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.
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.
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.
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.
There might be a little error, please try to reset your IQOS ILUMA ONE. If the red light persist, please contact our Customer Care.
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.
- 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.
- Ensure the SMARTCORE™ stick was inserted correctly as per the user guide instructions.
- 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.
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
Something we haven’t covered?
We count with several customer care channels.
Live chat
Chat with our IQOS experts in real time.
Available every day from 9AM to 9PM (1h less in Canary Islands)
Facebook us
Send us your questions and
we will get back to you.
Available every day from 9AM to 9PM (1h less in Canary Islands)
Send us a tweet
Our Twitter account is
always available for you.
Available every day from 9AM to 9PM (1h less in Canary Islands)
Email us
We will get back to you
as soon as possible.
Available Mondays to Fridays from 9AM to 9PM and Weekends from 9AM to 6PM (1h less in Canary Islands)
Give us a ring
An IQOS coach is waiting to give you the answers you need.
Available Mondays to Fridays from 9AM to 9PM and Weekends from 9AM to 6PM (1h less in Canary Islands)