Immediate steps to take if your device ends up in the sand

• Turn off the IQOS device:
  The first thing you should do is turn off your IQOS device. This minimizes the risk of further damage, particularly if any sand particles have gotten inside and are interfering with the electronics.
• Check the device:
  If your IQOS falls into sand, first check that sand grains have not entered the device.
• Clean your device:
  IQOS ILUMA foil-less devices
  If sand or foreign objects get inside the Pocket Charger or the Holder of your IQOS ILUMA PRIME or IQOS ILUMA device, possibly touching its contacts, we recommend cleaning your device using a cotton swab that is strictly dry and never soaked to prevent any damage to your device. Under no circumstances should you use solvents, detergents, chemicals, compressed air or other liquids to clean your device.
• Compact and all-in-one devices
  If you are using all-in-one devices, such as the IQOS ILUMA ONE , we recommend that you slide and close the lid of the stick insertion compartment to prevent additional sand or dust from getting into your device.
  After cleaning, try switching the device on to check that it is still working.

Assessing the damage after taking these steps

Turn on your IQOS device to see if it’s still working properly. If it powers up and heats as expected, your device is fine. However, if you notice any irregularities, your IQOS device may be damaged. If you find that your device isn’t functioning as it should, don’t hesitate to explore your options for a replacement device.

When to replace your IQOS device

• Persistent issues:
  If your IQOS device continues to have issues even after a thorough cleaning, it might be time to consider replacing it. Persistent problems like failure to heat, strange noises, or irregular blinking lights are indicators that the device might be beyond repair.
• Warranty check:
  Before buying a new device, check if your IQOS is still under warranty. IQOS devices typically come with a warranty that covers defects and certain types of damage.
  You can contact our customer support or visit one of our service points to see if you have a Care Plus replacement available for accidental damage.
  Consider an upgrade
  If your device is old or heavily used, this might be the perfect opportunity to upgrade to the latest model. In general, newer IQOS models often come with improved features
  Tips for the future
• Careful handling:
  When at the beach, keep your IQOS device in a secure pocket or bag when not in use. Be mindful of where you place your device to minimize the risk of it falling into the sand.

Troubleshoot using our online self-diagnostics tools which are available for all IQOS devices on our website. Simply select your device to get started and learn more about resolving your device issues.

Important Information: This product is not risk free and provides nicotine, which is addictive. Only for use by adults.