FlexPuff is designed to work with tobacco sticks. Activation and number of puffs depend on individual usage patterns. Thus, extra puffs might not apply to all adult consumers and/or experiences. 
FlexPuff may not be activated because of one of the following reasons:
•    Incorrect stick: The device is designed to only work with SMARTCORE STICKS™. If you use any other product, the experience duration may be impacted or it may not start.
•    Incorrect stick insertion: Ensure you insert your SMARTCORE STICKS™ the right way. Insert the SMARTCORE STICK™ to the line on the filter with filter facing outside. 
•    Dirt or objects in the heating chamber:  Check the heating chamber for broken sticks or other debris or objects.  Do not insert any sharp objects in the heating chamber to avoid damaging your device.  
•    Device malfunction: Reset your device. If this does not resolve the issue, please contact us or visit the nearest IQOS™ Store for assistance. 
•    Flex Puff deactivated in the IQOS app: Activate the FlexPuff feature via the IQOS app.
•    If you take large puffs, FlexPuff is unlikely to be activated as a lot of aerosol is used during the experience.

By default, on a new device, AutoStart is activated. You can also swipe your finger up from the bottom to the top of the screen to manually start the experience. Ensure your device is turned on.
If you experience difficulties starting your experience automatically upon stick insertion, check the following:
Discharged Holder:
•    The Pocket Charger should be sufficiently charged (at least one solid white light) to allow a full charge of the Holder.
•    Place the Holder in a charged Pocket Charger and leave it charging until the two Holder’s lights on the Pocket Charger turn solid white.

Device is locked: 
•    Deactivate the Device Lock via the IQOS app.

Device is outside the optimal temperature range:
•    The operating temperature range for IQOS ILUMA i devices is 0°C–40°C. If used outside this operating range, an experience could be interrupted or may not start.
•    Bring the device to the optimal temperature range.

AutoStart is deactivated: 
•    If a stick is inserted and AutoStart is disabled, 3 horizontal lines will show in wave 3×. 
•    Open the IQOS app and ensure AutoStart is activated and Device Lock is deactivated.

Incorrect stick or incorrect stick insertion:
•    The device is designed to only work with SMARTCORE STICKS™. If you use any other product, the experience duration may be impacted or it may not start.
•    Ensure that the SMARTCORE STICK™ is fully inserted (approximately up to the line).

To confirm that the experience has started, the device will vibrate, and the ring will slowly appear from the bottom of the screen until fully closing. 
 

By default, on a new device, AutoStart is activated. Preheating should start automatically (AutoStart), or, by pressing the Button for 1 second.

If you experience difficulties starting your experience automatically upon stick insertion, check the following:

Discharged device:
•    The device should be sufficiently charged (at least one solid white light). 
•    Charge the device with the compatible charging cable and AC Power Adaptor. 
•    If fully discharged, the device lights may take a few seconds before turning on.
•    A full charge takes approx. 90 minutes. The 4 lights will turn solid white and then turn off when fully charged.

Device is locked: 
•    Deactivate the Device Lock via the IQOS app.
Device is outside the optimal temperature range:
•    The operating temperature range for the IQOS ILUMA i™ devices is 0°C –40°C. If used outside of its operating range, an experience could be interrupted or may not start.
•    Bring the device to the optimal temperature range.

AutoStart is deactivated: 
•    Open the IQOS app and ensure AutoStart is activated and Device Lock is deactivated.

Incorrect stick or incorrect stick insertion:
•    The device is designed to only work with SMARTCORE STICKS™. If you use any other product, the experience duration may be impacted or it may not start.
•    Ensure that the SMARTCORE STICK™ is fully inserted (approximately up to the line).

To confirm that the experience has started, the device will vibrate.

When you want to change your name after ex.: marriage, we kindly ask you to contact our customer service via E-Mail ([email protected]) or Chat (https://ch.iqos.com/en#openChat). Please be ready to present to us your new ID or certification of name change, so we can proceed to change your name. 

Please try the password reset. If it is still not working, please contact our customer service (0800 050 000). If you receive any error message, we kindly ask you to make a screenshot of the error, so we can support you more efficiently. While in contact with us, we will be able to make any action on behalf for you, ex.: placing an order, so please let us know.

If you have forgotten your password, you can click on the “forgot password” button in the login page and follow the instructions.

If it is still not working, please contact our customer service (0800 050 000), and be ready to also access your E-Mail Account. We will try solving your issue. In the meanwhile, you can tell our agent as well if you need to order something, and we will be happily placing the order for you.

Visit our website and click on the Account icon on the navigation bar (right side). Then simply enter your email address and password.

For deleting your IQOS Account, please contact our customer service via E-Mail ([email protected]) or Chat (https://ch.iqos.com/en#openChat). We will verify that you are the real user of the account and after confirmation, we will be able to delete your account. Please note: Your account will be immediately deleted and will no longer be available to you.

In case you want to change your date of birth, we kindly ask you to contact our customer service via E-Mail ([email protected]) or Chat (https://ch.iqos.com/en#openChat). Please be ready to present to us your ID, so we can proceed to change your date of birth.

If you’ve already registered your device, you can find the device number online in your IQOS profile.  

Alternatively, the device number can be found on the device itself or on the bottom of the original packaging for your IQOS device.