IQOS support.

Iqos assistance begins here.

IQOS support.

Iqos assistance begins here.

Getting started

First steps

Registration and preferences

IQOS device issues

Troubleshooting

Device warranty

Warranty terms

FAQs

FAQs about IQOS support.

Do I have to register my device to access troubleshooting?

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.

I wasn’t able to resolve my issue using the troubleshooting options available. What should I do?

Here are some steps you can take:

Check if your device is running on the latest firmware, and if not, update the firmware.

Reset your device by pressing the ON/OFF button for 10 seconds.

Visit an IQOS Store where our experts offer device cleaning, software updates, and other technical support.

Why won’t my IQOS ILUMA start when I insert a stick?

IQOS ILUMA devices only work with SMARTCORE STICKS. 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.

Why is Autostart not working?

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 SMARTCORE 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.

Why is my device not charging or showing lights?

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.

Why is my device not heating and showing temperature errors?

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.

Do I need to clean my IQOS ILUMA?

IQOS ILUMA devices use bladeless induction heating and don’t require 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.