Please note this website is intended for the Netherlands, in order to ensure compliance with local legal requirements we need to redirect you to the country you are located in.
CONTINUE
Troubleshooting your
IQOS ILUMA ONE
Try our online diagnostic tool which can help you find a solution for device issues in a few easy steps.
ILUMA i ONE
ILUMA ONE
How to use your new IQOS ILUMA i ONE
Top and bottom lights will flash white on short button pressed, when trying to start an experience.It means that Device lock mode is activated, and the device is locked. In this case follow the below instructions:
- Step 1: Open IQOS App and select your IQOS ILUMA i ONE device.
- Step 2: Go to “device settings” and on top you will see the option “Lock device”.
- Step 3: De-activate the Device lock, by clicking the button.
FlexPuff not working
FlexPuff is designed to work with tobacco sticks. Activation and number of puffs depend on individual usage patterns thus, the extended experience might not apply to all adult consumers and/or experiences. Your device will automatically analyze the consumed volume of aerosol and might activate FlexPuff. When Pause is used, FlexPuff cannot be activated. If Flexpuff will be activated, then you will be granted with 4 extra puffs, that can be used still within up to 6min experience duration.
If you need further assistance, visit our Self-diagnostics tool.
Lights on device on short button press, but unable to chargePause mode is unavailable
Are the lights ON, but the device is not charging? Then the charging ports might need to be cleaned.
- Unplug the device and ensure the charging ports on both the device and the charging cable are dry and clean from contamination.
- Charge your device by using compatible AC power adaptor (sold separately) and cable for approximately 90 min, for full charge. 4 lights will turn solid white and then turn off when it is fully charged. If the device is fully discharged, the light might take few seconds before turning ON.
- In case the lights on the device are on, but unable still to charge, try to perform a reset. Press and hold down the ON/OFF button on the device for 10 seconds continuously. RESET is confirmed when status lights fade in, blink twice fast, ramp up and then the current device charge level will be shown.
- Step 4: Remove the holder from the Pocket Charger and press the holder’s button (short press).
Find out how to resolve other IQOS ILUMA i ONE charging issues
Still experiencing issues?Other issues
Experiencing other issues with your IQOS ILUMA i ONE? 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:
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.
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
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: