Let‘s identify the right device part that is causing the issue
Let’s identify the correct device part that is causing the issue
1. Place the holder inside the pocket charger. Ensure to place it correctly.
2. Briefly press and release the pocket charger button and observe what you are seeing from the below:
Option A: No lights turning ON. This means your pocket charger may have an issue.
Option B: The pocket charger (strip lights) are briefly turning ON, the holder status (rounded lights) are OFF. This means your pocket charger is working, but holder is still not.
After these steps, please choose the suitable option from below
Holder light is ON, but experience doesn’t start automatically
Connect to the IQOS App
The AutoStart function might have been deactivated from IQOS App
1. Make sure your device is connected to the IQOSApp: Before performing connection steps, please;
Make sure both Charger and Holder are registered on your profile on iqos.com.
If you are using web app, clear your cache in the browser.
Make sure your holder is inside the pocket charger before performing a Bluetooth connection.
2. Let’s follow these few steps to connect your mobile device to the IQOS App:
a. Remove all devices, not only IQOS, from the Bluetooth settings of the respective end device.
b. Turn OFF Bluetooth on the phone/PC.
c. Turn ON back Bluetooth on the phone/PC again.
d. Turn OFF your IQOS and turn it ON again by pressing the pocket charger button for 4 seconds. This will instantly re-active Bluetooth of your IQOS device.
e. Log in to IQOS App again and follow the shown steps
3. Ensure that only one IQOS device is connected via Bluetooth.
4. If you are using an iOS device, make sure you launch the IQOS app using the Bluefy browser
5. If this does not work, try pairing your IQOS via USB cable on Mac or PC
6. From the IQOS App, ensure that the AutoStart function hasn’t been de-activated: AutoStart is always activated by default on a new device.
Holder light is ON, but experience doesn’t start automatically
Ensure you are using the right SMARTCORE STICK™ consumable
Ensure you are using the right SMARTCORE STICK™ consumable
1. IQOS ILUMA is designed to be used only with SMARTCORE STICKS™: ensure you are using the right consumable; the device will not start with any other tobacco sticks
2. Ensure the SMARTCORE STICKS™ are being placed in the holder in the right direction and the line just above the top of the Holder. Ensure there is no debris in the holder which needs to be removed with a wooden toothpick. Please, do not insert any metallic objects in the holder.
3. Try with another SMARTCORE STICKS™ properly inserted in the holder and start an experience by pressing the button for 2 seconds. If available, use a stick from a different pack.
Holder light is ON, but experience doesn’t start automatically
How to RESET
Your holder’s software might need a reset
Let's Perform a RESET:
1. Place the holder in the Pocket Charger. Ensure to place it correctly.
2. Press and hold down the ON/OFF button on the Pocket Charger for 10 seconds until status lights fade out.
Please note: If your IQOS ILUMA is turned OFF at the time of RESET; when pressing the button, after the first 4 seconds, the device will turn ON: lights will fade in and the device will vibrate. In order to perform the RESET correctly, it is important to keep the button continuously pressed for 10 seconds.
3. RESET is confirmed when status lights fade in again and the device vibrates.
Holder light is ON, but experience doesn’t start automatically
Firmware Update
Firmware may need to be updated
As every electronic device, IQOS is also built from two core elements – physical device items and the digital working instructions, called as firmware.
Firmware of your holder and pocket charger can be regularly updated for maintenance and improvement of your device performance.
Firmware update can be done through IQOS App or visiting an IQOS Store.
IQOS App is available both for desktop and mobile devices.
After the Firmware update, is your device working?
Holder light is ON, but experience doesn’t start automatically
Check whether the AutoStart always fails
Please, check whether your device never starts automatically or if it is a sporadic occurence
On occasion, the device may not start automatically due to a number of factors such as stick positioning and aligment, device calibration, holder low on battery charge.
Holder light is ON, but experience doesn’t start automatically
How to turn ON the device
Let’s try to start the experience manually
1. Ensure the device is turned ON
Press the pocket charger button for 4 seconds to turn your device ON. Remember, the same action applies to turn it OFF as well. Turning OFF the pocket charger will also turn OFF the holder.
2. Take your holder and insert a SMARTCORE STICK™ : make sure the consumable is being placed in the holder in the right direction and the line being aligned with the top of the Holder
3. Press the holder button for 2 seconds to start the experience manually.
Bluetooth connection issues, 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.
If you wish to reach a customer service representative, visit “contact us” page to choose the channel of your preference.
Heating starting automatically without a consumable
How to Reset your device
Your holder’s software might need a reset
Let's Perform a RESET:
1. Place the holder in the Pocket Charger. Ensure to place it correctly.
2. Press and hold down the ON/OFF button on the Pocket Charger for 10 seconds until status lights fade out
Please note: If your IQOS ILUMA is turned OFF at the time of RESET; when pressing the button, after the first 4 seconds, the device will turn ON: lights will fade in and the device will vibrate. In order to perform the RESET correctly, it is important to keep the button continuously pressed for 10 seconds.
3. RESET is confirmed when status lights fade in again and the device vibrates
1. Before trying to remove the broken SMARTCORE STICK™, make sure your holder is switched off: place the holder inside the Pocket charger and press the ON/OFF button for 4 seconds. Allow the holder to cool down properly before attempting to remove the broken stick.
To confirm that it is off, remove the holder from the pocket charger and press the holder button quickly. If no lights appear, the holder is OFF and it is safe to proceed with the extraction. If lights appear, repeat the previous step to turn off the holder.
2. A new IQOS ILUMA stick extractor tool has been developed to ensure that any broken SMARTCORE STICK™ stuck in a holder can be extracted successfully as shown in the graphic and without any risk of damage to the holder.
Please, follow the steps here below to remove the broken SMARTCORE STICK™ using the IQOS ILUMA stick extractor:
1. Make sure the holder and the stick are cooled down before proceeding
2. Carefully insert the hook of the IQOS ILUMA Stick Extractor in the holder until the plastic top part of the tool touches the holder ring
3. Rotate the IQOS ILUMA Stick Extractor by approximately 90 degrees and pull it out carefully to extract the piece of broken stick
4. Once you have removed the remaining part of the stick, look inside your device to ensure that there is no debris left in the bottom of the heating chamber
5. Once the stick has been removed successfully, turn on the holder by placing it in the pocket charger and pressing the pocket charger button for 4s until all the lights turn on and the charge level is displayed.
6. Dispose of any waste as per your local waste regulation or collect and return them to us. If you need further assistance, please, visit one of our IQOS stores
Please note: IQOS ILUMA is designed to be used only with SMARTCORE STICKS™. Do not use IQOS ILUMA with previous tobacco stick generations, as this may cause damage to your device
Did you manage to extract the broken SMARTCORE STICK™ ?
Accidental Damage is a free of charge service for our customers. It is offered as a support to replace the products which lost the functionality, after being subject to the damages that are not covered by voluntary warranty (e.g. drops, contacts with liquids or abrasive agents)
If your device is eligible, we will place a replacement order for you!
Do you want to proceed to eligibility check?
Click “Start” and login, select or add the correct device, and proceed with diagnostics.
To remove a broken SMARTCORE STICK™ that got stuck in your Holder, please follow the below steps:
Make sure the holder and the stick are cooled down before proceeding
To improve the access to SMARTCORE STICK™ and help with its removal, you can remove the ring from the holder taking care not to lose it.
Use two fingers to carefully remove the broken SMARTCORE STICK™ . If it cannot be removed using your fingers, try using a toothpick or a pair of tweezers or a metal clip to remove the part of the stick that remains in the device. Please, use extreme caution when inserting any object into the heating chamber as excessive force may damage the internal surface within.
Once you have removed the remaining part of SMARTCORE STICK™ check inside your holder to ensure that there is no debris left in the bottom of the heating chamber.
Once the stick has been removed successfully, turn on the holder by placing it in the pocket charger and pressing the pocket charger button for 4s until all the lights turn on and the charge level is displayed and re-fit the ring if previously removed.
Dispose of any waste as per your local waste regulation or collect and return them to us. If you need further assistance, please, visit one of our IQOS stores
Please note: IQOS ILUMA is designed to be used only with SMARTCORE STICKS™ . Do not use IQOS ILUMA with previous tobacco stick generations, as this may cause damage to your device.
Did you manage to extract the broken SMARTCORE STICK™?
Accidental Damage is a free of charge service for our customers. It is offered as a support to replace the products which lost the functionality, after being subject to the damages that are not covered by voluntary warranty (e.g. drops, contacts with liquids or abrasive agents)
If your device is eligible, we will place a replacement order for you!
Do you want to proceed to eligibility check?
Click “Start” and login, select or add the correct device, and proceed with diagnostics.
Use GTPs Global ID431A to inform the consumer about the reason why the holder may be perceived as warm and why it is still safe to use it.
COMMUNICATE:
If the holder warmth is creating discomfort for the user, advise to leave the device to cool down prior to starting another experience and o only use the device in an environment cooler than 40degC
Only option A since there are no issue with the device, it's all about usage conditions and perception. Do not replace.
Accidental Damage is a free of charge service for our customers. It is offered as a support to replace the products which lost the functionality, after being subject to the damages that are not covered by voluntary warranty (e.g. drops, contacts with liquids or abrasive agents)
If your device is eligible, we will place a replacement order for you!
Do you want to proceed to eligibility check?
Click “Start” and login, select or add the correct device, and proceed with diagnostics.
Bluetooth connection issues, 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.
If you wish to reach a customer service representative, visit “contact us” page to choose the channel of your preference.
Accidental Damage is a free of charge service for our customers. It is offered as a support to replace the products which lost the functionality, after being subject to the damages that are not covered by voluntary warranty (e.g. drops, contacts with liquids or abrasive agents)
If your device is eligible, we will place a replacement order for you!
Do you want to proceed to eligibility check?
Click “Start” and login, select or add the correct device, and proceed with diagnostics.
Inhalation experience duration is less than what it is designed for
Ensure the right consumable was inserted correctly
COMMUNICATE:
The device is designed to provide you experiences that each have up to 6 mins and/or 14 puffs whichever comes first. IQOS ILUMA is designed to be used only with SMARTCORE STICK™. Do not use IQOS ILUMA with previous tobacco stick generations, as this may cause damage to your device
The device must heat up for 20 second in order to allow for aerosol creation. Ensure that there are intervals (time) between puffs. Leaving time between puffs allows the Holder to properly heat the tobacco and generate aerosol
CONFIRM OR TEST TOGETHER WITH THE CONSUMER:
1. Check the consumable was not accidentally used twice.
2. 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.
3. Check if this is an isolated SMARTCORE STICK™ fabrication issue. If this is an isolated issue with an individual SMARTCORE STICK™, try a new SMARTCORE STICK™ consumable
4. Does it deliver experiences with 14 puffs OR around 6 minutes?
DECIDE:
According to the above steps and the consumer’s claim, make the decision;
Option A: Inhalation delivery duration and puffs are within acceptable limits, therefore, DO NOT replace.
Option B: Let’s check if your device is still under warranty, if so, we may have the possibility to replace your device
2. Press the pocket charger button for 4 seconds to turn your device ON. Remember, the same action applies to turning it OFF as well. Turning OFF the pocket charger will also turn OFF the holder.
After these steps, did the lights of your device turn ON?
Your holder might not be getting charge from your pocket charger
1. Ensure the optimal charging for your device:
Use official IQOS power adaptor and cable. Unofficial ones may interrupt the charging.
Refrain from charging with a laptop. This may also interrupt the charging.
2. Place the holder back inside the pocket charger. Ensure to place it correctly.
3. 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 the device vibrates.
4. Press and release briefly the pocket charger button. Check the rounded lights on your pocket charger:
Rounded lights pulsing or stationary white. This means your holder is back ON.
Rounded lights are OFF. This means your holder is still OFF.
After these steps, did your pocket charger start to be charged? (Please note that, if you choose the option “NO”, this will take you to pocket charger diagnostics. In this case, please choose “no lights on pocket charger”)
1. Place the holder in the Pocket Charger. Ensure to place it correctly.
2. Press and hold down the ON/OFF button on the Pocket Charger for 10 seconds until status lights fade out:
Please note: If your IQOS ILUMA is turned OFF at the time of RESET; when pressing the button, after the first 4 seconds, the device will turn ON: lights will fade in and the device will vibrate. In order to perform the RESET correctly, it is important to keep the button continuously pressed for 10 seconds.
3. RESET is confirmed when status lights fade in again and the device vibrates:
Ensure a magnet has not been placed near the end of the Holder where the stick is inserted. The holder shouldn’t be placed against the PC during an experience as the PC contains a magnet. Proximity to a magnet can affect the device calibration and activate a red light error.
A failed firmware update can cause blinking red light. Please, try updating your firmware again:
As every electronic device, IQOS is also built from two core elements – physical device items and the digital working instructions, called as firmware.
Firmware of your holder and pocket charger can be regularly updated for maintenance and improvement of your device performance.
Firmware update can be done through IQOS App or visiting an IQOS Store.
IQOS App is available both for desktop and mobile devices.
After trying firmware update again, is your device now working? (If you didn’t attempt firmware update at all, please choose “NO”)
1. Place the holder in the Pocket Charger. Ensure to place it correctly.
2. Press and hold down the ON/OFF button on the Pocket Charger for 10 seconds until status lights fade out:
Please note: If your IQOS ILUMA is turned OFF at the time of RESET; when pressing the button, after the first 4 seconds, the device will turn ON: lights will fade in and the device will vibrate. In order to perform the RESET correctly, it is important to keep the button continuously pressed for 10 seconds.
3. RESET is confirmed when status lights fade in again and the device vibrates.
Visit our “Support” section to learn further tips about the maintenance of your device.
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!
1. Place the holder back inside the pocket charger. Ensure to place it correctly.
2. Ensure the Pocket Charger is ON by short pressing the ON/OFF Button:
If you don’t see any lights on your pocket charger, press the pocket charger button for 4 seconds to turn your device ON. Remember, the same action applies to turning it OFF as well. Turning OFF the pocket charger will also turn OFF the holder.
If your pocket charger is already ON, solid white strip lights will turn on showing the charge level of your Pocket Charger.
Make sure your pocket charger is charged enough to fully charge the holder.
3. Ensure the optimal charging for your device:
Use official IQOS power adaptor and cable. Unofficial ones may interrupt the charging.
Refrain from charging with a laptop. This may also interrupt the charging.
Check and remove, if necessary, residues or dust that may interfere with the contacts between holder and pocket charger.
4. Leave the Holder to charge for about 5 min or until the first holder light on the Pocket Charger turns solid white.
After these steps, did your holder start to be charged? (Please note that, if you choose the option “NO”, this will take you to pocket charger diagnostics. In this case, please choose “pocket charger not charging the holder”)
In order to be able to diagnose and to replace the correct device part (if eligible), please choose your respective “POCKET CHARGER”, and proceed withpocket charger diagnosticsby choosing the suitable issue
Accidental Damage is a free of charge service for our customers. It is offered as a support to replace the products which lost the functionality, after being subject to the damages that are not covered by voluntary warranty (e.g. drops, contacts with liquids or abrasive agents)
If your device is eligible, we will place a replacement order for you!
Do you want to proceed to eligibility check?
Click “Start” and login, select or add the correct device, and proceed with diagnostics.
Accidental Damage is a free of charge service for our customers. It is offered as a support to replace the products which lost the functionality, after being subject to the damages that are not covered by voluntary warranty (e.g. drops, contacts with liquids or abrasive agents)
If your device is eligible, we will place a replacement order for you!
Do you want to proceed to eligibility check?
Click “Start” and login, select or add the correct device, and proceed with diagnostics.
When your IQOS ILUMA is not functioning as expected, usually some generic steps help to resolve the issue. Let’s start with a RESET
Let's Perform a RESET:
1. Place the holder in the Pocket Charger. Ensure to place it correctly.
2. Press and hold down the ON/OFF button on the Pocket Charger for 10 seconds until status lights fade out:
Please note: If your IQOS ILUMA is turned OFF at the time of RESET; when pressing the button, after the first 4 seconds, the device will turn ON: lights will fade in and the device will vibrate. In order to perform the RESET correctly, it is important to keep the button continuously pressed for 10 seconds.
3. RESET is confirmed when status lights fade in again and the device vibrates.
Seeing a light on a deeply discharged pocket charger may take up to 15 mins
Your Pocket Charger might be discharged
1. Ensure the optimal charge for your device:
Use official IQOS power adaptor and cable. Unofficial ones may interrupt the charging.
Refrain from charging with a laptop. This may also interrupt the charging.
2. Place the holder back inside the pocket charger. Ensure to place it correctly.
3. Plug the pocket charger into a wall power outlet:
While the pocket charger is being charged, strip lights will be pulsing.
Seeing a light on a deeply discharged pocket charger may take up to 15 minutes.
After these steps, did your pocket charger start to be charged? (Please note that, if you choose the option “NO”, this will take you to pocket charger diagnostics. In this case, please choose “no lights on pocket charger”)
In order to be able to diagnose and to replace the correct device part (if eligible), please choose your respective “POCKET CHARGER”, and proceed withpocket charger diagnostics by choosing the suitable issue
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.
IQOS ILUMA PRIME is designed to be used only with TEREA sticks . Do not use IQOS ILUMA PRIME 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
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?
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 PRIME 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 PRIME is designed to be used only with TEREA sticks . Do not use IQOS ILUMA PRIME 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
Inhalation experience lasting less than it is designed for
Check Five
Check the SMARTCORE STICK™ was not accidentally used twice. Or that it was just a case with an individual SMARTCORE STICK™. Isolated cases with a single SMARTCORE STICK™ do not justify blaming the device or the sticks.
Check Six
Ensure the SMARTCORE STICK™ stick was inserted correctly as per the user guide instructions.
Check Seven
SMARTCORE STICK™ 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 SMARTCORE STICK™ sticks tend to have visible creases and marks once used, check to see if the stick may have accidentally been already used.
We are sorry your IQOS ILUMA PRIME Holder is damaged. Even with this damage, are you still able to use it? Can your Holder still heat the TEREA sticks?
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?
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.
IQOS ILUMA PRIME is designed to be used only with TEREA sticks . Do not use IQOS ILUMA PRIME 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
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 PRIME is designed to be used only with SMARTCORE STICK™. The device will not start with any other sticks.
Check FOUR
Ensure the SMARTCORE STICK™ are being placed in the holder in the right direction and the line being aligned with the top of the Holder.
IQOS ILUMA PRIME is designed to be used only with SMARTCORE STICK™. Do not use IQOS ILUMA PRIME and SMARTCORE STICK™ with previous IQOS generations, as this may cause damage to your device. Do not ingest or disassemble SMARTCORE STICK™. 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
Try a second TEREA stick to see if the issue repeats itself.
Does the experience starts automatically now?
IQOS ILUMA PRIME is designed to be used only with TEREA sticks . Do not use IQOS ILUMA PRIME 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
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 PRIME is designed to be used only with TEREA sticks . Do not use IQOS ILUMA PRIME 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 a TEREA stick is properly inserted in the holder, try to start an experience by pressing the button for 2 seconds.
IQOS ILUMA PRIME is designed to be used only with TEREA sticks . Do not use IQOS ILUMA PRIME 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
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.
Note: a used SMARTCORE STICK™ can be used to perform this test.
After RESETTING your device properly, does the experience only start after inserting a tobacco stick or by pressing the button on the Holder?
Accidental Damage is a free of charge service for our customers. It is offered as a support to replace the products which lost the functionality, after being subject to the damages that are not covered by voluntary warranty (e.g. drops, contacts with liquids or abrasive agents)
If your device is eligible, we will place a replacement order for you!
Do you want to proceed to eligibility check?
Click “Start” and login, select or add the correct device, and proceed with diagnostics.
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