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Guide to
troubleshooting.
Try our self-diagnostic tool, which can help you
find a solution for device issues in a few easy steps.
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.
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 PRIME might have a temperature issue. Let it cool down or warm up in your hand to between 0°C-50°C.
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 or nicotine SMARTCORE sticks may need a check.
1
Wait for your IQOS ILUMA PRIME to cool down. Slide your cap upwards to remove it.
2
Check the tobacco or nicotine SMARTCORE stick was not used twice and ensure it was inserted correctly as per the instructions.
3
Make sure you store your tobacco or nicotine SMARTCORE sticks in a dry, non-humid environment, just to keep the aerosol quality unaffected.
Do not use SMARTCORE sticks with previous IQOS™ generations, as this may cause damage to your device. SMARTCORE sticks contain a metal part. Keep out of reach of children to prevent disassembly or ingestion.
See important information.
See important information.
