Frequently Asked Questions

IQOS ILUMA PRIME and IQOS ILUMA i devicesare our premium devices with an innovative design and materials. These devices heat SMARTCORE STICKSTM from within, instead of burning it. IQOS ILUMA PRIME and IQOS ILUMA i ONE when used with SMARTCORESTICKSTM emit on average 95%* lower levels of harmful chemicals than cigarettes. Important information: It does not * “95% less” represents the average reduction of the 9 chemicals recommended for reduction in cigarette smoke by the World Health Organization, which does not include nicotine. See Important Information on iqos.com

IQOS ILUMA PRIME and IQOS ILUMA i devices are heat not burn electronic devices and are to be used with SMARTCORE STICKSTM.

The heart of the new bladeless SMARTCORE INDUCTION SYSTEMTM is an innovative metal heating element placed inside the SMARTCORE STICKSTM and coated with stainless steel for seamless heating.

IQOS ILUMA PRIME and IQOS ILUMA i devices are designed to be used only with SMARTCORE STICKSTM. Use of any other product may cause damage to your device.

Do not ingest or disassemble SMARTCORE STICKSTM. This product contains a sharp metal part which can cause serious injury if swallowed. Keep out of reach of children and pets.

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

IQOS devices are for adult smokers who would otherwise continue to smoke and who want to switch to smoke-free alternatives or adult consumers who want to upgrade from a previous IQOS device.

IQOS devices are designed to be used only with SMARTCORE STICKSTM. Use of any other product may cause damage to your device.

No. IQOS devices when used with SMARTCORE STICKSTM is not risk-free and delivers nicotine, which is addictive. The best option is to quit tobacco and nicotine use altogether.

Nicotine is addictive. However, it is not the main cause of smoking related diseases.

We state that IQOS ILUMA emits on average 95% lower levels of harmful chemicals compared to cigarettes. The percentage (95%) refers to the average reduction of 9 harmful chemicals the World Health Organization recommends to reduce in cigarette smoke. These do not include nicotine. To this effect, we collect the vapor and smoke under the Health Canada Intense machine-smoking regime (55 mL puff volume, 2 second puff duration, 30 second interval puff) using a comparison on a per stick basis.

The reference cigarette is the cigarette independently designed by the University of Kentucky in the US for scientific research purposes. It is a comparator commonly used in research, which allows the data of a given study to be compared to that of another study. These research cigarettes are not commercially available to consumers.

“Tar” is the residue from smoke after cigarette has burned. IQOS does not produce tar because it heats instead of burning. It generates an aerosol residue that is fundamentally different from “Tar”*.

Important information: Although IQOS does not produce tar, IQOS when used with SMARTCORE STICKSTM is not risk free.

*Average reductions in levels of a range of harmful chemicals (excluding nicotine) compared to cigarette smoke.

SMARTCORE STICKSTM are sealed so that there is no residue and no need to clean the IQOS device after use. However, sticks for heat control technology are not sealed and may require cleaning of the device after use.

IQOS is designed to be used only with SMARTCORE STICKSTM. Use of any other product may cause damage to your device.

Do not ingest or disassemble SMARTCORE STICKSTM. This product contains a sharp metal part which can cause serious injury if swallowed. Keep out of reach of children and pets.

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

SMARTCORE STICKSTM are designed to be used only with IQOS ILUMA devices that have SMARTCORE INDUCTION SYSTEMTM, which uses a metal heating element coated with stainless steel and placed inside a SMARTCORE STICKTMfor heating. SMARTCORE STICKSTM should be kept out of reach of children and pets at all times and should not be taken apart, as the metal heating element has sharp edges. Swallowed SMARTCORE STICKSTM can cause serious injury to internal organs due to the presence of this metal heating element. If SMARTCORE STICKSTM are swallowed, seek medical attention immediately. Always dispose of SMARTCORE STICKSTM immediately after use according to applicable laws. 

To deliver a cleaner use. The filter tips at both ends of SMARTCORE STICKSTM eliminate any residue falling out and circulating in the IQOS device. So there is no need to clean the device after each use.

Do not ingest or disassemble SMARTCORE STICKSTM. SMARTCORE STICKSTM contains a sharp metal part which can cause serious injury if swallowed. Keep out of reach of children and pets.

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

The inside of the SMARTCORE STICKTM contains: 

The heating element: A metal heating element, coated with stainless steel and placed inside the stick for seamless heating. 

The front seal: Keeps your IQOS ILUMA PRIME holder clean after use with no residue left and ensures easy insertion and extraction of the SMARTCORE STICKTM.  

The air-flow chamber: Ensures that just the right amount of aerosol passes throughout the SMARTCORE STICKTM to be drawn. 

The cooling plug: Cools down the aerosol temperature. It’s made of cellulose acetate, which delivers the cooling efficiency. 

The protective wrap: Our new protective paper wrap contributes to a cleaner experience after use. 

The filter: This part of the SMARTCORE STICKTM is your mouthpiece.

Do not ingest or disassemble SMARTCORE STICKSTM. SMARTCORE STICKSTM contain a sharp metal part which can cause serious injury if swallowed.  Keep out of reach of children and pets.

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

Used SMARTCORE STICKSTM have two indicators that tell you if they’ve been used. The paper around the filter is slightly creased, and there will be a slight vapor stain on the paper. We recommend you dispose of the stick immediately after use to avoid any confusion. Another way to avoid reusing a SMARTCORE STICKTM is by placing it back in the pack upside-down. When you select your SMARTCORE STICKTM check that the wavy line is visible. 

When you’ve finished using the stick, dispose of immediately according to applicable laws.

  • IQOS ILUMATM and IQOS ILUMA iTM - are both heating devices that use bladeless SMARTCORE INDUCTION SYSTEMTM.
  • IQOS ILUMA iTM is the next generation of IQOS ILUMATM heating devices.
  • With IQOS ILUMA iTM you will have a clean and seamless experience of IQOS ILUMATM, and, on top, you will get additional features for more flexible experience than before.

They are compatible. You can charge your IQOS ILUMA i PRIMETM Holder with IQOS ILUMATM devices and vice versa (applicable for IQOS ILUMATM and IQOS ILUMA PRIMETM).

You can use the charging cable and AC Power Adaptor from IQOS ILUMATM devices to charge IQOS ILUMA iTM devices. Also, the accessories of IQOS ILUMA are compatible with IQOS ILUMA iTM corresponding devices and vice versa.

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

IQOS ILUMA i ONETM is all-in-one pocket-sized solution to use on the go and it offers:

  • Consistent experience with 20 consecutive uses without recharge
  • You may get 4 extra puffs with FlexPuff feature (FlexPuff is designed to work with SMARTCORE STICKSTM. Activation and number of puffs depend on individual usage patterns, thus extra puffs might not apply to all adult consumers and/or experiences. FlexPuff does not activate when pause is used.).
  • AutoStart/AutoStop feature
  • FlexPuff is an advanced feature of IQOS ILUMA i ONE that enables a more flexible experience than before.
  • Depending on the way you puff, FlexPuff adapts to you and may provide 4 extra puffs (on top of 14 puffs) within 6 min experience.
  • FlexPuff is designed to work with the SMARTCORE STICKSTM. Activation and number of puffs depend on individual usage patterns. Thus, extra puffs might not apply to every experience.
  • No action is required from you since the system analyses your experience automatically.
  1. Turn on the device - press and hold the Button for 4 seconds, then release; Status Lights will turn ON slowly.
  2. Slide the cap to open.
  3. Insert SMARTCORE STICKTM to the line on filter until the device vibrates and lights pulse.
  4. Preheating starts automatically (AutoStart), or, by pressing the Button for 1 second (app. 20 sec).
  5. Once there is 2nd vibration and Status Light stays fixed - you can start using.
  6. During the use, Status Light will indicate remaining time.
  7. To signal the last 30 sec or last 2 puffs, the device will vibrate once with one light pulsing white.
  8. Remove SMARTCORE STICKTM.
  9. Slide the cap back to close.

It is available in 3 colours: Breeze Blue, Digital Violet,  Midnight Black.

The serial number of the device represents a fourteen-character code. The serial number is placed on the back of the device.

To check the charge level, short press the Button. Status Lights will turn ON to indicate battery level:

  • 4 LEDs = more than 75% charged
  • 1 LED = less than 25%.
  • 1 LED orange triple blink = battery depleted. Need to charge.

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

A full charge takes approx. 90 min (1h 30 min)

IQOS ILUMA i ONETM does not require a full charge to work, however it is recommended to fully charge it before the first use.

To reset IQOS ILUMA i ONETM, press the Button for 7 seconds, then release.

All Status Lights will turn OFF, blink twice, and turn on.

Lights Blink Yellow - Battery depleted, need to charge.

Lights Blink White Twice – device is outside operating temperature range (0°C~40°C).

Lights Blinks Red – reset the device. If red light blinking persists, contact us at 0800-04767 toll free.

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

If you experience difficulties starting your experience automatically upon stick insertion, 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 before turning on.
  • A full charge takes approximately 90min. The 4 lights will turn solid white and then turn off when fully charged.

Device is outside the optimal temperature range:

  • The operating temperature range for the IQOS ILUMA iTM devices is 0°C - 40°C. If used outside of its operating range, an experience could be interrupted or not start.
  • Bring the device to the optimal temperature range.

Incorrect stick or incorrect stick insertion:

  • The device is designed to only work with SMARTCORE STICKTM. If you use any other product, the experience duration may be impacted or may not start.
  • Ensure that the SMARTCORE STICKTM is fully inserted (approximately up to the line).

To confirm that the experience has started, the device will vibrate.

  • FlexPuff is designed to work with SMARTCORE STICKTM . Activation and number of puffs depend on individual usage patterns. Thus, extra puffs might not apply to all adult consumers and/or experiences.
  • FlexPuff may not be activated because of one of the following reasons:
  • Incorrect stick: The device is designed to only work with SMARTCORE STICKTM. If you use any other product, the experience duration may be impacted or may not start.
  • Incorrect stick insertion: ensure that you insert the SMARTOCRE STICKTM the right way. Insert the SMARTCORE STICKTM to the line on the filter with filter facing outside.
  • Dirt or objects in the heating chamber: check the heating chamber for broken sticks or other debris or objects.  Do not insert any sharp objects in the heating chamber to avoid damaging your device.
  • Device malfunction: Reset your device. If this has not resolved the issue, please, contact at 0800-04767 toll free.
  • If you take large puffs, FlexPuff is unlikely to be activated as a lot of aerosol is used during the experience.

There may be several reasons for this issue:

1. Incorrect stick:

  • a. The device is designed to only work with SMARTCORE STICKTM. If you use any other product, the experience duration may be impacted or may not start.

2. Incorrect insertion of the stick & usage:

  • a. Ensure you insert your SMARTOCRE STICKTM the right way.
  • b. Insert the SMARTCORE STICKTM to the line on the filter with coloured part facing outside.
  • c. Ensure you allow the pre-heating of the stick and you do not pull it out or move during the experience.

3. Device is outside the optimal temperature range:

  • a. If the Holder is used outside the optimal temperature range (0°C - 40°C), the device may need to use more energy. This may discharge the battery more rapidly.
  • b. Bring the device to the optimal temperature range.

4. Dirt or objects in the heating chamber: check the heating chamber for broken sticks or other debris or objects.  Do not insert any sharp objects in the heating chamber to avoid damaging your device.

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

It is equipped with the new Touch Screen so that you can quickly see the information about your experience:

  • pre-heating status (duration, completion)
  • time left for your experience
  • number of available experiences (one or two)

You can also experience additional new advanced features to adapt your experience to your usage:

  • Have up to 3 consecutive uses (only available in Performance Mode when pause is not activated)
  • Pause your experience with Pause feature
  • May get 4 extra puff s with FlexPuff feature (FlexPuff is designed to work with SMARTCORE STICKSTM. Activation and number of puffs depend on individual usage patterns, thus extra puffs might not apply to all adult consumers and/or experiences. FlexPuff does not activate when pause is used.)
  • Adaptable Holder battery with 2 FlexBattery modes

IQOS ILUMA i PRIMETM is available in 2 colours: Breeze Blue and Midnight Black.

  • The serial number of the device represents a fourteen-character code.
  • The serial number of the Pocket Charger is placed on the back of the device.
  • The serial number of the Holder is placed on the surface of the Holder.
  1. Turn ON the device - press and hold Pocket Charger Button for 4 seconds, then release; Pocket Charger Status Lights and Holder Status Lights will turn ON slowly.
  2. Insert Holder into Pocket Charger, and close Wrap to charge. Holder Status Light will show Holder battery level.
  3. Insert the SMARTCORE STICKTM to the line on the filter until Holder vibrates.
  4. Preheating starts automatically (AutoStart), or by swiping up on Touch Screen. Touch Screen will show preheating status (approx. 20 sec).
  5. After the 2nd vibration - you can start using the device.
  6. Countdown Light on the Touch Screen will indicate the remaining time of the experience.
  7. Nearly Complete - to signal last 30 seconds or last 2 puffs, Holder will vibrate.
  8. Remove used SMARTCORE STICKTM and dispose as per Safety Warnings and Instructions.
  9. Insert Holder into Pocket Charger to recharge.

Before the first use, fully charge the Pocket Charger with a compatible AC Power Adaptor (5V, 2A, Type C output) and C-type charging cable from an electrical outlet. A full charge takes approx. 135 min (2h 15 min).

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.

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

To charge your Holder, insert the Holder into Pocket Charger, and close Wrap to charge. Holder Status Light will show Holder battery level.

To check the charge level of the Pocket Charger, short press the Pocket Charger Button. Status Lights will turn ON to indicate battery level:

  • 4 LEDs = more than 75% charged.
  • 1 LED = less than 25%.
  • 1 LED orange triple blink = battery depleted. Need to charge.

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

If the battery is depleted, the Touch Screen will show the sign as below (zero inside the light ring and 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 will turn OFF, blink twice, and turn ON to confirm a RESET.

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

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

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

Note that if you use the Pause, Flexpuff will not work for this experience.

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

How it works:

  • Towards the end of the experience, your device will analyze if the stick is fully consumed or not.
  • If the stick is not fully consumed, 4 extra puffs will be automatically added to your experience, and the Touch Screen will indicate it
  • Light ring will extend in counterclockwise direction to 9 o’clock position
  • Additional puffs nearly completed
  • Pause Mode is an advanced feature of IQOS ILUMA i PRIMETM device that enables to pause your experience for up to 8 minutes and resume it.
  • If you do not re-activate your experience within 8 mins, the Holder will automatically switch off and the experience will end.

Use Touch Screen to see if Pause Mode is available:

  • In Performance Mode, during the first 3 minutes or 8 puffs of the experience.
  • In Performance Mode (default setting) for one of the two consecutive uses.
  1. Swipe down across the entire Touch Screen to pause. A vibration will indicate when the pause starts.
  2. During the pause, the LEDs on the Touch Screen will fade out one by one (counterclockwise) from 12pm position as the pause duration count down.
  3. If experience is not resumed within 8 min, Holder will turn off. 1 vibration will indicate when pause is close to the end.
  4. Swipe up across entire Touch Screen to resume the experience. Note that when Pause Mode is activated the experience is limited to 14 puffs (including all puffs before and after the pause).
  5. After the experience is resumed, the preheating will take on average 20 sec – Touch Screen will be showing light completing its round.
  6. Vibration and light guide will indicate that the Holder is ready for use.

Available only for IQOS ILUMA i PRIMETM device, you can check the number of available experiences by checking the Touch Screen.

Short press on the Touch Screen:

  • Two horizontal dashes indicate – 2 available experiences.
  • One horizontal dash indicate – 1 available experience.
  • One horizontal dash after the 2nd experience indicates that you can have a 3rd experience available.
  • Number “0” indicates that your battery is depleted. No experience available. Please, charge your Holder.

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

If you experience difficulties starting your experience automatically upon stick insertion, check the following:

Discharged Holder:

  • The Pocket Charger should be sufficiently charged (at least one solid white light) to allow full charge of the Holder.
  • Place the Holder in a charged Pocket Charger and leave it charging until the two Holder’s lights on the Pocket Charger turn solid white.

Device is locked:

  • De-activate the device lock via IQOS App.

Device is outside the optimal temperature range:

  • The operating temperature range for IQOS ILUMA i devices is 0°C - 40°C. If used outside this operating range, an experience could be interrupted or not starting.
  • Bring the device to the optimal temperature range.

AutoStart is de-activated:

  • If a stick is inserted and AutoStart is disabled, 3 horizontal lines will show in wave 3x
  • Open the IQOS App and ensure AutoStart is activated, and Device Lock is de-activated.

Incorrect stick or incorrect stick insertion:

  • The device is designed to only work with SMARTCORE STICKTM. If you use any other product, the experience duration may be impacted or may not start.
  • Ensure that the SMARTCORE STICKTM is fully inserted (approximately up to the line).

To confirm that the experience has started, the device will vibrate, and the ring will slowly appear from the bottom of the screen until fully closing.

If you experience difficulties using the Touch Screen, check the following:

  • You are not using 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 if:

  • 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 physical damage and the above steps did not resolve the issue, please, contact us at 0800-04767 toll free.

This is a normal situation and may be due to the reason that you use the Performance Mode (FlexBattery feature). In this case, your device may deliver up to 3 consecutive uses without the Pause.

You can change your battery setting via IQOS App to set it in Eco Mode. In this case, your Holder will be set for a single use only, lasting up to 6 minutes. Pause Mode is not available in Eco Mode.

This issue may come from various reasons:

You are using Pause feature in Performance Mode:

  • With a fully charged Holder, you can have the 3rd consecutive experience in Performance Mode (FlexBattery feature) if you do not use the Pause for the first two experiences.
  • If you use the Pause, the device will only deliver 2 consecutive uses.

Holder is not fully charged:

  • Charge your Holder by placing it in a charged Pocket Charger.
  • Note that the Touch Screen will not show 3rd available experience even if the Holder is fully charged and the experience is available.

Device is outside the optimal temperature range:

  • If the Holder is used outside the optimal temperature range (0°C - 40°C), the device may need to use more energy per use. This may discharge the battery more rapidly.
  • Bring the device to the optimal temperature range.

Humid sticks:

  • If the SMARTCORE STICKTM are humid, the device may need to use more energy per use. This may discharge the battery more rapidly.
  • To store your SMARTCORE STICKTM in the optimal conditions, keep them in a closed pack and do not expose to humidity or humid weather conditions.

Battery degradation

  • The battery degradation may happen over time as for any other electronic device.
  • In this case, the replacement is not covered by the warranty.

If you see the unusual screen indication, this may indicate one of the below.

Screen: 2 vertical lines (one at the top, one at the bottom) alternating side 3x
Issue: Device is out of operating temperatures range
Action: Bring the device to the optimal temperature range (0 – 40°C)

Screen: One or two horizontal lines blinking 8x
Issue: Battery End of Life; One or both experiences permanently lost
Action: Eligibility replacement check

Screen: Letter “E” flashing 3x
Issue: Proximity to magnet affecting device / Device malfunction / Firmware update failed or interrupted
Action: Reset the device

Screen: Number “0” flashing 3x
Issue: Low battery
Action: Charge the Holder by inserting it in a charged Pocket Charger

Screen: horizontal line and a circle underneath
Issue: Device locked
Action: De-activate the “Device Lock” feature via IQOS App.

Screen: no lights
Issue: Holder OFF / Holder discharged / Contacts dirty / broken Holder
Action: switch on the Holder, charge it or clean it. In case of broken Holder, please, contact us at 0800-04767.

Screen: 3 horizontal lines appear in waves 3x
Issue: AutoStart is disabled (even when the stick is inserted)
Action: Activate AutoStart feature via IQOS App

Charge your IQOS ILUMA PRIME fully by using the AC Power Adaptor and Charging Cable that comes with it. Then, to switch your device on, press the button on the side of the Pocket Charger for 4 seconds. To check the battery status of the Pocket charger, take out the holder and press the side button of the Pocket Charger.

  1. Insert the SMARTCORE STICKSTM up to the line on the filter until the holder vibrates and light(s) pulse(s). Heating starts automatically, or by pressing the button for 1 second.
  2. You can start using your device once the holder vibrates and the lights stay fixed.
  3. To signal the last 30 seconds of use or that the last 2 puffs are left, the holder will vibrate with the light(s) pulsing white.
  4. Dispose of the SMARTCORE STICKSTM immediately after you’ve used it, simply by removing it from the holder and disposing of them according to applicable laws.
  5. Insert the holder in the charger for recharging.

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

There are couple of ways you can check how many uses you have left. Either on the holder itself or by checking the pocket charger with the holder inside. Here’s how:

Checking on the holder: Tilt the holder towards you or short press the button. The lights will come on and indicate the battery level. When 2 lights are on it means the holder is ready for 2 uses and 1 light on means it’s ready for 1 use only.

Checking on the pocket charger: Short press the side button on the pocket charger with the holder inside the charger. The pocket charger light will turn on. 2 lights mean the holder is ready for 2 uses and 1 light on means ready for 1 use.

Checking the battery level of the pocket charger is easy. Simply short press the side button on the pocket charger. The pocket charger lights will turn on to indicate the battery level:

  • 4 WHITE lights mean the battery is fully charged. 
  • 3 WHITE lights mean up to 75% battery life remaining.
  • 2 WHITE lights mean up to 50% battery life remaining.
  • 1 WHITE light means up to 25% battery life remaining.

YELLOW blinking lights displaying on the holder: This means the battery is depleted and the holder needs to be recharged. IQOS ILUMA PRIME holder recharge times are:

  • 1’ 50’’ for 0-1 use*.
  • 3’ 25’’ for 1-2 uses*.
  • 5’ 15’’ for 0-2 uses*.

*Please refer to the battery degradation section.

RED blinking light on the holder: You need to put the holder in the pocket charger and reset the device.

WHITE lights blink twice on the holder: This indicates your IQOS ILUMA PRIME is outside its operating temperature range of between >0°C/<40°C.

To reset your device, place the holder in the pocket charger and press the button for 10 seconds, then release. All of the lights will turn OFF, blink twice, and turn on again to confirm a RESET. That’s it, you’re done.

It’s quick and easy to charge your device but remember, it’s safer to use the power adapter and charging cable designed for IQOS ILUMA PRIME. It takes around 135 minutes to fully charge the pocket charger and up to 10 minutes to fully charge the holder for the first time after unpacking. The holder recharge times are:

  • 1’ 50” for 1 use*.
  • 3’25” for 1-2 uses*.
  • 5’ 15” 0-2 uses*.
  • and 10’ 05” for its first charge out of the box*.

*Please refer to the battery degradation section in Important Information.

To make user experience easier, IQOS ILUMA PRIME is packed full of new advanced features.

Autostart.

Once the SMARTCORE STICKTM is correctly inserted, the holder will vibrate to let the user know that the SMARTCORE INDUCTION SYSTEM™ has started preheating automatically. When it’s ready to use, the device will vibrate a second time.

Checking your holder.

Once the SMARTCORE STICKTM is correctly inserted, the holder will vibrate to let the user know that the SMARTCORE INDUCTION SYSTEM™ has started preheating automatically. When it’s ready to use, the device will vibrate a second time.

Checking how much experience is left.

To make user experience easier, IQOS ILUMA PRIME is packed full of new advanced features.

  • 3 vibrations = 75-50%.
  • 2 = 50-25%.
  • 1 = <25%.

 The IQOS ILUMA PRIME is our premium device and perfect for the most discerning users, with its innovative design and considered use of stunning materials. For example, the IQOS ILUMA PRIME holder and pocket charger come in an aluminum body with a leather or fabric wrap on the pocket charger.

IQOS ILUMA PRIME is designed to be used only with SMARTCORE STICKSTM.

IQOS ILUMA PRIME is available in 3 stylish colours; Obsidian Black, Jade Green and Bronze Taupe.

You can. Open the wrap fully on your device and pull it out, from the top down. Now you can easily remove it from the pocket charger. To attach your new wrap, slide the linear magnets into the same shaped recesses on the pocket charger. It’s now uniquely yours.

The great news is that cleaning the leather wrap is easy. Just grab a damp cloth and wipe it gently. Unfortunately, wraps are not covered by the warranty.

It won’t start because the IQOS ILUMA is designed to be used only with the SMARTCORE STICKSTM. Its SMARTCORE INDUCTION SYSTEM™ heats  the SMARTCORE STICKSTM from within. Please note, that SMARTCORE STICKSTM do not work with previous IQOS generations and may cause damage to the device.

IQOS ILUMA PRIME is designed to be used only with SMARTCORE STICKSTM. Use of any other product may cause damage to your device.

Do not ingest or disassemble SMARTCORE STICKS™.  This product contains a sharp metal part which can cause serious injury if swallowed.  Keep out of reach of children and pets.

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

If you accidentally insert a used SMARTCORE STICKTM and notice not too long into the experience, very little energy will have been consumed and you may not lose the experience. Regardless, the recharging time will be less than 2 full consecutive uses.

IQOS ILUMA PRIME is designed to be used only with SMARTCORE STICKSTM. Use of any other product may cause damage to your device.

Do not ingest or disassemble SMARTCORE STICKS™.  This product contains a sharp metal part which can cause serious injury if swallowed.  Keep out of reach of children and pets.

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

If your IQOS ILUMA PRIME doesn't start on its own then please:

  • Check that you’re only using the compatible SMARTCORE STICKSTM
  • Make sure they’re being placed in the right direction in the holder
  • Place the holder in the pocket charger and perform a RESET. To do this, press and hold down the pocket charger button for 10 seconds until the lights fade out. The RESET is confirmed when you release the button and all of the lights blink 2 times

If the holder starts on its own without a SMARTCORE STICKTM inserted then please follow these steps:

  • Place the holder in the pocket charger and perform a RESET. To do this, press and hold down the pocket charger button for 10 seconds until the lights fade out. The RESET is confirmed when you release the button and all of the lights blink 2 times

Remember, you can start manually by inserting the SMARTCORE STICKTM into the holder and pressing the button for two seconds to activate. If it still doesn’t work, you can call our Call Center at 0800-04767 and our customer support will help you resolve the issue.

It’s nice and easy. Insert your SMARTCORE STICKTM into the IQOS ILUMA PRIME holder, making sure the SMARTCORE STICKTM  product name is face up. If correctly inserted, the SMARTCORE STICKTM product name will remain visible when you push down gently.

IQOS ILUMA PRIME is designed to be used only with SMARTCORE STICKSTM. Use of any other product may cause damage to your device.

Do not ingest or disassemble SMARTCORE STICKS™.  This product contains a sharp metal part which can cause serious injury if swallowed.  Keep out of reach of children and pets.

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

Actually, nothing. The device simply won’t start. It’s designed to start only when it detects that a SMARTCORE STICKTM has been inserted into it.

SMARTCORE STICKSTM are designed to be used only with IQOS ILUMA PRIME, so don’t try and use SMARTCORE STICKSTM with blade IQOS devices because it might get damaged. That’s because the new SMARTCORE INDUCTION SYSTEM™ has no blade in the holder. Instead, a metal heating element sits inside the SMARTCORE stick.  You will not be able to use the SMARTCORE STICKSTM with IQOS 3 DUO blade technology.

IQOS ILUMA PRIME is designed to be used only with SMARTCORE STICKSTM. Use of any other product may cause damage to your device.

Do not ingest or disassemble SMARTCORE STICKS™.  This product contains a sharp metal part which can cause serious injury if swallowed.  Keep out of reach of children and pets.

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

*Please refer to the battery degradation section in Important Information.

Yes, you can. SMARTCORE STICKSTM are compatible with any type of IQOS ILUMA. But don’t use them with previous IQOS generations, because you may damage your device.

Your IQOS Iluma Prime with SMARTCORE STICKTM will last up to 6 minutes or 14 puffs, whichever comes first.

Your IQOS ILUMA PRIME works best between 0 - 40℃,. Here are a few storage tips:

  • Keep your device away from water, direct sunlight and heat.
  • Don’t leave your device in a hot place like inside a car because the lithium-ion battery and electric circuit board could be damaged, or significantly deteriorated.
  • To get the most from your device, we also recommend you avoid exposing your IQOS ILUMA and SMARTCORE STICKSTM to low temperatures for a long period of time.
  • Store IQOS ILUMA PRIME and SMARTCORE STICKS in a clean, dry, cool place.
  • Do not expose IQOS ILUMA PRIME and SMARTCORE STICKS™ to high humidity conditions or direct sunlight.
  • Do not use SMARTCORE STICKS™ that have been exposed to excessive heat or moisture.

Additional information:
In cold outdoor conditions, the device may be able to start if it’s kept warm (e.g.in your coat pocket). Nevertheless, while using the holder, the cold outdoor temperature may lead to:

  1. Lower performance of the aerosol.
  2. Not enough energy to match the designed usage duration (up to 6’ or 14 puffs whichever comes first).

To register your device, please call 0800-04767 toll free, the representative will guide you.

The one-year warranty covers manufacturing defects for IQOS ILUMA PRIME electronic devices. And electronic accessories for Power Adaptor and Charging Cable.

The following are excluded from the terms of your IQOS ILUMA PRIME warranty:

  1. Uninterrupted and error-free functionality of the product.
  2. Malfunction and/or damage caused by normal wear and tear or otherwise due to aging of this product.
  3. Cosmetic damages (such as scratches, dents, broken plastic, etc.) that don’t impact the functionality of the product.
  4.  Damage caused by misuse, power surge, improper handling, liquid contact or fire.
  5. Malfunction due to use with non-compatible products, manufactured either by Philip Morris International or third-party manufacturers.
  6. Damage or malfunction caused by attempting to open, modify (including modifications to the firmware) and repair, either by a user or by a service provider not accredited by the manufacturer.
  7. Damage or malfunction caused by failure to use as described in the associated IQOS™ User Guide or in contravention of the firmware license agreement.
  8. Product battery performance degradation. Batteries are consumable parts and their performance degradation and use over time is not a manufacturing or a workmanship defect and is excluded from this warranty*.
  9. Product containing fully or partially non-genuine parts.
  10. Product for which serial numbers have been removed or altered.
  11. Any malfunctions caused by the firmware of the product, including where your product is not using the latest version of the firmware unless these malfunctions have occurred due to a defect in materials or workmanship. Note that in accordance with the terms of the firmware license agreement (which is available on the website above for your relevant market), the firmware is provided “as-is,” without any warranty.
  12. Faults due to improper operation of “autostart” and/or “double-tap” features* that do not impact the functionality of the product.

*Please refer to the battery degradation section in Important Information.

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