Troubleshooting IQOS ILUMA i - FAQs

If you have not used the device for a long period of time, first, try to charge it to ensure it can function. Please, ensure there is no visible damage before use.

In case you notice any malfunctioning during the use of the product, please stop using the device.

When you start charging the battery after a long period of inactivity, i.e. when your battery is completely depleted, the charging lights may not appear after up to 10 minutes. This is a normal process.

If you see the unusual screen indication, this may indicate one of the below.

Screen: 2 vertical lines (one at the top, one at the bottom) alternating side 3x

Issue: Device is out of operating temperatures range

Action: Bring the device to the optimal temperature range (0 – 40°C)

Screen: One or two horizontal lines blinking 8 times

Issue: Battery End of Life; One or both experiences permanently lost

Action: Eligibility replacement check

Screen: Letter “E” flashing 3x

Issue: Proximity to magnet affecting device / Device malfunction / Firmware update failed or interrupted

Action: Reset the device

Screen: Number “0” flashing 3x

Issue: Low battery

Action: Charge the Holder by inserting it in a charged Pocket Charger

Screen: Horizontal line and a circle underneath

Issue: Device locked

Action: De-activate the “Device Lock” feature via IQOS App

Screen: No lights

Issue: Holder OFF / Holder discharged / Contacts dirty / broken Holder

Action: Switch on the Holder, charge it or clean it. In case of broken Holder, please, contact us or visit the nearest IQOS Store for assistance

Screen: 3 horizontal lines appear in waves 3x

Issue: AutoStart is disabled (even when the stick is inserted)

Action: Activate AutoStart feature via IQOS App

The issue may come from various reasons. Please, check the following:

1. Your device may be in the Eco Mode (FlexBattery feature):
   • In Eco Mode, your Holder will be set for a single use only, lasting up to 6 minutes.
   • In Eco Mode, the Holder will always show one horizontal line (when fully charged).
   • You can change the FlexBattery setting in the IQOS App to Performance Mode, which allows multiple consecutive uses How to change advanced features in IQOS App?
2. Discharged Holder:
   • The Pocket Charger should be sufficiently charged (at least one solid white light) to allow full charge of the Holder.
   • Place the Holder in a charged Pocket Charger and leave it charging until the two Holder’s lights on the Pocket Charger turn solid white.
3. Dirty contacts:
   • Clean the contacts on the Holder and on the Pocket Charger (the place where the Holder gets in contact with the Pocket Charger).
4. Out of optimal temperature range:
   • The operating temperature range for the IQOS ILUMA i PRIME devices is 0°C - 40°C. If used outside of its operating range, an experience could be interrupted or not starting.
   • Bring the device to the optimal temperature range.
5. Battery degraded:
   • If the lights blink 8 times during the experience after 12 months since the purchase – normal battery degrading situation.
   • If the lights blink 8 times during the experience before 12 months since the purchase – eligibility replacement check.
6. Humid sticks:
   • If the SMARTCORE STICKS® are humid, the device may need to use more energy per use. This may discharge the battery more rapidly.
   • To store your SMARTCORE STICKS® in the optimal conditions, keep them in a closed pack and do not expose to humidity or humid weather conditions.

This issue may come from various reasons:

1. You are using Pause feature in Performance Mode:
   • With a fully charged Holder, you can have the 3rd consecutive experience in Performance Mode (FlexBattery feature) if you do not use the Pause for the first two experiences.
   • If you use the Pause, the device will only deliver 2 consecutive uses.
2. Holder is not fully charged:
   • Charge your Holder by placing it in a charged Pocket Charger.
   • Note that the screen will not show 3rd available experience even if the Holder is fully charged and the experience is available.
3. Device is outside the optimal temperature range:
   • If the Holder is used outside the optimal temperature range (0°C - 40°C), the device may need to use more energy per use. This may discharge the battery more rapidly.
   • Bring the device to the optimal temperature range.
4. Humid sticks:
   • If the SMARTCORE STICK® are humid, the device may need to use more energy per use. This may discharge the battery more rapidly.
   • To store your SMARTCORE STICK® in the optimal conditions, keep them in a closed pack and do not expose to humidity or humid weather conditions.
5. Battery degradation:
   • The battery degradation may happen over time as for any other electronic device.
   • In this case, the replacement is not covered by the warranty.

There may be several reasons for this issue:

1. Incorrect stick:
   • The device is designed to only work with SMARTCORE STICK®. If you use any other product, the experience duration may be impacted or may not start.
2. Incorrect insertion of the stick & usage:
   • Ensure you insert your SMARTCORE STICK® the right way.
   • Insert the SMARTCORE STICK® to the line on the filter with coloured part facing outside.
   • Ensure you allow the pre-heating of the stick and you do not pull it out or move during the experience.
3. Device is outside the optimal temperature range:
   • If the Holder is used outside the optimal temperature range (0°C - 40°C), the device may need to use more energy. This may discharge the battery more rapidly.
   • Bring the device to the optimal temperature range.
4. Pause Mode activated by error:
   • If you accidentally swiped down across the entire Touch Screen, you activated the Pause Mode. The experience will temporarily stop. If the experience is not resumed within 8 mins, the experience will end.

Please, check the following as a possible cause of this issue:

• Incorrect manipulation: Open the IQOS App and ensure Performance Mode and Pause are turned ON. Activated Pause Mode is illustrated by 2 short vertical lines at the top of the screen and is activated by swiping down across the entire Touch Screen on the device Holder.
• Pause is already used: Pause Mode is only available for one of the first two experiences delivered by a fully charged Holder (Performance Mode).
• Eco Mode activated: Your device has Pause Mode available only in Performance Mode (FlexBattery feature). Pause Mode is not available in Eco Mode. To enable Pause Mode feature, change your FlexBattery feature from Eco Mode to Performance Mode via IQOS App.
• Too late in the experience: Pause Mode is only available within the first 3 minutes or 8 puffs of the experience. If you try to activate the Pause Mode outside this range, it will not be available.
• Right gesture: The right gesture to activate Pause Mode is to swipe across the entire Touch Screen. This was done to avoid unintentional activation of Pause Mode.
• Battery degradation: Please, contact us or visit the nearest IQOS Store for assistance.

Please, check the following as a possible cause of this issue:

• Incorrect stick: The device is designed to only work with SMARTCORE STICK®. If you use any other product, the experience duration may be impacted or may not start.
• Incorrect stick insertion: Ensure you insert your SMARTCORE STICK® the right way. Insert the SMARTCORE STICK to the line on the filter with the colored part facing outside.
• Dirt or objects in the heating chamber: Check the heating chamber for broken sticks or other debris or objects. Do not insert any sharp objects in the heating chamber to avoid damaging your device.
• Activated Pause: Ensure Pause is not activated during the experience (swipe down across the screen) as this would prevent FlexPuff from being activated.
• FlexPuff deactivated in IQOS App: Activate FlexPuff feature via IQOS App.

If you take large puffs, FlexPuff is unlikely to be activated as a lot of aerosol is used during the experience. If extra puffs are granted, it is indicated on the screen by the light going around the ring. The ring will then extend counter clockwise towards the end of the experience.

By default, on a new device, the AutoStart is activated. You can also swipe your finger up from the bottom to the top of the screen to manually start the experience. Ensure your device is turned on. If you experience difficulties starting your experience automatically upon stick insertion, check the following:

• Discharged Holder:
  • The Pocket Charger should be sufficiently charged (at least one solid white light) to allow full charge of the Holder.
  • Place the Holder in a charged Pocket Charger and leave it charging until the two Holder’s lights on the Pocket Charger turn solid white.
• Device is locked:
  • De-activate the device lock via IQOS App.
• Device is outside the optimal temperature range:
  • The operating temperature range for IQOS ILUMA i PRIME devices is 0°C - 40°C. If used outside this operating range, an experience could be interrupted or not starting.
  • Bring the device to the optimal temperature range.
• AutoStart is de-activated:
  • If a stick is inserted and AutoStart is disabled, 3 horizontal lines will show in wave 3x.
  • Open the IQOS App and ensure AutoStart is activated, and Device Lock is de-activated.
• Incorrect stick or incorrect stick insertion:
  • The device is designed to only work with SMARTCORE STICK®. If you use any other product, the experience duration may be impacted or may not start.
  • Ensure that the SMARTCORE STICK® is fully inserted (approximately up to the line).

To confirm that the experience has started, the device will vibrate, and the ring will slowly appear from the bottom of the screen until fully closing.

If you experience difficulties using the Touch Screen, check the following:

• You are not using gloves
• Your fingers are clean and dry
• The screen is not broken or cracked
• The screen is clean and dry

If there are no lights on the screen, check if:

• Your Holder is ON
• Your Holder is charged
• Your Holder has not been damaged

If there are lights on the screen, perform a reset. If physical damage and the above steps did not resolve the issue, please, contact us or visit the nearest IQOS Store for assistance.

This is a normal situation and may be since you use the Performance Mode (FlexBattery feature). In this case, your device may deliver up to 3 consecutive uses without the Pause.

You can change your battery setting via IQOS App to set it in Eco Mode. In this case, your Holder will be set for a single use only, lasting up to 6 minutes. Pause Mode is not available in Eco Mode.