Self-diagnose your IQOS ILUMA i ONE

IQOS ILUMA i ONE top and bottom lights flashing white

Top and bottom lights will flash white on short button pressed, when trying to start an experience.
It means that Device lock mode is activated. In this case you will need additional support from our Sales Expert. Please visit one of our branded stores and our Sales Expert will quickly fix the issue.

FlexPuff not working

FlexPuff is designed to work with tobacco sticks. Activation and number of puffs depend on individual usage patterns thus, the extended experience might not apply to all adult consumers and/or experiences.
Your device will automatically analyze the consumed volume of aerosol and might activate FlexPuff.
If Flexpuff will be activated, then you will be granted with 4 extra puffs, that can be used within the remainder of the 6min. 

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.
1. Unplug the device and ensure the charging ports on both the device and the charging cable are dry and clean from contamination.
2. 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.
3. 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.

Got a question? Find the answers in our FAQs.

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IQOS ILUMA™ is designed to be used only with SMARTCORE STICKS™. Do not use SMARTCORE STICKS™ with previous IQOS™ generations, as this 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.
Visit important information.
This product is not risk free. It provides nicotine, which is addictive. Only for use by adults.