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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.


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. Make sure there is not any part of the TEREA tobacco stick stuck inside the heating chamber. If you see something like this, visit this page to find out how to remove it.

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.

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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.

We are here for you.

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