How to Use IQOS device

Why doesn’t my IQOS ILUMA device start when I insert a HEETS tobacco stick?

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.

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What happens if I try to start my IQOS ILUMA device with a used tobacco or nicotine stick?

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.

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Why does autostart not work with my IQOS ILUMA?

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.

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IQOS used for less time than expected or only for a few times

Your IQOS device is designed to give you an experience that lasts up to 6 minutes or 14 puffs, whichever comes first. Follow these steps to ensure you get the most out of your IQOS:

Let the device heat up for 20 seconds.
Make sure to take breaks between puffs. Allowing some time between puffs helps the holder properly heat the tobacco and generate aerosol.
Check that the tobacco stick hasn’t been used twice by mistake.

Thoroughly cleaning your device always helps improve your IQOS experience. See the instructions on the support page to learn more.

Why isn't my IQOS pulling properly?

If your IQOS ORIGINALS is not performing optimally, it may be time for a cleaning. Using the dual cleaning tool, cleaning can be quick and easy. Find the details in our troubleshooting page to quickly resolve it! You can also bring your IQOS into your nearest IQOS boutique for a free Complete Service periodically. Click here to find the nearest store

How do I remove the tobacco stuck in the IQOS heater?

To remove the tobacco stuck in the IQOS heater, please follow these steps:

For best results removing tobacco from your IQOS device, let it cool down for at least 30 seconds first. Start by tapping the device gently on a hard surface to dislodge the blockage.
Use the dual cleaning tool to gently remove any residue from around the base of the blade and the rest of the heating chamber, using cleaning sticks to remove other pieces of tobacco residue if necessary. Find the details in our troubleshooting page on how to clean your device!

What should I do if the Holder’s top cap cannot be positioned correctly?

If the top cap on the holder cannot be attached properly, you may need to clean your device and remove any tobacco residue stuck around the blade. This often happens when the top cap hasn’t been lifted before removing the used tobacco stick. Follow the steps below to fix the issue:

Remove the top cap from the holder by sliding it upward.
Gently tap the cap against a table surface. Use an IQOS cleaning stick to clean the inside of the cap and remove any tobacco residue.
Do the same with the holder, but be careful not to damage the blade.
Reattach the cap to the holder properly.
Watch our instructional video on the support page for more information on how to clean your IQOS device.

What should I do if the cap on the Pocket Charger doesn’t close?

If the charger lid won’t close, follow these steps to clean your device:

Always use original IQOS cleaning tools and cleaning sticks.
Clean your holder, the holder’s top cap, and the connectors between the holder and the charger.
Replace the holder’s top cap every 6 months.
Watch our instructional videos on the support page to learn how to clean your device.