Self-diagnose your BONDS by IQOS

Online troubleshooting tool.
Easily self-diagnose and fix device issues in just a few minutes. Start troubleshooting now, and we’ll guide you to instant solutions at your fingertips - no waiting, no queues. If eligible, you can self-order a replacement device.

Common issues with BONDS by IQOS.

Here’s a quick guide to help you fix common issues.
Charging issues
Resetting your device
Unusual lights & patterns
Consumable issues

Charging issues.

If your BONDS by IQOS device is not charging or charging too slowly:


- Check that you’re using a compatible AC power adaptor and charging cable. 

- Avoid charging with a laptop or power bank.

- Ensure the USB ports of the device and accessories are clean. Gently clear dust and contamination. 


Note: 

If the device is plugged in to charge while in cool down mode, the battery will not charge until it’s back within operating temperature range (0-40°C). Give it 4 minutes to cool down.

How to reset your device.

Resetting your BONDS by IQOS can fix software glitches that cause it to slow down or malfunction.

To reset your BONDS by IQOS device:

1. Press the ON/OFF button continuously for 10 seconds and release.

2. The reset is confirmed when all lights turn back on, blink slowly twice, and ramp up to display the battery status.

Meaning of lights and patterns.

Lights show on BONDS by IQOS to alert you to an issue:

No lights: Turned off or battery depleted.

Yellow/orange light blinks 3 times: Battery is low.

Red blinking light: There’s either a device error, which a reset may fix, or the device is charging too slowly.

All lights blinking white 2 times: Device is outside of operating temperature range (0-40°C). Let it cool down or warm up.

Lights pulsing up and down: Device is in cool down mode (triggered after 3 consecutive sessions). Give it 4 minutes to cool.

ROUNDHEAT stick issues.

BONDS by IQOS is designed to be used only with ROUNDHEATTM sticks. Correctly insert the stick up to the line (filter pointing outward), and avoid moving it during use.

If it’s difficult to insert the ROUNDHEATTM stick even though it’s in the right orientation, here’s what you can do:

1. Open the lid.

2. Press the button for 2 seconds to start pre-heating.

3. Wait 3-4 seconds.

4. Now gently insert the ROUNDHEATTM stick.

Watch and learn.
Our video tutorials demonstrate your BONDS by IQOS features.
You’ll see how your BONDS by IQOS works for intuitive use and get to know what it’s telling you at a glance.
BONDS by IQOS user document.
Our BONDS by IQOS user documents are designed to help you understand and properly use your specific model.
You’ll learn about:

    - Component names and functions.

    - Optimal storage and usage.

    - Safety warnings and instructions.

    - Conformity coverage.

Download BONDS by IQOS user document.
Frequently asked questions
While it’s not strictly necessary to register your BONDS by IQOS device to get started, it is highly recommended because:

- Registered devices can be quickly identified and serviced, making the troubleshooting process faster and more efficient.
- It’s easy to check if your device is covered under warranty, crucial for replacements or repairs.
- You gain more personalised steps when using our online troubleshooting tool.
No, before using your BONDS by IQOS for the first time, it’s important to fully charge the device.
To charge your device:

1. Plug the device into a wall socket using a compatible AC power adaptor and charging cable.
2. Leave it to charge for 120 minutes, until all 4 LEDs are solid white.
Your BONDS by IQOS device is ready to be used for the first time when all 4 LEDs are solid white (100% charged).
To check the battery charge level, briefly press the power button.
For optimal charging:

1. Plug the device into a wall socket using a compatible AC power adaptor and charging cable.
2. Leave it to charge for about 130 minutes.
Your BONDS by IQOS device features a cool down mode, which is automatically triggered after 3 consecutive uses.
During cool down:

- The device takes 4 minutes to cool down.
- You won’t be able to start another experience until the 4-minute cool down period ends.
- Lights pulse up and down.
Your BONDS by IQOS device should turn on when you press the button for 4 seconds.
If your device does not turn on as expected, the battery may be depleted. Plug it in to charge using a compatible AC power adaptor and charging cable, until at least 1 light stays solid white (25%).
- You may be using your BONDS by IQOS device outside of the optimal operating temperature range (0-40°C). Give it time to cool down and use it indoors where it's cooler.
- You may have finished 3 consecutive experiences and now your device needs 4 minutes to cool down. Cool down mode is triggered automatically after 3 back-to-back uses. During cool down mode, all lights ramp up and down twice.
- If the plastic around the USB port is overheating, there may be dust or contamination in the USB port of your device or charging cable. Gently blow from a distance to clear any dust or debris.
Here’s what the lights mean on BONDS by IQOS:
- Yellow/orange light blinking 3 times: The battery is low (less than 25% charged).
- Red light blinking: There’s a device error, which a reset may fix. Press the button continuously for 10 seconds to reset the device.
- Red light blinking while plugged in to charge: BONDS by IQOS is charging too slowly. Ensure you’re using compatible charging accessories, and gently blow into the USB ports on all parts to clear any dust and debris.
The device may be turned off or the battery is fully depleted. Press the button for 4 seconds to turn it on or plug the device in to charge until at least 1 light stays solid white.
To ensure optimal charging: - Ensure you’re using compatible and undamaged charging accessories.
- Ensure the USB ports on all parts are clean.
- If the battery is fully depleted, it may take a few seconds for charging to start.
- Charging the device will automatically turn it on.
Here are some steps you can take:
1. Reset your device by pressing the ON/OFF button for 10 seconds.
2. Start online troubleshooting for guided steps to quickly resolve device issues.
3. Visit an IQOS Store where our experts offer device cleaning, software updates, and other technical support.

Need more support?

Get help with your BONDS by IQOS device via any of our self-service channels.

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