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Troubleshooting your
IQOS ILUMA PRIME
Try our online diagnostic tool which can help you find a solution for device issues in a few easy steps.
Not your device? Select a different IQOS product.Which part of the device
is not working?
Holder
Charger
Holder
Charger
IQOS ILUMA PRIME Holder
No lights on Holder after a short button press
Let's try the following steps:
- Step 1: Ensure the Pocket Charger is charged. Turning ON the Pocket Charger by pressing the button for 4 seconds. Place the Holder in the Pocket Charger.
- Step 2: Make sure that the Holder lights on the Pocket Charger pulse to indicate the Holder is charging. In case Holder is not charging check to see if the contacts need cleaning.
- Step 3: Place the Holder in the Pocket Charger and perform a RESET: press and hold down the Pocket Charger button for 10 seconds (until the lights fade out). RESET will be confirmed when you release the button and all lights blink 3 times.
Note:The holder will interrupt an ongoing experience if it is placed too close to a magnet or magnetic field and the Pocket Charger has magnets.
Still experiencing issues?Holder light blinking red
Let's try the following steps:
- Step 1: Ensure a magnet has not been placed near the end of the Holder where the stick is inserted. This can affect the calibration of the device and activate a red light error.
- Step 2: Place the Holder in the Pocket Charger and perform a RESET by pressing and holding down the Pocket Charger button for 10 seconds (until the lights fade out). The RESET will be confirmed when you release the button and all lights blink three times.
Still experiencing issues?
Yellow light turns ON for 3 seconds
When the Holder turns ON yellow for 3 seconds it simply means that it needs to be charged
Let's try the following steps:
- Step 1: Ensure the Pocket Charger is charged. Turning ON the Pocket Charger by pressing the button for 4 seconds. Place the Holder in the Pocket Charger.
- Step 2: Make sure that the Holder lights on the Pocket Charger pulse to indicate the Holder is charging.
- Step 3: Clean the contacts of the Holder and the Pocket Charger.
Still experiencing issues?
Physical damage
We are sorry your IQOS ILUMA Holder is damaged. Even with this damage, are you still able to use it? No, You can reach us every day from 10:00 to 19:00
Still experiencing issues?
Experience not starting (auto or manual)
Let's try the following steps:
- Check 1: Ensure the Pocket Charger is charged. Turning ON the Pocket Charger by pressing the button for 4 seconds. Place the Holder in the Pocket Charger.
- Check 2: Ensure the Autostart function hasn’t been de-activated in the IQOSApp
- Check 3: IQOS ILUMA PRIME is designed to be used only with TEREA sticks. The device will not start with any other sticks.
- Check 4: Ensure the TEREA sticks are being placed in the holder in the right direction and the line being aligned with the top of the Holder. Try a second TEREA stick to see if the issue repeats itself.
Still experiencing issues?
Heating starting automatically without consumable
Let's try the following steps:
Place the Holder in the Pocket Charger and perform a RESET by pressing and holding down the Pocket Charger button for 10 seconds (until the lights fade out). The RESET is confirmed when you release the button and all Lights blink three times.
Still experiencing issues?Holder does not provide two experiences
Let's try the following steps:
- Step 1: Ensure it was not used out of the working temperature 0-40°C.
- Step 2:Check if the led blinks white 8 times this indicates that the device cannot deliver a second experience.
- Step 3:Check the Pocket Charger is charged and is able to charge the Holder. In the even the contacts are dirty this can have an effect on charging.
Other issues
Experiencing other issues with your IQOS DUO? You can reach us every day from 10:00 to 19:00
Still experiencing issues?IQOS ILUMA PRIME Charger
Pocket Charger not charging properly
Let's try the following steps:
- Step 1: Press the button to check if it has been fully charged (all lights turn off when it is fully charged).
- Step 2: If the lights only turn OFF when the Pocket Charger is unplugged, try turning the Pocket Charger back ON by holding the button for 5 seconds.
- Step 3: Try to charge the Pocket Charger with the manufacturer-approved power adaptor and remove the Holder while the Pocket Charger is charging to give charging priority to the Pocket Charger. If the Pocket Charger was deeply discharged it may take up to 15 minutes before a light pattern will appear.
Bottom Pocket Charger light blinking 2 times
Let's perform the following two steps:
- Step 1: Ensure the Pocket Charger and Holder are being used within the operating working.
- Step 2: Place the Holder in the Pocket Charger and perform a RESET by pressing and holding down the Pocket Charger button for 10 seconds (until the lights fade out). The RESET is confirmed when you release the button and all Lights blink three times.
Pocket Charger not charging Holder
Let's perform the following three steps:
- Step 1: If the Pocket Charger is low on power the lower led will turn ON for 3 seconds indicating that the Pocket Charger needs to be recharged. If it is very low on power, there can be no light after pressing the button.
- Step 2: Ensure the Pocket Charger is turned ON and charged.
- Step 3: Remove the wrap and the Holder from the Pocket Charger and gently clean the contact surfaces of the Holder and the Pocket Charger.
Note: Holder or Pocket Charger have a yellow light turning ON for 3 seconds to simply indicate that they needs to be charged
Still experiencing issues?Holder light on Pocket Charger blinking red
Let’s perform the following three steps:
- Step 1: If there is no light on the Holder, it may not have been charged correctly. Clean the contacts of the Holder and the Pocket Charger to ensure it is charged properly.
- Step 2: Ensure the device is being used in temperatures between 0°C-40°C (if only the Holder is out of temperature range, the Holder light will blink white twice).
- Step 3: Make sure the Pocket Charger is being charged using the manufacturer-approved power adaptor and cable to ensure the Holder is also properly charged.
Bottom light of Pocket Charger blinking red 3x
Let’s perform the following two steps:
- Step 1: Place the Holder in the Pocket Charger and perform a RESET by pressing and holding down the Pocket Charger button for 10 seconds (until the lights fade out). The RESET is confirmed when you release the button and all Lights blink three times.
- Step 2: Charge the Pocket Charger with the manufacturer-approved power adaptor and Cable.
Physical damage
Is your device still functioning? We are sorry your IQOS ILUMA PRIME Pocket Charger is damaged. Even with this damage, are you still able to use it?
Still experiencing issues?More help for your IQOS ILUMA PRIME
That’s not all. There’s more useful information:
