Troubleshoot
your IQOS
ILUMA i PRIME​

An illustration showing an IQOS ILUMA. IQOS ILUMA i PRIME
An illustration showing an IQOS ILUMA. IQOS ILUMA i
An illustration showing an IQOS ILUMA PRIME. IQOS ILUMA PRIME
An illustration showing an IQOS ILUMA. IQOS ILUMA
An illustration showing an IQOS ILUMA ONE. IQOS ILUMA ONE
An illustration showing an IQOS ORIGINALS DUO. IQOS ORIGINALS DUO
An illustration showing an IQOS ORIGINALS ONE. IQOS ORIGINALS ONE
An illustration showing an IQOS 3 DUO. IQOS 3 DUO
ILUMA i

Number “0” flashing on the Touch Screen

Is number “0” flashing on the Touch screen of your IQOS ILUMA i PRIME holder 3 times?
Then your holder is discharged. Follow the steps here below to charge your holder:
  1. Place the holder back inside the IQOS ILUMA i PRIME Pocket Charger. Ensure it is placed correctly and close the Pocket Charger door.
  2. Make sure your pocket charger is charged enough to fully charge the holder.
  3. Leave the Holder to charge, until at least one Holder’s status light turns solid white on the Pocket Charger.
ILUMA i

Lights on holder not turning ON

After swiping up, are your holder lights not turning ON?
Here’s what to do to resolve the no lights issue on the holder:

  1. Check whether the Pocket Charger is charged for at least one experience. To identify this, at least one solid white light will turn on.
  2. Clean the contacts between the holder and the Pocket Charger.
  3. Place the holder inside the pocket charger- ensure it is placed correctly- and leave the holder until at least one of the holder lights on Pocket Charger turns solid white.
  4. Remove the holder from the Pocket Charger and press the holder’s button (short press).
ILUMA i

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.

Visit our Self-diagnostics to get the support you need.

*FlexPuff 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.

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.

Got a question?
Find the answer in our FAQs

FAQs

Something we haven’t covered?

Background Image

Call our infoline

Call our Infoline for more timely and specific answers
to your questions. We look forward to helping you!
Daily 9:00-19:00

800-8500017

Use our live chat

Chat to our personal coaches in real time.

Chat with us
Background Image

Connect on Facebook

Feel free to message with any questions and get them answered .
Daily from 09:00 to 19:00.

IQOS Facebook Page
Background Image

Send a tweet

Tweet your questions to get them answered.
Daily from 09:00 to 19:00.

Tweet IQOS
Background Image

Send a mail

Send your questions, they'll be answered shortly.

Email IQOS
Background Image

No question is too small

Your question might have already been asked before. Browse our FAQs to see if there’s an answer waiting for you.

Look through the FAQ

Split your purchase into equal monthly installments

Sounds good? Just select Tabby at checkout.

You can reach us during our hours of service Saturday to Thursday 9 am to 7 pm and Fridays from 2 pm to 7 pm, and we will be more than happy to assist you.