A1505_IODUO_PH | IQOS Philippines

Holder status (rounded lights) not turning 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.

● Watch the video “How to charge your IQOS ORIGINALS DUO”

● Clean the contacts between pocket charger and holder.

● See the demonstration or watch the tutorial for “How to clean the contacts”

2. Place the holder back inside the pocket charger. Ensure to place it correctly.

● Metal connector of the holder should be at the bottom of the pocket charger.

3. Perform RESET for your device;

i. Press the pocket charger button for 10 seconds. Keep it pressed while all the lights dim out.

ii. The RESET will be confirmed when all the lights briefly blinks white.

iii. See the demonstration or watch the tutorial for “How to RESET”.

4. Press and release briefly the pocket charger button. Check the rounded lights on your pocket charger;

a. Rounded lights pulsing or stationary white. This means your holder is back ON.

b. Rounded lights are OFF. This means your holder is still OFF

After these steps, did your holder status lights turn ON?

Yes No

Issue Resolved

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

[Markets to adjust from the below CTAs]

[Option 1] If you need any further support on your device, you can also visit our FAQs

[Option 2] We are frequently introducing new product and accessories. See what’s new by visiting our online store or at one of our retail stores

IQOS CUSTOMER CARE

FINISH

Firmware of your pocket charger may be outdated!

A firmware update may resolve your issue!

● 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 www.iqos.com. Simply login to your account, then go to your registered device, and then update the firmware. For details, visit our IQOS.com FAQ on Firmware Upgrade. You may also visit the IQOS store nearest you for a free firmware upgrade

● Watch the tutorial on “How to update the firmware”

After this information, how would you like to proceed?

Visit support page Do not update the firmware

Visit Get Support Page!

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!

IQOS CUSTOMER CARE

FINISH

Holder status (rounded lights) not turning on

The issue might be with your holder!

1. Test your pocket charger with another IQOS ORIGINALS DUO holder that is a working one

2. This will help you to identify your faulty device part – holder or pocket charger.

3. If you do not have possibility to test your pocket charger with another holder, from the below options, please choose “Diagnose the holder”, since the faulty part is most likely your holder. Then, please choose “Holder lights not turning on”

After these steps, how would you like to proceed?

Replace the pocket charger Diagnose the holder

Let’s diagnose your pocket charger!

For being able to diagnose and to replace the correct device part (if eligible), please visit “my devices” section, choose your respective “POCKET CHARGER”, and proceed with pocket charger diagnostics.

IQOS CUSTOMER CARE

FINISH

Let’s diagnose your holder!

For being able to diagnose and to replace the correct device part (if eligible), please visit “my devices” section, choose your respective “HOLDER”, and proceed with holder diagnostics.

IQOS CUSTOMER CARE

FINISH

Holder status (rounded light) blinking red

Your holder might be giving you a warning about its charge

● When your device is being charged with an unofficial power adaptor and cable or with a laptop, it receives the charge much slower. See the demonstration

● After the holder is used during this moment, for the next experience, it also doesn’t get charge fast enough and warns you on this with red blinking status light.

● If the contacts between your holder and pocket charger are dirty, this also doesn’t let your holder to charge fast enough and again, your holder warns you on this with red blinking status light

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.

● Watch the video “How to charge your IQOS ORIGINALS DUO”

● Clean the contacts between pocket charger and holder.

● See the demonstration or watch the tutorial for “How to clean the contacts”

After this information and steps, do you still see the holder status (rounded light) blinking red?

No Yes (Perform holder diagnostic)

Issue Resolved

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

[Markets to adjust from the below CTAs]

[Option 1] If you need any further support on your device, you can also visit our FAQs

[Option 2] We are frequently introducing new product and accessories. See what’s new by visiting our online store or at one of our retail stores

IQOS CUSTOMER CARE

FINISH

Let’s diagnose your holder!

For being able to diagnose and to replace the correct device part (if eligible), please visit “my devices” section, choose your respective “HOLDER”, and proceed with holder diagnostics.

IQOS CUSTOMER CARE

FINISH

Pocket charger status (strip light) blinking red

Your pocket charger might be giving a warning about its charge

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.

● Watch the video “How to charge your IQOS ORIGINALS DUO”

● Clean the contacts between pocket charger and holder.

● See the demonstration or watch the tutorial for “How to clean the contacts”

2. Place the holder back inside the pocket charger. Ensure to place it correctly.

● Metal connector of the holder should be at the bottom of the pocket charger.

3. Perform RESET for your device;

i. Press the pocket charger button for 10 seconds. Keep it pressed while all the lights dim out.

ii. The RESET will be confirmed when all the lights briefly blinks white.

iii. See the demonstration or watch the tutorial for “How to RESET”.

After these steps, is your pocket charger is working?

Yes No

Issue Resolved

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

[Markets to adjust from the below CTAs]

[Option 1] If you need any further support on your device, you can also visit our FAQs

[Option 2] We are frequently introducing new product and accessories. See what’s new by visiting our online store or at one of our retail stores

IQOS CUSTOMER CARE

FINISH

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

Do you want to proceed to the eligibility check?

START

Having a fully charged holder takes more than 10 mins

Your holder might not be getting sufficient 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.

● Watch the video “How to charge your IQOS ORIGINALS DUO”

● Clean the contacts between pocket charger and holder.

● See the demonstration or watch the tutorial for “How to clean the contacts”

After these steps, were you able to charge your holder fully?

Yes No

Issue Resolved

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

[Markets to adjust from the below CTAs]

[Option 1] If you need any further support on your device, you can also visit our FAQs

[Option 2] We are frequently introducing new product and accessories. See what’s new by visiting our online store or at one of our retail stores

IQOS CUSTOMER CARE

FINISH

Firmware of your pocket charger may be outdated!

A firmware update may resolve your issue!

● 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 www.iqos.com. Simply login to your account, then go to your registered device, and then update the firmware. For details, visit our IQOS.com FAQ on Firmware Upgrade. You may also visit the IQOS store nearest you for a free firmware upgrade.

● Watch the tutorial on “How to update the firmware”

After this information, how would you like to proceed?

Visit support page Do not update the firmware

Visit Get Support Page!

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!

IQOS CUSTOMER CARE

FINISH

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

Do you want to proceed to the eligibility check?

START

Physical Damage

We are sorry your IQOS pocket charger got damaged.

Are you still able to use it with this physical damage? For example; can your pocket charger still charger your holder?

Yes No

Not Covered

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.

IQOS CUSTOMER CARE

FINISH

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

Do you want to proceed to the eligibility check?

START

I couldn’t find my issue amongst these options

When your IQOS is not functioning as expected, usually some generic steps help to resolve the issue. Let’s start with RESET

1. Place the holder inside the pocket charger. Ensure to place it correctly.

● Metal connector of the holder should be at the bottom of the pocket charger.

2. Perform RESET for your device;

i. Press the pocket charger button for 10 seconds. Keep it pressed while all the lights dim out.

ii. The RESET will be confirmed when all the lights briefly blinks white.

iii. See the demonstration or watch the tutorial for “How to RESET”.

After the RESET, is your issue resolved?

Yes No

Issue Resolved

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

[Markets to adjust from the below CTAs]

[Option 1] If you need any further support on your device, you can also visit our FAQs

[Option 2] We are frequently introducing new product and accessories. See what’s new by visiting our online store or at one of our retail stores

IQOS CUSTOMER CARE

FINISH

I couldn’t find my issue amongst these options

A thorough cleaning of your device may help!

1. Perform cleaning for your device

● Always use IQOS original cleaning tool and sticks

● Clean your holder, holder cap, and connectors between your holder and the pocket charger

● Change your holder cap every 6 months

● Watch the tutorials for “How to clean the holder” and “How to clean the connectors”

After the cleaning, is your issue resolved?

Yes No

Issue Resolved

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

[Markets to adjust from the below CTAs]

[Option 1] If you need any further support on your device, you can also vtisi our FAQs

[Option 2] We are frequently introducing new product and accessories. See what’s new by visiting our online store or at one of our retail stores

IQOS CUSTOMER CARE

FINISH

I couldn’t find my issue amongst these options

Your issue might have been caused by charging.

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.

● Watch the video “How to charge your IQOS ORIGINALS DUO”

After using official power adaptor and cable, is your issue resolved?

Yes No

Issue Resolved

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

[Markets to adjust from the below CTAs]

[Option 1] If you need any further support on your device, you can also visit our FAQs

[Option 2] We are frequently introducing new product and accessories. See what’s new by visiting our online store or at one of our retail stores

IQOS CUSTOMER CARE

FINISH

Firmware of your pocket charger may be outdated!

A firmware update may resolve your issue!

● 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 www.iqos.com. Simply login to your account, then go to your registered device, and then update the firmware. For details, visit our IQOS.com FAQ on Firmware Upgrade. You may also visit the IQOS store nearest you for a free firmware upgrade.

● Watch the tutorial on “How to update the firmware”

After this information, how would you like to proceed?

Visit support page Do not update the firmware

Visit Get Support Page!

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!

IQOS CUSTOMER CARE

FINISH

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

Do you want to proceed to the eligibility check?

START

Pocket charger cannot charge the holder for 20 experiences

COMMUNICATE:

● The pocket charger is designed to charge your holder up to 20 experiences only when your pocket charger is FULLY Charged

● 20 experiences mean that 20 singles experiences or 10 double (back-to-back) experiences.

CONFIRM TOGETHER WITH THE CONSUMER:

1. Advice to use the official IQOS power adaptor and cable, plug it to your pocket charger and then to a wall power outlet (don't use laptop's USB ports).

2. During charging, the strip lights on the pocket charger will pulse. When all lights automatically turn OFF while still plugged, it means your device has reached a full charge.

3. This can be confirmed with a brief press and release of the pocket charger button. All 4 strip lights should be white.

4. After these steps, now with a full charge, can the customer’s pocket charger charge the holder for up to 20 experiences?

DECIDE:

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

a. Customer’s pocket charger can charge the holder up to 20 experiences, therefore, DO NOT replace.

b. Customer’s pocket charger cannot charge the holder up to 20 experience. Proceed with the next step communication

Choose the option from the below to continue

I confirm that there is no need of replacement There might be a need of pocket charger replacement

Issue Resolved

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

[Markets to adjust from the below CTAs]

[Option 1] If you need any further support on your device, you can also visit our FAQs

[Option 2] We are frequently introducing new product and accessories. See what’s new by visiting our online store or at one of our retail stores

IQOS CUSTOMER CARE

FINISH

Pocket charger cannot charge the holder for 20 experiences

Customer’s pocket charger battery capacity might be degraded by time – which is normally out of warranty

COMMUNICATE:

● As any other electronic devices, the battery performance of the pocket charger reduces over time. This is a normal situation for a battery performance on electronics.

● The reduced battery performance may affect the charging capacity of your pocket charger.

● 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.

● Let’s check if your device is still under warranty, if so, we may have the possibility to replace your pocket charger.

Find out below to see the eligibility!

Display eligibility

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

Do you want to proceed to the eligibility check?

START

Bluetooth and Pairing Issues

CONFIRM or TRY TOGETHER WITH THE CONSUMER:

● Make sure both Charger and Holder are registered on your profile.

● 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.

● Follow the below steps;

1. Remove all devices, not only IQOS, from the Bluetooth settings of the respective end device.

2. Turn OFF Bluetooth on the phone/PC.

3. Turn ON back Bluetooth on the phone/PC again.

4. 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 so that it can be found by your device.

5. Log in to IQOS App again and follow the shown steps.

● Ensure that only one IQOS device is connected via Bluetooth.

● If you are using an iOS device, make sure you launch the IQOS app using the Bluefy browser.

● If this does not work, try pairing your IQOS via USB on Mac or PC. Alternatively, to get support in person, visit the nearest IQOS store

According to the above steps and the consumer’s claim, was the customer able to pair their device?

Yes No

Issue Resolved

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

[Markets to adjust from the below CTAs]

[Option 1] If you need any further support on your device, you can also visit our FAQs

[Option 2] We are frequently introducing new product and accessories. See what’s new by visiting our online store or at one of our retail stores

IQOS CUSTOMER CARE

FINISH

Not Covered

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.

IQOS CUSTOMER CARE

FINISH

Lights not turning on when plugged to the charge

Your pocket charger might not be getting charge from power outlet

1. Ensure the optimal charging for your pocket charger;

● 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

● Watch the video “How to charge your IQOS ORIGINALS DUO”

2. Check the charging cable entrance of your pocket charger. If there is any blockage, remove the blockage by gently blowing from distance.

3. Check if your power adaptor and cable is working. Try to charge your pocket charger with another power adaptor and cable.

After these steps, did your pocket charger start to be charged?

Yes No

Issue Resolved

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

[Markets to adjust from the below CTAs]

[Option 1] If you need any further support on your device, you can also visit our FAQs

[Option 2] We are frequently introducing new product and accessories. See what’s new by visiting our online store or at one of our retail stores

IQOS CUSTOMER CARE

FINISH

Lights not turning on when plugged to the charge

Your pocket charger might be deeply discharged

● While your pocket charger is being charged, strip lights will be pulsing. Seeing a light on a deeply discharged pocket charger may take up to 20 minutes. See the demonstration.

1. Ensure that you have plugged the pocket charger into a wall power outlet with a working official IQOS power adaptor and cable

2. Place the holder back inside the pocket charger. Ensure to place it correctly.

● Metal connector of the holder should be at the bottom of the pocket charger.

3. Perform RESET for your device;

i. Press the pocket charger button for 10 seconds. Keep it pressed while all the lights dim out.

ii. The RESET will be confirmed when all the lights briefly blinks white.

iii. See the demonstration or watch the tutorial for “How to RESET”.

After these steps, did your pocket charger start to be charged?

Yes No