Troubleshoot your IQOS ILUMA i PRIME

Number “0” flashing on the Touch Screen

Is number “0” flashing on the Touch Screen of your IQOS ILUMA i PRIME 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 PRIME 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 your finger on the Touch Screen, 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 LED 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 Touch Screen shortly.

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 only available in Performance Mode, during the first 3 minutes or 8 puffs of the experience. When pause is activated, Performance Mode gives you up to two consecutive experiences and pause is available only for one of them.


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 preheating.

• Pause Mode can last up to 8 minutes. If experience is not resumed, the Holder will automatically switch off.

FlexPuff not working

FlexPuff is designed to work with tobacco sticks.

Activation and number of puffs depend on individual usage patterns, thus extended experience might not apply to all adult consumers and/or experiences.

FlexPuff does not activate when pause is used.

Your device will automatically analyze the stick and might activate FlexPuff.

If FlexPuff will be activated, then you will be granted with 4 extra puffs, that can be used still within up to 6 min experience duration.

Important information: This product is not risk free and provides nicotine, which is addictive. Only for use by adults.
IQOS ILUMA™ is designed to be used only with SMARTCORE STICKS™. Do not use IQOS ILUMA™ and SMARTCORE STICKS™ with previous IQOS™ generations, as this may cause damage to your device. Do not ingest or disassemble SMARTCORE STICKS™. This product contains a sharp metal part which can cause serious injury if swallowed. Keep out of reach of children and pets.

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Important information: This product is not risk free and provides nicotine, which is addictive. Only for use by adult smokers.