Troubleshoot your / Find solutions for your IQOS ILUMA i ONE

IQOS ILUMA i ONE top and bottom lights flashing white

Top and bottom lights will flash white when you press the button briefly and try to start an experience.

This means that Device Lock Mode is activated and your device is currently locked.

In this case, please visit our official IQOS Stores & Care Points.

Our team will assist you and make sure the issue is resolved.

FlexPuff not working

FlexPuff activation and number of puffs depend on individual usage patterns. Your device will automatically analyze the consumed volume of aerosol and might activate FlexPuff. Thus, the extended experience might not apply to all adult consumers and/or experiences. When Pause is used FlexPuff cannot be activated. If Flexpuff will be activated, then you will be granted with 4 extra puffs, that can be used still within up to 6min experience duration.

Lights on device on short button press, but unable to charge

Are the lights ON, but the device is not charging? Then the charging ports might need to be cleaned.

Unplug the device and ensure the charging ports on both the device and the charging cable are dry and clean from contamination.
Charge your device by using compatible AC power adaptor (sold separately) and cable for approximately 90 min, 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.
In case the lights on the device are on, but unable still to charge, try to perform a reset. Press and hold down the ON/OFF button on the device for 10 seconds continuously. RESET is confirmed when status lights fade in, blink twice fast, ramp up and then the current device charge level will be shown.