IQOS ILUMA i troubleshooting - FAQs

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.

Preheating

After inserting the stick, a vibration indicates that preheating has started.
The circular LED starts to fill from bottom to top. When the circular LED is full, preheating is complete and the device is ready for use.

Available experiences

Two horizontal LEDs indicate that the device is ready for 2 uses.
One horizontal LED indicates that the device is ready for 1 use.
Depending on the remaining charge, further usage may be available.
In this case the option above will be displayed again.*

*The third use depends on the remaining charge of the device. Only available in Performance mode. If Pause was activated during one of the first two uses, the third use will not be available.

Automatic start-up disabled

3 horizontal LEDs alternating in repetition for 3 minutes

Device lock

horizontal leds and a circle below

Support outside the optimal temperature range

2 vertical leds alternating from top left and bottom right to top and bottom left (3x)

Pause Mode

If the mode is available, two vertical leds on the touch screen will be displayed.
During the pause, the leds on the touch screen will indicate that the pause is active by decreasing the brightness progressively counterclockwise.
After resuming the experience, preheating will take an average of 20 seconds and the touch screen will show the full circular LED.
When the circular LED of the holder's touch screen is visible, the experience can be resumed.

Flex Battery

PERFORMANCE MODE: two horizontal leds indicate that the device is ready for 2 uses.
After the first use the screen will show a horizontal led indicating that the second use is available.
If the third use is available, the display will again show a horizontal led*.

*The third use depends on the remaining charge of the device. Only available in Performance mode. If Pause was activated during one of the first two uses, the third use will not be available.

ECO MODE: A horizontal LED indicates that the device is ready for 1 use.

Device brightness

The intensity level of the LED varies between 100% (High) and 30% (Low).

Low Battery

The number ‘0’ indicates that the battery is low and no more experiences are available. No experience available.

The issue may come from various reasons.

Please, check the following:

1. Your device may be in the Eco Mode (FlexBattery feature):
   • In Eco Mode, your Holder will be set for a single use only, lasting up to 6 minutes.
   • In Eco Mode, the Holder will always show one horizontal line (when fully charged).
   • You can change the FlexBattery setting in the IQOS App to Performance Mode, which allows multiple consecutive uses
2. Discharged Holder:
   • The Pocket Charger should be sufficiently charged (at least one solid white light) to allow full charge of the Holder
   • 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:
   • 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:
   • The operating temperature range for the IQOS ILUMA i PRIME devices is 0°C - 40°C. If used outside of its operating range, an experience could be interrupted or not starting.
   • Bring the device to the optimal temperature range
5. Battery degraded:
   • If the lights blink 8 times during the experience after 12 months since the purchase – normal battery degrading situation.
   • If the lights blink 8 times during the experience before 12 months since the purchase – eligibility replacement check.
6. Humid sticks:
   • If the SMARTCORE STICKS® are humid, the device may need to use more energy per use. This may discharge the battery more rapidly.
   • To store your SMARTCORE STICKS® in the optimal conditions, keep them in a closed pack and do not expose to humidity or humid weather conditions.

This issue may come from various reasons:

1. You are using Pause feature in Performance Mode:
   • 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.
   • If you use the Pause, the device will only deliver 2 consecutive uses.
2. Holder is not fully charged:
   • Charge your Holder by placing it in a charged Pocket Charger.
   • Note that the 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:
   • 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.
   • Bring the device to the optimal temperature range.
4. Humid sticks:
   • If the SMARTCORE STICK® are humid, the device may need to use more energy per use. This may discharge the battery more rapidly.
   • To store your SMARTCORE STICK® in the optimal conditions, keep them in a closed pack and do not expose to humidity or humid weather conditions.
5. Battery degradation:
   • The battery degradation may happen over time as for any other electronic device.
   • In this case, the replacement is not covered by the warranty.

There may be several reasons for this issue:

1. Incorrect stick:
   • The device is designed to only work with SMARTCORE STICK®. If you use any other product, the experience duration may be impacted or may not start.
2. Incorrect insertion of the stick & usage:
   • Ensure you insert your SMARTOCRE STICK® the right way.
   • Insert the SMARTCORE STICK® to the line on the filter with coloured part facing outside.
   • 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:
   • 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.
   • Bring the device to the optimal temperature range.
4. Pause Mode activated by error
   • 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.

Please, check the following as a possible cause of this issue:

• Incorrect manipulation: Open the IQOS App and ensure Performance Mode and Pause are turned ON. Activated Pause Mode is illustrated by 2 short vertical lines at the top of the screen and is activated by swiping down across the entire Touch Screen on the device Holder.
• Pause is already used: Pause Mode is only available for one of the first two experiences delivered by a fully charged Holder (Performance Mode).
• Eco Mode activated: your device has Pause Mode available only in Performance Mode (FlexBattery feature). Pause Mode is not available in Eco Mode. To enable Pause Mode feature, change your FlexBattery feature from Eco Mode to Performance Mode via IQOS App.
• Too late in the experience: Pause Mode is only available within the first 3 minutes or 8 puffs of the experience. If you try to active the Pause Mode outside this range, it will not be available.
• Right gesture: the right gesture to activate Pause Mode is to swipe across the entire Touch Screen. This was done to avoid unintentional activation of Pause Mode.
• Battery degradation: please, contact us or visit the nearest IQOS Store for assistance.

By default, on a new device, the AutoStart is activated. You can also swipe your finger up from the bottom to the top of the screen to manually start the experience.

• Ensure your device is turned on.
• If you experience difficulties starting your experience automatically upon stick insertion, check the following:

Discharged Holder:

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

Device is locked:

• De-activate the device lock via IQOS App.

Device is outside the optimal temperature range:

• The operating temperature range for IQOS ILUMA i PRIME devices is 0°C - 40°C. If used outside this operating range, an experience could be interrupted or not starting.
• Bring the device to the optimal temperature range.

AutoStart is de-activated:

• If a stick is inserted and AutoStart is disabled, 3 horizontal lines will show in wave 3x
• Open the IQOS App and ensure AutoStart is activated, and Device Lock is de-activated.

Incorrect stick or incorrect stick insertion:

• The device is designed to only work with SMARTCORE STICK®. If you use any other product, the experience duration may be impacted or may not start.
• Ensure that the SMARTCORE STICK® is fully inserted (approximately up to the line)

To confirm that the experience has started, the device will vibrate, and the ring will slowly appear from the bottom of the screen until fully closing.

1. If you experience difficulties using the Touch Screen, check the following:
   • You are not using gloves
   • Your fingers are clean and dry
   • The screen is not broken or cracked
   • The screen is clean and dry
2. If there are no lights on the screen, check if:
   • Your Holder is ON
   • Your Holder is charged
   • Your Holder has not been damaged
3. If there are lights on the screen, perform a reset.
4. If physical damage and the above steps did not resolve the issue, please, contact us or visit the nearest IQOS Store for assistance.