IQOS ILUMA Common Problems - FAQs

It won’t start because the IQOS ILUMA is designed to be used only with the brand new, fully sealed TEREA tobacco sticks or LEVIA nicotine sticks. Its innovative SMARTCORE INDUCTION SYSTEM™ heats the tobacco or nicotine from within the SMARTCORE stick, instead of burning it. And do remember that TEREA and LEVIA SMARTCORE sticks won't work with previous IQOS generations and may cause damage to your device.

*Do not use IQOS ILUMA™ and SMARTCORE-sticks with previous IQOS™ generations, as this may cause damage to your device. SMARTCORE-sticks contain a metal part. Keep out of reach of children to prevent disassembly or ingestion.

If you accidentally insert a used tobacco or nicotine stick and notice not too long into the experience, very little energy will have been consumed and you may not lose the experience. Regardless, the recharging time will be less than 2 full consecutive uses.

*Do not use IQOS ILUMA™ and SMARTCORE-sticks with previous IQOS™ generations, as this may cause damage to your device. SMARTCORE-sticks contain a metal part. Keep out of reach of children to prevent disassembly or ingestion.

If your IQOS ILUMA doesn't start on its own then please:

• Check that you’re only using TEREA or LEVIA SMARTCORE sticks
• Make sure they’re being placed in the right direction in the holder
• Open the IQOS app and check if the autostart function has been accidentally deactivated
• Place the holder in the pocket charger and perform a RESET. To do this, press and hold down the pocket charger button for 10 seconds until the lights fade out. The RESET is confirmed when you release the button and all of the lights blink 2 times

If the holder starts on its own without a tobacco stick inserted, then please follow these steps:

• Place the holder in the pocket charger and perform a RESET. To do this, press and hold down the pocket charger button for 10 seconds until the lights fade out. The RESET is confirmed when you release the button and all of the lights blink 2 times
• If RESET doesn’t fix the problem, download the IQOS app and remove the autostart setting from the holder

Remember, you can start your experience manually by inserting your tobacco stick into the holder and pressing the button for two seconds to activate your experience. If it still doesn’t work, visit your nearest IQOS store and one of our agents will fix the problem for you or call our Call Center.

If your device is experiencing issues or does not work check out the IQOS ILUMA warranty [link to the IQOS warranty FAQ page] to find out if your device is still under warranty and can be replaced.

*Do not use IQOS ILUMA™ and SMARTCORE-sticks with previous IQOS™ generations, as this may cause damage to your device. SMARTCORE-sticks contain a metal part. Keep out of reach of children to prevent disassembly or ingestion.