A close-up of a pebble beige IQOS ILUMA device

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.

A person inserts a TEREA stick into 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 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.

Two smiling people in a car; one 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 man wearing a green jacket 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-in the device for at least 75 minutes. When full, all lights will stay solid white and then turn off.

A woman wearing red holds 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 DJ adjusts dials on a turntable while holding 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.

Does the Terea stick have lower areosol quality?

The IQOS ILUMA^TM Holder only needs to detect the presence of a TEREA SMARTCORE STICK^TM 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.

IQOS ILUMA ONE is designed to be used only with TEREA sticks. Do not use TEREA sticks with previous IQOS generations, as this may cause damage to your device. TEREA sticks contain a metal part. Keep out of reach of children to prevent disassembly or ingestion. See important information.