Feb 4, 2025
IQOS Device Physically Damaged: What to Do Next
Is your IQOS device physically damaged?
There may have been liquid ingress into your device
If your device was exposed to liquid, continue with the accidental damage guidance below. If it was not, continue with the physical damage check.
We are sorry your IQOS ILUMA ONE has got damaged
Are you still able to use it with this physical damage? For example; can your device still heat the TEREA tobacco sticks? If the issue continues, proceed to the next troubleshooting step below.
Not Covered
If you wish to reach a customer service representative, visit “contact us” page to choose the channel of your preference.
If the device is now working, the issue is resolved. If the issue continues, proceed to the next troubleshooting step below.
IQOS ILUMA Holder
There may have been liquid ingress into your device
If your device was exposed to liquid, continue with the accidental damage guidance below. If it was not, continue with the physical damage check.
We are sorry your IQOS ILUMA holder got damaged
Are you still able to use it with this physical damage? For example: can your holder still heat the TEREA sticks? If the issue continues, proceed to the next troubleshooting step below.
IQOS ILUMA Pocket Charger
There may have been liquid ingress into your device
If your device was exposed to liquid, continue with the accidental damage guidance below. If it was not, continue with the physical damage check.
We are sorry your IQOS pocket charger got damaged
Are you still able to use it with this physical damage? For example; can your pocket charger still charge your holder? If the issue continues, proceed to the next troubleshooting step below.
IQOS ILUMA PRIME Holder
There may have been liquid ingress into your device
If your device was exposed to liquid, continue with the accidental damage guidance below. If it was not, continue with the physical damage check.
We are sorry your IQOS ILUMA holder got damaged
Are you still able to use it with this physical damage? For example: can your holder still heat the TEREA sticks? If the issue continues, proceed to the next troubleshooting step below.
IQOS ILUMA PRIME Pocket Charger
There may have been liquid ingress into your device
If your device was exposed to liquid, continue with the accidental damage guidance below. If it was not, continue with the physical damage check.
We are sorry your IQOS pocket charger got damaged
Are you still able to use it with this physical damage? For example; can your pocket charger still charge your holder? If the issue continues, proceed to the next troubleshooting step below.
Accidental Damage
Accidental Damage is a free of charge service for our customers. It is offered as a support to replace the products which lost the functionality, after being subject to the damages that are not covered by legal warranty (e.g. drops, contacts with liquids or abrasive agents). If your device is eligible, we will place a replacement order for you!