English
Shop
Explore products and buy
ILLUMINATE YOUR WORLD
Services & Privileges
Upgrade with Trade-In
Inserting SMARTCORE stick
A SMARTCORE STICK may be broken in the device. Try using a toothpick to remove the part of the stick that remains in the device.
Why do I see white lights blinking on my device and it continuously switches off during my experience?
This is the experience count down. When you feel another vibration with only one light pulsing in white, your IQOS experience is nearly over (30 sec or 2 sessions remaining). Slide to close the cap.
What does it mean when all lights are blinking twice in white and then it switches off?
Your IQOS ILUMA ONE may be out of range of temperature (0°C⁓40°C). If it's too cold, try to warm it in your hands and try again.
Bottom light blinks yellow
Tap the button on your IQOS ILUMA ONE to check the battery level. If the bottom of the light strip blinks yellow, this means the battery is low on charge. Charge the IQOS ILUMA ONE with the manufacturer-approved power adaptor. For a full charge, plug the device for at least 75 minutes. When full, all lights will stay solid white and then turn off.
Bottom light blinks red
There might be a little error, please try to reset your IQOS ILUMA ONE. If the red light persist, please contact our IQOS Customer Care for assistance.
Reset
Press the IQOS ILUMA ONE button for 7 seconds, then release the button. All Status Lights will turn off, blink twice and turn on to confirm the reset.
Does the SMARTCORE STICK have lower areosol quality?
1. The IQOS ILUMA Holder only needs to detect the presence of a SMARTCORE STICK in order to start an experience. A used stick will not be able to generate any substantial aerosol.
2. Ensure that the SMARTCORE STICK was inserted correctly as per the user guide instructions.
3. SMARTCORE packs should not be stored in an environment which is too humid or too dry. Doing so can have an effect on the aerosol quality.
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.
Something we haven't covered?
There are several ways you can reach us.
Use our live chat
Chat to our personal coaches in real time. They’re available daily from 9am to 6pm. Just give them a message and they’ll say hello within seconds.
Let's chat.
Give us a ring
Sometimes you just want to hear a human voice. We get it. That’s why our phone support line connects you directly to an IQOS expert.
Call us.
Send us an email
Write to us. Our inbox is never too full.
Email us.
Facebook us
We’re very social on our social media, so feel free to message us with any questions and we’ll get back to you in minutes.
Visit our Facebook page.