Enter date of birth to confirm you are over 18 years old and wish to enter IQOS.com


You must be 18 or over to access materials on this site

This site contains information about smoke-free products and we need your age to make sure that you are an adult in Denmark, who would otherwise continue to smoke or use nicotine products. Our 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.
Service rating -
Free next day delivery - Order within
Free & quick delivery - 1-3 working days
Money-back - If not satisfied after use

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!

Select your device

Have you not registered your device yet? No problem, you can read your way to fix common issues below.

A woman holds an IQOS device while looking at a laptop.
An IQOS ILUMA Pocket Charger in a charging station.

Is your Pocket Charger charging too slowly?


Fully charge the Pocket Charger by using the official IQOS cable and AC power adapter for 2 hours.


If your IQOS ILUMA PRIME Pocket Charger is completely out of battery, you may need to wait up to 20 minutes before you see a changing light pattern.

A Jade Green IQOS ILUMA PRIME Holder in a charging station.

Is your IQOS ILUMA PRIME Holder charging too slowly?


It may need a little help. Try cleaning the contacts of the Holder and the Pocket Charger


If you are charging the Pocket Charger and your Holder at the same time, always remember to use the official IQOS cable and AC power adapter

An IQOS ILUMA PRIME Holder in a person's hands, the lights visibile.

Status lights


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 PRIME to cool down. Slide your cap upwards to remove it.


8 blinking white lights:
The Holder can only manage 1 experience.
Get more help at our Self-diagnosis tool.

A person holding an IQOS ILUMA Pocket Charger and Holder.

Red blinking
or no response?

Is your IQOS ILUMA PRIME 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 tobacco stick may need a check.


Wait for your device to cool down. Slide your IQOS ILUMA PRIME cap upwards to remove it.


Check the SMARTCORE tobacco stick was not used twice and ensure it was inserted correctly as per the instructions.


Make sure you store your SMARTCORE tobacco stick in a not too humid or dry environment, just to keep the aerosol quality unaffected.

IQOS ILUMA is designed to be used only with SMARTCORE tobacco sticks. Do not use IQOS ILUMA and SMARTCORE tobacco sticks with previous IQOS generations, as this may cause damage to your device.
See important information.
An IQOS PRIME in Jade Green
An IQOS PRIME in Jade Green

Discover more.

Look into more details on your IQOS ILUMA PRIME and learn how your device works and how to use it.


Learn how to use, clean and charge

Go to guides