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Turn ON issue – no battery.

    We are sorry you had issues with your device. Let's try the following steps:

    1. Check that you have battery. If not, plug your VEEV device to charge for at least 5 minutes.

    Note: Charge takes less than 30 minutes*.

    * With compliant AC adapter.

    2. Check device is charged and turned ON by pressing the button for 1 second.

    Note: If you don’t use your VEEV device, it will automatically turn off after 3 minutes to save battery.

After charging is your device working?
Yes No

Thank You

FINISH

Turn ON / No vapor issue – pod related problem.

    We are sorry you had issues with your device. Lets try the following steps:

    Check that you have removed the yellow seat tab before inserting the VEEV pod. 

    Check that you still have liquid in the VEEV pod. If you can still see liquid through the VEEV pod window, check that you have correctly inserted the VEEV pod. If no liquid appears, try another VEEV pod.

    Note: When you insert the VEEV pod, a pulsing light might appear to indicate that it is initializing. It is ready to use when the light stops pulsing. You do not need to press the button during a puff.

After following steps are you able to continue using your device?
Yes No

Thank You

Finish

Turn ON / No vapor issue – pod related problem

    We are sorry you had issues with your device. Let’s try the following steps:

    1.Reset the device by pressing the button for 10 seconds then release. A few vibrations and blinking of the lightswill confirm the reset of VEEV device

    Note: if all device lights blink twice and then the device switch OFF, your VEEV device might be out of operating temperature range. If it the case, wait until the internal device temperature goes back to the operating range (0-40°C). How would LAU know this, please clarify

Do you want to proceed to the eligibility check?
Yes No

Thank You

FINISH

Turn ON / No aerosol issue – device related problem

Do you want to proceed to the eligibility check?
START

Turn ON issue – no battery

    We are sorry you had issues with your device. Lets try the following steps:

    1.Check that you have battery. If not, plug your IQOS VEEV device to charge for at least 5 minutes.

    Note: a full charge takes less than 30 minutes with IQOS USB cable & AC adapter

    2.Check device is charged and turned ON by pressing the button for 1 second.

    Note: If you don’t use your IQOS VEEV device, it will automatically turn off after 3 minutes to save battery.

Do you want to proceed to the eligibility check?
Yes No

Bottom LED indicator is Blinking Red for a few seconds

    We are sorry you are experiencing issues with your device. Lets try the following steps:​

    1. Check that you have removed the yellow seal tab before inserting a new VEEV pod.​

    2. If you observe leakage between the VEEV pod and the VEEV device, use a dry cloth to clean the areas with spillage, and try using again.

    3. If this doesn’t work, try a new VEEV pod.

    4. R​eset your VEEV device - press the button for approximately 10 seconds and release.

After following steps are you able to continue using your device?
Yes No

Thank You

FINISH

Bottom LED indicator is Blinking red for a few seconds

Do you want to proceed to the eligibility check?
START

VEEV pod Leakage issue

    We are sorry you had issues with your device. Let’s try the following steps:

    1. If you observe leakage between the VEEV pod and the VEEV device, use a dry cloth to clean the areas with spillage. Try using the VEEV pod again.

    Notes: When you insert the VEEV pod, a pulsing light might appear to indicate that it is initializing. It is ready to use when the light stops pulsing.

    2. Should you experience any leakage, wipe the liquid residue before use. Use a dry cloth to clean the mouth end of the pod and the contacts of the device and the pod. Introduce the corner of a tissue inside the pod slot (mouthpiece) to clean for any e-liquid droplet.

    3. In case of contact with leaking e-liquid from VEEV pod, wash the affected area immediately with soap and water.

    4. Do not use this product if the VEEV pod appears to be damaged, tampered with, broken, or leaking

After following steps and trying another pod, are you able to continue using your device?
YES NO

Thank You

FINISH

VEEV pod Leakage issue

Do you want to proceed to the eligibility check?
START

Top LED indicator is flashing white for a few seconds

    We are sorry you are experiencing issues with your device. Please note that this light pattern shows that the VEEV pod is empty. This is designed to prevent overheating and burnt taste.

    Replace the VEEV pod when this happens.

After following steps are you able to continue using your device?
Yes No

Thank You

FINISH

Top LED indicator is flashing white for a few seconds

Do you want to proceed to the eligibility check?
START

Bottom LED indicator is flashing white for a few seconds

    We are sorry you are experiencing issues with your device. Please note that this light pattern shows that your  VEEV device has no battery.

    If not, plug your VEEV device to charge for at least 5 minutes.

    Note: a full charge takes less than 30 minutes*.

    * With compliant AC adapter. 

After following steps are you able to continue using your device?
Yes No

Thank You

FINISH

Bottom LED indicator is flashing white for a few seconds

Do you want to proceed to the eligibility check?
START

Vibration when puffing – responsive draw

    We are sorry you are experiencing issues with your device. Please note that this subtle vibration while puffing aims to enhance the sensorial experience. It is called responsive draw.

    Quickly press on the button while taking a puff to turn it ON or OFF.

    Note: you can personalize the type of responsive draw vibration using VEEV web app.

OK

Physical damage

    We are sorry your VEEV got damaged. 

With this damage, are you still able to use your device?
Yes No

Thank You

FINISH

    Cosmetic damage (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 VEEV Care PlusTM program.

    Our online store offers a wide range of VEEVTM accessories that could help you minimize the impact of the cosmetic damage.

    If you wish to speak to a Customer Care representative, please contact us at:

    serviceclient@veev-vape.com

    Or call us : 0 800 292 292 from 8am to 10pm 7/7

    This product is not risk-free and is intended for adult use only.

OK

Other technical issues.

    We are sorry your VEEV has software issues that are not described in the Fault Tree.  

OK

Thank You

FINISH

Turn ON / No vapor issue – pod related problem

    We are sorry you had issues with your device. Lets try the following steps:

    1.Check that you have removed the yellow seat tab before inserting the VEEV pod.

    2.Check that you still have liquid in the VEEV pod. If you can still see liquid through the VEEV pod window, check that you have correctly inserted the VEEV pod. If no liquid appears, try another VEEV pod.

    Notes:

    •When you insert the VEEV pod, a pulsing light might appear to indicate that it is initializing. It is ready to use when the light stops pulsing.

    •You do not need to press the button during a puff

After following steps are you able to continue using your device?
Yes No

Thank You

Finish

Turn ON / No vapor issue – device related problem

    We are sorry you had issues with your device. Let’s try the following steps:

    1.Reset the device by pressing the button for 10 seconds then release. A few vibrations and blinking of the lights will confirm the reset of  VEEV device

    Note: if all device lights blink twice and then the device switch OFF, your VEEV device might be out of operating temperature range. If it the case, wait until the internal device temperature goes back to the operating range (0-40°C). How would LAU know this, please clarify

After following these steps are you able to continue using your device?
Yes No

Thank You

FINISH

Turn ON / No aerosol issue – device related problem

Do you want to proceed to the eligibility check?
START

Great

Thank you for your feedback.

DONE
Prohibition on the sale of vaping products to minors under the age of 18
Proof of majority of the buyer is required at the time of the online sale
CODE DE LA SANTÉ PUBLIQUE, ART. L3513-5 ET R.3515-6
This product is not risk free and provides nicotine, which is addictive. Only for use by adults who would otherwise continue to smoke or use other nicotine products.
This product is not risk free and provides nicotine, which is addictive. Only for use by adults who would otherwise continue to smoke or use other nicotine products.
This product is not risk free and provides nicotine, which is addictive. Only for use by adults who would otherwise continue to smoke or use other nicotine products.
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