Care and troubleshooting

Last updated 7 October 2026

Most heated tobacco device faults come down to one of three things: an incompatible stick, a dirty heating chamber or a charging problem. The correct fix depends on the platform. IQOS ILUMA uses induction and has nothing inside the holder to clean, while chamber devices need appropriate cleaning and inspection.

Start by checking the stick and device match, then let the device cool before examining it. Do not force a broken stick out, dismantle the device or insert improvised tools. If the fault remains after the basic checks below, contact the device manufacturer or seller for platform-specific support.

First check the stick and device match

A device may appear not to heat when the real problem is an incompatible stick. Stick formats are not interchangeable between platforms. IQOS sticks do not fit glo, Ploom or lil devices, and those formats do not fit IQOS devices.

TEREA, DELIA and LEVIA work with the IQOS ILUMA series only. VIRTO and RIVO work with glo Hilo only. VEO, NEO and Kent are for the glo HYPER platform, while EVO and LYO are for Ploom devices. BLENDS and BEYOND are for BONDS by IQOS, and FIIT is for the lil SOLID family only. The full compatibility chart is the quickest way to check a doubtful combination.

Device platform	Compatible stick lines	Key point
IQOS ILUMA series	TEREA, DELIA, LEVIA	Induction; no blade inside the holder
glo Hilo	VIRTO, RIVO	Heats sticks in a chamber
glo HYPER	VEO, NEO, Kent	Not compatible with Hilo sticks
Ploom	EVO, LYO	LYO is for Ploom AURA
BONDS by IQOS	BLENDS, BEYOND	Uses ROUNDHEAT
lil SOLID	FIIT	FIIT has a shorter format

Tobacco-free does not mean nicotine-free. LEVIA, RIVO, VEO, LYO and BEYOND are tobacco-free but contain nicotine. All products are for adults aged 18 and over. Where a warning is needed, use: “This product is not risk free and contains nicotine, which is addictive.”

How cleaning differs between induction and chamber devices

IQOS ILUMA uses induction. A metal susceptor is inside the stick, and the holder has no blade. Nothing inside the holder needs routine cleaning, there is no blade to break and burnt residue is not carried between sticks in the way it was with blade-based devices. Do not put a HEETS stick or another older-format stick into an ILUMA holder.

Chamber devices need more attention because the stick is heated in a chamber. glo Hilo and glo HYPER use chambers, and debris can affect how a stick sits or how the device behaves. Allow the device to cool, open only the parts intended for routine access and remove loose residue according to the manufacturer’s instructions. Do not scrape, drill or probe the chamber with a blade, pin or other improvised object.

Other platforms have different constructions. Ploom heats the stick from the outside at a lower temperature than IQOS or glo. BONDS by IQOS uses ROUNDHEAT around the stick, and lil SOLID Ez has a cap that twists off for cleaning. For these devices, use the instructions for the exact model rather than applying an IQOS ILUMA cleaning routine. The plain guide to how heated tobacco works explains why the heating method affects maintenance.

What to do when the device will not heat

When a device will not heat, check the charge first and confirm that the stick is the right format for the platform. A low battery can look like a heating fault, particularly when the device stops responding shortly after starting a session.

1. Remove the stick and let the device cool if it has just been used.
2. Check that the holder, device or pocket charger shows the expected charging response.
3. Try again with a compatible, undamaged stick.
4. If the device uses a chamber, inspect it for loose residue once it is cool and clean it only as the manufacturer directs.
5. If it still will not heat, stop using it and contact the manufacturer or seller.

Do not force the button repeatedly, take the casing apart or try to repair the battery. IQOS ILUMA, IQOS ILUMA PRIME and IQOS ILUMA i use the same induction heating method, while the ILUMA ONE combines the battery and holder in one body. The IQOS ILUMA guide covers those device differences before you decide whether the problem is with the holder, charger or the whole unit.

When the stick will not pull or snaps

If the stick will not pull, remove it and check that it is inserted in the correct direction and to the depth allowed by the device. Do not push harder. A stick that is the wrong format, bent or already damaged may not sit correctly.

If the stick snaps inside the holder or chamber, switch the device off if the model allows it and let it cool completely. Remove only the part that is visibly loose and can be taken out without force. Do not use a knife, needle or other metal object, and do not turn the device upside down and strike it. Those actions can damage the heating system or leave part of the stick inside.

There is no routine blade-cleaning procedure for IQOS ILUMA because it heats by induction and has no blade. If material remains inside an ILUMA holder, or if a broken piece cannot be removed easily, contact the manufacturer or seller. For glo, Ploom, BONDS by IQOS and lil devices, follow the instructions for the specific model and do not assume that a method suitable for one chamber applies to another.

How to deal with residue and a poor draw

Residue is mainly a chamber-device issue. A dirty chamber can stop the stick sitting properly, restrict the draw or make insertion and removal difficult. Let the device cool before inspecting it. Follow the model’s cleaning instructions and remove only loose material that the instructions identify as removable.

Never pour water, alcohol or another liquid into the device unless the manufacturer specifically tells you to do so. Keep the device dry and do not operate it while liquid is present. Avoid scraping the heating surface or using household cotton buds, pins and tools as substitutes for the supplied or approved cleaning method.

A weaker draw can also come from the stick rather than the device. Check for a crushed filter, a bent stick or a mismatch between the stick line and platform. Ploom is designed to heat from the outside at a lower temperature than IQOS or glo, so its draw and nicotine delivery are described as softer; some heavy smokers may find it too mild. That is a platform characteristic, not automatically a fault.

Why the device shuts off during a session

A device that stops halfway through a session may have insufficient charge, may have reached the end of its programmed session or may have detected a fault. Let it cool, check the charge indicator and try one compatible stick after charging.

For a two-part IQOS ILUMA system, the holder is the part you draw on and wears out first, while the pocket charger tops it up between sticks. Check that the holder is seated correctly in the pocket charger and that the charger itself has power. With an IQOS ILUMA ONE, the battery is in the device you draw on and it charges by cable, so an empty battery stops use until the device can be charged.

glo Hilo and Hilo Plus use the same heating platform and sticks, but Hilo Plus has a bigger battery. A bigger battery does not change the heat-up, session or compatible sticks. If a fully charged device repeatedly stops early, becomes unusually hot or shows an error, do not keep testing it. Contact the manufacturer or seller.

For more detail on glo’s current platform, see the glo Hilo and Hilo Plus device guide.

Fast battery drain and charging problems

Start with the cable, charging connection and power source. Check that the connector is fully inserted, inspect the cable for visible damage and try the charging arrangement specified for the device. Keep the charging port dry and do not use damaged charging equipment.

Battery behaviour also depends on the design. An IQOS ILUMA holder is recharged from its pocket charger, while an ILUMA ONE has no pocket charger and charges by cable. A glo Hilo Plus has a bigger battery than Hilo. lil SOLID Ez has one body, one button and no pocket charger, pairing or modes. These differences affect how often you need to charge and what happens when the battery is empty.

If the device charges unusually slowly, loses power quickly after a full charge, becomes hot while charging or will not charge at all, unplug it and stop using it. Do not open the casing or attempt a battery replacement. Contact the manufacturer or seller with the model, the behaviour you observed and whether the problem occurs with the supplied charging arrangement. A recurring charging fault is a service issue, not a reason to improvise a repair.

This product is not risk free and contains nicotine, which is addictive. For adults 18+ only.