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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.
Is your Pocket Charger charging too slowly?
1
Fully charge the Pocket Charger by using the official IQOS cable and AC power adapter for 2 hours.
2
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.
Is your IQOS ILUMA PRIME Holder charging too slowly?
1
It may need a little help. Try cleaning the contacts of the Holder and the Pocket Charger
2
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
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 PRIME 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 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.
1
Wait for your device to cool down. Slide your IQOS ILUMA PRIME cap upwards to remove it.
2
Check the SMARTCORE tobacco stick was not used twice and ensure it was inserted correctly as per the instructions.
3
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.
Discover more.
Look into more details on your IQOS ILUMA PRIME and learn how your device works and how to use it.