Solve device issues with our self-service tool, FAQs, and more.
Troubleshoot your IQOS ILUMA PRIME
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IQOS online troubleshooting tool.
Easily self-diagnose and fix device issues in just a few minutes. Start troubleshooting now, and we’ll guide you to instant solutions at your fingertips - no waiting, no queues. If eligible, you can self-order a replacement device.
Common issues with IQOS ILUMA ONE devices.
Here’s a quick guide to help you fix common issues.
IQOS ILUMA PRIME 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.
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 sticks, 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.
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.
