Frequently Asked Questions

IQOS ILUMA iTM is the latest generation of IQOS ILUMATM heating devices, which heat tobacco rather than burn it using the SMARTCORE INDUCTION SYSTEMTM. 

IQOS ILUMA iTM devices deliver a clean, seamless and pleasurable experience, with advanced features that let you enjoy your experience in a flexible way. 

The range includes three devices: IQOS ILUMA i PRIME, IQOS ILUMA i and IQOS ILUMA i ONE.

IQOS ILUMA i PRIMETM and IQOS ILUMA iTM are equipped with a new Touch Screen that shows key information about your experience at a glance: 

  • Pre-heating status (duration and completion)
  • Time left for your experience
  • Number of available experiences (one or two)

With IQOS ILUMA i PRIMETM and IQOS ILUMA iTM you also get these advanced features:

  • A consistent experience with up to 3 consecutive uses (only in Performance Mode when Pause is not activated)
  • Pause Mode — pause your experience and resume it later
  • FlexPuff — a more flexible experience that adapts to how you puff
  • FlexBattery — two Holder battery modes (Performance or Eco)

With IQOS ILUMA i ONETM you get:

  • Up to 20 consecutive uses on a full charge
  • FlexPuff — a flexible experience that adapts to how you puff
  • AutoStart / AutoStop — experience starts and stops automatically

IQOS ILUMA i devices are designed to be used only with SMARTCORE STICKTM.

For full details, see the Important Information section on the website.

IQOS ILUMATM and IQOS ILUMA iTM are both alternatives to cigarettes that heat tobacco with the SMARTCORE INDUCTION SYSTEMTM. IQOS ILUMA i is the next generation of IQOS ILUMA heating devices.

What's new with IQOS ILUMA i PRIMETM and IQOS ILUMA iTM

New Touch Screen showing:

  • Pre-heating status (duration and completion)
  • Time left for your experience
  • Number of available experiences (one or two)

New advanced features that adapt your experience to how you use the device:

  • Pause Mode — pause your experience
  • FlexPuff — flexible experience that adapts to your puffing pattern
  • FlexBattery — adjust the Holder battery mode

What's new with IQOS ILUMA i ONETM

  • AutoStart / AutoStop feature
  • FlexPuff — flexible experience that adapts to your puffing pattern

Compatibility between IQOS ILUMA i PRIMETM and IQOS ILUMA iTM

Yes — they are compatible. You can charge an IQOS ILUMA i PRIMETM Holder in an IQOS ILUMA iTM Pocket Charger and vice versa. The charging cable and AC Power Adaptor are the same.

Compatibility between IQOS ILUMATM and IQOS ILUMA iTM devices

Yes — they are compatible. You can charge an IQOS ILUMA iTM Holder using IQOS ILUMATM devices and vice versa (applies to IQOS ILUMATM and IQOS ILUMA PRIMETM).

The charging cable and AC Power Adaptor from IQOS ILUMATM devices also work with IQOS ILUMA iTM devices. IQOS ILUMA accessories are compatible with the corresponding IQOS ILUMA iTM devices, and vice versa.

Yes, you can use the AC Power Adaptor from previous IQOSTM devices (IQOSTM 3, IQOS 3 DUOTM, IQOS 3 MULTITM, IQOS ORIGINALS DUOTM, IQOS ORIGINALS ONETM and IQOS ILUMATM).

Required charging cable: type C.

For optimal charging, make sure your AC Power Adaptor:

  1. Supplies 10W (5V 2A — 5 Volts, 2 Amperes)
  2. Has the safety certification mark (indicated by the CE conformity symbol, or is compliant with applicable [country] regulations)

You can check the power information on the packaging or on the adaptor itself.

The AC Power Adaptor is now sold separately. For safe use and optimal charging, you have three options:

  • Use the AC Power Adaptor from a previous IQOSTM device (IQOSTM 3, IQOS 3 DUOTM, IQOS 3 MULTITM, IQOS ORIGINALS DUOTM, IQOS ORIGINALS ONETM or IQOS ILUMATM)
  • Purchase one separately in IQOSTM stores or on iqos.com
  • Use a third-party certified AC Power Adaptor (5V 2A with the safety certification mark — widely available in major convenience stores)

Whichever option you choose, make sure the charging port of the device is clean and free of dirt, particles or dust.

If you use a third-party certified AC Power Adaptor, make sure it:

  • Supplies 10W (5V 2A — 5 Volts, 2 Amperes; shown on the packaging or on the adaptor)
  • Has the safety certification mark (indicated by the PSE conformity symbol)
  • Is compatible with the IQOSTM cable (type C)
  • Is not using lower power — this increases charging time and may cause improper charging, malfunction or safety risks

You can check the power information on the packaging or on the AC Power Adaptor itself.

Whichever option you choose, make sure the USB port of the device is clean and free of dirt, particles or dust.

Yes. A 5V 3A (5 Volts, 3 Amperes) adaptor can be used to charge IQOS ILUMA iTM devices. The charging current will remain 5V 2A.

For optimal charging with a third-party certified AC Power Adaptor, make sure it:

  • Supplies 10W (5 Volts and/or 2 Amperes) or above — widely available in major convenience stores
  • Does not use lower power — lower power increases charging time
  • Has the safety certification mark (indicated by the CE conformity symbol, or is compliant with applicable [country] regulations)

You can check the power information on the packaging or on the AC Power Adaptor itself.

An over-power AC Power Adaptor can be used (5V 2A or above) — these are widely available in major convenience stores. The charging current will remain 5V 2A.

A lower-power AC Power Adaptor will result in longer charging time.

Power and certification information can be checked on the packaging or on the AC Power Adaptor itself.

Available on all IQOS ILUMA iTM devices, FlexPuff is an advanced feature that enables a more flexible experience than before.

Depending on how you puff, FlexPuff adapts to you and may provide 4 extra puffs (on top of the standard 14 puffs) within an experience of up to 6 minutes.

FlexPuff is designed to work with tobacco sticks. Activation and the number of extra puffs depend on individual usage patterns, so extra puffs might not apply to all adult consumers and/or experiences.

Note: if you use Pause, FlexPuff will not work for that experience. You can also activate or deactivate this feature in the IQOS App.

No action is required from you — the system analyses your experience automatically.

How it works:

Towards the end of the experience, your device analyses whether the stick has been fully consumed.

If the stick is not fully consumed, 4 extra puffs will be automatically added to your experience, and the Touch Screen will indicate it (image 3).

The light ring extends counter-clockwise to the 9 o'clock position (image 4).

The additional puffs are nearly complete (image 5).

Available only on IQOS ILUMA i PRIMETM and IQOS ILUMA iTM devices, Pause Mode is an advanced feature that lets you pause your experience for up to 8 minutes and then resume it.

If you do not resume your experience within 8 minutes, the Holder switches off automatically and the experience ends.

Use the Touch Screen to check whether Pause Mode is available:

  • In Performance Mode, during the first 3 minutes or first 8 puffs of the experience
  • In Performance Mode (default setting), for one of the two consecutive uses

How to use:

  • Swipe down across the entire Touch Screen to pause. A vibration confirms the pause has started.
  • During the pause, the LEDs on the Touch Screen fade out one by one (counter-clockwise) from the 12 o'clock position as the pause countdown progresses
  • If the experience is not resumed within 8 minutes, the Holder turns off. One vibration indicates when the pause is close to ending
  • Swipe up across the entire Touch Screen to resume the experience. When Pause Mode is activated, the experience is limited to 14 puffs in total (before and after the pause).
  • After resuming, preheating takes about 20 seconds — the Touch Screen shows the light completing its round.
  • A vibration and light indicator confirm that the Holder is ready for use

Available only on IQOS ILUMA i PRIMETM and IQOS ILUMA iTM devices, FlexBattery is an advanced feature that lets you use your Holder battery in Performance Mode or Eco Mode.

Your device is set to Performance Mode by default, but you can switch to Eco Mode in the IQOS App.

Performance Mode (default):

2 consecutive uses of up to 6 minutes each, with 1 pause available for one of them, or up to 3 consecutive uses of up to 6 minutes each, without pause.

Note: the screen will not display a 3rd available experience. After the 2nd experience, the screen shows one more available experience (one dash). When no more experiences are available, the screen shows the number "0".

Eco Mode (activated in the IQOS App):

Your Holder is set for a single use only, lasting up to 6 minutes.

Pause Mode is not available in this mode.

FlexBattery mode is changed through the IQOS App.

Eco Mode extends the lifespan of the Holder battery by up to one year (only when fully used in Eco Mode throughout the lifespan of the Holder; actual results may vary depending on personal consumption).

Available only on IQOS ILUMA i PRIMETM and IQOS ILUMA iTM devices: you can check the number of available experiences on the Touch Screen.

Short-press the Touch Screen:

  • Two horizontal dashes — 2 available experiences
  • One horizontal dash — 1 available experience
  • One horizontal dash after the 2nd experience — a 3rd experience is available
  • The number "0" — the battery is depleted, no experiences available; charge your Holder

On IQOS ILUMA i PRIMETM and IQOS ILUMA iTM devices, the Touch Screen has two LED intensity levels: High and Low.

To change the LED intensity, tap the Touch Screen five times. The LED intensity switches between 100% (High) and 30% (Low).

Your IQOS ILUMA i Device

Get to know your IQOS ILUMA i PRIME

IQOS ILUMA i PRIMETM is the new generation of IQOS ILUMATM devices, offering a range of advanced features for a clean, seamless and more flexible experience than before.

It is equipped with the new Touch Screen, which shows key information about your experience at a glance

  • Pre-heating status (duration and completion)
  • Time left for your experience
  • Number of available experiences (one or two)

You also get new advanced features that adapt your experience to your usage:

  • Up to 3 consecutive uses (only in Performance Mode when Pause is not activated)
  • Pause Mode — pause and resume your experience
  • FlexPuff — up to 4 extra puffs (FlexPuff is designed to work with tobacco sticks. Activation and number of puffs depend on individual usage patterns, so extra puffs might not apply to all adult consumers and/or experiences. FlexPuff does not activate when Pause is used.)
  • FlexBattery — adjustable Holder battery with two modes

IQOS ILUMA i PRIMETM is designed to be used only with SMARTCORE STICKTM.

IQOS ILUMA i PRIMETM is available in 4 colours: Breeze Blue, Aspen Green, Garnet Red and Midnight Black.

IQOS ILUMA i PRIMETM is not risk-free and provides nicotine, which is addictive.

For more details, please refer to the Important Information section at iqos.com.

The serial number is a fourteen-character code.

The serial number of the Pocket Charger is on the back of the device.

The serial number of the Holder is on the surface of the Holder.

  • Turn on the device — press and hold the Pocket Charger Button for 4 seconds, then release. The Pocket Charger Status Lights and Holder Status Lights turn on slowly.
  • Insert the Holder into the Pocket Charger and close the Wrap to charge. The Holder Status Light shows the Holder battery level.
  • Insert the SMARTCORE STICKTM to the line on the filter until the Holder vibrates (image 1).
  • Preheating starts automatically (AutoStart), or by swiping up on the Touch Screen. The Touch Screen shows preheating status (approximately 20 seconds) (image 2). 
  • After the 2nd vibration, you can start using the device (image 3).
  • The countdown light on the Touch Screen indicates the remaining time of the experience (image 4).
  • Nearly complete — to signal the last 30 seconds or last 2 puffs, the Holder vibrates.
  • Remove the used SMARTCORE STICKTM and dispose of it in line with the Safety Warnings and Instructions.
  • Insert the Holder back into the Pocket Charger to recharge.

Before first use, fully charge the Pocket Charger with a compatible AC Power Adaptor (5V, 2A, Type C output) and a Type C charging cable from an electrical outlet.

A full charge takes approximately 135 minutes (2 hours 15 minutes).

You can charge the IQOS ILUMA i PRIMETM Pocket Charger with or without the Holder inserted.

It can take up to 10 minutes to fully charge the Holder for the first time (after opening the packaging) or after a long period of inactivity. This is normal.

The IQOS ILUMA i PRIMETM Pocket Charger does not require a full charge to work, but we recommend fully charging it before the first use.

To charge your Holder, insert it into the Pocket Charger and close the Wrap. The Holder Status Light shows the Holder battery level. 

To check the Pocket Charger battery level, short-press the Pocket Charger Button. Status Lights turn on to indicate the battery level:

  • 4 LEDs — more than 75% charged
  • 1 LED — less than 25%
  • 1 LED with an orange triple blink — battery depleted; needs charging

To check the Holder status, tilt the Holder towards you or short-press the Touch Screen. The Holder Status Lights show the battery level.

If the battery is depleted, the Touch Screen shows a zero inside the light ring, with no lights on the light ring.

To reset your IQOS ILUMA i PRIMETM, place the Holder in the Pocket Charger and press the Pocket Charger Button for 10 seconds. All Status Lights turn off, blink twice, and turn back on to confirm the reset.

Get to know your IQOS ILUMA i

IQOS ILUMA iTM is the latest innovation in heating devices, offering a range of advanced features for a seamless, clean and more flexible experience than before.

It is equipped with the new Touch Screen, which shows key information about your experience at a glance:

  • Pre-heating status (duration and completion)
  • Time left for your experience
  • Number of available experiences (one or two)

You also get new advanced features that adapt your experience to your usage:

  • Up to 3 consecutive uses (only in Performance Mode when Pause is not activated)
  • Pause Mode — pause and resume your experience
  • FlexPuff — up to 4 extra puffs (FlexPuff is designed to work with tobacco sticks. Activation and number of puffs depend on individual usage patterns, so extra puffs might not apply to all adult consumers and/or experiences. FlexPuff does not activate when Pause is used.)
  • FlexBattery — adjustable Holder battery with two modes

IQOS ILUMA iTM is designed to be used only with SMARTCORE STICKTM.

IQOS ILUMA iTM is available in 5 colours: Breeze Blue, Leaf Green, Digital Violet, Vivid Terracotta and Midnight Black.

IQOS ILUMA iTM is not risk-free and provides nicotine, which is addictive.

For more details, please refer to the Important Information section at iqos.com.

The serial number is a fourteen-character code.

The serial number of the Pocket Charger is on the back of the device, once you remove the door.

The serial number of the Holder is on the surface of the Holder.

  • Turn on the device — press and hold the Pocket Charger Button for 4 seconds, then release. The Pocket Charger Status Lights and Holder Status Lights turn on slowly. 
  • Insert the Holder into the Pocket Charger and close the Door to charge. The Holder Status Light shows the Holder battery level. 
  • Insert the SMARTCORE STICKTM to the line on the filter until the Holder vibrates (image 1). 
  • Preheating starts automatically (AutoStart), or by swiping up on the Touch Screen. The Touch Screen shows preheating status (approximately 20 seconds) (image 2).
  • After the 2nd vibration, you can start using the device (image 3).
  • The countdown light on the Touch Screen indicates the remaining time of the experience (image 4).
  • Nearly complete — to signal the last 30 seconds or last 2 puffs, the Holder vibrates.
  • Remove the used SMARTCORE STICKTM and dispose of it in line with the Safety Warnings and Instructions.
  • Insert the Holder back into the Pocket Charger to recharge.

Before first use, fully charge the Pocket Charger with a compatible AC Power Adaptor (5V, 2A, Type C output) and a Type C charging cable from an electrical outlet.

A full charge takes approximately 135 minutes (2 hours 15 minutes).

You can charge the IQOS ILUMA iTM Pocket Charger with or without the Holder inserted. 

It can take up to 10 minutes to fully charge the Holder for the first time (after opening the packaging) or after a long period of inactivity. This is normal.

The IQOS ILUMA iTM Pocket Charger does not require a full charge to work, but we recommend fully charging it before the first use.

To charge your Holder, insert it into the Pocket Charger and close the Wrap. The Holder Status Light shows the Holder battery level. 

To check the Pocket Charger battery level, short-press the Pocket Charger Button. Status Lights turn on to indicate the battery level:

  • 4 LEDs — more than 75% charged
  • 1 LED — less than 25%
  • 1 LED with an orange triple blink — battery depleted; needs charging

To check the Holder status, tilt the Holder towards you or short-press the Touch Screen. The Holder Status Lights show the battery level.

If the battery is depleted, the Touch Screen shows a zero inside the light ring, with no lights on the light ring.

To reset your IQOS ILUMA iTM, place the Holder in the Pocket Charger and press the Pocket Charger Button for 10 seconds. All Status Lights turn off, blink twice, and turn back on to confirm the reset.

Get to know your IQOS ILUMA i ONE

IQOS ILUMA i ONETM is the latest innovation in heating devices, offering a range of advanced features for a clean, seamless and more flexible experience than before.

IQOS ILUMA i ONETM is an all-in-one, pocket-sized solution for use on the go. It offers:

  • A consistent experience with 20 consecutive uses without recharging
  • Up to 4 extra puffs with FlexPuff (FlexPuff is designed to work with tobacco sticks. Activation and number of puffs depend on individual usage patterns, so extra puffs might not apply to all adult consumers and/or experiences. FlexPuff does not activate when Pause is used.)
  • AutoStart / AutoStop feature

IQOS ILUMA i ONETM is designed to be used only with SMARTCORE STICKTM.

Available in 5 colours: Breeze Blue, Leaf Green, Digital Violet, Vivid Terracotta and Midnight Black.

IQOS ILUMA i ONETM is not risk-free and provides nicotine, which is addictive.

For more details, please refer to the Important Information section at iqos.com.

The serial number is a fourteen-character code, located on the back of the device.

  • Turn on the device — press and hold the Button for 4 seconds, then release. The Status Lights turn on slowly.
  • Slide the cap to open.
  • Insert the SMARTCORE STICKTM to the line on the filter until the device vibrates and the lights pulse (image 1).
  • Preheating starts automatically (AutoStart), or by pressing the Button for 1 second (takes approximately 20 seconds).
  • After the 2nd vibration and once the Status Light stays fixed, you can start using the device (image 2).
  • During use, the Status Light indicates the remaining time (image 3).
  • To signal the last 30 seconds or last 2 puffs, the device vibrates once and one light pulses white (image 4).
  • Remove the SMARTCORE STICKTM.
  • Slide the cap back to close.

IQOS ILUMA i ONETM is equipped with AutoStart / AutoStop. The experience stops automatically if the SMARTCORE STICKTM is moved or removed from the device.

Before first use, fully charge your device with a compatible AC Power Adaptor (5V, 2A, Type C output) and a USB-C charging cable from an electrical outlet.

A full charge takes approximately 90 minutes (1 hour 30 minutes).

IQOS ILUMA i ONETM does not require a full charge to work, but we recommend fully charging it before the first use.

To check the battery level, short-press the Button. Status Lights turn on to indicate the battery level:

  • 4 LEDs — more than 75% charged
  • 1 LED — less than 25%
  • 1 LED with an orange triple blink — battery depleted; needs charging

To reset IQOS ILUMA i ONETM, press the Button for 7 seconds, then release. All Status Lights turn off, blink twice, and turn back on.

Lights blink yellow — battery depleted; needs charging.

Lights blink white twice — the device is outside the operating temperature range (0°C – 40°C).

Lights blink red — reset the device. If the red blinking persists, contact us or visit the nearest IQOSTM Store for assistance.

Troubleshooting

If you see an unusual screen indication, it may mean one of the following. Applicable only to IQOS ILUMA i PRIMETM and IQOS ILUMA iTM.

Screen: 2 vertical lines (one at the top, one at the bottom) alternating sides 3 times

Issue: The device is outside the operating temperature range

Action: Bring the device to the optimal temperature range (0 – 40°C)

Screen: One or two horizontal lines blinking 8 times

Issue: Battery end of life; one or both experiences permanently lost

Action: Eligibility replacement check

Screen: Letter "E" flashing 3 times

Issue: Proximity to a magnet affecting the device / device malfunction / firmware update failed or interrupted

Action: Reset the device

Screen: Number "0" flashing 3 times

Issue: Low battery

Action: Charge the Holder by inserting it in a charged Pocket Charger

Screen: Horizontal line with a circle underneath

Issue: Device locked

Action: Deactivate the "Device Lock" feature in the IQOS App

Screen: No lights

Issue: Holder off / Holder discharged / dirty contacts / broken Holder

Action: Switch on the Holder, charge it or clean it. If the Holder is broken, contact us or visit the nearest IQOS Store for assistance.

Screen: 3 horizontal lines appear in waves 3 times

Issue: AutoStart is disabled (even when the stick is inserted)

Action: Activate the AutoStart feature in the IQOS App

Applicable only to IQOS ILUMA i PRIMETM and IQOS ILUMA iTM. This may happen for several reasons — check the following:

Your device may be in Eco Mode (FlexBattery feature):

  • In Eco Mode, the Holder is set for a single use only, lasting up to 6 minutes
  • In Eco Mode, the Holder always shows one horizontal line (when fully charged)
  • You can switch the FlexBattery setting to Performance Mode in the IQOS App, which allows multiple consecutive uses

Discharged Holder:

  • The Pocket Charger should be sufficiently charged (at least one solid white light) to fully charge the Holder
  • Place the Holder in a charged Pocket Charger and leave it there until the two Holder lights on the Pocket Charger turn solid white

Dirty contacts:

  • Clean the contacts on the Holder and on the Pocket Charger (where the Holder connects to the Pocket Charger)

Outside the optimal temperature range:

  • The operating temperature range for IQOS ILUMA iTM devices is 0°C – 40°C. Outside this range, an experience may be interrupted or may not start
  • Bring the device to the optimal temperature range

Battery degraded:

  • If the lights blink 8 times during use after 12 months from purchase — this is normal battery degradation
  • If the lights blink 8 times during use before 12 months from purchase — eligibility replacement check

Humid sticks:

  • If the SMARTCORE STICKSTM are humid, the device may need more energy per use, which can discharge the battery more quickly
  • To store SMARTCORE STICKSTM in optimal conditions, keep them in a closed pack and do not expose them to humidity or humid weather conditions 

Applicable only to IQOS ILUMA i PRIME and IQOS ILUMA i. This may happen for several reasons:

You are using Pause in Performance Mode:

  • With a fully charged Holder in Performance Mode (FlexBattery feature), a 3rd consecutive experience is available only if you do not use Pause during the first two experiences
  • If you use Pause, the device delivers only 2 consecutive uses

Holder is not fully charged:

  • Charge your Holder by placing it in a charged Pocket Charger
  • Note: the Touch Screen does not display a 3rd available experience even if the Holder is fully charged and the experience is available

Device is outside the optimal temperature range:

  • Outside the 0°C – 40°C range, the device may need more energy per use and discharge the battery more quickly
  • Bring the device to the optimal temperature range

Humid sticks:

  • Humid SMARTCORE STICKTM may cause the device to use more energy per use and discharge the battery more quickly
  • Keep SMARTCORE STICKTM in a closed pack and away from humid conditions

Battery degradation:

  • Battery degradation can occur over time, as with any electronic device
  • In this case, replacement is not covered by the warranty

Applicable only to IQOS ILUMA i PRIMETM and IQOS ILUMA iTM. This is a normal situation and may happen because you are using Performance Mode (FlexBattery feature). In this mode, your device can deliver up to 3 consecutive uses without Pause.

You can change the battery setting in the IQOS App to Eco Mode. In Eco Mode, the Holder is set for a single use only, lasting up to 6 minutes. Pause Mode is not available in Eco Mode.

There may be several reasons for this:

Incorrect stick:

  • The device is designed to work only with SMARTCORE STICKTM. Any other product may affect experience duration or prevent it from starting

Incorrect stick insertion or usage:

  • Make sure you insert the SMARTCORE STICKTM the right way
  • Insert the SMARTCORE STICKTM to the line on the filter, with the coloured part facing outward
  • Allow pre-heating to complete and do not pull or move the stick during the experience

Device is outside the optimal temperature range:

  • Outside the 0°C – 40°C range, the device may need more energy, which can discharge the battery more quickly
  • Bring the device to the optimal temperature range

Pause Mode activated by mistake (applicable to IQOS ILUMA i PRIME and IQOS ILUMA i):

  • If you accidentally swipe down across the entire Touch Screen, Pause Mode is activated and the experience is temporarily stopped. If it is not resumed within 8 minutes, the experience will end.

Dirt or objects in the heating chamber: check the heating chamber for broken sticks, debris or other objects. Do not insert any sharp objects into the heating chamber — this may damage your device.

By default on a new device, AutoStart is activated. You can also swipe your finger up from the bottom to the top of the screen to start the experience manually. Make sure your device is turned on.

If you have difficulty starting the experience automatically when you insert the stick, check the following:

Discharged Holder:

  • The Pocket Charger should be sufficiently charged (at least one solid white light) to fully charge the Holder
  • Place the Holder in a charged Pocket Charger and leave it there until the two Holder lights on the Pocket Charger turn solid white

Device is locked:

  • Deactivate the device lock in the IQOS App

Device is outside the optimal temperature range:

  • The operating temperature range for IQOS ILUMA i devices is 0°C – 40°C. Outside this range, an experience may be interrupted or may not start
  • Bring the device to the optimal temperature range

AutoStart is deactivated:

  • If a stick is inserted and AutoStart is disabled, 3 horizontal lines appear in waves 3 times
  • Open the IQOS App and make sure AutoStart is activated and Device Lock is deactivated

Incorrect stick or incorrect stick insertion:

  • The device is designed to work only with SMARTCORE STICKTM. Any other product may affect experience duration or prevent it from starting
  • Make sure the SMARTCORE STICKTM is fully inserted (approximately up to the line)

To confirm that the experience has started, the device vibrates and the ring slowly appears from the bottom of the screen until it fully closes.

By default on a new device, AutoStart is activated. Preheating should start automatically (AutoStart), or by pressing the Button for 1 second. 

If you have difficulty starting the experience automatically when you insert the stick, check the following:

Discharged device:

  • The device should be sufficiently charged (at least one solid white light)
  • Charge the device with the compatible charging cable and AC Power Adaptor
  • If fully discharged, the device lights may take a few seconds to turn on
  • A full charge takes approximately 90 minutes. The 4 lights turn solid white and then switch off when fully charged

Device is locked:

  • Deactivate the device lock in the IQOS App

Device is outside the optimal temperature range:

  • The operating temperature range for IQOS ILUMA iTM devices is 0°C – 40°C. Outside this range, an experience may be interrupted or may not start
  • Bring the device to the optimal temperature range

AutoStart is deactivated:

  • Open the IQOS App and make sure AutoStart is activated and Device Lock is deactivated

Incorrect stick or incorrect stick insertion:

  • The device is designed to work only with SMARTCORE STICKTM. Any other product may affect experience duration or prevent it from starting
  • Make sure the SMARTCORE STICKTM is fully inserted (approximately up to the line)

To confirm that the experience has started, the device vibrates.

If you have not used the device for a long period of time, first try charging it to make sure it still works. Check for any visible damage before use.

If you notice any malfunction during use, stop using the device.

When you start charging after a long period of inactivity — i.e. when the battery is completely depleted — the charging lights may not appear for up to 10 minutes. This is normal.

Applicable only to IQOS ILUMA i PRIMETM and IQOS ILUMA iTM. Check the following as possible causes:

  • Incorrect manipulation: open the IQOS App and make sure Performance Mode and Pause are turned on. Pause Mode is indicated by 2 short vertical lines at the top of the Touch Screen and is activated by swiping down across the entire Touch Screen on the Holder.
  • Pause is already used: Pause Mode is available for only one of the first two experiences delivered by a fully charged Holder (Performance Mode).
  • Eco Mode is activated: Pause Mode is available only in Performance Mode (FlexBattery feature) — not in Eco Mode. To enable Pause Mode, switch FlexBattery from Eco Mode to Performance Mode in the IQOS App.
  • Too late in the experience: Pause Mode is available only within the first 3 minutes or first 8 puffs of the experience. Outside this window, it will not activate.
  • Right gesture: the correct gesture is to swipe down across the entire Touch Screen — this prevents unintentional activation. 
  • Battery degradation: eligibility replacement check as per Fault Tree.

FlexPuff is designed to work with tobacco sticks. Activation and number of puffs depend on individual usage patterns, so extra puffs might not apply to all adult consumers and/or experiences.

You may face issues with FlexPuff if:

  • Pause is activated: make sure Pause is not activated during the experience (swipe down across the Touch Screen) — this prevents FlexPuff from activating.
  • FlexPuff is deactivated in the IQOS App: activate FlexPuff in the IQOS App.
  • You take large puffs: FlexPuff is unlikely to activate, as a lot of aerosol is used during the experience. 
  • For markets with LEVIA:
    • FlexPuff is designed to work with SMARTCORETM tobacco sticks 
    • FlexPuff may sometimes also activate with LEVIA sticks. This is normal.

When extra puffs are granted, the Touch Screen shows a light travelling around the ring. The ring then extends counter-clockwise towards the end of the experience.

FlexPuff is designed to work with tobacco sticks. Activation and number of puffs depend on individual usage patterns, so extra puffs might not apply to all adult consumers and/or experiences.

FlexPuff may not activate for one of the following reasons:

  • Incorrect stick: the device is designed to work only with SMARTCORE STICKTM. Any other product may affect experience duration or prevent it from starting.
  • Incorrect stick insertion: make sure you insert the SMARTCORE STICKTM the right way. Insert it to the line on the filter, with the filter facing outward.
  • Dirt or objects in the heating chamber: check for broken sticks, debris or other objects. Do not insert any sharp objects — this may damage your device.
  • Device malfunction: reset your device. If that does not resolve the issue, contact us or visit the nearest IQOSTM Store for assistance.
  • FlexPuff is deactivated in the IQOS App: activate FlexPuff in the IQOS App.
  • You take large puffs: FlexPuff is unlikely to activate, as a lot of aerosol is used during the experience.

Applicable only to IQOS ILUMA i PRIMETM and IQOS ILUMA iTM.

If you have difficulty using the Touch Screen, check the following:

  • You are not wearing gloves
  • Your fingers are clean and dry
  • The screen is not broken or cracked
  • The screen is clean and dry

If there are no lights on the screen, check whether:

  • Your Holder is on
  • Your Holder is charged
  • Your Holder has not been damaged

If there are lights on the screen, perform a reset.

If there is physical damage and the steps above did not resolve the issue, contact us or visit the nearest IQOS Store for assistance.

IQOS App

To change your settings, go to the IQOS App homepage, select your device and follow the on-screen instructions. 

Customisable features (also available for all IQOS ILUMATM devices):

  • Lock/unlock device
  • AutoStart/AutoStop
  • Smart Gestures
  • Vibrations
  • Illumination mode
  • Rename my device
  • Locate my device
  • Diagnose and resolve an issue

New advanced features (for IQOS ILUMA iTM devices):

  • FlexBattery (not available on IQOS ILUMA i ONETM): Performance Mode or Eco Mode
  • FlexPuff

Important for changing FlexBattery modes:

When you switch from Performance Mode to Eco Mode (or vice versa), take the Holder out of the Pocket Charger and re-insert it to apply the change.

Please follow the instructions on the app screen.

FlexBattery* and FlexPuff are the new customisable features for IQOS ILUMA iTM devices. You can activate or deactivate them through the IQOS App.

FlexBattery* is an advanced feature that lets you use your Holder battery in Performance Mode or Eco Mode:

  • Your device is set to Performance Mode by default
  • Eco Mode extends the lifespan of your Holder battery by up to one year (only when fully used in Eco Mode throughout the lifespan of the Holder; actual results may vary depending on personal consumption)
  • Note: Pause Mode is not available in Eco Mode

FlexPuff is an advanced feature that enables a more flexible experience than before.

FlexPuff may provide 4 extra puffs (FlexPuff is designed to work with tobacco sticks. Activation and number of puffs depend on individual usage patterns, so extra puffs might not apply to all adult consumers and/or experiences. FlexPuff does not activate when Pause is used.)

Illumination modes: Strong or Low. Smart Gestures: Active / Not active.

*Not available on IQOS ILUMA i ONE.

Warranty

The IQOS warranty lasts 12 months from the date of purchase of your IQOS ILUMA iTM device (Pocket Charger and Holder) in your country.

The IQOS warranty covers repair or replacement of the IQOS ILUMA iTM Holder and/or Pocket Charger if they show a defect in material or workmanship, when used in line with the User Guide.

If you register your IQOS ILUMA i device within 30 days of purchase, you can extend this warranty to 2 years for any IQOS ILUMA iTM device.

For registered IQOS ILUMA i PRIMETM devices, on top of the extended IQOS Warranty, you also get 2 years of Accidental Damage protection.

The IQOS warranty does not cover electronic accessories (such as power adaptors and charging cables) or non-electronic accessories (such as wraps, sleeves and doors).

If a repair is not possible, we will provide a replacement product or component with equivalent functionality, matching colour and model (subject to availability).

The IQOS warranty is in addition to, and without prejudice to, all rights and remedies you have under the consumer protection law in the country of purchase. Terms and conditions apply.

For more details, please refer to the warranty card in your IQOS ILUMA iTM kit or to iqos.com.

Products with an expired warranty are excluded from the warranty service.

No — if your device needs to be replaced, it will be replaced with the same model (i.e. an IQOS ILUMA device will be replaced with an IQOS ILUMA device).

All IQOS ILUMATM and IQOS ILUMA iTM devices come with a 1-year IQOS warranty.

For certain devices, if you register within 30 days of purchase, we offer an extended IQOS warranty and additional services.

This is in addition to, and without prejudice to, all rights and remedies provided by law. Terms and conditions apply.

Comparison of IQOS ILUMATM and IQOS ILUMA iTM device warranties:

DeviceNon-Registered DevicesRegistered Devices
IQOS ILUMA, IQOS ILUMA i, IQOS ILUMA i ONEStatutory warranty
&
IQOS Warranty: 1 year
Statutory warranty
&
IQOS Warranty: 1 year
&
Extended IQOS Warranty: + 1 year
IQOS ILUMA i PRIMEStatutory warranty
&
IQOS Warranty: 1 year
Statutory warranty
&
IQOS Warranty: 1 year
&
Extended IQOS Warranty: + 1 year
&
Accidental Damage protection: 2 years (one replacement for a registered kit — granted once, either for the Holder or the Charger, whichever needs it first)
IQOS ILUMA PRIME, IQOS ILUMA ONEStatutory warranty
&
IQOS Warranty: 1 year
Statutory warranty
&
IQOS Warranty: 1 year