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Troubleshooting your IQOS

Try online IQOS Diagnostic tool which can help you find a solution for device issues in a few easy steps.

Start now

An IQOS ILUMA ONE on a leather surface.
Two people with mobile phones having coffee.

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.

A person holding a mobile phone.

Why all lights blink twice in white and then switch-off?

Your IQOS ILUMA ONE may be out of range of temperature (0°C-40°C). If it's too cold, try to warm it in your hands and try again.

A person holding a sheet of paper.

Why are bottom lights blinking 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.

Someone handing over an IQOS box.

Why does the bottom light blink red?

It's likely that an error has occured. Please try to reset your IQOS ILUMA ONE. If the red light persists, please contact our Customer Care or use IQOS Diagnostic tool.

A laptop computer and IQOS device on a table.

How to reset the system?

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.

Got a question?
Find the answers in our FAQs.

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Need assistance?

We’re ready to help you I-V 8:00-20:00, VI-VII 9:00-19:00.