myIQOS wordmark.

Troubleshooting your IQOS ILUMA 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

Click to start

Haven't registered your device yet? No problem, just try one of the troubleshooting options below.

An IQOS ILUMA ONE on a leather surface.
A person inserts a TEREA stick into an IQOS ILUMA ONE.

Broken TEREA tobacco stick inside.

With a sudden movement, while using the device, the TEREA tobacco stick may break, leaving a piece inside the heating chamber. Try using a toothpick to remove the part of the stick that remains in the device.

Two smiling people in a car; one holds an IQOS ILUMA ONE.

Why do I see the white lights progressively switching off during my experience?

This is the experience count down. When you a vibration and only one light pulsing white, your IQOS experience is nearly over (30 sec or 2 puffs remaining - whichever comes first).

A man wearing a green jacket holds an IQOS ILUMA ONE.

All lights blink twice in white and then switch-off.

The IQOS ILUMA ONE will stop if the ambient temperature is out of range (0℃⁓40℃). If so, all lights blink twice in white and then switch off. If the ambient temperature is low, try warming the device in your hand for at least a minute.

A woman wearing red holds an IQOS ILUMA ONE.

Bottom light blinks yellow.

Tap the button on your IQOS ILUMA ONE to check the battery level. If the bottom of the light strip blinks yellow, this means the battery is low on charge. Charge the IQOS ILUMA ONE with the manufacturer-approved power adaptor. For a full charge, plug the device for at least 75 minutes. When full, all lights will stay solid white and then turn off.

A DJ adjusts dials on a turntable while holding an IQOS ILUMA ONE.

Bottom light blinks red.

There might be a little error, please try to reset your IQOS ILUMA ONE. If the red light persist, please contact our Customer Care.

A person inserts a TEREA stick into an IQOS ILUMA ONE.

Reset.

Press the IQOS ILUMA ONE button for 7 seconds, then release the button. All Status Lights will turn off, blink twice and turn on to confirm the reset.

A person holding an IQOS ILUMA ONE.

The TEREA stick have lower aerosol quality.

1. The IQOS ILUMA™ Holder only needs to detect the presence of a TEREA SMARTCORE STICK™ in order to start an experience. A used stick will not be able to generate any substantial aerosol.

2. Ensure the TEREA stick was inserted correctly as per the user guide instructions.

3. TEREA packs should not be stored in an environment which is too humid or too dry. Doing so can have an effect on the aerosol quality.

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.

See FAQs

We are here for you.

We’re here for you in-store or at your fingertips. You choose.

Please enter your date of birth to confirm you are an adult user of nicotine or tobacco products.

CONFIRM

Sorry!
This website is intended only for users of nicotine or tobacco products who are over 18.

We Care

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.