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!
Your charging ports of your device might need cleaning
If the device was charging when the red light appeared, please conduct the following steps. If the red light appeared at any other time, please skip the following and select “NO”.
1. Unplug the device and ensure the charging ports on both the device and the charging cable are dry and clean from contamination
2. For safe use and optimal charging, you have three options:
use the AC Power Adaptor from the previous IQOS devices
purchase it separately in IQOS stores or on iqos.com
use a 3rd party Certified AC Power Adaptor (with the safety certification mark)
Avoid charging with non-official accessories, as charging might be too slow, the device will time out and a red light will blink when button is short pressed
Press and hold down the ON/OFF button on the device for 10 seconds.
Please note: If your IQOS ILUMA i ONE is turned OFF at the time of RESET; when pressing the button, the lights will be shown after 4 seconds to indicate the device will turn ON or OFF. In order to perform the RESET correctly, it is important to keep the button continuously pressed for 10 seconds, until reset is completed.
2. RESET is confirmed when status lights fade in, blink twice fast, ramp up and then the current device charge level will be shown.
Please note, proximity to a magnet can affect the device calibration and cause the blinking red light. Do not place the device against a magnet during the experience.
When a firmware update is failed or being interrupted, the light will blink red 3x.
In case you are not in the process of updating your firmware, please select “ NO” and skip the below steps.
Let’s 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 IQOS ILUMA i ONE can be regularly updated for maintenance and improvement of your device performance.
Firmware update can be done by visiting an IQOS Store.
After trying firmware update again, is your device now working?
For safe use and optimal charging, you have three options:
Use the AC Power Adaptor from the previous IQOS devices
Purchase it separately in IQOS stores or on iqos.com
Use a 3rd party Certified AC Power Adaptor (with the safety certification mark).
2. Plug your device to a wall power outlet with AC power adaptor and cable.
15 min of charge time should be sufficient for the yellow light to change to a white blinking light.
Level of charge is shown through the light strip above the button while the device is being charged.
Charge your device until 1 light turns solid white. This means that the level of charge reaches the 25%. The same pattern will continue until the device is fully charged. To be fully charged, it will take approx. 90 min.
When fully charged, one solid white light will appear on short button press.
Lights on device on short button press but unable to charge
The charging ports might need to be cleaned
1. Unplug the device and ensure the charging ports on both the device and the charging cable are dry and clean from contamination.
2. Charge your device by using AC power adaptor and cable for approximately 90 min, for full charge. 4 lights will turn solid white and then turn off when it is fully charged.
3. Avoid charging with noncompatible AC adaptor and charging cable, as charging might be too slow, the device will time out and a red light will blink when button is short pressed.
4. If the device is fully discharged, the light might take few seconds before turning ON.
After these steps, is your device started to be charged?
Lights on device on short button press but unable to charge
Your device might need a RESET
1. Let's perform a RESET:
Press and hold down the ON/OFF button on the device for 10 seconds.
Please note: If your IQOS ILUMA i ONE is turned OFF at the time of RESET; when pressing the button, the lights will be shown after 4 seconds to indicate the device will turn ON or OFF. In order to perform the RESET correctly, it is important to keep the button continuously pressed for 10 seconds, until reset is completed.
2. RESET is confirmed when status lights fade in, blink twice fast, ramp up and then the current device charge level will be shown
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!
Lights on device on short button press but unable to charge
The charging ports might need to be cleaned
1. Unplug the device and ensure the charging ports on both the device and the charging cable are dry and clean from contamination.
2. Charge your device by using AC power adaptor and cable for approximately 90 min, for full charge. 4 lights will turn solid white and then turn off when it is fully charged.
3. Avoid charging with noncompatible AC adaptor and charging cable, as charging might be too slow, the device will time out and a red light will blink when button is short pressed.
4. If the device is fully discharged, the light might take few seconds before turning ON.
After these steps, is your device started to be charged?
Lights on device on short button press but unable to charge
Your device might need a RESET
1. Let's perform a RESET:
Press and hold down the ON/OFF button on the device for 10 seconds.
Please note: If your IQOS ILUMA i ONE is turned OFF at the time of RESET; when pressing the button, the lights will be shown after 4 seconds to indicate the device will turn ON or OFF. In order to perform the RESET correctly, it is important to keep the button continuously pressed for 10 seconds, until reset is completed.
2. RESET is confirmed when status lights fade in, blink twice fast, ramp up and then the current device charge level will be shown
Your device might not be charged with AC power adaptor
1. Ensure the optimal charging for your device;
Charge your device by using AC power adaptor and cable for approximately 90min, for full charge. 4 lights will turn solid white and then turn off when it is fully charged
If the device is fully discharged, the light might take few seconds before turning ON.
Check the charging cable entrance of your device and the AC power adaptor one. Ensure they are clean and remove any blockage by gently blowing from distance.
2. While your device is being charged, strip lights will be pulsing. Seeing a light on a deeply discharged device may take few seconds.
In case a light pattern appears on your device, leave the device to charge until at least 1 white light turns solid white (25% charged) and unplug the device.
Press and hold down the ON/OFF button on the device for 10 seconds.
Please note: If your IQOS ILUMA i ONE is turned OFF at the time of RESET; when pressing the button, the lights will be shown after 4 seconds to indicate the device will turn ON or OFF. In order to perform the RESET correctly, it is important to keep the button continuously pressed for 10 seconds, until reset is completed.
2. RESET is confirmed when status lights fade in, blink twice fast, ramp up and then the current device charge level will be shown.
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!
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!
Experience not starting automatically when SMARTCORE STICKS™ is inserted
Your device might be turned OFF
Please check whether the device is turned ON
In this case, when button short pressed, the light will turn on
Is the device turned ON? (Please note that, if you choose the option “NO”, this will take you to device diagnostics “Lights not turning on (short button pressed)”)
Experience not starting automatically when SMARTCORE STICKS™ is inserted
Your device might not be charged enough
Ensure that the device is charged for at least one experience, by checking whether one solid white light appears. In case there is a yellow light blinking, then the experience won’t start.
Charge your device with the compatible charging cable and compatible AC power adaptor until at least one light will turn solid white
Experience not starting automatically when SMARTCORE STICKS™ is inserted
The AutoStart function might have been disabled
Please note that by default, on a new device, Autostart is activated and Device Lock is deactivated.
If a SMARTCORE STICKS™ is inserted and autostart is disabled, the experience cannot start automatically.
Keep in mind that in case Device Lock is activated, the top and bottom lights will flash white and the experience will be prevented from starting either automatically or manually.
These settings can only be expanded in the IQOS App.
Experience not starting automatically when SMARTCORE STICKS™ is inserted
Activate AutoStart function from the IQOS App
1. Open the IQOS App
2. Ensure that Autostart is activated
3. Ensure that Device Lock is de-activated, by checking whether the button is not selected.
When Device Lock is activated, the top and bottom lights will flash white, and the experience will be prevented from starting either automatically or manually
Experience not starting automatically when SMARTCORE STICKS™ is inserted
SMARTCORE STICKS™ might have not be used in the right conditions
1. IQOS ILUMA i ONE is designed to be used only with SMARTCORE STICKS™: ensure you are using SMARTCORE STICKS™. Do not use IQOS ILUMA i ONE and SMARTCORE STICKS™ with previous IQOS generations, as this may cause damage to your device.
2. Ensure the SMARTCORE STICKS™ are placed in the device in the right direction and the line just above the top of the device.
3. Always using the IQOS ILUMA i ONE within the operating temperature, between 0°C and 40°C.
4. Try with another SMARTCORE STICKS™ properly inserted in the device. If available, use a SMARTCORE STICKS™ from a different pack.
Experience not starting automatically when SMARTCORE STICKS™ is inserted
Check if the Auto-start function always fail
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 SMARTCORE STICKS™ positioning and aligment, device calibration, device low on battery charge
Keep in mind that this is a normal behavior and your device is not facing an issue.
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.
Experience not starting automatically when SMARTCORE STICKS™ is inserted
SMARTCORE STICKS™ might have not be used in the right conditions
1. IQOS ILUMA i ONE is designed to be used only with SMARTCORE STICKS™: ensure you are using SMARTCORE STICKS™. Do not use IQOS ILUMA i ONE and SMARTCORE STICKS™ with previous IQOS generations, as this may cause damage to your device.
2. Ensure the SMARTCORE STICKS™ are placed in the device in the right direction and the line just above the top of the device.
3. Always using the IQOS ILUMA i ONE within the operating temperature, between 0°C and 40°C.
4. Try with another SMARTCORE STICKS™ properly inserted in the device. If available, use a SMARTCORE STICKS™ from a different pack.
Experience not starting automatically when SMARTCORE STICKS™ is inserted
Check if the Auto-start function always fail
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 SMARTCORE STICKS™ positioning and aligment, device calibration, device low on battery charge
Keep in mind that this is a normal behavior and your device is not facing an issue.
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.
Your device might not be charged with AC power adaptor
1. Ensure the optimal charging for your device;
Charge your device by using AC power adaptor and cable for approximately 90min, for full charge. 4 lights will turn solid white and then turn off when it is fully charged
If the device is fully discharged, the light might take few seconds before turning ON.
Check the charging cable entrance of your device and the AC power adaptor one. Ensure they are clean and remove any blockage by gently blowing from distance.
2. While your device is being charged, strip lights will be pulsing. Seeing a light on a deeply discharged device may take few seconds.
In case a light pattern appears on your device, leave the device to charge until at least 1 white light turns solid white (25% charged) and unplug the device.
Press and hold down the ON/OFF button on the device for 10 seconds.
Please note: If your IQOS ILUMA i ONE is turned OFF at the time of RESET; when pressing the button, the lights will be shown after 4 seconds to indicate the device will turn ON or OFF. In order to perform the RESET correctly, it is important to keep the button continuously pressed for 10 seconds, until reset is completed.
2. RESET is confirmed when status lights fade in, blink twice fast, ramp up and then the current device charge level will be shown
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!
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!
Top light blinking white 3x and experience interrupted
Ensure you are using SMARTCORE STICKS™
1. IQOS ILUMA i ONE is designed to be used only with SMARTCORE STICKS™: ensure you are using SMARTCORE STICKS™.
2. Ensure the SMARTCORE STICKS™ are placed in the device in the right direction and the line just above the top of the device.
3. Try with another SMARTCORE STICKS™ properly inserted in the device. If available, use a SMARTCORE STICKS™ from a different pack.
Please note that:
If not a SMARTCORE STICKS™ is used or if the SMARTCORE STICKS™ is not fully inserted, the pre-heating will stop and top white light will blink white 3x
If the SMARTCORE STICKS™ is moved or pulled out during an experience, the experience might stop
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. Before trying to remove the broken stick, make sure your device is switched off by pressing the button for 4 seconds. Allow it to cool down properly before attempting to remove the broken stick.
To confirm that the device is OFF, press the button quickly. If no lights appear, the device is off and it is safe to proceed with the extraction. If lights appear, repeat the previous step to turn off the device
2. ILUMA stick remover tool has been developed to ensure that any broken SMARTCORE STICK stuck in the device can be removed as shown in the graphic and without damage to the device.
Click here to find out how to get an ILUMA stick remover. [Market to adapt according to local process in terms of “How to get an ILUMA stick remover”]
Please, follow the steps here below to remove the broken SMARTCORE stick using the ILUMA stick remover:
1. Make sure your device and SMARTCORE stick are cooled down before proceeding
2. Carefully insert the hook of the ILUMA Stick Remover in the device until the plastic top part of the tool touches the device.
3. Once fully inserted, tilt the ILUMA Stick Remover to the side with the end of the hook pushed toward the wall of the heating chamber, as demonstrated in the graphic.
4. Keeping the ILUMA Stick Remover in this position, slowly pull the stick out by sliding the ILUMA Stick Remover upwards.
5. 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
6. Once the stick has been removed successfully, turn on the device by pressing and holding the button for 4s then release; status Lights will turn ON slowly
7. Dispose of any waste as per your local waste regulation or collect and return them to us. If you need further support, please visit one of our IQOS retails stores
Please note: IQOS ILUMA i ONE is designed to be used only with SMARTCORE sticks . Do not use IQOS ILUMA i ONE and SMARTCORE STICKS with previous IQOS 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 SMARTCORE STICKS™ that got stuck in your device, please follow the below steps
1. Make sure your device and the SMARTCORE STICKS™ are cooled down before proceeding
2. Use two fingers to carefully remove the broken SMARTCORE STICKS™. 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 SMARTCORE STICKS™ that remains in the device.
3. Once you have removed the remaining part of SMARTCORE STICKS™, check inside your device to ensure that there is no debris left in the bottom of the heating chamber.
4. Once the SMARTCORE STICKS™ has been removed successfully, turn on the device by pressing and holding the button for 4s then release; status Lights will turn ON slowly
5. Dispose of any waste as per your local waste regulation or collect and return them to us. If you need further support, please visit one of our IQOS retails stores
Please note: IQOS ILUMA i ONE is designed to be used only with SMARTCORE STICKS™ . Do not use IQOS ILUMA i and SMARTCORE STICKS™ with previous IQOS generations, as this may cause damage to your device.
Did you manage to remove the broken SMARTCORE STICKS™?
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!
Try using a new SMARTCORE STICKS™. Ensure it is correctly inserted (with the correct orientation and up to the line).
The device is designed to provide you experiences that each have up to 6 mins and/or 14 puffs whichever comes first. IQOS ILUMA i ONE is designed to be used only with SMARTCORE STICKS™. Do not use IQOS ILUMA i ONE and SMARTCORE STICKS™ with previous IQOS generations, as this may cause damage to your device.
The device must heat up for 20 second, until 4 lights turn solid white and device vibrates.
Ensure that there are intervals (time) between puffs. Leaving time between puffs, allows the device to properly heat the tobacco and generate aerosol
Make sure that the SMARTCORE STICKS™ is not pulled out or moved during experience and the device is operating within the correct temperature range (0-40°C).
FlexPuff is a feature that is activated by default on new device.
How is it working:
If the experience reaches 6 mins, it will stop regardless of the amount of aerosol used or puffs taken.
Your device will analyse the consumed volume of aerosol and will automatically activate FlexPuff feature if determined amount of aerosol has not been consumed, and you as a user may be granted 4 extra puffs, that can be used within the remainder of the 6min. The bottom light will start blinking to signal the end of the experience.
FlexPuff activation and number of puffs depend on individual usage patterns, thus extended experience might not apply to all adult consumers and/or experiences.
1. Before trying to remove the broken stick, make sure your device is switched off by pressing the button for 4 seconds. Allow it to cool down properly before attempting to remove the broken stick.
To confirm that the device is OFF, press the button quickly. If no lights appear, the device is off and it is safe to proceed with the extraction. If lights appear, repeat the previous step to turn off the device
2. ILUMA stick remover tool has been developed to ensure that any broken SMARTCORE STICK stuck in the device can be removed as shown in the graphic and without damage to the device.
Click here to find out how to get an ILUMA stick remover. [Market to adapt according to local process in terms of “How to get an ILUMA stick remover”]
Please, follow the steps here below to remove the broken SMARTCORE stick using the ILUMA stick remover:
1. Make sure your device and SMARTCORE stick are cooled down before proceeding
2. Carefully insert the hook of the ILUMA Stick Remover in the device until the plastic top part of the tool touches the device.
3. Once fully inserted, tilt the ILUMA Stick Remover to the side with the end of the hook pushed toward the wall of the heating chamber, as demonstrated in the graphic.
4. Keeping the ILUMA Stick Remover in this position, slowly pull the stick out by sliding the ILUMA Stick Remover upwards.
5. 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
6. Once the stick has been removed successfully, turn on the device by pressing and holding the button for 4s then release; status Lights will turn ON slowly
7. Dispose of any waste as per your local waste regulation or collect and return them to us. If you need further support, please visit one of our IQOS retails stores
Please note: IQOS ILUMA i ONE is designed to be used only with SMARTCORE sticks . Do not use IQOS ILUMA i ONE and SMARTCORE STICKS with previous IQOS 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 SMARTCORE STICKS™ that got stuck in your device, please follow the below steps
1. Make sure your device and the SMARTCORE STICKS™ are cooled down before proceeding
2. Use two fingers to carefully remove the broken SMARTCORE STICKS™. 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 SMARTCORE STICKS™ that remains in the device.
3. Once you have removed the remaining part of SMARTCORE STICKS™, check inside your device to ensure that there is no debris left in the bottom of the heating chamber.
4. Once the SMARTCORE STICKS™ has been removed successfully, turn on the device by pressing and holding the button for 4s then release; status Lights will turn ON slowly
5. Dispose of any waste as per your local waste regulation or collect and return them to us. If you need further support, please visit one of our IQOS retails stores
Please note: IQOS ILUMA i ONE is designed to be used only with SMARTCORE STICKS™ . Do not use IQOS ILUMA i and SMARTCORE STICKS™ with previous IQOS generations, as this may cause damage to your device.
Did you manage to remove the broken SMARTCORE STICKS™?
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!
You might have inserted incorrectly the SMARTCORE STICKS™
Try using a new SMARTCORE STICKS™. Ensure it is correctly inserted (with the correct orientation and up to the line).
The device is designed to provide you experiences that each have up to 6 mins and/or 14 puffs whichever comes first. IQOS ILUMA i ONE is designed to be used only with SMARTCORE STICKS™. Do not use IQOS ILUMA i and SMARTCORE STICKS™ with previous IQOS generations, as this may cause damage to your device.
The device must heat up for 20 second, until 4 lights turn solid white and device vibrates.
Make sure that the SMARTCORE STICKS™ is not pulled out or moved during experience and the device is operating within the correct the temperature range (0-40°C).
You might need not be using correctly the FlexPuff
FlexPuff is a feature that is activated by default on new device.
How is it working:
If the experience reaches 6 mins, it will stop regardless of the amount of aerosol used or puffs taken.
Your device will analyse the consumed volume of aerosol and will automatically activate FlexPuff feature if determined amount of aerosol has not been consumed and you as a user may be granted 4 extra puffs, that can be used within the remainder of the 6 min.
FlexPuff activation and number of puffs depend on individual usage patterns, thus extended experience might not apply to all adult consumers and/or experiences.
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!
A- The customer might not be using the device fully charged
B- The device might be outside of the operating temperature
C- Customer’s device battery capacity might be degraded by time – which is normally out of warranty
COMMUNICATE:
The device is designed for up to 20 experiences, only when it is FULLY Charged
CONFIRM TOGETHER WITH THE CONSUMER:
1. Ensure that the charging ports on both the device and the charging cable are clean and free from contamination. If not, charging will be slowed down and the time that the device need to fully charged will be increased.
2. For safe use and optimal charging, you have three options (use the AC Power Adaptor from the previous IQOS devices, purchase it separately in IQOS stores or on iqos.com, use a 3rd party Certified AC Power Adaptor (with the safety certification mark)
3. During charging, the lights will pulse. Charge level can be confirmed with a brief press and release of the button. A fully charge takes approximately 90 mins. The 4 strip lights will turn solid white and turn off when fully charged.
4. Once the device is fully charged, use it as usual until it is fully discharged. Always use the device within the operating temperature (0 and 40°C), unless an experience could be interrupted.
5. After these steps, with a full charge, can the customer’s device provider up to 20 experiences?
DECIDE:
According to the above steps and the consumer’s claim, make the decision;
Option A: Customer’s device can be charged up to 20 experiences, therefore, DO NOT replace.
Option B: Customer’s device cannot be charge and used up to 20 experience. Proceed with the next step communication
Customer’s device battery capacity might be degraded by time – which is normally out of warranty
COMMUNICATE:
As any other electronic devices, the battery performance of the device reduces over time. This is a normal situation for a battery performance on electronics.
The device is rated to be used between 0 and 40deg C. If used outside, could stop an experience or affect battery life.
The reduced battery performance may affect the charging capacity of your device.
According to the electronics industry standards and our warranty terms, battery degradations are out of warranty.
However, our customer’s satisfaction is our top priority.
CONFIRM WITH CONSUMER:
Check whether there is a device failure, or battery degradation. Device failure means that the number of experiences provided (when device is fully charged) is suddenly dropped by multiple experiences. (e.g. when the number of experiences drop from 20 to 12)
Only replace the device if there is a sudden drop in number of experiences provided, as apposed to slow degradation
Choose eligibility, if there is a sudden drop on the experiences or choose Not covered, if it is something gradual.
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. Before trying to remove the broken SMARTCORE STICKS™, make sure your device is switched off by pressing the button for 4 seconds. Allow it to cool down properly before attempting to remove the broken SMARTCORE STICKS™.
To confirm that the device is OFF, press the button quickly. If no lights appear, the device is off and it is safe to proceed with the extraction. If lights appear, repeat the previous step to turn off the device
2. Stick Remover tool has been developed to ensure that any broken SMARTCORE STICKS™ stuck in the device can be removed as shown in the graphic and without damage to the device.
Click here to visit our stores or call our Customer Care at 1800-81-0958 for further assistance.
Please, follow the steps here below to remove the broken SMARTCORE STICKS™ using the Stick Remover:
1. Make sure your device and SMARTCORE STICKS™ are cooled down before proceeding
2. Carefully insert the hook of the Stick Remover in the device until the plastic top part of the tool touches the device.
3. Once fully inserted, tilt the Stick Remover to the side with the end of the hook pushed toward the wall of the heating chamber, as demonstrated in the graphic.
4. Keeping the Stick Remover in this position, slowly pull the SMARTCORE STICKS™ out by sliding the Stick Remover upwards.
5. Once you have removed the remaining part of the SMARTCORE STICKS™, look inside your device to ensure that there is no debris left in the bottom of the heating chamber
6. Once the SMARTCORE STICKS™ has been removed successfully, turn on the device by pressing and holding the button for 4s then release; status Lights will turn ON slowly
7. Dispose of any waste as per your local waste regulation or collect and return them to us. If you need further support, please visit one of our IQOS retails stores
Please note: IQOS ILUMA i ONE is designed to be used only with SMARTCORE STICKS™ . Do not use IQOS ILUMA i ONE and SMARTCORE STICKS™ with previous IQOS generations, as this may cause damage to your device.
Did you manage to remove the broken SMARTCORE STICKS™?
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 SMARTCORE STICKS™ that got stuck in your device, please follow the below steps
1. Make sure your device and the SMARTCORE STICKS™ are cooled down before proceeding
2. Use two fingers to carefully remove the broken SMARTCORE STICKS™. 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 SMARTCORE STICKS™ that remains in the device.
3. Once you have removed the remaining part of SMARTCORE STICKS™, check inside your device to ensure that there is no debris left in the bottom of the heating chamber.
4. Once the SMARTCORE STICKS™ has been removed successfully, turn on the device by pressing and holding the button for 4s then release; status Lights will turn ON slowly
5. Dispose of any waste as per your local waste regulation or collect and return them to us. If you need further support, please visit one of our IQOS retails stores
Please note: IQOS ILUMA i ONE is designed to be used only with SMARTCORE STICKS™ . Do not use IQOS ILUMA i and SMARTCORE STICKS™ with previous IQOS generations, as this may cause damage to your device.
Did you manage to remove the broken SMARTCORE STICKS™?
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!
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!
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.
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!
1. Press and hold down the ON/OFF button on the device for 10 seconds until status lights fade out
Please note: If your IQOS ILUMA i ONE 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.
2. RESET is confirmed when status lights fade in, blink twice fast, ramp up and then the current device charge level will be showed
Is the device connecting properly now? In case the device is not vibrating when expected or constantly vibrating, please select “NO”
Overheating or plastic softening around the USB charging port/cable
[Knowledge only, NOT to communicate]
A- This can happen whilst charging only. It can also be described by the user as melting
B- This can be caused by contamination in the USB connectors that can interfere with the transmission of the current and cause overheating. Refer to Product Notification PN006 for further details.
COMMUNICATE:
Inform the customer that contamination such as fluff, dirt, dust or moisture in the USB connectors can interfere with the transmission of current from the AC power adaptor to the device and cause overheating.
Advice to let the device cool down before handling it.
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!
Overheating or plastic softening around the USB charging port/cable
[Knowledge only, NOT to communicate]
A- This can happen whilst charging only. It can also be described by the user as melting
B- This can be caused by contamination in the USB connectors that can interfere with the transmission of the current and cause overheating. Refer to Product Notification PN006 for further details.
CONFIRM TOGETHER WITH THE CONSUMER:
1. Ask to clean or dry the USB port of the device.
Suggest to not use metal tool to clean the device in order to avoid damaging it.
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!
Overheating or plastic softening around the USB charging port/cable
[Knowledge only, NOT to communicate]
A- This can happen whilst charging only. It can also be described by the user as melting
B- This can be caused by contamination in the USB connectors that can interfere with the transmission of the current and cause overheating. Refer to Product Notification PN006 for further details.
CONFIRM TOGETHER WITH THE CONSUMER:
Ask to clean or dry the USB port of on the charging cable.
Try charging your device port again. Do not leave the device unattended for the first few minutes of charge to check for potential overheating
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!
1. Press and hold down the ON/OFF button on the device for 10 seconds until status lights fade out
Please note: If your IQOS ILUMA i ONE 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.
2. RESET is confirmed when status lights fade in, blink twice fast, ramp up and then the current device charge level will be showed.
1. IQOS ILUMA i ONE is designed to be used only with SMARTCORE STICKS™: ensure you are using SMARTCORE STICKS™. Do not use IQOS ILUMA i ONE and SMARTCORE STICKS™ with previous IQOS generations, as this may cause damage to your device.
2. Ensure the SMARTCORE STICKS™ are placed in the right direction and the line just above the top of the device.
3. Try with another SMARTCORE STICKS™ properly inserted. If available, use a SMARTCORE STICKS™ from a different pack.
4. Try to visit an IQOS store to get further support with your device.
IQOS ILUMA heats tobacco, not liquid. Enter your month and year of birth to confirm that you are 18 years old or over and a smoker.
IQOS ILUMA heats tobacco, not liquid. Enter your month and year of birth to confirm that you are 18 years old or over and a smoker.
Are you 18 years old or over and living in Malaysia?
The website contains information about Philip Morris International smoke-free products, which are exclusively for adults in Malaysia who would otherwise continue to use other nicotine products. Smoke-free products are not an alternative to quitting and are not designed as cessation aids. They are not-risk free and contain nicotine, which is addictive. Only use by adults. Please visit important information page for further risk information. By continuing to use the website, you confirm that you have read and accepted our Terms of Use & Privacy Notice.
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