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Troubleshoot
your IQOS
ILUMA i ONE

Hand som håller i en IQOS ILUMA i ONE-enhet och tar ut den ur dess sleeve
Number “0” flashing on the touch screen

IQOS ILUMA i ONE top and bottom lights flashing white

Top and bottom lights will flash white on short button pressed, when trying to start an experience.

It means that Device lock mode is activated, and the device is locked. In this case follow the below instructions:

1. Open IQOS app and select your IQOS ILUMA i ONE device.

2. Go to “Device settings” and on top you will see the option “Lock device”

3. De-activate the Device lock, by clicking the button.

Black IQOS ILUMA i PRIME device; yellow paper on a table in the background

FlexPuff not working

FlexPuff is designed to work with SMARTCORE STICKS™. Activation and number of puffs depend on individual usage patterns thus, the extended experience might not apply to all adult users and/or experiences.

Your device will automatically analyze the consumed volume of aerosol and might activate FlexPuff.

If Flexpuff will be activated, then you will be granted with 4 extra puffs, that can be used within the remainder of the 6min.

Black IQOS ILUMA i PRIME device and its charger on a brown table

Lights on device on short button press, but unable to charge

Are the lights ON, but the device is not charging? Then the charging ports might need to be cleaned.

1. Unplug the device and ensure the charging ports on both the device and the charging cable are dry and clean from contamination.

2. Charge your device by using compatible AC power adaptor (sold separately) and cable for approximately 90 min, for full charge. 4 lights will turn solid white and then turn off when it is fully charged. If the device is fully discharged, the light might take few seconds before turning ON.

3. In case the lights on the device are on, but unable still to charge, try to perform a reset. Press and hold down the ON/OFF button on the device for 10 seconds continuously. RESET is confirmed when status lights fade in, blink twice fast, ramp up and then the current device charge level will be shown.

Visit our Self-diagnostics to get the support you need.

This product is not risk free and provides nicotine, which is addictive. Only for use by adults.

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

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Having issues?
Troubleshoot your IQOS ILUMA i ONE

Self-diagnosis

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IQOS ILUMA™ is designed to be used only with SMARTCORE STICKS™. 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.

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