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Experiencing Issues with Your IQOS Device? Here’s What You Need to Do

If your IQOS device is damaged or encounters any issues, whether it’s a malfunction or operational problem, it’s essential to address them promptly to keep your device performing optimally and prevent further damage.

What Exactly Does "Issues with the IQOS Device" Mean?

Issues with an IQOS device can range from visible cracks to internal problems that aren’t immediately apparent. Here are some common physical damaged on an IQOS device you might encounter:

  1. Cracked or Broken Components: This can include cracks on the cap or body of the device.
  2. Charging Issues: A bent charging port or a damaged charging cable can prevent your device from powering on.
  3. Battery Problems: If your device can’t hold a charge or fails to turn on, the battery might be the issue.
  4. Overheating: While the IQOS ILUMA™ heats TEREA™ tobacco sticks internally, excessive heat could indicate a problem.

What Should Be Done If the IQOS Device Encounters an Issue?

If you encounter problems with your IQOS device, here are some steps you can follow to troubleshoot:

  • Step 1: Check Your Device for Physical or Functional Damage

Start by inspecting your device to determine whether the damage is only physical or impacts its function. Small cracks may not affect performance, but even minor issues could lead to more significant problems.

  • Step 2: Try Online Troubleshooting

For minor issues, try troubleshooting. Ensure the device is fully charged and reset it according to the user guide. You can also use IQOS’s online self-diagnosis tool to check if replacement is needed.

  • Step 3: Visit the Nearest IQOS Tobacco Heating Store

Use the IQOS store locator to find your nearest IQOS tobacco heating store. Simply enter your address or postal code to get details on the closest store, including the address and opening hours.

  • Step 4: Contact IQOS Care

IQOS offers customer care services to help you resolve issues. IQOS Care can provide tailored advice based on the damage your device has sustained.

  • Step 5: Consider Replacing Your Device

If, after troubleshooting, your device cannot be repaired, you may be able to file a warranty claim for a replacement.

How to Prevent Future Issues with Your IQOS Device

Prevention is always better than repair. To avoid a damaged IQOS device, here are some tips to help you keep your IQOS device in good condition:

  1. Use Protective Accessories: Protective cases like the sleeve plus or silicone sleeve can help protect your IQOS device. Visit this page to explore more about IQOS accessories options.
  2. Handle Your IQOS Carefully: Avoid pressing buttons too hard or using excessive force when inserting TEREA™ sticks.
  3. Store It Safely: Keep your device in a secure location when not in use. Avoid placing it in areas where it could fall, get wet, or be exposed to direct sunlight.
  4. Check Your Warranty: Most IQOS ILUMA devices purchased online at IQOS.com or from authorized stores come with a one-year warranty. You can use the online diagnostic tool to check if replacement is needed or contact IQOS Care for assistance.