Troubleshooting your IQOS ILUMA PRIME

Is your pocket charger charging too slowly?

1. Use the IQOS power adaptor and cable to power up your IQOS ILUMA PRIME pocket charger. It will take 2 hours and 15 minutes to get fully charged.
2. If your pocket charger is completely out of battery, it can take up to 20 minutes before you start to see a charging light pattern.

Is your IQOS ILUMA PRIME Holder charging too slowly?

1. Try cleaning the contacts of the holder and the pocket charger 2. If you are simultaneously charging pocket charger as you are charging your Holder it is important to charge the pocket charger with using the manufacturer-approved power adaptor and cable.

Are the lights on the holder flashing white?

1. The 3 blinking white lights: indicate that the holder is simply out of temperature range. Try maintaining the device between 0°C and 40°C to ensure the device works properly.
2. The 8 blinking white lights will indicate that the holder can only manage 1 use. Get more help with our Customer Care.

Does the IQOS ILUMA PRIME pocket charger or the holder blink red or not work?

Place the Holder in the pocket charger and reset it by pressing the pocket charger’s button for 10 seconds. The lights will turn off and back on again to show the reset is done.

Is the SMARTCORE STICKS™ not fitting or does it not have enough aerosol?

1. Make sure the tobacco stick wasn't accidentally used twice. Or check that it's not just an individual tobacco stick that isn't fitting properly. Isolated cases of tobacco sticks not fitting occur very infrequently and it's almost never caused by a fault in the device.
2. Ensure the tobacco stick was inserted correctly as per the user guide instructions.
3. Tobacco sticks should not be stored in an environment which is too humid or too dry. Doing so can have an effect on the aerosol quality.

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.

Important information