C1402_GLOBAL | IQOS Indonesia

No lights on Holder after a short button press

Lets try the following steps

Step One

Ensure the Pocket Charger is charged
Turning ON the Pocket Charger by pressing the button for 4 seconds
Place the Holder in the Pocket Charger

Step Two

Make sure that the Holder lights on the Pocket Charger pulse to indicate the Holder is charging
In case Holder is not charging check to see if the contacts need cleaning (click here to see how)

Step Three

Place the Holder in the Pocket Charger and perform a RESET: press and hold down the Pocket Charger button for 10 seconds (until the lights fade out). RESET will be confirmed when you release the button and all lights blink 3 times

Note: The holder will interrupt an ongoing experience if it is placed too close to a magnet or magnetic field and the Pocket Charger has magnets.

After following these steps did you manage to turn ON the Holder?

YES NO

Issue solved

Congratulations! We are happy that you can continue enjoying your IQOS ILUMA.

If you need further assistance with your device, please use our online diagnostic tool or contact our Customer Care Center:

+62 (021) 1500-975

We are frequently introducing new product options. See what’s new by visiting us online at one of our retail stores.

This product is not risk free and provides nicotine, which is addictive. Only for use by adults.

FINISH

No lights on Holder after a short button press

Please be aware that such malfunctions may also be caused by improper handling such as dropping the device on the floor or by ingress of liquids into the device. Such cases do not qualify for our warranty program. Should we establish such an events occurred with your device you may incur additional charges in relation to the replacement.

Can you confirm that the device was properly handled?

YES NO

Eligibility Check

By submitting for eligibility check, you will not be able to check back.

SUBMIT

Physical damage - Not covered

Cosmetic damage (such as scratches, dents, broken plastic, hairline cracks, discoloration), damage (improper handling or liquid contact) or failure caused by normal wear and tear of your device are excluded from voluntary warranty program.

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

If you wish to speak to a Customer Care representative, please contact us at:

+62 (021) 1500-975

This product is not risk free and provides nicotine, which is addictive. Only for use by adults.

OK

Holder light on Pocket Charger or Holder blinking white 8X

Confirm if the customer gets 2 experiences

If the customer claims their holder is blinking white 8 times ask them if they are getting a second experience with their Holder

Is the Holder able to deliver two experiences?

YES NO

Issue solved

Congratulations! We are happy that you can continue enjoying your IQOS ILUMA.

If you need further assistance with your device, please use our online diagnostic tool or contact our Customer Care Center:

+62 (021) 1500-975

We are frequently introducing new product options. See what’s new by visiting us online at one of our retail stores.

This product is not risk free and provides nicotine, which is addictive. Only for use by adults.

FINISH

Eligibility Check

By submitting for eligibility check, you will not be able to check back.

SUBMIT

Holder light blinking red

Lets try the following steps

Step One
Ensure a magnet has not been placed near the end of the Holder where the stick is inserted. This can affect the calibration of the device and activate a red light error.

Step Two
Place the Holder in the Pocket Charger and perform a RESET by pressing and holding down the Pocket Charger button for 10 seconds (until the lights fade out). The RESET will be confirmed when you release the button and all lights blink three times.

Notes: IQOS ILUMA is designed to be used only with TEREA sticks. Do not use IQOS ILUMA and TEREA sticks with previous IQOS generations, as this may cause damage to your device. Do not ingest or disassemble TEREA™ sticks. This product contains a sharp metal part which can cause serious injury if swallowed. Keep out of reach of children. More information on www.IQOS .com

After the RESET does the Holder still blink red?

YES NO

Eligibility Check

By submitting for eligibility check, you will not be able to check back.

SUBMIT

Issue solved

Congratulations! We are happy that you can continue enjoying your IQOS ILUMA.

If you need further assistance with your device, please use our online diagnostic tool or contact our Customer Care Center:

+62 (021) 1500-975

We are frequently introducing new product options. See what’s new by visiting us online at one of our retail stores.

This product is not risk free and provides nicotine, which is addictive. Only for use by adults.

FINISH

Yellow light turns ON for 3 seconds

When the Holder blinks yellow three times it simply means that it needs to be charged

Lets try the following steps

Step One
Ensure the Holder is in a charged Pocket Charger.

Step Two
Clean the contacts of the Holder and the Pocket Charger.

Step Three
If this does not work, check the Holder using a second, different Pocket Charger or visit an IQOS store to try charging the Holder with a different Pocket Charger.

After following these steps, did you manage to charge the Holder?

YES NO

Issue solved

Congratulations! We are happy that you can continue enjoying your IQOS ILUMA.

If you need further assistance with your device, please use our online diagnostic tool or contact our Customer Care Center:

+62 (021) 1500-975

We are frequently introducing new product options. See what’s new by visiting us online at one of our retail stores.

This product is not risk free and provides nicotine, which is addictive. Only for use by adults.

FINISH

Eligibility Check

By submitting for eligibility check, you will not be able to check back.

SUBMIT

Inhalation experience lasting less than it is designed for

A list of possible causes have been listed bellow

Check One
Unlike conventional cigarettes IQOS ILUMA heats tobacco so you have to puff with intervals in order to allow the device time to heat the tobacco and generate the required aerosol.

Check Two
Ensure the device was used in the working temperature range 0-40°C.

Notes

TEREA sticks are designed to deliver 14 puffs or six minutes experience (whichever comes first)

TEREA sticks may or may not leave a stain once they have been used. No stain mark is not a sign the tobacco was not heated properly.

IQOS ILUMA is designed to be used only with TEREA sticks. Do not use IQOS ILUMA and TEREA sticks with previous IQOS generations, as this may cause damage to your device. Do not ingest or disassemble TEREA™ sticks. This product contains a sharp metal part which can cause serious injury if swallowed. Keep out of reach of children More information on www IQOS com

Does this advice solve the customer’s problem?

YES NO

Issue solved

Congratulations! We are happy that you can continue enjoying your IQOS ILUMA.

If you need further assistance with your device, please use our online diagnostic tool or contact our Customer Care Center:

+62 (021) 1500-975

We are frequently introducing new product options. See what’s new by visiting us online at one of our retail stores.

This product is not risk free and provides nicotine, which is addictive. Only for use by adults.

FINISH

Inhalation experience lasting less than it is designed for

Check Three
Use the Holder 20 seconds after activation, the device has to heat up for 20 second in order to allow for aerosol creation.

Check Four
Ensure that there are Intervals (time) between puffs. Leaving time between puffs allows the Holder to properly heat the tobacco and generate aerosol.

Does this solve the customer’s problem?

YES NO

Issue solved

Congratulations! We are happy that you can continue enjoying your IQOS ILUMA.

If you need further assistance with your device, please use our online diagnostic tool or contact our Customer Care Center:

+62 (021) 1500-975

We are frequently introducing new product options. See what’s new by visiting us online at one of our retail stores.

This product is not risk free and provides nicotine, which is addictive. Only for use by adults.

FINISH

Inhalation experience lasting less than it is designed for

Check Five
Check the TEREA stick was not accidentally used twice. Or that it was just a case with an individual TEREA stick. Isolated cases with a single TEREA stick do not justify blaming the device or the sticks.

Check Six
Ensure the TEREA stick was inserted correctly as per the user guide instructions.

Check Seven
TEREA packs should not be stored in an environment which is too humid or too dry. Doing so can have an effect on the aerosol quality.

Note: Keep in mind that used TEREA sticks tend to have visible creases and marks once used, check to see if the stick may have accidentally been already used.

Does this advice solve the customers issue?

YES NO

Issue solved

Congratulations! We are happy that you can continue enjoying your IQOS ILUMA.

If you need further assistance with your device, please use our online diagnostic tool or contact our Customer Care Center:

+62 (021) 1500-975

We are frequently introducing new product options. See what’s new by visiting us online at one of our retail stores.

This product is not risk free and provides nicotine, which is addictive. Only for use by adults,

FINISH

Eligibility Check

By submitting for eligibility check, you will not be able to check back.

SUBMIT

Physical damage

Is your device still functioning?

We are sorry your IQOS ILUMA Holder is damaged. Even with this damage, are you still able to use it? Can your Holder still heat the TEREA sticks?

YES NO

Physical damage - Not covered

Cosmetic damage (such as scratches, dents, broken plastic, hairline cracks, discoloration), damage (improper handling or liquid contact) or failure caused by normal wear and tear of your device are excluded from voluntary warranty program.

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

If you wish to speak to a Customer Care representative, please contact us at:

+62 (021) 1500-975

This product is not risk free and provides nicotine, which is addictive Only for use by adults.

FINISH

Physical damage - Not covered

Cosmetic damage (such as scratches, dents, broken plastic, hairline cracks, discoloration), damage (improper handling or liquid contact) or failure caused by normal wear and tear of your device are excluded from voluntary warranty program.

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

If you wish to speak to a Customer Care representative, please contact us at:

+62 (021) 1500-975

This product is not risk free and provides nicotine, which is addictive Only for use by adults.

FINISH

Holder does not provide two experiences

Lets try the following steps

Step One
Ensure it was not used out of the working temperature 0-40°C.

Step Two
Check if the led blinks white 8 times this indicates that the device cannot deliver a second experience.

Step Three
Check the Pocket Charger is charged and is able to charge the Holder. In the even the contacts are dirty this can have an effect on charging (click here to see how to clean)

Note: a used TEREA stick can be used to perform this test

After following these steps does the Holder remain ON for six minutes during the second experience?

YES NO

Issue solved

Congratulations! We are happy that you can continue enjoying your IQOS ILUMA.

If you need further assistance with your device, please use our online diagnostic tool or contact our Customer Care Center:

+62 (021) 1500-975

We are frequently introducing new product options. See what’s new by visiting us online at one of our retail stores.

This product is not risk free and provides nicotine, which is addictive. Only for use by adults.

FINISH

Eligibility Check

By submitting for eligibility check, you will not be able to check back.

SUBMIT

Experience not starting (auto or manual)

Check ONE

Ensure the Pocket Charger is charged
Turning ON the Pocket Charger by pressing the button for 4 seconds
Place the Holder in the Pocket Charger

Check TWO

Ensure the Autostart function hasn’t been de activated in the IQOSApps

Check THREE

IQOS ILUMA is designed to be used only with TEREA sticks. The device will not start with any other sticks

Check FOUR

Ensure the TEREA sticks are being placed in the holder in the right direction and the line being aligned with the top of the Holder

Notes: IQOS ILUMA is designed to be used only with TEREA sticks . Do not use IQOS ILUMA and TEREA sticks with previous IQOS generations, as this may cause damage to your device. Do not ingest or disassemble TEREA™ sticks. This product contains a sharp metal part which can cause serious injury if swallowed. Keep out of reach of children. More information on www.IQOS.com

Does the experience starts automatically now?

YES NO

Issue solved

Congratulations! We are happy that you can continue enjoying your IQOS ILUMA.

If you need further assistance with your device, please use our online diagnostic tool or contact our Customer Care Center

+62 (021) 1500-975

We are frequently introducing new product options. See what’s new by visiting us online at one of our retail stores

This product is not risk free and provides nicotine, which is addictive. Only for use by adults

FINISH

Experience not starting (auto or manual)

It may be an isolated issue with a TEREA stick.

Lets try the following

Try a second TEREA stick to see if the issue repeats itself.

IQOS ILUMA is designed to be used only with TEREA sticks. Do not use IQOS ILUMA and TEREA sticks with previous IQOS generations, as this may cause damage to your device. Do not ingest or disassemble TEREA™ sticks. This product contains a sharp metal part which can cause serious injury if swallowed. Keep out of reach of children. More information on www.iqos.com

Does the experience starts automatically now?

YES NO

Issue solved

Congratulations! We are happy that you can continue enjoying your IQOS ILUMA.

If you need further assistance with your device, please use our online diagnostic tool or contact our Customer Care Center

+62 (021) 1500-975

We are frequently introducing new product options. See what’s new by visiting us online at one of our retail stores

This product is not risk free and provides nicotine, which is addictive. Only for use by adults

FINISH

Experience not starting

Lets try the following steps

Step One

Place the Holder in the Pocket Charger and perform a RESET by pressing and holding down the Pocket Charger button for 10 seconds (until the lights fade out). The RESET is confirmed when you release the button and all Lights blink three times.

Step Two

Try to insert a stick.

IQOS ILUMA is designed to be used only with TEREA sticks. Do not use IQOS ILUMA and TEREA sticks with previous IQOS generations, as this may cause damage to your device. Do not ingest or disassemble TEREA™ sticks. This product contains a sharp metal part which can cause serious injury if swallowed. Keep out of reach of children. More information on www.iqos.com

Does the experience starts automatically now?

YES NO

Issue solved

Congratulations! We are happy that you can continue enjoying your IQOS ILUMA.

If you need further assistance with your device, please use our online diagnostic tool or contact our Customer Care Center:

+62 (021) 1500-975

We are frequently introducing new product options. See what’s new by visiting us online at one of our retail stores.

This product is not risk free and provides nicotine, which is addictive. Only for use by adults.

FINISH

Experience not starting

Please, upgrade your IQOS ILUMA

Step ONE
If issue continues, you may need to upgrade the firmware on your IQOS ILUMA device. Please download the firmware and upgrade your IQOS ILUMA device:

For Windows PC Application: click here

For Mac OS Application: click here

Step TWO
Alternatively, you may visit an IQOS Store with your IQOS ILUMA device to get the firmware on your device upgraded.

Step THREE
After the firmware upgrade is completed, fully charge the holder, both LEDs must light up with a short button press

Step FOUR
Insert a TEREA stick
IQOS ILUMA is designed to be used only with TEREA sticks. Do not use IQOS ILUMA and TEREA sticks with previous IQOS generations, as this may cause damage to your device. Do not ingest or disassemble TEREA™ sticks. This product contains a sharp metal part which can cause serious injury if swallowed. Keep out of reach of children. More information on www.iqos.com

Does the experience starts automatically now?

YES NO

Issue solved

Congratulations! We are happy that you can continue enjoying your IQOS ILUMA.

If you need further assistance with your device, please use our online diagnostic tool or contact our Customer Care Center:

+62 (021) 1500-975

We are frequently introducing new product options. See what’s new by visiting us online at one of our retail stores.

This product is not risk free and provides nicotine, which is addictive. Only for use by adults.

FINISH

Experience not starting

Lets try the following

After a TEREA stick is properly inserted in the holder, try to start an experience by pressing the button for 2 seconds.

IQOS ILUMA is designed to be used only with TEREA sticks . Do not use IQOS ILUMA and TEREA sticks with previous IQOS generations, as this may cause damage to your device. Do not ingest or disassemble TEREA™ sticks. This product contains a sharp metal part which can cause serious injury if swallowed. Keep out of reach of children. More information on www.IQOS .com

Does the experience starts now?

YES NO

Eligibility Check

By submitting for eligibility check, you will not be able to check back.

SUBMIT

Physical damage – Not covered

Cosmetic damage (such as scratches, dents, broken plastic, hairline cracks, discoloration), damage (improper handling or liquid contact) or failure caused by normal wear and tear of your device are excluded from voluntary warranty program.

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

If you wish to speak to a Customer Care representative, please contact us at:

+62 (021) 1500-975

This product is not risk free and provides nicotine, which is addictive. Only for use by adults.

FINISH

Problem inserting TEREA stick

This may be due to segments of a previous TEREA stick remaining in the Holder.

Let’s try the following:

Step One
With caution, use your two fingers to remove the TEREA stick, if this does not work.

Step Two
With caution, try using a toothpick to remove the part of the stick that remains in the device. When removed, dispose of it immediately. Do not use any sharp tools to remove the broken stick as you might damage the device.

Notes: IQOS ILUMA is designed to be used only with TEREA sticks. Do not use IQOS ILUMA and TEREA sticks with previous IQOS generations, as this may cause damage to your device. Do not ingest or disassemble TEREA™ sticks. This product contains a sharp metal part which can cause serious injury if swallowed. Keep out of reach of children. More information on www.iqos.com

If you are experiencing any trouble please go to your nearest IQOS store so that one of our agents can assist you.

OK

Problem inserting TEREA stick

This may be due to segments of a previous TEREA stick remaining in the Holder. Let’s try the following:

Step One

With caution, use your two fingers to remove the TEREA stick, if this does not work.

Step Two

With caution, try using a toothpick to remove the part of the stick that remains in the device. When removed, dispose of it immediately. Do not use any sharp tools to remove the broken stick as you might damage the device.

If you are experiencing any trouble please go to your nearest IQOS store so that one of our agents can assist you.

Notes: Note: IQOS ILUMA is designed to be used only with TEREA sticks . Do not use IQOS ILUMA and TEREA sticks with previous IQOS generations, as this may cause damage to your device. Do not ingest or disassemble TEREA™ sticks. This product contains a sharp metal part which can cause serious injury if swallowed. Keep out of reach of children. More information on www.IQOS.com

OK

Issue solved

Congratulations! We are happy that you can continue enjoying your IQOS ILUMA.

If you need further assistance with your device, please use our online diagnostic tool or contact our Customer Care Center:

+62 (021) 1500-975

We are frequently introducing new product options. See what’s new by visiting us online at one of our retail stores.

This product is not risk free and provides nicotine, which is addictive. Only for use by adults.

FINISH

Great

Enjoy using your IQOS

Done

Heating starting automatically without consumable

Lets try the following

Place the Holder in the Pocket Charger and perform a RESET by pressing and holding down the Pocket Charger button for 10 seconds (until the lights fade out). The RESET is confirmed when you release the button and all Lights blink three times.

After RESETTING your device properly, does the experience only start after inserting a tobacco stick or by pressing the button on the Holder?

YES NO

Eligibility Check

By submitting for eligibility check, you will not be able to check back.

SUBMIT

Issue solved

Congratulations! We are happy that you can continue enjoying your IQOS ILUMA.

If you need further assistance with your device, please use our online diagnostic tool or contact our Customer Care Center:

+62 (021) 1500-975

We are frequently introducing new product options. See what’s new by visiting us online at one of our retail stores.

This product is not risk free and provides nicotine, which is addictive. Only for use by adults.

FINISH