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Trouble inserting TEREA tobacco stick?
A TEREA stick may be broken in the device. Try using a toothpick to remove the part of the stick that remains in the device.
Do the white lights progressively switch off during your experience?
This is the experience count down. When you feel another vibration and only one light pulsing white, your IQOS experience is almost over (30 sec or 2 puffs remaining). Slide to close the cap.
Do lights blink twice in white and then switch-off?
Your IQOS ILUMA ONE may be out of range of temperature (0°C⁓40°C). If too cold, try to warm it in your hands and try again.
Does the bottom light blink 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 IQOS power adaptor. For a full charge, plug the device for at least 90 minutes. When full, all lights will stay solid white and then turn off.
Does the bottom light blink red?
There might be a little error, please try to reset your IQOS ILUMA ONE. If the red light persists, please contact our Customer Care.
Do you need to reset your device?
Press the IQOS ILUMA ONE button for 10 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?
- Make sure the TEREA stick wasn’t accidentally used twice. 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.
- 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.
Something we haven’t covered?
We're here for you seven days a week, 8:00AM to 9:00PM.
Phone
Our phone line connects you directly to an IQOS Customer Care Agent. Call us at #983838.
