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Troubleshooting your IQOS ILUMA i ONE
If you have already registered your device, try our online diagnostic tool. It can help you find a solution for device issues in a few easy steps or go for its replacement
Haven't registered your device yet? No problem, just try one of the troubleshooting options below.
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.
FlexPuff not working
FlexPuff activation and number of puffs depend on individual usage patterns.
Your device will automatically analyse the consumed volume of aerosol and might activate FlexPuff.
Thus, the extended experience might not apply to all adult consumers and/or experiences.
If Flexpuff will be activated, then you will be granted with 4 extra puffs, that can be used still within up to 6min experience duration.
Find out what is FlexPuff.
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.
IQOS ILUMA™ is used exclusively with TEREA™ tobacco sticks. Previous IQOS device versions with blade and HEETS tobacco sticks are not compatible with IQOS ILUMA™ and TEREA™. Improper use may damage the device. TEREA sticks contain a metal part. Keep out of reach of children to prevent disassembly or ingestion. See important information.
Got a question?
Find the answer in our FAQs.
Older generation devices’ support
We keep offering support service for devices that are no longer available for sale in an expanded network of partners. If necessary and if you are entitled to a device or component replacement, we will ensure that we can proceed, for a reasonable period after a product’s delistυ, based on the stock.
In the event that there is no stock of a specific product for replacement, we give you the opportunity to get a new one of the same or newer technology.
This way, we ensure that our services fully satisfy your support needs, regardless of the device you use.
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