To enter this website, please confirm that you are an 18+ smoker/vaper AND an existing IQOS customer.

CONFIRM

You must be 18 or over to access materials on this site

We Care

To purchase products from this website, you need to provide hard age verification you are 18+.

Our e-liquid and heated tobacco vaping products are not an alternative to quitting and are not designed as cessation aids. They are not risk-free and contain nicotine, which is a highly addictive substance. No sale to persons under the age of 18.
For more information read our Privacy Policy.
﬋ login cart 0

Troubleshoot any issue
you're having with IQOS ILUMA

Start now

IQOS ILUMA Troubleshooting
Is IQOS ILUMA Pocket Charger charging too slowly?

Is your Pocket Charger charging too slowly?

1. Use the IQOS power adapter and USB-C cable to power up your IQOS ILUMA Pocket Charger. It will take 135 minutes to get fully charged.

2. If your Pocket Charger is completely out of battery, it's normal to have to wait up to 20 minutes before you start to see a charging light pattern.

Is IQOS ILUMA Holder charging too slowly?

Is your IQOS ILUMA Holder charging too slowly?

1. Try cleaning the contacts of the Holder and the Pocket Charger

2. If you are simultaneously charging Pocket Charger as you are charging your Holder it is important to charge the Pocket Charger with using the manufacturer-approved power adaptor and cable.

Are the lights on the IQOS ILUMA Holder flashing white?

Are the lights on the Holder flashing white?

1. 3 blinking white lights: indicate that the Holder is simply out of temperature range. Try maintaining the device between 0°C and 50°C to ensure the device works properly.

2) 8 blinking white lights will indicate that the Holder can only manage 1 experience. Get more help with our Self-diagnosis tool.

IQOS ILUMA blink red or not work?

Does the IQOS ILUMA Pocket Charger or the Holder blink red or not work?

Place the Holder in the Pocket Charger and reset it by pressing the Pocket Charger’s button for 10 seconds. Keep the button pressed until you see all the lights dim out. The RESET will be confirmed by all the lights briefly blinking white.

IQOS ILUMA experience not as expected?

IQOS ILUMA experience not as expected?

1. Make sure the TEREA tobacco stick wasn't accidentally used twice. Or check that it's not just an individual TEREA stick that isn't fitting properly. Isolated cases of TEREA sticks not fitting occur very infrequently and it's almost never caused by a fault in the device.

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

3. TEREA packs should be stored at room temperature that is neither too humid or too dry.

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.
See important information.

Got a question?
Find the answers in our FAQs.

See FAQs

IQOS Customer Support

We’re here for you in-store or at your fingertips.