Garnet Red IQOS ILUMA i PRIME device above its charger

First steps with IQOS ILUMA i.

A handy introduction to your new device.

Select your device to get started

Steps to prepare for your first experience.

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Unbox your device.

The box’s contents vary depending on the IQOS model. Carefully open it and take out all components. You’ll find:
• IQOS device: Holder and Pocket Charger.
• Charging cable.
• User guide and Safety Warnings and Instructions.

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Charge the device.

• Before the first use, fully charge your device.
• Use the charging cable that came in the box and a compatible AC power adaptor.
• When charging a 2-piece device, ensure the Holder is placed inside the Pocket Charger.

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Start the experience.

• Charging the device automatically turns it on.
• To ensure it’s on, briefly press the button. The charge level will be displayed.
• To turn it on/off, press the button for 4 seconds.*
• Once the device is charged up and ready, insert a IQOS compatible stick
• Optional: Download the IQOS app and pair your device .
Learn about IQOS Device Companion

Note: Tobacco sticks are not included in the device box. You need to buy IQOS compatible stick separately.
*On a 2-piece device, turning off the Pocket Charger also turns off the Holder.

Quick guide to get familiar with your IQOS ILUMA i.

IQOS ILUMA i user document.

Our IQOS user documents are designed to help you understand and properly use your specific IQOS model.

You’ll learn about:

Component names and functions.
Optimal storage and usage.
Safety warnings and instructions.
Warranty coverage.

Download IQOS ILUMA i user document

FAQs

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

Your IQOS model might be discontinued, and support for older models may be limited or removed from the troubleshooting list.
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.
Our website might be undergoing updates or changes, temporarily affecting the availability of certain models in the troubleshooting section.

If you need assistance, contact IQOS customer support directly for help with your specific model. They can provide guidance and solutions tailored to your device.

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

Registered devices can be quickly identified and serviced, making the troubleshooting process faster and more efficient.
It’s easy to check if your device is covered under warranty—crucial for replacements or repairs.
You gain more personalised steps when using our online troubleshooting tool.

Here are some steps you can take:

Check if your device is running on the latest firmware, and if not, instal firmware updates through the IQOS Device Companion app.
Reset your device by pressing the ON/OFF button for 10 seconds.
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 stick, which include TEREA, LEVIA, and DELIA. Ensure you're using a stick from a new, sealed pack and that it’s inserted correctly. Used or incompatible sticks won’t activate the device.

Autostart may be disabled or the stick is inserted incorrectly.

Here’s what you can do:
Ensure you’re using compatible sticks and that the stick is inserted in the correct direction.
Reset the device: Press the ON/OFF button continuously for 10 seconds until lights fade out, fade in again, and blink twice.

The battery may be fully depleted.

To maintain optimal performance:

You need to:
Plug it in to charge and wait up to 10 minutes for lights to appear, depending on your model.
Check for visible damage.
Try a different compatible charging cable or AC power adapter.
Ensure the USB ports are clean.
If you have a 2-piece set, wipe the contacts between the Holder and Pocket Charger.

The device may be outside the optimal operating temperature range.

Here’s what you should do:
Let it warm up or cool down before retrying.
Use the device indoors or at room temperature.

IQOS ILUMA devices use bladeless induction heating and don’t require internal cleaning like older IQOS models.
However, for optimal charging, keep the USB ports clean by blowing gently to clear dust and debris. If you have a 2-piece set, use a soft dry cloth to wipe the contacts between the Holder and Pocket Charger.

*IQOS ILUMA™ is designed to be used only with IQOS compatible sticks. Do not use IQOS ILUMA™ and IQOS compatible sticks with previous IQOS™ generations, as this may cause damage to your device. Do not ingest or disassemble IQOS compatible sticks. This product contains a sharp metal part which can cause serious injury if swallowed. Keep out of reach of children.