If you have registered your IQOS ILUMA device in your account on iqos.com, you can try our self-diagnostic tool that allows you to quickly identify and fix problems with your device. To use the self-diagnostic tool, please follow this link.

If your IQOS ILUMA device is not yet registered in your account, you can try our different troubleshooting options by following this link and selecting your device.

You can find the serial number of your device in several places.
1. IQOS ILUMA PRIME: under the wrap on the right side
2. IQOS ILUMA: under the door cover
3. IQOS ILUMA ONE: at the bottom of the device
If you have already registered your IQOS ILUMA device, you can also conveniently find the serial number online in your IQOS account. In addition, the serial number of your IQOS ILUMA device is also printed on the bottom of the original packaging.

Actually, nothing. The device simply won’t start. It’s designed to start only when it detects that a TEREA stick has been inserted into it

IQOS ILUMA PRIME and IQOS ILUMA devices allow you 2 consecutive uses before you need to recharge the Holder with your Pocket Charger. After the first use, a light will illuminate on your Holder to indicate that you have one use remaining. If you want to use the Holder again right away, it will be ready to use right away.

If you don't need the second use immediately, simply place your Holder back in the Pocket Charger to quickly recharge it and have 2 uses available again. 

IQOS ILUMA ONE can be used up to 20 times in a row before it needs to be charged again.

To make your life easier, the IQOS ILUMA devices are packed with innovative features.

AutoStart: Once your TEREA tobacco stick is inserted correctly, your IQOS ILUMA Holder will vibrate to let you know that the SMARTCORE INDUCTION SYSTEM™ has automatically started preheating. You do not need to set up the IQOS app for AutoStart to work, but you can use the IQOS app to disable AutoStart. When it is ready to use, the IQOS ILUMA will vibrate a second time. You can also start heating manually by pressing the side button.

Check remaining battery of your IQOS ILUMA Holder: With a smart gesture, you can check how much battery is left in your IQOS ILUMA holder. Simply tilt the IQOS ILUMA Holder towards you when you are not using it, and the lights on the IQOS ILUMA Holder will show you the battery level.

Check how much tobacco experience is left: tap your Holder twice and the vibrations will signal how much tobacco experience is left. 3 vibrations means 75-50%, 2 vibrations means 50-25% and 1 vibration means maximum 25% is left. You can activate and adjust the vibration modes via the IQOS app.

Yellow blinking lights mean that the battery is empty and needs to be charged. We recommend using a manufacturer-approved power adaptor and cable for charging.
4 white lights mean that the battery is fully charged. 3 white lights indicate up to 75% battery power remaining, 2 white lights indicate up to 50%, and 1 white light indicates up to 25%.

Red blinking lights mean that you should reset the device. To do this, press the side button for 7 seconds and then release it. All status lights will turn off, flash twice, and turn back on to confirm a successful reset.

If a white light flashes twice, it means that your IQOS ILUMA ONE is outside the operating temperature range of >0°C/<40°C

A yellow blinking light on the Holder means that the battery is empty and needs to be charged. Simply place the Holder in the Pocket Charger to charge it.
To charge it:
- From 0 to 1 use it takes 1 minute and 50 seconds.
- From 1 to 2 uses it takes 3 minutes and 25 seconds
- From 0 to 2 uses it takes 5 minutes and 15 seconds.

A yellow blinking light on the Pocket Charger means that the battery is empty and the device needs to be charged. We recommend you always use a manufacturer-approved power adaptor and cable for charging.

A red blinking light on the Holder means that you should reset your IQOS. To do so, place the Holder in the Pocket Charger, press and hold the button for 10 seconds, then release. All lights will turn off, flash twice, and turn on again to confirm a successful reset.

If a white light on the Holder flashes twice, it means that your IQOS ILUMA is outside the operating temperature range of >0°C/<40°C.

Check that you’re only using TEREA sticks
Make sure they’re being placed in the right direction in the holder
Open the IQOS app and check if the autostart function has been accidentally deactivated
Place the holder in the pocket charger and perform a RESET. To do this, press and hold down the pocket charger button for 10 seconds until the lights fade out. The RESET is confirmed when you release the button and all of the lights blink 2 times
 
If the holder starts on its own without a TEREA stick inserted then please follow these steps:
Place the holder in the pocket charger and perform a RESET. To do this, press and hold down the pocket charger button for 10 seconds until the lights fade out. The RESET is confirmed when you release the button and all of the lights blink 2 times
If RESET doesn’t fix the problem, download the IQOS app and remove the autostart setting from the holder
Remember, you can start your tobacco experience manually by inserting your TEREA stick into the holder and pressing the button for two seconds to activate your experience. If it still doesn’t work, visit your nearest IQOS store and one of our agents will fix the problem for you or call our Call Center. 
How do I clean the IQOS ILUMA PRIME’s leather wrap, and is it covered by warranty? 

Checking the battery level of the pocket charger is easy. Simply short press the side button on the pocket charger. The pocket charger lights will turn on to indicate the battery level:
•   4 WHITE lights mean the battery is fully charged
•   3 WHITE lights mean up to 75% battery life remaining
•   2 WHITE lights mean up to 50% battery life remaining
•   1 WHITE light means up to 25% battery life remaining 

It takes around 135 minutes to fully charge the pocket charger and up to 10 minutes to fully charge the holder for the first time after unpacking. The holder recharge times are:
 
- 1’ 50” for 1 use*
- 3’25” for 1-2 uses*
- 5’ 15” 0-2 uses*
and 10’ 05” for its first charge out of the box*

*Please refer to the battery degradation section.