Troubleshooting your
IQOS ILUMA ONE

Let's try the following steps:

• Step 1: 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 2: 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.

Let's try the following steps:

• Step 1: 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 2: 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.

Let's try the following steps:

• Step 1: 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 2: If still not charging, check if the USB connections are clean both on the device and the manufacturer-approved power adaptor.
• Step 3: 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 4: Press the button to check if it has been charged enough (see Battery status).
• Step 5: 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.

We are sorry your IQOS ILUMA ONE got damaged. Is your device still functioning? Even with this damage, are you still able to use it?

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.

hen 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 20 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

Experiencing other issues with your IQOS DUO? You can reach us every day from 10:00 to 19:00