Please enter your date of birth to confirm you are an adult user of nicotine or tobacco products.

CONFIRM


Sorry!
This website is intended only for users of nicotine or tobacco products who are over 18.

This website contains information about our smoke-free products and we need your age to make sure that you are an adult who would otherwise continue to smoke or use nicotine products. Our nicotine and tobacco products are not an alternative to quitting and are not designed as cessation aids. They are not risk free. They contain nicotine, which is addictive. Only for use by adults. Please visit the Important Information page of this website for further risk information.
Free shipping. BUY NOW

﬋ cart 0
myIQOS wordmark.

AQURE - IQOS ILUMA ONE Online Diagnosis

View online diagnosis

An IQOS ILUMA ONE on a leather surface.

Select your device

An IQOS box and IQOS ILUMA PRIME on a table.

Inserting tobacco stick

A tobacco stick may be broken in the device. Try using a toothpick to remove the part of the stick that remains in the device.

IQOS ILUMA ONE devices in different colours.

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.

An IQOS ILUMA device and mobile phone.

All lights blink twice in white and then switch-off

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.

An IQOS ILUMA device and mobile phone.

Bottom light 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.

An IQOS box.

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.

A laptop computer.

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.

Travel documents on a table.

Difficulties with the draw?

1. The IQOS ILUMA™ Holder only needs to detect the presence of a SMARTCORE STICK™ in stick order to start an experience. A used stick will not be able to generate any substantial aerosol.

2. Ensure the stick was inserted correctly as per the user guide instructions.

3. Heated tobacco 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.

Still with questions?
Consult Frequently Asked Questions.

See FAQs

Contacts

We are available to help you through various channels.

  • Live Chat Icon
    Live chat

    Immediate support from the customer support team.
    From 09h-00h.
    Start chat

  • Facebook Icon
    Facebook

    Chat on the customer support page.
    From 09h-00h.
    Go to Facebook

  • Email Icon
    E-mail

    Write us to contact.pt@iqos.com.
    We will respond shortly.
    Send email

  • Phone Icon
    Phone

    Free call to 800200098.
    From 09h-21h.
    Call us

  • Questions Icon
    Got a question?

    Find the answer in our FAQs.
    Search FAQs