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.

We Care

This website contains information about our smoke-free products and we need your age to make sure that you are an adult in Italy 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.

Self-diagnose your IQOS ILUMA i PRIME

Start now

Blue IQOS ILUMA i PRIME device, its charger and a laptop on a table
Garnet Red IQOS ILUMA i PRIME device and its charger on a grey table

Number "0" flashing on the Touch Screen

Is number “0” flashing on the Touch screen of your IQOS ILUMA i PRIME holder 3 times? Then your holder is discharged, and here is how to charge your holder:

1. Place the holder back inside the IQOS ILUMA i PRIME Pocket Charger. Ensure it is placed correctly and close the Pocket Charger door.

2. Make sure your pocket charger is charged enough to fully charge the holder.

3. Leave the Holder to charge, until at least one Holder’s status light turns solid white on the Pocket Charger.

Blue IQOS ILUMA i PRIME device and its charger on a green table

Lights on holder not turning ON

After swiping up, are your holder lights not turning ON? Here’s what to do to resolve the no lights issue on the holder:

1. Check whether the Pocket Charger is charged for at least one experience. To identify this, at least one solid white light will turn on.

2. Clean the contacts between the holder and the Pocket Charger.

3. Place the holder inside the pocket charger- ensure it is placed correctly- and leave the holder until at least one of the holder lights on Pocket Charger turns solid white.

4. Remove the holder from the Pocket Charger and press the holder’s button.

Black IQOS ILUMA i PRIME device and its charger on a brown table

Pause mode is unavailable

As a first step, ensure that Performance Mode and Pause Mode are activated in the IQOS APP.

  • The Touch Screen shows whether Pause mode is available or not, as Pause mode is illustrated by 2 short vertical lines at the top of the Touch Screen.
  • Pause Mode can be used once in the first or second consecutive use in Performance Mode and can be activated within the first 3 minutes, or 8 puffs of the experience.

1. Swipe down across the entire Touch Screen to activate the Pause mode.

  • If the swiping motion does not cover the entire length of the Touch Screen, pause mode will not be activated.

2. Resume the experience, swipe UP across the entire Touch Screen and wait for the heating.

  • Pause Mode can last up to 8 minutes. If experience is not resumed, the Holder will automatically switch off.

Do not use IQOS ILUMA™ and TEREA™ sticks with previous IQOS™ generations, as this may cause damage to your device. TEREA™ sticks contain metal parts. Keep out of reach of children to prevent disassembly or ingestion.

Important information

Got a question?
Find the answer in our FAQs.

FAQs

Something we haven’t covered?

There are several ways you can reach us.

Your question may have already been answered. Browse our FAQs to find out.

Look through our FAQ

Chat in real time with an IQOS Expert, available every day from 9am to 8pm.

Let's chat

Get support and the latest updates on our Facebook page.

Write us on Facebook

Write to us too. Our inbox is never too full.

Send us an email

Search for the stores closest to you where you can purchase IQOS and Lil devices, accessories, discover the services dedicated to you or receive assistance.

Find store

Make a telephone appointment with an IQOS Expert at a time that is most convenient for you

Book appointment

Talk to an IQOS Expert. Available every day from 7.00 to 22.00.

Call us

IQOS ILUMA™ is designed to be used only with SMARTCORE STICKS™. Do not use IQOS ILUMA™ and SMARTCORE STICKS™ with previous IQOS™ generations, as this may cause damage to your device. Do not ingest or disassemble SMARTCORE STICKS™. This product contains a sharp metal part which can cause serious injury if swallowed. Keep out of reach of children.

Important information

This product is not risk free and provides nicotine, which is addictive. Only for use by adults who would otherwise continue to smoke or use other nicotine products.