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Troubleshooting
your IQOS.
If you have registered your device, you can try our self-diagnostic tool to find a solution in a few easy steps.
If that doesn't help, and your device is under warranty, you will be able to order a free and quick replacement!
Have you not registered your device yet? No problem, you can read your way to fix common issues below.
SMARTCORE tobacco stick stuck?
A SMARTCORE tobacco stick may be broken in the device.Try using a paperclip to remove the part of the stick that remains in the IQOS ILUMA ONE device.
Status lights switching off?
1
This is your experience countdown.
When you feel a vibration and just one light pulsing
white, your IQOS experience only has 2 puffs to go.
Tap on the button to check the battery level.
Is the lower light strip blinking yellow, it needs charge.
2
Slide to close the cap. Put your IQOS ILUMA ONE in the charger for 1h 30m. A full charging gives you 20 IQOS experiences.
Status lights
flashing?
1
3 blinking white lights: Your IQOS ILUMA ONE might have a temperature issue. Let it cool down or warm up in your hands to between 0°C-50°C.
2
8 blinking white lights: The Holder can only manage 1 experience. Get more help at our Self-diagnosis tool.
Bottom lights
blinking yellow?
Your IQOS ILUMA ONE may need a battery check.
1
Tap on the button to check the battery level. Is the lower light strip blinking yellow, it needs charge. Slide to close the cap. Put your IQOS ILUMA ONE in the charger for 1h 30m. A full charging gives you 20 IQOS experiences.
2
Charge the IQOS ILUMA ONE with the manufacturer-approved power adaptor.
3
For a full charge, plug the device for at least 1h 30m. When it’s ready, your device will have all lights go solid white before turning off
Bottom light
blinking red?
Is your IQOS ILUMA ONE charged but not working? Then you might need to reset it.
1
Press the IQOS ILUMA ONE button for 7 seconds, then release the button. All status lights will turn off, blink twice and turn on again to confirm the reset.
2
If the red light persists, please contact Customer Care
No fit or air flow?
Your tobacco sticks may need a check.
1
Wait for your device to cool down. Slide your IQOS ILUMA ONE cap upwards to remove it.
2
Check the heatstick was not used twice and ensure it was inserted correctly.
3
Make sure you store your SMARTCORE tobacco stick in a not too humid or dry environment, just to keep the aerosol quality unaffected.
IQOS ILUMA is designed to be used only with SMARTCORE tobacco sticks. Do not use IQOS ILUMA and SMARTCORE tobacco sticks with previous IQOS generations, as this may cause damage to your device.
See important information.
See important information.
