Your IQOS device - FAQs

IQOS ILUMA is the new generation of devices that heats tobacco sticks instead of burning it and aromatic tobacco-free sticks with nicotine, through the SMARTCORE INDUCTION SYSTEM technology with no blade.

• IQOS ILUMA PRIME: Our most advanced, refined device in anodised aluminium with bladeless induction technology and no cleaning;
• IQOS ILUMA: Redesigned iconic for a better and easier user experience*. Induction technology with no blade and no cleaning. More intuitive and easier to use than previous IQOS models;
  (*Most IQOS users agree that the IQOS ILUMA provides a more satisfying experience than previous IQOS models. Source: Studies conducted in Italy and Japan on a total of 714 IQOS users, November 2020 - March 2021)
• IQOS ILUMA ONE: Unique and innovative, allows up to 20 consecutive uses for an easier user experience. With induction technology, no blade and no cleaning.

The main differences between IQOS ILUMA, IQOS ILUMA PRIME and IQOS ILUMA ONE:

1. Use: IQOS ILUMA and IQOS ILUMA PRIME consist of a pocket loader and a holder, whereas IQOS ILUMA ONE is an all-in-one device. 
2. Consecutive sessions: with the IQOS ILUMA and IQOS ILUMA PRIME holders you get two consecutive sessions, while the IQOS ILUMA ONE offers 20 consecutive sessions.
3. Charging: It takes 2 hours and 15 minutes to fully charge the IQOS ILUMA PRIME and IQOS ILUMA. Fully charging the IQOS ILUMA ONE takes one hour and 30 minutes.
4. Weight: The total weight of the pocket charger and the holder of the IQOS ILUMA PRIME is 171.5 g. In contrast, the IQOS ILUMA weighs 147 g and the IQOS ILUMA ONE 68.5 g.

Would you like to know the differences between IQOS ILUMA and the previous generation IQOS? IQOS ILUMA represents the next generation of IQOS and boasts the innovative SMARTCORE INDUCTION SYSTEM.

Differences between SMARTCORE INDUCTION SYSTEM and HeatControl Technology

The IQOS 3 DUO tobacco heated device, as well as devices from previous generations, heats specially designed tobacco sticks using HeatControl Technology blade heating technology.

The devices in the IQOS ILUMA range heat the tobacco from the inside and aromatic tobacco-free sticks with nicotine, using the innovative SMARTCORE INDUCTION SYSTEMTM technology, with no blade and no cleaning.

Furthermore, thanks to the AutoStart/Stop function available for the IQOS ILUMA and IQOS ILUMA PRIME models, the IQOS ILUMA devices are easier to use than previous generations, such as the IQOS 3 DUO.

The IQOS ™ system is a revolutionary electronic device with advanced temperature regulation software. The IQOS ™ device heats the tobacco contained in the HeatStick to a controlled temperature. Consequently an aerosol is generated which releases the authentic taste of tobacco without generating smoke or combustion, without ash and with less odor than cigarettes.

The IQOS holder contains a special heating blade in gold and platinum, coated in ceramic, and contains cutting-edge electronic parts that regulate the heat for a constant experience. Only IQOS directly heats the tobacco from the inside thanks to the exclusive heating blade, without burning the paper. The foil maintains the temperature of the tobacco constant for a full satisfaction of the taste from the beginning to the end.

The symbol of the crossed-out wheelie bin depicted on the electrical and electronic equipment or on the packaging of the same indicates that the user must not dispose of the equipment at the end of its useful life, as mixed urban waste but will have to separate waste by conferring the equipment itself at the appropriate separate waste collection centers, or return it to the retailer when purchasing a new equivalent type of equipment.

On iqos.com you can find a guide that collects useful information about how to travel with your heated tobacco device. Discover tips and tricks on how to use and transport IQOS devices and specially designed sticks during your trip.

If your IQOS 3 DUO is charged but still does not work, you may need to reset it. To do this, after placing the Holder in the Pocket Charger, press and hold the Pocket Charger button for 10 seconds (until the lights go out). When the button is released, all the lights will flash white to confirm RESET.

Keep IQOS away from water, direct sunlight and/or heat. Do not leave IQOS device for extended period of time in a hot place, such as inside a car, as the battery or electronics may be damaged or significantly deteriorated.
If you need further information on how to use IQOS while travelling abroad with different weather conditions read the Heated Tobacco Travel Guide

For an optimal experience, we recommend that you always keep your IQOS device within the indicated temperature range. Your IQOS can work at many different temperatures, the important thing is that it is within the optimal range.

The range varies depending on the model:

• IQOS ILUMA devices: about 0-40
• IQOS 3 DUO / IQOS 3 MULTI: about 0-50
• IQOS 2.4 Plus: about 10-40

When the IQOS device is outside the operating temperature range, some status lights may flash.

We recommend that you always keep your IQOS devices fully charged for an optimal experience, especially when using the tobacco heater for the first time. We recommend that you fully charge your IQOS device before the first use and when the battery is fully discharged.

Depending on the model, the IQOS device will need to be recharged after 10 or 20 uses:

• IQOS ILUMA / IQOS 3 DUO / IQOS 2.4 Plus: charging after 20 uses
• IQOS 3 MULTI charging after 10 uses

In order to have an experience of constant taste and always optimal operation of the device we recommend that you periodically clean your device with steel foil or tip after about 20 uses. It only takes a minute to clean your IQOS device. Of course you can also clean it more frequently. Make sure you only use IQOS cleaning products. Avoid applying excessive pressure and touching the heating foil.

Follow these steps to clean your Lil SOLID 2.0 device: Quickly press the button 5 times (within 2 seconds). The status LED flashes orange for 90 seconds while the cleaning process proceeds automatically. At the end of the cleaning process, the status LED turns off automatically and the device emits 2 vibrations.

Follow these steps to clean your IQOS device with foil:

1. Make sure your IQOS has cooled (take your time).
2. Remove the tobacco stick.
3. Open the rotating end of the cleaning tool and insert it without turning it. Rotate gently three times. Remove the instrument without turning it. Gently tap the device to remove any residue.
4. Open the end with the brush of the cleaning tool and align the position of the device and the heating foil. Insert gently without turning. Move the brush from left to right to remove residues around the foil. Gently tap the device to remove any residue.
5. Use cleaning sticks to clean the inside of the device without touching the heating foil.
6. Also clean the inside of the hood from the bottom and edge.

All IQOS devices should be stored neither too dry nor too wet. It is therefore important to keep IQOS away from liquids and heat sources. Store your IQOS in a dry, ventilated place. Also, keep IQOS devices within the operating temperature range. Be sure not to expose IQOS devices to excessive heat or moisture. If you haven’t used your IQOS for some time, first make sure it is in the operating temperature range and then fully charge it before using it.
If you need further information on how to use IQOS while travelling abroad with different weather conditions read the Heated Tobacco Travel Guide

Cleaning the device with IQOS cleaning sticks will remove any tobacco residue on the foil and in the holder.
IQOS cleaning sticks prevent cotton residue from remaining in the holder.
It is critical not to add any liquid to dry IQOS cleaning sticks because you could damage the IQOS device or create toxic residues that would be released into the aerosol. Always use the supplied IQOS cleaning sticks to properly clean the IQOS holder.

We often emphasize the importance of regularly cleaning the IQOS device with cleaning sticks and the IQOS cleaning tool to achieve an optimal experience. But how do you clean the IQOS cleaning tool?
Follow these steps to clean IQOS cleaning tool:
- Gently tap the IQOS cleaning tool on a surface.
- Use a cloth to remove residues.
- Do not clean it with water as it may damage the electronic components of the IQOS device during cleaning.
Always treat IQOS cleaning accessories with care because they extend the life of your device and give you an optimal experience.

Resetting IQOS devices allows you to achieve an optimal experience while avoiding any problems. The presence of flashing red lights on the pocket charger or IQOS holder indicates that you probably need to perform a device reset. In most cases, this operation solves the problem. If the reset does not resolve the error on your IQOS device, please use our online diagnostic tool.

By purchasing the IQOS device, you will receive the complete product kit.
This includes an IQOS user manual, present in all original IQOS packaging.
You can also download user manuals of all IQOS models in PDF format.
To do so, visit the Getting Started section with IQOS, select the template you want to download the guide for, and use the download link at the bottom of the page.

IQOS is an electronic device and should be used with the same level of attention as other similar devices such as, for example, smartphones.
You need to protect IQOS from rain (as it is not waterproof), direct sunlight and heat. Do not leave IQOS in a very hot place for a long time, for example, inside the car. Otherwise, the electronic components may stop working or suffer significant damage. The IQOS holder must always be completely dry before inserting it into the pocket charger.
In general, all IQOS devices are not designed to be wet, immersed in any liquid, exposed to the sun. Therefore, in the event that the device no longer lights up or does not work properly, the warranty will not cover this type of damage. However, please contact us at our Customer Service or visit one of our service points to see if you have a Care Plus replacement for accidental damage to the IQOS CLUB program.
However, we strongly recommend that you take care of the IQOS device and always keep it within the operating temperature range.
If you need further information on how to use IQOS while travelling abroad with different weather conditions read the Heated Tobacco Travel Guide

To check how many uses of IQOS you have available, you can choose one of these two modes. You can use the holder or the pocket charger with the holder inserted.
Check via the holder:
• Tilt the stand towards you (for IQOS ILUMA and IQOS ILUMA PRIME devices) or briefly press the button.
• The lights will turn on and indicate the battery level.
2 lights indicate that the holder is ready for 2 uses. One light means you only have one use.

Check via pocket charger:
• Briefly press the side button of the pocket charger with the holder inserted.
• The pocket charger light will turn on.
2 lights indicate that the holder is ready for 2 uses. One light means you only have one use.

No, IQOS devices are designed to be used exclusively with the respective specially designed tobacco sticks. Specifically, IQOS ILUMA can only be used with TEREA, DELIA and LEVIA SMARTCORE STICKS to achieve an optimal experience. IQOS devices with blade, such as IQOS 3 DUO and earlier models, are designed to work exclusively with HEETS tobacco sticks.

IQOS ILUMA devices (including batteries) should not be disposed of with other household waste.
It is therefore necessary to dispose of the waste equipment by delivering it to a collection point for the recycling of waste electrical and electronic equipment.
In addition, waste equipment (including batteries) can be returned free of charge to the point of sale when a new electrical and electronic equipment is supplied.
Waste equipment may in any case be returned free of charge to outlets with a retail area of at least 400 m2 of electrical and electronic equipment ("EEE").

Yes. You should pack your tobacco heated device in your hand luggage when travelling, but we always advise you to check the regulations on transport and use in your destination country if different rules apply. In any case, please note that using electronic cigarettes or tobacco warmers is strictly prohibited in any area of the aircraft, including the on-board toilets.

In many cases, the amount of tobacco sticks allowed abroad is similar to the amount allowed when travelling with cigarettes, but may vary from country to country.

It is recommended to check the permitted quantities for transport with the embassies in the country of destination.

The customs authorities of the country of destination and possibly of the country of transit may challenge the exceeding of the permitted quantity on entry and may confiscate the product or in some cases apply penalties.

It is the traveller's responsibility to comply with the rules on allowances of the country he is travelling to.

HEETS tobacco sticks are sold in various countries according to local regulations.

If you travel abroad, please note that not all IQOS products are available in every country.

IQOS is currently sold in the following countries:

• European Union: AUSTRIA, BULGARIA, CANARY ISLANDS, CROATIA, CYPRUS, CZECH REPUBLIC, DENMARK, ESTONIA, FRANCE, GERMANY, GREECE, HUNGARY, ITALY, LATVIA, LITHUANIA, MONACO, NETHERLANDS, POLAND, PORTUGAL, ROMANIA, SLOVAKIA, SLOVENIA, SPAIN, SWEDEN, as well as SWITZERLAND and the UNITED KINGDOM
• Eastern Europe: ALBANIA, ARMENIA, BOSNIA AND HERZEGOVINA, GEORGIA, KAZAKHSTAN, KYRGYZSTAN, MACEDONIA, MOLDOVA, MONTENEGRO, RUSSIA, SERBIA, UKRAINE, UZBEKISTAN
• Middle East and Africa: BAHREIN, EGYPT, JORDAN, KUWAIT, LEBANON, MOROCCO, PALESTINE, REUNION, SAUDI ARABIA, SOUTH AFRICA, NORTHERN CYPRUS, TUNISIA, UNITED ARAB EMIRATES, INDONESIA.
• Asia: JAPAN, KOREA, MALAYSIA, MALDIVES, NEW ZEALAND, PHILIPPINES.
• America: ARUBA, CANADA, COLOMBIA, COSTA RICA, CURACAO, DOMINICAN REPUBLIC, GUATEMALA, MEXICO.
• DUTY FREE
  
  This is a list of countries where IQOS ILUMA and SMARTCORE STICKS are available:
  Andorra, Saudi Arabia, Bahrain, Bulgaria, Croatia, Turkish Cyprus, Greek Cyprus, South Korea, Denmark, Duty Free, Egypt, United Arab Emirates, Philippines, Greece, Hungary, Japan, Germany, Indonesia, Italy, Canary Islands, Kazhakhstan, Lithuania, Latvia, Portugal, Poland, Netherlands, United Kingdom, Romania, Czech Republic, Switzerland, Spain, Slovakia, Sweden, Serbia, Slovenia.

It is not recommended to use the IQOS devices immediately after taking them out of the packaging, in fact, before starting to use IQOS, you need to charge it fully with a power adapter and a charging cable.

Yes, you need to fully charge your device before use: about 135 minutes for the IQOS ILUMA and IQOS ILUMA PRIME devices, and about 90 minutes for the IQOS ILUMA ONE device.

You can check the battery level of your device quickly and easily at any time. Press the button on your IQOS to check the battery level.

When the status bar is fully illuminated, the device is fully charged and can be used for up to 20 experiences.