What to do if the Touch Screen is not responding (unable to tap or swipe)?

Supporting services FAQ categories IQOS ILUMA i PRIME troubleshoot What to do if the Touch Screen is not responding (unable to tap or swipe)?
Supporting services FAQ categories IQOS ILUMA i PRIME troubleshoot What to do if the Touch Screen is not responding (unable to tap or swipe)?
If you have difficulties using the Touch Screen, check the following:
  • You are not using gloves.
  • Your fingers are clean and dry.
  • The Touch Screen is not broken or cracked.
  • The Touch Screen is clean and dry.

    • If there are no lights on the screen, check if:
  • Your holder is ON.
  • Your holder is charged.
  • Your holder has not been damaged.

    • If there are lights on the screen, perform a reset.

    If your device is physically damaged and the above steps did not resolve the issue, please, contact IQOS Costumer Care.
    Important information: This product is not risk free and provides nicotine, which is addictive. Only for use by adult smokers.