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This website contains information about Philip Morris International smoke-free products, which are exclusively for adults in Netherlands who would otherwise continue to smoke or use other nicotine products. Smoke-free products are not an alternative to quitting and are not designed as cessation aids. Smoke-free products are not risk free and provide nicotine, which is addictive. Please visit the Important Information page for additional risk information.

Troubleshooting your

Try our online diagnostic tool which can help you find a solution for device issues in a few easy steps.

Not your device? Select a different IQOS product.
Which part of the device
is not working?




Blinking red light

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.

Still experiencing issues?

Experience does not start (no heating)

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.

Still experiencing issues?

No light turning ON (on press)

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.

Still experiencing issues?

Physical damage

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?

Still experiencing issues?

All lights blinking 2x (short press)

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.

Still experiencing issues?

Yellow light blinking 3x

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

Still experiencing issues?

Other issues

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

Still experiencing issues?

More help for your IQOS ILUMA ONE

That’s not all. There’s more useful information:

  • Live chat icon

    IQOS ILUMA ONE User Guide

    Find all useful information
    for your device

    Download PDF
  • Like button icon


    Find the answer to many
    of the frequently asked questions.

    See FAQs

Something we haven’t covered?

There are several ways you can reach us.
Available everyday from 10:00 to 19:00.

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    Live support

    Chat with our IQOS experts
    for the quickest response.

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    and we'll get back to you in a minute!

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    Send us an e-mail!

    We will answer
    as soon as possible!

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    Give us a ring!

    Our phone support line
    connects you directly to an IQOS expert

    0800 - 990 0000
This product is not risk free and provides nicotine, which is addictive. Only for use by adults.