1. Press and hold down the ON/OFF button on the device for 10 seconds until status lights fade out.
Please note: If your IQOS ILUMA is turned OFF at the time of RESET; when pressing the button, after the first 4 seconds, the device will turn ON: lights will fade in and the device will vibrate. In order to perform the RESET correctly, it is important to keep the button continuously pressed for 10 seconds.
2. RESET is confirmed when status lights fade in again and the device vibrates.
Visit our “Support” section to learn further tips about the maintenance of your device.
Within “Get Support” page, you can find useful tip and tricks, firmware update and more information about your device usage and maintenance. Visit get support page!
1. Press and hold down the ON/OFF button on the device for 10 seconds until status lights fade out.
Please note: If your IQOS ILUMA is turned OFF at the time of RESET; when pressing the button, after the first 4 seconds, the device will turn ON: lights will fade in and the device will vibrate. In order to perform the RESET correctly, it is important to keep the button continuously pressed for 10 seconds.
2. RESET is confirmed when status lights fade in again and the device vibrates.
Please note, proximity to a magnet can affect the device calibration and cause the blinking red light. Do not place the device against a magnet during the experience.
15 min of charge time should be sufficient for the yellow/orange light to change to a white blinking light
Your device needs to be charged
1. Ensure the optimal charging for your device:
Use official power adaptor and cable. Unofficial ones may interrupt the charging.
Avoid charging with a laptop: it may slow down the charging time.
2. Plug your device to a wall power outlet with your manufacturer approved power adaptor and cable.
15 min of charge time should be sufficient for the yellow light to change to a white blinking light.
Level of charge is shown through the light strip above the button while the device is being charged.
While charging, the first light will be flashing white until the level of charge reaches the 25%. At this point the first light will become solid and the second light will start flashing white until it reaches 50% charged and becomes solid white too. The same pattern will continue until the device is fully charged. To be fully charged, it will take approx. 90 min.
When fully charged, four solid white light will appear on short button press.
1. Press and hold down the ON/OFF button on the device for 10 seconds until status lights fade out.
Please note: If your IQOS ILUMA is turned OFF at the time of RESET; when pressing the button, after the first 4 seconds, the device will turn ON: lights will fade in and the device will vibrate. In order to perform the RESET correctly, it is important to keep the button continuously pressed for 10 seconds.
2. RESET is confirmed when status lights fade in again and the device vibrates.
Use official power adaptor and cable. Unofficial ones may interrupt the charging.
Avoid charging with a laptop: it may slow down the charging time.
2. Plug your device to a wall power outlet with your manufacturer approved power adaptor and cable.
Level of charge is shown through the light strip above the button while the device is being charged. Leave it to charge until at least one white light turns solid (meaning 25% charged).
While charging, the first light will be flashing white until the level of charge reaches the 25%. At this point the first light will become solid and the second light will start flashing white until it reaches 50% charged and becomes solid white too. The same pattern will continue until the device is fully charged. To be fully charged, it will take approx. 90 min.
When fully charged, four solid white light will appear on short button press.
3. If the device is charged whilst OFF, the lights will turn OFF when unplugging it. Always turn the device back ON by pressing the button for 4 seconds.
1. Press and hold down the ON/OFF button on the device for 10 seconds until status lights fade out.
Please note: If your IQOS ILUMA is turned OFF at the time of RESET; when pressing the button, after the first 4 seconds, the device will turn ON: lights will fade in and the device will vibrate. In order to perform the RESET correctly, it is important to keep the button continuously pressed for 10 seconds.
2. RESET is confirmed when status lights fade in again and the device vibrates.
Accidental Damage is a free of charge service for our customers. It is offered as a support to replace the products which lost the functionality, after being subject to the damages that are not covered by voluntary warranty (e.g. drops, contacts with liquids or abrasive agents)
If your device is eligible, we will place a replacement order for you!
Do you want to proceed to eligibility check?
Click “Start” and login, select or add the correct device, and proceed with diagnostics.
Accidental Damage is a free of charge service for our customers. It is offered as a support to replace the products which lost the functionality, after being subject to the damages that are not covered by voluntary warranty (e.g. drops, contacts with liquids or abrasive agents)
If your device is eligible, we will place a replacement order for you!
Do you want to proceed to eligibility check?
Click “Start” and login, select or add the correct device, and proceed with diagnostics.
Accidental Damage is a free of charge service for our customers. It is offered as a support to replace the products which lost the functionality, after being subject to the damages that are not covered by voluntary warranty (e.g. drops, contacts with liquids or abrasive agents)
If your device is eligible, we will place a replacement order for you!
Do you want to proceed to eligibility check?
Click “Start” and login, select or add the correct device, and proceed with diagnostics.
Bluetooth connection issues, cosmetic damages (such as scratches, dents, broken plastic, hairline cracks, discoloration), damage or failure caused by normal wear and tear of your device are excluded from voluntary warranty and accidental damage coverage.
If you wish to reach a customer service representative, visit “contact us” page to choose the channel of your preference.
Accidental Damage is a free of charge service for our customers. It is offered as a support to replace the products which lost the functionality, after being subject to the damages that are not covered by voluntary warranty (e.g. drops, contacts with liquids or abrasive agents)
If your device is eligible, we will place a replacement order for you!
Accidental Damage is a free of charge service for our customers. It is offered as a support to replace the products which lost the functionality, after being subject to the damages that are not covered by voluntary warranty (e.g. drops, contacts with liquids or abrasive agents)
If your device is eligible, we will place a replacement order for you!
1. Before trying to remove the broken TEREA stick, make sure your device is switched off by pressing the button for 4 seconds. Allow it to cool down properly before attempting to remove the broken stick.
To confirm that the device is OFF, press the button quickly. If no lights appear, the device is off and it is safe to proceed with the extraction. If lights appear, repeat the previous step to turn off the device.
2. A new IQOS ILUMA stick extractor tool has been developed to ensure that any broken TEREA SMARTCORE STICK™ stuck in the device can be extracted successfully as shown in the graphic and without any risk of damage to the device.
Click here to find out how to get a stick extractor for IQOS ILUMA. [Market to adapt according to local process in terms of “How to get a stick extractor for IQOS ILUMA”]
Please, follow the steps here below to remove the broken TEREA SMARTCORE stick using the IQOS ILUMA stick extractor:
1. Make sure your device and the TEREA stick are cooled down before proceeding.
2. Carefully insert the hook of the IQOS ILUMA Stick Extractor in the device until the plastic top part of the tool touches the device.
3. Rotate the IQOS ILUMA Stick Extractor by approximately 90 degrees and pull it out carefully to extract the piece of broken stick.
4. Once you have removed the remaining part of the stick, look inside your device to ensure that there is no debris left in the bottom of the heating chamber.
5. Once the stick has been removed successfully, turn on the device by pressing and holding the button for 4s then release; status Lights will turn ON slowly.
6. Dispose of any waste as per your local waste regulation or collect and return them to us. If you need further support, please visit one of our IQOS retails stores.
Please note: IQOS ILUMA is designed to be used only with TEREA sticks . Do not use IQOS ILUMA with previous tobacco stick generations, as this may cause damage to your device.
Accidental Damage is a free of charge service for our customers. It is offered as a support to replace the products which lost the functionality, after being subject to the damages that are not covered by voluntary warranty (e.g. drops, contacts with liquids or abrasive agents)
If your device is eligible, we will place a replacement order for you!
Do you want to proceed to eligibility check?
Click “Start” and login, select or add the correct device, and proceed with diagnostics.
To remove a broken TEREA stick that got stuck in your device, please follow the below steps:
1. Make sure your device and the TEREA stick are cooled down before proceeding.
2. Use two fingers to carefully remove the broken TEREA SMARTCORE STICK. If it cannot be removed using your fingers, try using a toothpick or a pair of tweezers or a metal clip to remove the part of the stick that remains in the device.
3. Once you have removed the remaining part of TEREA SMARTCORE STICK, check inside your device to ensure that there is no debris left in the bottom of the heating chamber.
4. Once the stick has been removed successfully, turn on the device by pressing and holding the button for 4s then release; status Lights will turn ON slowly.
5. Dispose of any waste as per your local waste regulation or collect and return them to us. If you need further support, please visit one of our IQOS retails stores.
Please note: IQOS ILUMA is designed to be used only with TEREA sticks . Do not use IQOS ILUMA with previous tobacco stick generations, as this may cause damage to your device.
Accidental Damage is a free of charge service for our customers. It is offered as a support to replace the products which lost the functionality, after being subject to the damages that are not covered by voluntary warranty (e.g. drops, contacts with liquids or abrasive agents)
If your device is eligible, we will place a replacement order for you!
Do you want to proceed to eligibility check?
Click “Start” and login, select or add the correct device, and proceed with diagnostics.
There are lights on the device, but cannot start the experience
Level of charge is shown through the light strip above the button while the device is being charged
Your device might need to be charged
1. Ensure the optimal charging for your device:
Use official power adaptor and cable. Unofficial ones may interrupt the charging.
Avoid charging with a laptop: it may slow down the charging time.
2. Plug your device to a wall power outlet with your manufacturer approved power adaptor and cable.
Level of charge is shown through the light strip above the button while the device is being charged. Leave it to charge until at least one white light turns solid (meaning 25% charged).
While charging, the first light will be flashing white until the level of charge reaches the 25%. At this point the first light will become solid and the second light will start flashing white until it reaches 50% charged and becomes solid white too. The same pattern will continue until the device is fully charged. To be fully charged, it will take approx. 90 min.
When fully charged, four solid white light will appear on short button press.
3. Once the device is fully charged, insert a stick and press the button for 2s: when pressing the button, the device will vibrate, and lights will turn ON slowly to confirm the experience has started.
There are lights on the device, but cannot start the experience
How to reset your device
Your device might need a RESET
Let's Perform a RESET:
1. Press and hold down the ON/OFF button on the device for 10 seconds until status lights fade out.
Please note: If your IQOS ILUMA is turned OFF at the time of RESET; when pressing the button, after the first 4 seconds, the device will turn ON: lights will fade in and the device will vibrate. In order to perform the RESET correctly, it is important to keep the button continuously pressed for 10 seconds.
2. RESET is confirmed when status lights fade in again and the device vibrates.
1. Press and hold down the ON/OFF button on the device for 10 seconds until status lights fade out.
Please note: If your IQOS ILUMA is turned OFF at the time of RESET; when pressing the button, after the first 4 seconds, the device will turn ON: lights will fade in and the device will vibrate. In order to perform the RESET correctly, it is important to keep the button continuously pressed for 10 seconds.
2. RESET is confirmed when status lights fade in again and the device vibrates.
After resetting, open the App and follow instructions on the IQOS App to add a device: the App will explain how to enable Bluetooth and provides a step-by-step guide to connect.
Bluetooth connection issues, cosmetic damages (such as scratches, dents, broken plastic, hairline cracks, discoloration), damage or failure caused by normal wear and tear of your device are excluded from voluntary warranty and accidental damage coverage.
If you wish to reach a customer service representative, visit “contact us” page to choose the channel of your preference.
Inhalation experience lasting less than it is designed for
Step One
Accidental reuse of TEREA (consumables are single use)
Check the consumable was not accidentally used twice. They will deliver very low aerosol if re-used. Note: After being used once the Terea consumable will have fold marks on it.
Step Two
Ensure the Consumable was inserted correctly. There are filters on both sides but you need to have the mouthpiece filter placed outside the device for it to correctly.
Step Three
Check if this is an isolated Terea fabrication issue. If this is an isolated issues with an individual Terea, try a new Terea consumable.
Step Four
Check if the sticks were properly stored. Storing the Tera in an environment which is too humid or too dry can have an effect on the quality of the Terea.
Notes: TEREA sticks are designed to deliver 14 puffs or six-minutes experience (whichever comes first)
TEREA sticks may or may not leave a stain once they have been used.
No stain mark is not a sign the tobacco was not heated properly.
IQOS ILUMA ONE is designed to be used only with TEREA sticks . Do not use IQOS ILUMA ONE and TEREA sticks with previous IQOS generations, as this may cause damage to your device.
Do not ingest or disassemble TEREA™ sticks. This product contains a sharp metal part which can cause serious injury if swallowed. Keep out of reach of children. More information on www.IQOS.com
Too high or too low temperatures can affect the battery life of the device
Customer’s device battery capacity might be degraded by time – which is normally out of warranty
COMMUNICATE:
As any other electronic devices, the battery performance of the device reduces over time. This is a normal situation for a battery performance on electronics.
The device is rated to be used between 0 and 40deg C. If used outside, could stop an experience or affect battery life.
The reduced battery performance may affect the charging capacity of your device.
According to the electronics industry standards and our warranty terms, battery degradations are out of warranty.
However, our customer’s satisfaction is our top priority.
Let’s check if your device is still under warranty, if so, we may have the possibility to replace your device.
Overheating or plastic softening around the USB-C charging port/cable
[Knowledge only, NOT to communicate]
A- This can happen whilst charging only. It can also be described by the user as melting
B- This can be caused by contamination in the USB connectors that can interfere with the transmission of the current and cause overheating. Refer to Product Notification PN006 for further details.
COMMUNICATE:
Inform the customer that contamination such as fluff, dirt, dust or moisture in the USB connectors can interfere with the transmission of current from the power adaptor to the device and cause overheating.
CONFIRM TOGETHER WITH THE CONSUMER:
1. Advice to let the device cool down before handling it.
2. Make sure the device or charging cable is NOT damaged.
3. Ask to clean with a dry fabric the USB-C port of both the device and the charging cable. Suggest to not use metal tool to clean the device in order to avoid damaging it.
4. Ask to charge their device again under supervision, using the official IQOS power adaptor and cable, and not to leave the device unattended for the first minutes of charge to check for potential overheating.
DECIDE:
According to the above steps and the consumer’s claim, make the decision;
Option A: Customer’s device or charging cable is damaged: physical damage, not covered under warranty but one replacement is allowed under Accidental Damage.
Option B: Customer’s device is not damaged. Issued resolved. DO NOT replace.
Accidental Damage is a free of charge service for our customers. It is offered as a support to replace the products which lost the functionality, after being subject to the damages that are not covered by voluntary warranty (e.g. drops, contacts with liquids or abrasive agents)
If your device is eligible, we will place a replacement order for you!
Do you want to proceed to eligibility check?
Click “Start” and login, select or add the correct device, and proceed with diagnostics.
When your IQOS ILUMA ONE is not functioning as expected, usually some generic steps help to resolve the issue. Let’s start with RESET
Let's Perform a RESET:
1. Press and hold down the ON/OFF button on the device for 10 seconds until status lights fade out.
Please note: If your IQOS ILUMA is turned OFF at the time of RESET; when pressing the button, after the first 4 seconds, the device will turn ON: lights will fade in and the device will vibrate. In order to perform the RESET correctly, it is important to keep the button continuously pressed for 10 seconds.
2. RESET is confirmed when status lights fade in again and the device vibrates.
Use official power adaptor and cable. Unofficial ones may interrupt the charging.
Avoid charging with a laptop: it may slow down the charging time.
2. Plug your device to a wall power outlet with your manufacturer approved power adaptor and cable.
Level of charge is shown through the light strip above the button while the device is being charged.
When charging, the first light will be flashing white until the level of charge reaches the 25%. At this point the first light will become solid and the second light will start flashing white until it reaches 50% charged and becomes solid white too. The same pattern will continue until the device is fully charged.
When fully charged, four solid white light will appear on short button press.
If the device is charged whilst OFF, the lights will turn OFF when unplugging it. Always turn the device back ON by pressing the button for 4 seconds.
Please try applying more force when pressing the button.
You should feel the button clicking when engaged.
CONFIRM TOGETHER WITH THE CONSUMER:
1. Let’s try together to see how it will work when pressing the button harder.
DECIDE:
According to the above advice and the consumer’s claim, make the decision;
Option A: Customer can start the device, therefore, DO NOT replace.
Option B: Customer is not able to start the device. Let’s check if the device is still under warranty, if so, we may have the possibility to replace your device.
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 Two
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.
Try a second TEREA stick to see if the issue repeats itself.
Start the experience: hold the button for 4 seconds then release. Lights will turn ON slowly.
IQOS ILUMA ONE is designed to be used only with TEREA sticks. Do not use IQOS ILUMA and TEREA sticks with previous IQOS generations, as this may cause damage to your device. Do not ingest or disassemble TEREA ™sticks. This product contains a sharp metal part which can cause serious injury if swallowed Keep out of reach of children. More information on www.IQOS.com
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 Two
If still not charging, check if the USB connections are clean both on the device and the manufacturer-approved power adaptor.
Step Three
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 Four
Press the button to check if it has been charged enough (see Battery status).
Step Five
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.
Cosmetic damage (such as scratches, dents, broken plastic, hairline cracks, discoloration), damage (improper handling or liquid contact) or failure caused by normal wear and tear of your device are excluded from voluntary warranty program.
Our online store offers a wide range of accessories designed for IQOS ILUMA ONE that could help you minimize the impact of the cosmetic damage.
If you wish to speak to a Customer Care representative, please contact us at:
+xx (xxx) xxxxxxx
This product is not risk free and provides nicotine, which is addictive. Only for use by adults.
Cosmetic damage (such as scratches, dents, broken plastic, hairline cracks, discoloration), damage (improper handling or liquid contact) or failure caused by normal wear and tear of your device are excluded from voluntary warranty program.
Our online store offers a wide range of accessories designed for IQOS ILUMA ONE that could help you minimize the impact of the cosmetic damage.
If you wish to speak to a Customer Care representative, please contact us at:
+xx (xxx) xxxxxxx
This product is not risk free and provides nicotine, which is addictive Only for use by adults.
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.
When 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.
After following this instruction, is your IQOS ILUMA ONE working properly?
The Device must be fully charged in order to deliver up to 20 experiences. Fully charged means that four lights are visible after a short button press. Please charge your Pocket Charger for two hours.
Step Two
Ask the customer to fully charge their Device and see if they can use a pack of 20 consumables without re-charging their Device.
Step Three
The device is rated to work between 0-40° C. The device can stop an experience in the even it is being used out of its operating temperature.
After following these steps are you able to properly able to use the Pocket Charger for 20 experiences?
Inhalation experience duration is less than what it is designed for
Check the consumable was not accidentally used twice
[Knowledge only, NOT to communicate]
A- This might be an issue caused by wrong usage
COMMUNICATE:
The device is designed to provide you experiences that each have up to 6 mins and/or 14 puffs whichever comes first. IQOS ILUMA is designed to be used only with TEREA sticks . Do not use IQOS ILUMA with previous tobacco stick generations, as this may cause damage to your device.
The device must heat up for 20 second in order to allow for aerosol creation. Ensure that there are intervals (time) between puffs. Leaving time between puffs allows the device to properly heat the tobacco and generate aerosol.
CONFIRM OR TEST TOGETHER WITH THE CONSUMER:
1. Check the consumable was not accidentally used twice.
2. Ensure the Consumable was inserted correctly. There are filters on both sides, but you need to have the mouthpiece filter placed outside the device for it to function correctly.
3. Check if this is an isolated TEREA fabrication issue. If this is an isolated issue with an individual TEREA, try a new TEREA consumable.
4. Does it deliver experiences with 14 puffs OR around 6 minutes?
DECIDE:
According to the above steps and the consumer’s claim, make the decision;
Option A: Inhalation delivery duration and puffs are within acceptable limits, therefore, DO NOT replace.
Option B: Let’s check if your device is still under warranty, if so, we may have the possibility to replace your device.
If your device is eligible, we will place a replacement order for you! If you proceed with eligibility check, you will not be able to return to the device diagnostics Would you like to continue with an eligibility check?
If you proceed with eligibility check, you will not be able to return to the device diagnostics
Would you like to continue with an eligibility check?
Please confirm you are an adult user of nicotine or tobacco products.
Please confirm you are an adult user of nicotine or tobacco products.
Are you over 18 years old and living in Egypt?
This website has information about smoke free products, which are for adults who would otherwise continue to smoke or use other nicotine products in Egypt. PMI’s smoke free products are not an alternative to quitting and are not designed as cessation aids.
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