Let’s identify the correct device part that is causing the issue
1. Place the holder inside the pocket charger. Ensure to place it correctly.
2. Briefly press and release the pocket charger button and observe what you are seeing from the below:
Option A: No lights turning ON. This means your pocket charger may have an issue.
Option B: The pocket charger (strip lights) are briefly turning ON, the holder status (rounded lights) are OFF. This means your pocket charger is working, but holder is still not.
After these steps, please choose the suitable option from below
Holder light is ON, but experience doesn’t start automatically
Connect to the IQOS App
The AutoStart function might have been deactivated from IQOS App
1. Make sure your device is connected to the IQOSApp: Before performing connection steps, please;
Make sure both Charger and Holder are registered on your profile on iqos.com.
If you are using web app, clear your cache in the browser.
Make sure your holder is inside the pocket charger before performing a Bluetooth connection.
2. Let’s follow these few steps to connect your mobile device to the IQOS App:
a. Remove all devices, not only IQOS, from the Bluetooth settings of the respective end device.
b. Turn OFF Bluetooth on the phone/PC.
c. Turn ON back Bluetooth on the phone/PC again.
d. Turn OFF your IQOS and turn it ON again by pressing the pocket charger button for 4 seconds. This will instantly re-active Bluetooth of your IQOS device.
e. Log in to IQOS App again and follow the shown steps.
3. Ensure that only one IQOS device is connected via Bluetooth.
4. If you are using an iOS device, make sure you launch the IQOS app using the Bluefy browser.
5. If this does not work, try pairing your IQOS via USB cable on Mac or PC.
6. From the IQOS App, ensure that the AutoStart function hasn’t been de-activated: AutoStart is always activated by default on a new device.
Holder light is ON, but experience doesn’t start automatically
Ensure you are using the right TEREA stick consumable
1. IQOS ILUMA is designed to be used only with TEREA sticks: ensure you are using the right consumable; the device will not start with any other tobacco stick.
2. Ensure the TEREA sticks are being placed in the holder in the right direction and the line just above the top of the Holder. Ensure there is no debris in the holder which needs to be removed with a wooden toothpick. Please, do not insert any metallic objects in the holder.
3. Try with another TEREA sticks properly inserted in the holder and start an experience by pressing the button for 2 seconds. If available, use a stick from a different pack.
Holder light is ON, but experience doesn’t start automatically
How to RESET
Your holder’s software might need a reset
Let's Perform a RESET:
1. Place the holder in the Pocket Charger. Ensure to place it correctly.
2. Press and hold down the ON/OFF button on the Pocket Charger 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.
3. RESET is confirmed when status lights fade in again and the device vibrates.
Holder light is ON, but experience doesn’t start automatically
Firmware Update
Firmware may need to be updated
As every electronic device, IQOS is also built from two core elements – physical device items and the digital working instructions, called as firmware.
Firmware of your holder and pocket charger can be regularly updated for maintenance and improvement of your device performance.
Firmware update can be done through IQOS App or visiting an IQOS Store.
IQOS App is available both for desktop and mobile devices.
After the Firmware update, is your device working?
Holder light is ON, but experience doesn’t start automatically
Check whether the AutoStart always fails
Please, check whether your device never starts automatically or if it is a sporadic occurence:
On occasion, the device may not start automatically due to a number of factors such as stick positioning and aligment, device calibration, holder low on battery charge.
Holder light is ON, but experience doesn’t start automatically
How to turn ON the device
Let’s try to start the experience manually
1. Ensure the device is turned ON:
Press the pocket charger button for 4 seconds to turn your device ON. Remember, the same action applies to turn it OFF as well. Turning OFF the pocket charger will also turn OFF the holder.
2. Take your holder and insert a TEREA stick: make sure the consumable is being placed in the holder in the right direction and the line being aligned with the top of the Holder.
3. Press the holder button for 2 seconds to start the experience manually.
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.
Heating starting automatically without a consumable
How to Reset your device
Your holder’s software might need a reset
Let's Perform a RESET:
1. Place the holder in the Pocket Charger. Ensure to place it correctly.
2. Press and hold down the ON/OFF button on the Pocket Charger 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.
3. RESET is confirmed when status lights fade in again and the device vibrates.
1. Before trying to remove the broken TEREA stick, make sure your holder is switched off: place the holder inside the Pocket charger and press the ON/OFF button for 4 seconds. Allow the holder to cool down properly before attempting to remove the broken stick.
To confirm that it is off, remove the holder from the pocket charger and press the holder button quickly. If no lights appear, the holder is OFF and it is safe to proceed with the extraction. If lights appear, repeat the previous step to turn off the holder.
2. A new IQOS ILUMA stick extractor tool has been developed to ensure that any broken TEREA SMARTCORE STICK™ stuck in a holder can be extracted successfully as shown in the graphic and without any risk of damage to the holder.
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 the holder and the stick are cooled down before proceeding.
2. Carefully insert the hook of the IQOS ILUMA Stick Extractor in the holder until the plastic top part of the tool touches the holder ring.
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 holder by placing it in the pocket charger and pressing the pocket charger button for 4s until all the lights turn on and the charge level is displayed.
6. Dispose of any waste as per your local waste regulation or collect and return them to us. If you need further assistance, please, visit one of our IQOS 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!
To remove a broken TEREA stick that got stuck in your Holder, please follow the below steps:
1. Make sure the holder and the stick are cooled down before proceeding.
2. To improve the access to TEREA SMARTCORE STICK™ and help with its removal, you can remove the ring from the holder taking care not to lose it.
3. 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. Please, use extreme caution when inserting any object into the heating chamber as excessive force may damage the internal surface within.
4. Once you have removed the remaining part of TEREA SMARTCORE STICK™ check inside your holder 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 holder by placing it in the pocket charger and pressing the pocket charger button for 4s until all the lights turn on and the charge level is displayed and re-fit the ring if previously removed.
6. Dispose of any waste as per your local waste regulation or collect and return them to us. If you need further assistance, please, visit one of our IQOS 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!
Use GTPs Global ID431A to inform the consumer about the reason why the holder may be perceived as warm and why it is still safe to use it.
COMMUNICATE:
If the holder warmth is creating discomfort for the user, advise to leave the device to cool down prior to starting another experience and o only use the device in an environment cooler than 40degC.
Only option A since there are no issue with the device, it's all about usage conditions and perception. Do not replace.
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 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:
+62 (021) 1500 975
This product is not risk free and provides nicotine, which is addictive. Only for use by adults.
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.
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 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:
+62 (021) 1500 975
This product is not risk free and provides nicotine, which is addictive. Only for use by adults.
Inhalation experience duration is less than what it is designed for
Ensure the right consumable was inserted correctly
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 Holder 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.
2. Press the pocket charger button for 4 seconds to turn your device ON. Remember, the same action applies to turning it OFF as well. Turning OFF the pocket charger will also turn OFF the holder.
After these steps, did the lights of your device turn ON?
1. Place the holder in the Pocket Charger. Ensure to place it correctly.
2. Press and hold down the ON/OFF button on the Pocket Charger 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.
3. RESET is confirmed when status lights fade in again and the device vibrates:
Ensure a magnet has not been placed near the end of the Holder where the stick is inserted. The holder shouldn’t be placed against the PC during an experience as the PC contains a magnet. Proximity to a magnet can affect the device calibration and activate a red light error.
A failed firmware update can cause blinking red light. Please, try updating your firmware again:
As every electronic device, IQOS is also built from two core elements – physical device items and the digital working instructions, called as firmware.
Firmware of your holder and pocket charger can be regularly updated for maintenance and improvement of your device performance.
[Markets to adapt] Firmware update can be done through IQOS App or visiting an IQOS Store.
[Markets to adapt] IQOS App is available both for desktop and mobile devices.
After trying firmware update again, is your device now working? (If you didn’t attempt firmware update at all, please choose “NO”)
1. Place the holder in the Pocket Charger. Ensure to place it correctly.
2. Press and hold down the ON/OFF button on the Pocket Charger 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.
3. 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. Place the holder back inside the pocket charger. Ensure to place it correctly.
2. Ensure the Pocket Charger is ON by short pressing the ON/OFF Button:
If
you don’t see any lights on your pocket charger, press the pocket
charger button for 4 seconds to turn your device ON. Remember, the same
action applies to turning it OFF as well. Turning OFF the pocket charger
will also turn OFF the holder.
If your pocket charger is already ON, solid white strip lights will turn on showing the charge level of your Pocket Charger.
Make sure your pocket charger is charged enough to fully charge the holder.
3. Ensure the optimal charging for your device:
Use official IQOS power adaptor and cable. Unofficial ones may interrupt the charging.
Refrain from charging with a laptop. This may also interrupt the charging.
Check and remove, if necessary, residues or dust that may interfere with the contacts between holder and pocket charger.
4. Leave the Holder to charge for about 5 min or until the first holder light on the Pocket Charger turns solid white.
After these steps, did your holder start to be charged? (Please note that, if you choose the option “NO”, this will take you to pocket charger diagnostics. In this case, please choose “pocket charger not charging the holder”)
In order to be able to diagnose and to replace the correct device part (if eligible), please choose your respective “POCKET CHARGER”, and proceed with pocket charger diagnosticsby choosing the suitable issue
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 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:
+62 (021) 1500 975
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 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:
+62 (021) 1500 975
This product is not risk free and provides nicotine, which is addictive. Only for use by adults.
When your IQOS ILUMA is not functioning as expected, usually some generic steps help to resolve the issue. Let’s start with a RESET
Let's Perform a RESET:
1. Place the holder in the Pocket Charger. Ensure to place it correctly.
2. Press and hold down the ON/OFF button on the Pocket Charger 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.
3. RESET is confirmed when status lights fade in again and the device vibrates.
Seeing a light on a deeply discharged pocket charger may take up to 15 mins
Your Pocket Charger might be discharged
1. Ensure the optimal charge for your device:
Use official IQOS power adaptor and cable. Unofficial ones may interrupt the charging.
Refrain from charging with a laptop. This may also interrupt the charging.
2. Place the holder back inside the pocket charger. Ensure to place it correctly.
3. Plug the pocket charger into a wall power outlet:
While the pocket charger is being charged, strip lights will be pulsing.
Seeing a light on a deeply discharged pocket charger may take up to 15 minutes.
After these steps, did your pocket charger start to be charged? (Please note that, if you choose the option “NO”, this will take you to pocket charger diagnostics. In this case, please choose “no lights on pocket charger”)
In order to be able to diagnose and to replace the correct device part (if eligible), please choose your respective “POCKET CHARGER”, and proceed with pocket charger diagnosticsby choosing the suitable issue
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 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:
+62 (021) 1500 975
This product is not risk free and provides nicotine, which is addictive. Only for use by adults.
Please confirm you are an adult user of nicotine products aged 21+
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