Self-diagnose your

An IQOS ILUMA ONE on a leather surface.

Inserting TEREA tobacco stick

A TEREA stick may be broken in the device. Try using a toothpick to remove the part of the stick that remains in the device.

An IQOS box and IQOS ILUMA PRIME on a table.

Why do I see the white lights progressively switching off during my experience?

This is the experience countdown. When you feel another vibration and only one Light pulsing white, your IQOS experience is nearly over (30 sec or 2 puffs remaining). Slide to close the cap.

IQOS ILUMA ONE devices in different colours.

All lights blink twice in white and then switch-off

Your IQOS ILUMA ONE may be out of range of temperature (0°C⁓40°C). If too cold, try to warm it in your hands and try again.

An IQOS ILUMA device and mobile phone.

Bottom light blinks yellow

Tap the button on your IQOS ILUMA ONE to check the battery level. If the bottom of the light strip blinks yellow, this means the battery is low on charge. Charge the IQOS ILUMA ONE with the manufacturer-approved power adaptor. For a full charge, plug the device for at least 75 minutes. When full, all lights will stay solid white and then turn off.

An IQOS ILUMA device and mobile phone.

Bottom light blinks red

There might be a little error, please try to reset your IQOS ILUMA ONE. If the red light persist, please contact our Customer Care.

An IQOS box.


Press the IQOS ILUMA ONE button for 7 seconds, then release the button. All Status Lights will turn off, blink twice and turn on to confirm the reset.

A laptop computer and IQOS device  on a table.

Does the Terea stick have lower areosol quality?

      1. The IQOS ILUMA Holder only needs to detect the presence of a TEREA STICK in order to start an experience. A used stick will not be able to generate any substantial aerosol.

      2. Ensure the TEREA stick was inserted correctly as per the user guide instructions.

      3. TEREA packs should not be stored in an environment which is too humid or too dry. Doing so can have an effect on the aerosol quality.

Travel documents on a table.

IQOS ILUMA is designed to be used only with TEREA sticks. Do not use IQOS ILUMA and TEREA sticks with IQOS devices of previous generations, as this may cause damage to your device. Do not ingest or disassemble TEREA sticks. This product contains a sharp metal part that can cause serious injury if swallowed. Keep out of reach of children. See Important information.

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