There may be several reasons for this issue:

1. Incorrect stick:

   1. The device is designed to only work with tobacco sticks specially designed for IQOS ILUMA devices. If you use any other product, the experience duration may be impacted or may not start.

2. Incorrect insertion of the stick & usage:

   1. Ensure you insert your tobacco stick the right way.

   2. Insert the tobacco stick to the line on the filter with coloured part facing outside.

   3. Ensure you allow the pre-heating of the stick, and you do not pull it out or move during the experience.

3. Device is outside the optimal temperature range:

   1. If the Holder is used outside the optimal temperature range (0°C – 40°C), the device may need to use more energy. This may discharge the battery more rapidly.

   2. Bring the device to the optimal temperature range.

4. Pause Mode activated by error (applicable for IQOS ILUMA i PRIME and IQOS ILUMA i):

   1. If you accidentally swiped down across the entire Touch Screen, you activated the Pause Mode. The experience will temporarily stop. If the experience is not resumed within 8 mins, the experience will end.

5. Dirt or objects in the heating chamber: Check the heating chamber for broken sticks or other debris or objects. Do not insert any sharp objects in the heating chamber to avoid damaging your device.

Applicable only to IQOS ILUMA i PRIME and IQOS ILUMA i. This issue may come from various reasons:

1. You are using Pause feature in Performance Mode:

   1. With a fully charged Holder, you can have the 3rd consecutive experience in Performance Mode (FlexBattery feature) if you do not use the Pause for the first two experiences.

   2. If you use the Pause, the device will only deliver 2 consecutive uses.

2. Holder is not fully charged:

   1. Charge your Holder by placing it in a charged Pocket Charger.

   2. Note that the Touch Screen will not show 3rd available experience even if the Holder is fully charged and the experience is available.

3. Device is outside the optimal temperature range:

   1. If the Holder is used outside the optimal temperature range (0°C - 40°C), the device may need to use more energy per use. This may discharge the battery more rapidly.

   2. Bring the device to the optimal temperature range.

4. Humid sticks:

   1. If the tobacco sticks are humid, the device may need to use more energy per use. This may discharge the battery more rapidly.

   2. To store your tobacco sticks in the optimal conditions, keep them in a closed pack and do not expose to humidity or humid weather conditions. 

5. Battery degradation:

   1. The battery degradation may happen over time as for any other electronic device.

   2. In this case, the replacement is not covered by the warranty. 

Applicable only to IQOS ILUMA i PRIME and IQOS ILUMA i. The issue may come from various reasons. Please, check the following:

1. Your device may be in the Eco Mode (FlexBattery feature):

   1. In Eco Mode, your Holder will be set for a single use only, lasting up to 6 minutes.

   2. In Eco Mode, the Holder will always show one horizontal line (when fully charged).

   3. You can change the FlexBattery setting in the IQOS App to Performance Mode, which allows multiple consecutive uses.

       

2. Discharged Holder:

   1. The Pocket Charger should be sufficiently charged (at least one solid white light) to allow full charge of the Holder.

   2. Place the Holder in a charged Pocket Charger and leave it charging until the two Holder’s lights on the Pocket Charger turn solid white.

3. Dirty contacts:

   1. Clean the contacts on the Holder and on the Pocket Charger (the place where the Holder gets in contact with the Pocket Charger).

       

4. Out of optimal temperature range:

   1. The operating temperature range for the IQOS ILUMA i devices is 0°C - 40°C. If used outside of its operating range, an experience could be interrupted or not starting.

   2. Bring the device to the optimal temperature range.

       

5. Battery degraded:

   1. If the lights blink 8 times during the experience after 12 months since the purchase – normal battery degrading situation.

   2. If the lights blink 8 times during the experience before 12 months since the purchase – eligibility replacement check.

6. Humid sticks:

   1. If the tobacco sticks are humid, the device may need to use more energy per use. This may discharge the battery more rapidly.

   2. To store your tobacco sticks in the optimal conditions, keep them in a closed pack and do not expose to humidity or humid weather conditions.

If you see the unusual screen indication, this may indicate one of the below. Applicable only to IQOS ILUMA i PRIME & IQOS ILUMA i. 
 

Screen: 2 vertical lines (one at the top, one at the bottom) alternating side 3x

Issue: Device is out of operating temperatures range.

Action: Bring the device to the optimal temperature range (0 – 40°C).

Screen: One or two horizontal lines blinking 8x 

Issue: Battery End of Life; One or both experiences permanently lost

Action: Eligibility replacement check.

Screen: Letter “E” flashing 3x

Issue: Proximity to magnet affecting device / Device malfunction / Firmware update failed or interrupted

Action: Reset the device.

Screen: Number “0” flashing 3x

Issue: Low battery.

Action: Charge the Holder by inserting it in a charged Pocket Charger.

Screen: Horizontal line and a circle underneath

Issue: Device locked 

Action: De-activate the “Device Lock” feature via IQOS App.

Screen: No lights

Issue: Holder OFF / Holder discharged / Contacts dirty / broken Holder

Action: switch on the Holder, charge it or clean it. In case of broken Holder, please, contact us or visit the nearest IQOS Service Point for assistance. 

Screen: 3 horizontal lines appear in waves 3x

Issue: AutoStart is disabled (even when the stick is inserted)

Action: Activate AutoStart feature via IQOS App.

If you have not used the device for a long period of time, first, try to charge it to ensure it can function. Please, ensure there is no visible damage before use. 

In case you notice any malfunctioning during the use of the product, please stop using the device. 

When you start charging the battery after a long period of inactivity, i.e. when your battery is completely depleted, the charging lights may not appear after up to 10 minutes. This is a normal process.

Lights Blink Yellow - Battery depleted, need to charge.

Lights Blink White Twice – device is outside operating temperature range (0°C~40°C).

Lights Blinks Red – reset the device. If red light blinking persists -> please, contact us or visit the nearest IQOS Service Point for assistance.

To reset IQOS ILUMA i ONE, press the Button for 7 seconds, then release. 
All Status Lights will turn OFF, blink twice, and turn on. 

To check the charge level, short press the Button. Status Lights will turn ON to indicate battery level: 

• 4 LEDs = more than 75% charged

  • 1 LED = less than 25%. 

  • 1 LED orange triple blink = battery depleted. Need to charge.

Before first use, fully charge your device with a compatible AC Power Adaptor (5V, 2A, Type C output) and USB-C charging cable from an electrical outlet.

A full charge takes approx. 90 min (1h 30 min)

IQOS ILUMA i ONE does not require a full charge to work, however we recommend to fully charge it before the first use.

1. Turn on the device - press and hold the Button for 4 seconds, then release; Status Lights will turn ON slowly. 

2. Slide the cap to open.

3. Insert tobacco stick to the line on filter until the device vibrates and lights pulse.

4. Preheating starts automatically (AutoStart), or, by pressing the Button for 1 second (app. 20 sec). 

5. 2nd vibration and Status Light stays fixed - you can start using.

6. During the use, Status Light will indicate remaining time.

7. To signal the last 30 sec or last 2 puffs, the device will vibrate once with one light pulsing white.

8. Remove tobacco stick.

9. Slide the cap back to close.

IQOS ILUMA i ONE is equipped with AutoStart/AutoStop feature.  
The experience will stop automatically if the tobacco stick is moved or removed from the device.