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Troubleshoot your VEEV inPRIME.
Solve device issues with our self-service tool, FAQs, and more.
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 with no waiting. If eligible, you can self-order a replacement device.
Common issues with VEEV inPRIME devices.
Here’s a quick guide to help you fix common issues.
VEEV inPRIME charging issues.
If your 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. Blow gently to clear dust and contamination.
Note:
If your VEEV inPRIME is charging too slowly after a few hours, the bottom light will blink red 8 times.
How to reset your VEEV inPRIME.
Resetting your device can fix software glitches that cause it to slow down or malfunction.
To reset your VEEV inPRIME device:
- Press the ON/OFF button continuously for 10 seconds. Status lights will fade out.
- The reset is confirmed when all lights fade in, blink white twice, and the device turns on. Lights will ramp up and display the battery status.
Note:
- The reset can be done with the device on or off.
- After performing a reset, the device will turn on automatically.
Meaning of VEEV inPRIME lights and patterns.
Lights show on the device to alert you to an issue:
- Red blinking light 2 times after pod insertion: Pod inserted incorrectly. Ensure it’s in the correct orientation and clicked into place.
- Bottom light blinks red 8 times: Device is charging too slowly.
- Bottom light blinking white 5 times when trying to puff: Battery is 1% or less.
- Light blinking red then white 3 times: Low e-liquid level detected. Ensure you’re using it with the mouthpiece up.
- All lights blinking white 4 times: Device is outside of the optimal operating temperature range (0–30°C).
VEEV inPRIME pod issues.
VEEV inPRIME is designed to be used only with VEEV inPRIME pods. Ensure the pod is inserted in the correct orientation with the mouthpiece up, and that it’s fully clicked into place.
Leakage from the pod can impact taste and flavor, so try to keep the mouthpiece clean. Use a clean, dry cloth to wipe the mouthpiece area of the pod and the slot where the aerosol is released from.
Tips to reduce the risk of e-liquid leakage:
- Store and use your device at room temperature (up to 30 degrees Celsius).
- Avoid using the device in high humidity environments.
- Avoid rapid temperature changes, such as going from cold indoors to hot outside.
- Use pods promptly once removed from their packaging.
- Take smooth and gentle puffs with normal drawing pressure and steady duration. Intense vaping can draw e-liquid out of the pod.
- Do not store or use the pod upside down, which can increase the chance of leakage and result in a burnt taste.
Note:
- Liquid in the contact areas may be condensation, not leakage.
- If any taste or flavour issues persist, try using a new VEEV inPRIME pod.
Watch and learn.
Our video tutorials demonstrate your device’s features. You’ll see how your VEEV inPRIME vape works for intuitive use and get to know what it’s telling you at a glance.
VEEV inPRIME user document.
Our VEEV user documents are designed to help you understand and properly use VEEV inPRIME device.
You’ll learn about:
- Component names and functions.
- Optimal storage and usage.
- Safety warnings and instructions.
- Warranty coverage.
FAQs
If your VEEV inPRIME is not working as expected, follow these steps:
- If your device shows no lights: The battery may be fully depleted.
- Connect the VEEV inPRIME to a wall socket using a compatible charging cable and AC power adaptor.
- 1 light will start flashing. When 1 light turns solid white, it's 25% charged. Leave it to charge for about 40 minutes for a full charge.
If lights still do not appear, move on to the additional troubleshooting steps below.
If your device is not heating or all lights blink white 4 times: It may be outside the optimal operating temperature range (0–30°C).
Allow the device to warm up or cool down naturally.
Use the device indoors or at room temperature, then try again.
Additional troubleshooting steps if your device is still not working:
- Check for visible damage: Examine it for any obvious signs of damage.
- Clean the USB port: Gently blow from a distance into the USB port to remove dust or debris. Do not insert sharp objects or use liquids.
- Reset your device: Press and hold the ON/OFF button for 10 seconds to reset the device.
Use support tools and FAQs:
- Read FAQs for common device issues.
- Start online troubleshooting for guided, step‑by‑step help.
Visit an IQOS Store for expert help: If the device still does not work after all steps above, in-store experts can assist with:
- Device checks and technical support
- Additional diagnostics and maintenance
If your VEEV inPRIME device is not charging, the most common causes are an incompatible power source or dust in the USB ports.
If your VEEV inPRIME 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, as these can supply insufficient power.
- Check both the device and cable USB ports for dust or debris. Blow gently to clear the port and ensure the connectors are clean.
Note: If your VEEV inPRIME is charging too slowly after a few hours, the bottom light will blink red 8 times to indicate this.
For more device care and charging guidance, visit support.
Your VEEV inPRIME displays red lights to signal different device or pod issues.
Red blinking light 2 times after pod insertion: This means the pod is inserted incorrectly. Remove the pod, check the mouthpiece is facing up, and insert it again until it clicks into place.
Bottom light blinking red 8 times: The device is charging too slowly. This can happen when using an incompatible power adaptor or charging through a low‑power source such as a laptop or power bank. Use a compatible AC power adaptor and charging cable for best results.
Light blinking red then white, 3 times: The device has detected low e‑liquid. Keep the device upright with the mouthpiece at the top, and consider replacing the pod if flavor or vapor output is reduced.
For more support on understanding VEEV inPRIME lights and alerts, visit support.
Registration is not required to troubleshoot your VEEV inPRIME device. However, registering your device offers several important benefits that improve your overall support experience:
- Faster service and troubleshooting: When your device is registered, support teams can quickly identify the model and serial number, making diagnostics and assistance more efficient.
- Easy warranty validation: Registration helps confirm whether your device is under warranty. This is especially useful if you ever need repairs or a replacement.
- More personalised online troubleshooting: The VEEV online troubleshooting tool can offer more accurate, tailored steps when your device information is already on file.
If your VEEV inPRIME pod seems to be leaking, first check that the pod is inserted correctly. Make sure the mouthpiece is facing upwards and that the pod clicks fully into place, as VEEV inPRIME is designed to work only with VEEV inPRIME pods.
Leakage can affect taste and flavour, so it helps to keep the mouthpiece clean. Use a clean, dry cloth to gently wipe the mouthpiece and the slot where aerosol is released. You can also wipe any moisture from the pod insertion area of the device.
Tips to reduce the risk of e‑liquid leakage:
- Store and use the device at room temperature, ideally up to 30 degrees Celsius.
- Avoid using the device in high humidity environments.
- Try to avoid sudden temperature changes, such as going from cold indoors to hot outdoors.
- Use pods promptly once removed from their packaging.
- Take gentle, steady puffs with normal drawing pressure. Very intense inhalation can pull e‑liquid out of the pod.
- Do not store or use pods upside down, as this can increase the chance of leakage and may cause a burnt taste.
Note: Moisture found in the contact areas may be condensation rather than leakage. If taste or flavour issues continue, try replacing the pod with a new VEEV inPRIME pod.
For guidance on caring for your VEEV inPRIME, visit support.
You are eligible for a VEEV inPRIME replacement when the device develops a defect that qualifies under the VEEV warranty policy.
Standard warranty.
All VEEV devices include a 1‑year warranty.
This covers manufacturer defects and technical malfunctions.
Issues caused by accidental damage, misuse, or unauthorised repairs are not covered.
How to check your eligibility:
To confirm whether your device qualifies for a replacement:
Start online troubleshooting.
Contact Support for assistance.
If your VEEV inPRIME device is not working as expected, there are several troubleshooting options available:
- Reset your device: A simple reset often solves temporary errors. Press and hold the ON/OFF button for 10 seconds to restart the device.
- Use FAQs for common issues: Read FAQs for answers to the most frequent device, charging, heating, and usage questions.
- Watch video tutorials: Explore how‑to videos for setup, troubleshooting steps, and device care demonstrations.
- Use the VEEV online troubleshooting tool: Start online troubleshooting for step‑by‑step guided diagnostics tailored to your device model.
- Visit an IQOS Store: If your device still isn’t working, visit an IQOS Store or authorised service point.
Experts can provide:
- Device cleaning
- Technical checks
- Diagnostics and support
Need more support?
Get help with your VEEV device via any of our self-service channels.
Get supportOlder generation devices’ support
We keep offering support service for devices that are no longer available for sale in an expanded network of partners. If necessary and if you are entitled to a device or component replacement, we will ensure that we can proceed, for a reasonable period after a product’s delistυ, based on the stock.
In the event that there is no stock of a specific product for replacement, we give you the opportunity to get a new one of the same or newer technology.
This way, we ensure that our services fully satisfy your support needs, regardless of the device you use.