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Troubleshoot any issue
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IQOS ILUMA ONE Troubleshooting
Trouble inserting a TEREA tobacco stick?

Trouble inserting a TEREA tobacco stick?

A TEREA tobacco stick may be broken in the device. Try using a toothpick to remove the part of the stick that remains in the device.

IQOS ILUMA one white lights progressively switching off

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). Slide to close the cap.

IQOS ILUMA ONE switch-off

All 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.

IQOS ILUMA ONE blinks yellow

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 adapter. For a full charge, plug the device in for at least 75 minutes. When full, all lights will stay solid white and then turn off.

IQOS ILUMA ONE blinks red

Bottom light blinks red

There might be an error, please try to reset your IQOS ILUMA ONE. If the red light persists, please contact our customer support team.



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.

TEREA tobacco stick have lower areosol quality

Does the TEREA tobacco stick have lower areosol quality?

1. The IQOS ILUMA Holder only needs to detect the presence of a TEREA tobacco stick in order to start an experience. A used stick will not be able to generate any substantial aerosol.

2. Ensure the TEREA tobacco stick was inserted correctly as per the user guide instructions.

3. 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™ 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.
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