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Guide to

Try our self-diagnostic tool, which can help you
find a solution for device issues in a few easy steps.

Click to start

A woman holds an IQOS device while looking at a laptop.
Hands together with an IQOS

Tobacco stick stuck?

A tobacco stick may be broken in the device.
Try using a toothpick to remove the part of the stick that remains in the IQOS ILUMA ONE device.
A person using a laptop.

Status lights switching off?


This is your experience countdown.
When you feel a vibration and just one light pulsing white, your IQOS experience only has 2 puffs to go.


Slide to close the cap. Put your IQOS ILUMA ONE in the charger for 1h 30m. A full charging gives you 20 IQOS experiences.

A smiling woman receives an IQOS box.

Status lights flashing?


3 blinking white lights: Your IQOS ILUMA ONE might have a temperature issue. Let it cool down or warm up in your hands to between 0°C-50°C.


8 blinking white lights: The Holder can only manage 1 experience. Get more help at our Self-diagnosis tool.

Two people with mobile phones having coffee.

Bottom lights blinking yellow?

Your IQOS ILUMA ONE may need a battery check.


Tap on the button to check the battery level. Is the lower light strip blinking yellow, it needs charge.


Charge the IQOS ILUMA ONE with the manufacturer-approved power adaptor.


For a full charge, plug the device for at least 1h 30m. When it’s ready, your device will have all lights go solid white before turning off

A person holding an IQOS ILUMA box.

Bottom light blinking red?

Is your IQOS ILUMA ONE charged but not working? Then you might need to reset it.


Press the IQOS ILUMA ONE button for 7 seconds, then release the button. All status lights will turn off, blink 2 times and turn on again to confirm the reset.


If the red light persists, please contact Customer Care.

A  man with an IQOS box.

No fit or air flow?

Your tobacco stick may need a check.


Wait for your device to cool down. Slide your IQOS ILUMA ONE cap upwards to remove it.


Check the tobacco stick was not used twice and ensure it was inserted correctly as per the instructions.


Make sure you store your tobacco stick in a not too humid or dry environment, just to keep the aerosol quality unaffected.

Do not use 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.
See important information.

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