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IQOS ILUMA Common Problems
Why doesn’t my IQOS ILUMA device start when I insert a Heatstick?
It won’t start because the IQOS ILUMA is designed to be used only with the brand new, fully sealed SMARTCORE sticks. Its innovative SMARTCORE INDUCTION SYSTEM™ heats the tobacco from within the stick, instead of burning it, for an altogether better, cleaner and more consistent experience. And do remember that SMARTCORE sticks won't work with previous IQOS generations or lil and may cause damage to your device.
IQOS ILUMA™ is designed to be used only with SMARTCORE STICKS™. Do not use IQOS ILUMA™ and SMARTCORE STICKS™ with previous IQOS™ generations or lil, as this may cause damage to your device. See Important information.
What happens if I try to start my IQOS ILUMA device with a used tobacco stick?
If you accidentally insert a used tobacco stick and notice not too long into the experience, very little energy will have been consumed and you may not lose the experience. Regardless, the recharging time will be less than 2 full consecutive uses.
IQOS ILUMA™ is designed to be used only with SMARTCORE STICKS™. Do not use IQOS ILUMA™ and SMARTCORE STICKS™ with previous IQOS™ generations or lil, as this may cause damage to your device. See Important information.
Why does autostart not work with my IQOS ILUMA?
If your IQOS ILUMA doesn't start on its own then please:
• Check that you’re only using SMARTCORE sticks
• Make sure they’re being placed in the right direction in the holder
• Place the holder in the pocket charger and perform a RESET. To do this, press and hold down the pocket charger button for 10 seconds until the lights fade out. The RESET is confirmed when you release the button and all of the lights blink 2 times
If the holder starts on its own without a SMARTCORE stick inserted then please follow these steps:
• Place the holder in the pocket charger and perform a RESET. To do this, press and hold down the pocket charger button for 10 seconds until the lights fade out. The RESET is confirmed when you release the button and all of the lights blink 2 times
Remember, you can start your tobacco experience manually by inserting your SMARTCORE stick into the holder and pressing the button for two seconds to activate your experience. If it still doesn’t work, visit your nearest IQOS store and one of our agents will fix the problem for you or call our Call Center.
If your device is experiencing issues or does not work check out the IQOS ILUMA warranty to find out if your device is still under warranty and can be replaced.
IQOS ILUMA™ is designed to be used only with SMARTCORE STICKS™. Do not use IQOS ILUMA™ and SMARTCORE STICKS™ with previous IQOS™ generations or lil, as this may cause damage to your device. See Important information.
Why doesn’t my IQOS ILUMA device start when I insert a Heatstick?
It won’t start because the IQOS ILUMA is designed to be used only with the brand new, fully sealed SMARTCORE sticks. Its innovative SMARTCORE INDUCTION SYSTEM™ heats the tobacco from within the stick, instead of burning it, for an altogether better, cleaner and more consistent experience. And do remember that SMARTCORE sticks won't work with previous IQOS generations or lil and may cause damage to your device.
IQOS ILUMA™ is designed to be used only with SMARTCORE STICKS™. Do not use IQOS ILUMA™ and SMARTCORE STICKS™ with previous IQOS™ generations or lil, as this may cause damage to your device. See Important information.
What happens if I try to start my IQOS ILUMA device with a used tobacco stick?
If you accidentally insert a used tobacco stick and notice not too long into the experience, very little energy will have been consumed and you may not lose the experience. Regardless, the recharging time will be less than 2 full consecutive uses.
IQOS ILUMA™ is designed to be used only with SMARTCORE STICKS™. Do not use IQOS ILUMA™ and SMARTCORE STICKS™ with previous IQOS™ generations or lil, as this may cause damage to your device. See Important information.
Why does autostart not work with my IQOS ILUMA?
If your IQOS ILUMA doesn't start on its own then please:
• Check that you’re only using SMARTCORE sticks
• Make sure they’re being placed in the right direction in the holder
• Place the holder in the pocket charger and perform a RESET. To do this, press and hold down the pocket charger button for 10 seconds until the lights fade out. The RESET is confirmed when you release the button and all of the lights blink 2 times
If the holder starts on its own without a SMARTCORE stick inserted then please follow these steps:
• Place the holder in the pocket charger and perform a RESET. To do this, press and hold down the pocket charger button for 10 seconds until the lights fade out. The RESET is confirmed when you release the button and all of the lights blink 2 times
Remember, you can start your tobacco experience manually by inserting your SMARTCORE stick into the holder and pressing the button for two seconds to activate your experience. If it still doesn’t work, visit your nearest IQOS store and one of our agents will fix the problem for you or call our Call Center.
If your device is experiencing issues or does not work check out the IQOS ILUMA warranty to find out if your device is still under warranty and can be replaced.
IQOS ILUMA™ is designed to be used only with SMARTCORE STICKS™. Do not use IQOS ILUMA™ and SMARTCORE STICKS™ with previous IQOS™ generations or lil, as this may cause damage to your device. See Important information.