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Guide to
troubleshooting.

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.
A rose gold IQOS next to a coffee

Tobacco or nicotine SMARTCORE stick stuck?

A tobacco or nicotine SMARTCORE 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 woman looking at her phone

Status lights switching off?

1

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.

2

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?

1

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.

2

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

A woman with red nails holding an IQOS device

Bottom lights blinking yellow?

Your IQOS ILUMA ONE may need a battery check.

1

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

2

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

3

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.

1

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.

2

If the red light persists, please contact Customer Care.

A woman sitting at a cafee

No fit or air flow?

Your tobacco or nicotine SMARTCORE sticks may need a check.

1

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

2

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

3

Make sure you store your tobacco or nicotine SMARTCORE sticks in a dry, non-humid 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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