when status lights fade in again and status lights blink white twice

Congratulations! We are happy that you can now continue enjoying VEEV ONE.

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 our retail stores

VEEV CUSTOMER CARE

Your device might need to be cleaned

Ensure that the airflow holes, placed on the side of the device, are not blocked when holding your VEEV ONE.

1. Ensure your device is clean from any potential liquid leakage. To clean your VEEV ONE, please follow these steps:

● Turn off the device. The device should not be cleaned whilst on

● Take the pod out. Do not use the pod if the pod appears to be damaged, tampered with, broken or leaking

● Clean the contacts on both the device and the pod using a clean dry cloth

● Ensure to avoid contact of e-liquid with skin and eyes. In the event of skin contact, please wash immediately with soap and water and, in event of eye contact, rinse carefully with water for several minutes. If an ingestion occurs, rinse mouth and seek medical attention. Wash before reuse any contaminated clothing.

● Re-insert the pod ensuring that it is in the correct orientation and that it is fully pushed in place.

● Turn back on the device  by pressing the button for 3 seconds

Congratulations! We are happy that you can now continue enjoying VEEV ONE.

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 our retail stores

VEEV CUSTOMER CARE

There might be low e-liquid level in the pod

1. Check if the top light of your device is blinking white 5 times when trying to puff: this indicates low e-liquid level in the pod

2. Try using a new pod ensuring first that it is fully pushed in place:

● Take the old pod out

● Insert the new pod ensuring that it is in the correct orientation and that it is fully pushed in place

Congratulations! We are happy that you can now continue enjoying VEEV ONE.

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 our retail stores

VEEV CUSTOMER CARE

Your device might be low on battery

Please note: when low on battery, the bottom light of your device blink white 5 times

1. Ensure the optimal charge for your device:

● For optimal charging performance, only use the manufacturer-approved Charging Cable supplied in the box and a certified AC Power Adaptor obtained from a reputable source

● Refrain from charging with a laptop. This may also interrupt the charging

2. Plug the AC adaptor into a wall power outlet. VEEV ONE takes approximately 45 minutes to be fully charged 

Congratulations! We are happy that you can now continue enjoying VEEV ONE.

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 our retail stores

VEEV CUSTOMER CARE

Your device might be exposed to temperatures outside the intended temperature range for operation

You may need to give your device a few minutes to get back to the correct  operating temperature. Please note:

● When a device is exposed to temperatures outside the intended temperature range for operation, all lights will flash white when trying to puff

● Your VEEV ONE is designed to operate between >0°C and <40°C

● Do not use VEEV ONE 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 intended temperature range but do not expose it directly to heat source

Congratulations! We are happy that you can now continue enjoying VEEV ONE.

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 our retail stores

VEEV CUSTOMER CARE

Your device might need a RESET

Perform a RESET by pressing and holding down the ON/OFF button for 10 seconds until status lights fade out

● In order to perform correctly the RESET, it is important to keep the button pressed for 10 seconds

● RESET is confirmed when status lights fade in again and status lights blink white twice

Congratulations! We are happy that you can now continue enjoying VEEV ONE.

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 our retail stores

VEEV CUSTOMER CARE

Your device might be exposed to temperatures outside the intended temperature range for operation

You may need to give your device a few minutes to get back to the correct  operating temperature. Please note:

● When a device is exposed to temperatures outside the intended temperature range for operation, all lights will flash white when trying to puff

● Your VEEV ONE is designed to operate between >0°C and <40°C

● Do not use VEEV ONE 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 intended temperature range but do not expose it directly to heat source

Within “Get Support” page, you can find useful tip and tricks, firmware update and more information about your device usage and maintenance. Visit get support page!

VEEV CUSTOMER CARE

Your device might need to be charged

1. Ensure the optimal charge for your device:

● For optimal charging performance, only use the manufacturer-approved Charging Cable supplied in the box and a certified AC Power Adaptor obtained from a reputable source

● Refrain from charging with a laptop. This may also interrupt the charging

2. Plug the AC adaptor into a wall power outlet. VEEV ONE takes approximately 45 minutes to be fully charged 

Congratulations! We are happy that you can now continue enjoying VEEV ONE.

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 our retail stores

VEEV CUSTOMER CARE

Your device might need a reset

Perform a RESET by pressing and holding down the button for 10 seconds until status lights fade out

● In order to perform correctly the RESET, it is important to keep the button pressed for 10 seconds

● RESET is confirmed when status lights fade in again and status lights blink white twice

Congratulations! We are happy that you can now continue enjoying VEEV ONE.

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 our retail stores

VEEV CUSTOMER CARE

There may have been liquid ingress into your device

We are sorry your device has got damaged

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

Our online store offers a wide range of accessories 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.

VEEV CUSTOMER CARE

Your device might not be charged in the optimal condition 

1. Ensure the optimal charge for your device:

● For optimal charging performance, only use the manufacturer-approved Charging Cable supplied in the box and a certified AC Power Adaptor obtained from a reputable source

● Refrain from charging with a laptop. This may also interrupt the charging

2. Plug the AC adaptor into a wall power outlet. VEEV ONE takes approximately 45 minutes to be fully charged

Please note: when the device is exposed to temperatures outside the intended temperature range for operation, the charge may be affected. Allow your device to reach back the operating temperature, which is between >0°C and <40°C

Congratulations! We are happy that you can now continue enjoying VEEV ONE.

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 our retail stores

VEEV CUSTOMER CARE

Your device might be OFF

Turn ON your device:

● Press and hold the button for 3 seconds, then release. Status lights will turn on slowly until they will become solid white and show the battery level.

Please note: the device can only be switched ON if a pod is inserted. When trying to switch ON without a pod, all LED will blink slowly once and the device will switch itself OFF.

Congratulations! We are happy that you can now continue enjoying VEEV ONE.

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 our retail stores

VEEV CUSTOMER CARE

Your device might be deeply discharged

1. Ensure the optimal charge for your device:

● For optimal charging performance, only use the manufacturer-approved Charging Cable supplied in the box and a certified AC Power Adaptor obtained from a reputable source

● Refrain from charging with a laptop. This may also interrupt the charging

2. Plug the AC adaptor into a wall power outlet. VEEV ONE takes approximately 45 minutes to be fully charged 

3. TURN ON your device by pressing and holding the button for 3 seconds

Congratulations! We are happy that you can now continue enjoying VEEV ONE.

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 our retail stores

VEEV CUSTOMER CARE

Your device might need a RESET

Perform a RESET by pressing and holding down the button for 10 seconds until status lights fade out

● In order to perform correctly the RESET, it is important to keep the button pressed for 10 seconds

● RESET is confirmed when status lights fade in again and status lights blink white twice

Congratulations! We are happy that you can now continue enjoying VEEV ONE.

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 our retail stores

VEEV CUSTOMER CARE

There may have been liquid ingress into your device

Your device might be physically damaged

There might be low e-liquid level in the pod

Try using a new pod ensuring it is fully inserted:

● Take the old pod out

● Insert the new pod ensuring that it is in the correct orientation and that it is fully pushed in place

● When a new VEEV ONE™ pod is inserted, status lights will turn on slowly to indicate that the device is ready for use

Please note: You can always change the VEEV ONE™ pod while your VEEV ONE™ device is turned ON

Congratulations! We are happy that you can now continue enjoying VEEV ONE.

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 our retail stores

VEEV CUSTOMER CARE

Your device might need a RESET

Perform a RESET by pressing and holding down the button for 10 seconds until status lights fade out

● In order to perform correctly the RESET, it is important to keep the button pressed for 10 seconds

● RESET is confirmed when status lights fade in again and status lights blink white twice

Congratulations! We are happy that you can now continue enjoying VEEV ONE.

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 our retail stores

VEEV CUSTOMER CARE

This might be caused where the puff duration is longer than five seconds

Ensure to not puff for more than five seconds in a single experience. When a puff lasts for more than five seconds, the device will stop the delivery of aerosol.

Within “Get Support” page, you can find useful tip and tricks, firmware update and more information about your device usage and maintenance. Visit get support page!

VEEV CUSTOMER CARE

[Knowledge only, NOT to communicate]

Any leakage will be pod related as the e-liquid does not circulate through the device

COMMUNICATE:

● The device needs to be cleaned before using a new pod

CONFIRM TOGETHER WITH THE ADULT CONSUMER:

1. Make sure the adult user turned off the device. The device should not be cleaned whilst on

2. Advice the adult user to take the pod out. Do not use this product if the pod appears to be damaged, tampered with, broken or leaking

3. Ask the adult user to clean the contact area on the device with a clean dry cloth and dispose the pod carefully

4. Advice the adult user to avoid contact of e-liquid with skin and eyes. In the event of skin contact, wash immediately with soap and water and, in event of eye contact, rinse carefully with water for several minutes. If an ingestion occurs, rinse mouth and seek medical attention. Wash before reuse any contaminated clothing.

5. Advice the adult user to insert a new pod ensuring that it is in the correct orientation and that it is fully pushed in place

6. Turn on the device  by pressing the button for 3 seconds

DECIDE:

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

1. Option A: The device could be cleaned and  the leakage issue is resolved. Do NOT replace

2. Option B: The device could not be cleaned and the leakage issue is not resolved. Check if eligible for replacement

Congratulations! We are happy that you can now continue enjoying VEEV ONE.

 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 our retail stores

VEEV CUSTOMER CARE

[Knowledge only, NOT to communicate]

A- This can happen whilst charging only. 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 current and cause overheating. 

COMMUNICATE:

1. Inform the user that contamination such as lint, 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 ADULT CONSUMER:

1. Tell the adult user to unplug the AC adaptor from the wall socket and leave the device to cool down before handling it

2. Advice the adult user to turn the device OFF once it has cooled down.

3. Make sure the device or charging cable is not damaged

4. After ensuring the device and cable are not damaged, ask the adult user to clean or dry the USB-C port or both the device and the charging cable. Suggest to not use metal tool to clean the device in order to avoid damaging the device

5. Ask the adult user to charge their device again under supervision and not to leave the device unattended for the first few minutes charge to check for potential overheating.

DECIDE:

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

1. Option A: Adult customer’s device or charging cable is damaged: physical damage, not covered under warranty but one replacement is allowed under Accidental Damage.

2. Option B: Adult Customer’s device is now working properly. Issued resolved. DO NOT replace

Congratulations! We are happy that you can now continue enjoying VEEV ONE.

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 our retail stores

VEEV CUSTOMER CARE

[Knowledge only, NOT to communicate]

When VEEV ONE is not functioning as expected, usually some generic steps help to resolve the issue

COMMUNICATE:

1. The device might need to be charged before using a new pod

CONFIRM TOGETHER WITH THE ADULT CONSUMER:

1. Ensure the optimal charge for your device only using the manufacturer-approved Charging Cable supplied in the box and a certified AC Power Adaptor obtained from a reputable source. Refrain from charging with a laptop. VEEV ONE takes approximately 45 minutes to be fully charged

2. Tell the adult user to turn off the device and ake the pod out. Advice to not use the pod if the pod appears to be damaged, tampered with, broken or leaking

3.Tell the adult user to clean the contacts on both the device and the pod using a clean dry cloth

● Advice the adult user to avoid contact of e-liquid with skin and eyes. In the event of skin contact, wash immediately with soap and water and, in event of eye contact, rinse carefully with water for several minutes. If an ingestion occurs, rinse mouth and seek medical attention. Wash before reuse any contaminated clothing.

4. Tell the adult user to re - insert the pod ensuring that it is in the correct orientation and that it is fully pushed in place and urn the device back on by pressing the ON/OFF button for 3 seconds

5. Advice the adult user to try   with RESET by keeping the button pressed for 10 seconds until status lights blink white twice

DECIDE:

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

1. Option A: The device is now working and issue is resolved. Do NOT replace

2. Option B: The device is still not working and issue is not resolved. Check if eligible for replacement

Congratulations! We are happy that you can now continue enjoying VEEV ONE.

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 our retail stores

VEEV CUSTOMER CARE