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Self-diagnose your IQOS ILUMA ONE
People's hands; an IQOS device in the background.
Inserting a heated tobacco stick

A heated tobacco stick may be broken in the device. Try using a toothpick to remove the part of the stick that remains in the device.

People's hands; an IQOS device in the background.
A person using a laptop.
Why do I see the white lights progressively switching off during my experience?

This is the experience count down. When you feel another vibration and only one Light pulsing white, your IQOS experience is nearly over (30 sec or 2 puffs remaining).  Slide to close the cap.

A person using a laptop.
A smiling woman receives an IQOS box.
All lights blink twice in white and then switch-off

Your IQOS ILUMA ONE may be out of range of temperature (0°C⁓40°C). If too cold, try to warm it in your hands and try again.

A smiling woman receives an IQOS box.
Two people with mobile phones having coffee.
Bottom light blinks yellow

Tap the button on your IQOS ILUMA ONE to check the battery level. If the bottom of the light strip blinks yellow, this means the battery is low on charge. Charge the IQOS ILUMA ONE with the manufacturer-approved power adaptor. For a full charge, plug the device for at least 75 minutes. When full, all lights will stay solid white and then turn off.

Two people with mobile phones having coffee.
A person holding an IQOS ILUMA box.
Bottom light blinks red

There might be a little error, please try to reset your IQOS ILUMA ONE. If the red light persist, please contact our Customer Care.

A person holding an IQOS ILUMA box.
A man with an IQOS box.
Reset

Press the IQOS ILUMA ONE button for 7 seconds, then release the button. All Status Lights will turn off, blink twice and turn on to confirm the reset.

A man with an IQOS box.
A woman using a mobile phone; her passport and IQOS device nearby.
 Does the heating tobacco stick with SMARTCORE™ Technology  have lower aerosol quality?
  1. Make sure the SMARTCORE™ stick wasn't accidentally used twice. Or check that it's not just an individual SMARTCORE™ stick that isn't fitting properly. Isolated cases of SMARTCORE™ sticks not fitting occur very infrequently and it's almost never caused by a fault in the device.
  2. Ensure the SMARTCORE™ stick was inserted correctly as per the user guide instructions.
  3. SMARTCORE™ stick packs should not be stored in an environment which is too humid or too dry. Doing so can have an effect on the aerosol quality.

 

A woman using a mobile phone; her passport and IQOS device nearby.

IQOS ILUMA™ is designed to be used only with heating tobacco units with SMARTCORE™ technology. Do not use IQOS ILUMA™ and SMARTCORE™ sticks with previous IQOS™ generations, as this may cause damage to your device.
Do not ingest or disassemble SMARTCORE™ sticks. This product contains a sharp metal part which can cause serious injury if swallowed. Keep out of reach of children.
See Important information

That’s not all…

Our IQOS ILUMA ONE User Guide will let you delve deeper into how your device works and how to use it.

Download the user guide

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