Troubleshoot your IQOS ILUMA ONE

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.

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

  • This is the experience count down. 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.

    • 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.


    Reset

    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.

    Does the Terea stick have lower areosol quality?

    1. The IQOS ILUMATM Holder only needs to detect the presence of a TEREA SMARTCORE STICKTM 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.
    IQOS ILUMA™ is designed to be used only with TEREA™ sticks. Do not use IQOS ILUMA™ and TEREA™ sticks with previous IQOS™ generations, as this may cause damage to your device. Do not ingest or disassemble TEREA™ sticks. This product contains a sharp metal part which can cause serious injury if swallowed. Keep out of reach of children.

    Got a question? Find the answers in our FAQs.

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    FAQ
    This product is not risk free. It provides nicotine, which is addictive. Only for use by adults.