Make sure a magnet has not been near the end of the Device where a TEREA stick is inserted. This can affect the device and cause a red light error.
Step Two
Perform a RESET: Press and hold down IQOS ILUMA ONE button for 10 seconds (until the lights fade out). The RESET will be confirmed after 10 seconds when you feel a vibration.
Do you want to proceed to eligibility check? By submitting for eligibility check, you will not be able to check back.
Do you want to proceed to eligibility check?
By submitting for eligibility check, you will not be able to check back.
Click “Start” and login, select or add the correct device, and proceed with diagnostics.
Step One Check the battery level: Press the button for 1 second. The device should now turn on white lights for 3 seconds to show the battery level (1=25%, 2=50%, 3=75%, 4=full)
Step Two If you see no light, try to Turn ON the device by holding the button for 4 seconds. Status lights will turn ON slowly.
RESET: hold the button for 10 seconds. The RESET will be confirmed after when you feel a vibration and you can Release the button.
To ensure the device is turned ON and working : Insert a stick and hold the button down for 2 seconds then release. Lights will turn ON slowly to indicate that the heating is working.
IQOS ILUMA ONE is designed to be used only with TEREA sticks . Do not use IQOS ILUMA and TEREA sticks with previous IQOS generations, as this may cause damage to your device. Do not ingest or disassemble TEREA™ sticks. This product contains a sharp metal part which can cause serious injury if swallowed. Keep out of reach of children. More information on www.IQOS.com
After these suggested action does your device start an experience?
Try a second TEREA stick to see if the issue repeats itself.
Start the experience: hold the button for 4 seconds then release. Lights will turn ON slowly.
IQOS ILUMA ONE is designed to be used only with TEREA sticks. Do not use IQOS ILUMA and TEREA sticks with previous IQOS generations, as this may cause damage to your device. Do not ingest or disassemble TEREA ™sticks. This product contains a sharp metal part which can cause serious injury if swallowed Keep out of reach of children. More information onwww.IQOS.com
Step One Charge the IQOS ILUMA ONE with the manufacturer-approved power adaptor. If the device was deeply discharged it may take up to 15 minutes before a light pattern will appear.
Step Two If still not charging, check if the USB connections are clean both on the device and the manufacturer-approved power adaptor.
Step Three If the lights only turn OFF when the IQOS ILUMA ONE is unplugged, try turning the device back ON by holding the button for 4 seconds
Step Four Press the button to check if it has been charged enough (see Battery status)
Step Five Perform a RESET: hold the button for 10 seconds. The RESET will be confirmed after 10 seconds when you feel a vibration. Release the button.
Cosmetic damage (such as scratches, dents, broken plastic, hairline cracks, discoloration), damage (improper handling or liquid contact) or failure caused by normal wear and tear of your device are excluded from voluntary warranty program.
Our online store offers a wide range of accessories designed for IQOS ILUMA ONE that could help you minimize the impact of the cosmetic damage.
If you wish to speak to a Customer Care representative, please contact us at:
+62 (021) 1500 975
This product is not risk free and provides nicotine, which is addictive. Only for use by adults.
Cosmetic damage (such as scratches, dents, broken plastic, hairline cracks, discoloration), damage (improper handling or liquid contact) or failure caused by normal wear and tear of your device are excluded from voluntary warranty program.
Our online store offers a wide range of accessories designed for IQOS ILUMA ONE that could help you minimize the impact of the cosmetic damage.
If you wish to speak to a Customer Care representative, please contact us at:
+62 (021) 1500 975
This product is not risk free and provides nicotine, which is addictive Only for use by adults.
If all lights flashing white twice on your IQOS ILUMA ONE, it means your device is operating outside of the appropriate temperature range (5°C - 40°C).
INFO : If the ambient temperature is low, try warming the device in your hands for at least a minute to accelerate the operating temperature.
When your IQOS ILUMA ONE blinks yellow 3x, it means that the device needs to be charged.
Your device must be FULLY CHARGED in order to be used at least for 15 sessions. Please ensure you are using a manufacturer-approved power adaptor and cable.
Level of charge is shown through the light strip above the button while the device is being charged
After following this instruction, is your IQOS ILUMA ONE working properly?
Inhalation experience lasting less than it is designed for
Step One Accidental reuse of TEREA (consumables are single use) Check the consumable was not accidentally used twice. They will deliver very low aerosol if re-used. Note: After being used once the Terea consumable will have fold marks on it.
Step Two Ensure the Consumable was inserted correctly. There are filters on both sides but you need to have the mouthpiece filter placed outside the device for it to correctly.
Step Three Check if this is an isolated Terea fabrication issue. If this is an isolated issues with an individual Terea, try a new Terea consumable.
Step Four Check if the sticks were properly stored. Storing the Tera in an environment which is too humid or too dry can have an effect on the quality of the Terea.
Notes: TEREA sticks are designed to deliver 14 puffs or six-minutes experience (whichever comes first)
TEREA sticks may or may not leave a stain once they have been used.
No stain mark is not a sign the tobacco was not heated properly.
IQOS ILUMA ONE is designed to be used only with TEREA sticks . Do not use IQOS ILUMA ONE and TEREA sticks with previous IQOS generations, as this may cause damage to your device.
Do not ingest or disassemble TEREA™ sticks. This product contains a sharp metal part which can cause serious injury if swallowed. Keep out of reach of children. More information on www.IQOS.com
Inhalation experience lasting less than it is designed for
To Check if the situation is an isolated case let’s try the following actions
Was the issue experienced with all TEREA sticks or only one?
a) If it was just one, it’s likely to be an issue with the consumable and not the device.
b) IQOS devices are designed to deliver a six minute or 14-puff experience (whichever comes first).
- Did your experiences reach one of these two markers?
Use the Holder 20 seconds after activation, the device has to heat up for 20 second in order to allow for aerosol creation.
Ensure that there are Intervals (time) between puffs. Leaving time between puffs allows the Holder to properly heat the tobacco and generate aerosol.
CONFIRM or TRY TOGETHER WITH THE CONSUMER (For Agents):
● Make sure device is registered on your profile.
● If you are using web app, clear your cache in the browser.
● Make sure your holder is inside the pocket charger before performing a Bluetooth connection.
● Follow the below steps;
1. Remove all devices, not only IQOS, from the Bluetooth settings of the respective end device.
2. Turn OFF Bluetooth on the phone/PC.
3. Turn ON back Bluetooth on the phone/PC again.
4. Turn OFF your IQOS ILUMA ONE and turn it ON again by pressing the power button for 4 seconds. This will instantly re-active Bluetooth of your IQOS device so that it can be found by your device.
5. Log in to IQOS App again and follow the shown steps.
● Ensure that only one IQOS device is connected via Bluetooth.
● If you are using an iOS device, make sure you launch the IQOS app using the Bluefy browser.
● If this does not work, try pairing your IQOS via USB on Mac or PC. Alternatively, to get support in person, visit the nearest IQOS store
According to the above steps and the consumer’s claim, was the customer able to pair their device?
Step One Plug the device into a power outlet* for 15 minutes to get a charging light pattern. Make sure to use a manufacturer-approved power adaptor and cable
Step Two Press the button for 1 second (battery level). The device should now turn on white lights for 3 seconds to show the battery level (1=25%, 2=50%, 3=75%, 4=full)
Step Three If you no light turn ON, try to power ON the device by holding the button for 4 seconds. All lights should switch ON.
Step Four Perform a RESET: hold the button for 10 seconds. The RESET will be confirmed after 10 seconds when you feel a vibration. Release the button.
* Laptop USB ports may not have enough power to charge your device if it is completely discharged.
After these steps, is your device now working properly?
Step One The Device must be fully charged in order to deliver up to 20 experiences. Fully charged means that four lights are visible after a short button press. Please charge your Pocket Charger for two hours.
Step Two Ask the customer to fully charge their Device and see if they can use a pack of 20 consumables without re-charging their Device.
Step Three The device is rated to work between 0-40° C. The device can stop an experience in the even it is being used out of its operating temperature.
After following these steps are you able to properly able to use the device for 20 experiences?
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