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Garnet Red IQOS ILUMA i PRIME device above its charger, on a table near a couch

IQOS support

Support you can count on.

Garnet Red IQOS ILUMA i PRIME device above its charger, on a table near a couch

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FAQs

There are a few reasons why your IQOS model isn't listed:

1. Your IQOS model might be discontinued, and support for older models may be limited or removed from the troubleshooting list.
2. Some IQOS models are specific to certain countries. If your model was purchased in a different country, it might not appear in the local troubleshooting list.
3. Our website might be undergoing updates or changes, temporarily affecting the availability of certain models in the troubleshooting section.

While it’s not strictly necessary to register your IQOS device to start troubleshooting, it is highly recommended because:

1. Registered devices can be quickly identified and serviced, making the troubleshooting process faster and more efficient.
2. It’s easy to check if your device is covered under warranty—crucial for replacements or repairs.

Register my device

Here are some steps you can take:
1. Check if your device is running on the latest firmware, and if not, update the firmware.
2. Reset your device by pressing the ON/OFF button for 10 seconds.
3. Start online troubleshooting for guided steps to quickly resolve device issues.
4. Read FAQs for answers to common device issues.
Visit an IQOS Store where our experts offer device cleaning, software updates, and other technical support.

Find a store

IQOS ILUMA devices only work with IQOS compatible sticks, which include TEREA, LEVIA, and DELIA. Ensure you're using a stick from a new, sealed pack and that it’s inserted correctly.

If your IQOS ILUMA doesn't start on its own, then please:

1. Check that you’re only using IQOS Compatible sticks. 
2. Make sure they’re being placed in the right direction in the holder. 
3. 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.