Troubleshoot your IQOS ILUMA ONE
Try our online diagnostic tool. It can help you find a solution for device issues in a few easy steps.
Inserting TEREA tobacco stick
With a sudden movement, while using the device, the TEREA tobacco stick may break, leaving a piece inside the heating chamber. Try using a wooden toothpick to remove the part of the stick that remains in the device.
Why do I see the white lights progressively switching off during my experience?
This is the experience count down. When you feel another vibration and only one Light pulsing white, your IQOS experience is nearly over (30 sec or 2 puffs remaining - whichever comes first). Remove the TEREA stick and slide to close the cap.
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.
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-in the device for at least 75 minutes. When full, all lights will stay solid white and then turn off.
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.
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.
Does the Terea stick have lower areosol quality?
- The IQOS ILUMATM Holder only needs to detect the presence of a TEREA SMARTCORE STICKTM in order to start an experience. A used stick will not be able to generate any substantial aerosol.
- Ensure the TEREA stick was inserted correctly as per the user guide instructions.
- 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.
Get in touch
Our dedicated customer care team is here 7 days a week for you.
Monday to Friday 8am to 10pm
Saturday and Sunday 10am to 6pm
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For the quickest response we recommend Live Chat or Phone.
