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Troubleshooting IQOS ILUMA i ONE
Troubleshoot device issues with our guide.
IQOS online troubleshooting tool
Easily diagnose and resolve device issues in minutes. Start troubleshooting right away: we’ll guide you to immediate, accessible solutions—no waiting or queuing. If eligible, you can request a replacement device yourself.
Go to the IQOS Solver
Quick guide for your IQOS ILUMA i device
Number “0” flashing
Light holder
Pause mode
- Number “0” flashing
- Light holder
- Pause mode
Is number “0” flashing on the touch screen
Is number “0” flashing on the touch screen of your IQOS ILUMA i 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 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.
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.
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.
You can find further useful information in the IQOS ILUMA user guide.
The IQOS ILUMA i User Guide will allow you to learn more about how your device works and discover all its features.
Got a question?
Find the answer in our FAQs
Related topics
Warranty
If you are on vacation or traveling for work in a country where IQOS is available and your device is damaged, let us know and we will send you a free replacement device.
Do you need further support?
Get support for your IQOS device through one of our channels.
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