English
Shop
Explore products and buy
Devices
New to IQOS?
Refreshed Devices
Pre-owned. Pre-loved. Devices with a past and a future
Tobacco sticks
TEREA Discovery Sets: Explore taste sensations
Accessories
New IQOS ILUMA PRIME Accessories
New IQOS ILUMA i PRIME
Club
New federal Law on tobacco products and electronic cigarettes
Inserting TEREA tobacco stick in the IQOS ILUMA ONE
A TEREA stick may be broken in the IQOS ILUMA ONE device. Try using a toothpick to remove the part of the stick that remains in the device.
Why do I see the white lights on my IQOS ILUMA ONE device, 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.
All lights of my IQOS ILUMA ONE device, blink twice in white and then switch-off
Your IQOS ILUMA ONE may be out of range of temperature (0°C⁓40°C). If too cold, try to warm it in your hands and try again.
The bottom light of my IQOS ILUMA ONE blinks yellow
Tap the button on your IQOS ILUMA ONE to check the battery level. If the bottom of the light strip blinks yellow, this means the battery is low on charge. Charge the IQOS ILUMA ONE with the manufacturer-approved power adaptor. For a full charge, plug the device for at least 75 minutes. When full, all lights will stay solid white and then turn off.
Bottom light of my IQOS ILUMA ONE 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 my IQOS ILUMA ONE
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?
- The IQOS ILUMA Holder only needs to detect the presence of a TEREA stick in order to start an experience. A used stick will not be able to generate any substantial aerosol.
- Ensure the TEREA stick was inserted correctly as per the user guide instructions.
- 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.
See Important information
Something we haven’t covered?
There are several ways you can reach us. Our customer care service is available for you on:
Monday - Friday 08:00 - 20:00
Saturday - Sunday 09:00 - 18:00
Use our live chat
Chat to our IQOS Experts in real time. Just give them a message and they’ll say hello within seconds.
Facebook us
We’re very social on our social media, so feel free to message us with any questions and we’ll get back to you in minutes.
Send us an SMS
Chat to our IQOS Experts in real time (+41798075558). Just give them a message and they’ll say hello within seconds.
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.
Give us a ring
Sometimes you just want to talk with someone. We get it. Try our phone or video-calls support line (0800 050 000*). You will be directly connected to our IQOS experts.
*Some fees may apply, please speak to your network operator.