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Troubleshooting
your IQOS.
If you have registered your device, you can try our self-diagnostic tool to find a solution in a few easy steps.
If that doesn't help, and your device is under warranty, you will be able to order a free and quick replacement!
Have you not registered your device yet? No problem, you can read your way to fix common issues below.
Pocket Charger
charging too slowly?
1
Fully charge the Pocket Charger by using:
1. The IQOS AC Power Adaptor from the previous IQOS devices
2. A 3rd party Certified AC Power Adaptor (with the safety certification mark)
2
If your IQOS ILUMA Pocket Charger is completely out of battery, you may need to wait up to 20 minutes before you see a changing light pattern.
Holder charging
too slowly?
1
It may need a little help. Try cleaning the contacts of the Holder and the Pocket Charger.
2
For safe use and optimal charging, you have two options:
1. Use the IQOS AC Power Adaptor from the previous IQOS devices
2. Use a 3rd party Certified AC Power Adaptor (with the safety certification mark)
Status lights
flashing?
1
3 blinking white lights: Your IQOS ILUMA might have a
temperature issue. Let it cool down or warm up in your
hands to between 0°C-50°C.
Wait for your IQOS ILUMA device to cool down.
Slide your cap upwards to remove it.
2
8 blinking white lights:
The Holder can only manage 1 experience.
Get more help at our Self-diagnosis tool.
Red blinking
or no response?
Is your IQOS ILUMA charged but not working?
Then you might need to reset it.
Place the Holder in the Pocket Charger and press the
Pocket Charger’s button for 10 seconds. Keep pressed until
the lights dim out. Brief white blinking means all reset.
No fit or air flow?
Your SMARTCORE stick may need a check.
1
Wait for your device to cool down. Slide your IQOS ILUMA cap upwards to remove it.
2
Check the tobacco products and tobacco surrogates was not used twice and ensure it was inserted correctly as per the instructions.
3
Make sure you store your tobacco products and tobacco Surrogates in a not too humid or dry environment, just to keep the aerosol quality unaffected.
IQOS ILUMA is designed to be used only with tobacco products and tobacco surrogates. Do not use IQOS ILUMA and tobacco products and tobacco surrogates
with previous IQOS generations, as this may cause damage to your device.
See important information.
with previous IQOS generations, as this may cause damage to your device.
See important information.
