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This website is about selling new tobacco products and contains information about them. Entrance is only permitted to persons over 18 years of age who are also users of nicotine products. We need your age to make sure that you are an adult in Greece. Our nicotine and tobacco products are not an alternative to quitting and are not designed as cessation aids. They are not risk free. They contain nicotine, which is addictive. Only for use by adults. Please visit the Important Information page of this website for further risk information.

These products are not risk-free and provide nicotine, which is addictive. Only for use by adults.

Is there something wrong with your IQOS? Check out the solutions!

By IQOS Team

The new IQOS ILUMA i PRIME in Garnet Red, with many innovative features that offer you a unique experience every time you use it.

Are you experiencing issues with your IQOS? Don’t worry! We’ve got solutions for every problem.

We’ve listed the most common issues that can arise with each device and provided the solutions. Ready to take a look?

1. Charging problems

Is your IQOS charging too slowly? Are the indicator lights blinking or not lighting up at all while charging? Don’t worry!

What to do: Make sure you are using the manufacturer-approved power adapter and cable to charge your device. If the battery is completely dead, it may take up to 20 minutes for the indicator lights to turn on. Otherwise, try cleaning the charging contacts on both the holder and the pocket charger. Then, restart your device by pressing and holding the pocket charger’s power button for 10 seconds. If the charging issues persist after these steps, you may need a new charging cable or power adapter.

2. The IQOS holder’s indicator lights are flashing

Sometimes, the indicator lights on your device’s holder may flash white or red.

What to do: If the lights are flashing white, your IQOS might be outside its operating temperature range. In this case, try warming it in your hand for at least a minute, or let it cool down if it’s too hot. If the lights are flashing red, restart your IQOS by pressing and holding the pocket charger’s power button for 10 seconds. All status lights will turn off; when they come back on, the restart is complete. If the lights keep flashing even after these steps, please contact us for further assistance.

3. A broken stick inside the device

While using your device, a sudden movement might cause the TEREA or LEVIA tobacco stick to break, leaving a piece inside the heating chamber.

What to do: Carefully try to remove the part of the stick that remains in the device with a small pair of tweezers. For easier removal, you can use the ILUMA Stick Remover. You can find more detailed instructions on stick removal here.

4. The TEREA or LEVIA stick won’t fit into the device or produces low aerosol quality

Are you having trouble inserting your preferred stick into the IQOS holder, or not seeing enough vapour during your experience? Let’s see what might be happening:

What to do: Make sure the stick wasn’t accidentally used twice. The IQOS holder needs to detect the presence of a SMARTCORE STICK™ to begin heating and a used stick won’t produce vapour. If it’s not a reused stick, it might be an isolated incident. In any case, this doesn’t mean your device is damaged or defective. Next, make sure the stick is inserted correctly according to the user instructions. Finally, check that no part of a TEREA or LEVIA stick remains inside the heating chamber.

5. Using IQOS ILUMA ONE and seeing the lights turn off

During your experience, you may notice the lights on your device gradually turn off. There’s no need to worry!

What to do: Absolutely nothing! This feature works like a countdown. When you feel a vibration and only one light is blinking white, it means your experience is nearly over (you have 30 seconds or 2 puffs left, whichever comes first).

Tips for IQOS ILUMA i PRIME

Have you purchased the sophisticated IQOS ILUMA i PRIME device to upgrade your experience, but haven’t yet figured out how to make the most of its advanced features? Look no further!

Read the tips below, customize your experience and unlock the next level of flavor:

6a. The number “0” is flashing on the touchscreen

If you see the number “0” flashing three times on the IQOS ILUMA i PRIME touchscreen, it means your holder needs charging.

What to do: Make sure your pocket charger has enough battery and place the holder in it correctly. Allow it to charge until at least one of the circular indicator lights on the charger stays lit in white.

6b. The holder’s lights do not turn on

Are you swiping up on the touchscreen but the holder’s lights aren’t activating? Here’s what to check:

What to do: Check that the pocket charger has enough battery to charge the holder. At least one of its lights should be steadily lit in white. After cleaning the holder’s charging contacts, place it in the correct orientation in the pocket charger. Let it charge until at least one of the circular lights on the charger is steadily lit in white. Finally, remove the holder and swipe up across the entire touchscreen.

6c. The Pause function is not available

Want to pause your experience and continue where you left off but can’t do so?

What to do: First, ensure that the Pause and Performance features are enabled in the IQOS app. The touchscreen shows if the Pause function is available. A pause is indicated by two vertical lines at the top of the touchscreen and can be used once during the first or second use, in Performance mode. It’s available during the first 3 minutes or the first 8 puffs of your experience.

Then, swipe down across the entire touchscreen to activate the Pause function. If your swipe doesn’t cover the whole screen, the function will not be activated. Resume your experience from where you left off by swiping up and waiting for the device to vibrate. The pause can last up to 8 minutes. If you don’t resume your experience within that time, the holder will switch off automatically.

6d. FlexPuff isn’t working

The IQOS ILUMA i PRIME adapts to your puffing style and can offer up to 4 additional puffs. Why might this not always happen though?

What to do: FlexPuff activation and the number of extra puffs depend on your personal usage pattern. The device analyzes how you inhale and automatically activates FlexPuff. As a result, this extra duration may not apply to every user or every single use. When the Pause function is used, FlexPuff does not activate. If FlexPuff is enabled, you’ll have 4 extra puffs to use within the remaining time of the 6-minute session. If the issue persists, visit our online diagnosis for more help.

These products are not risk free and provide nicotine, which is addictive. Only for use by adults.