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?
Fully charge the Pocket Charger by using the official IQOS cable and AC power adapter for 2 hours.
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?
It may need a little help. Try cleaning the contacts of the Holder and the Pocket Charger.
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?
3 blinking white lights: Your IQOS ILUMA PRIME might have a temperature issue. Let it cool down or warm up in your hands to between 0°C-50°C.
8 blinking white lights:
The Holder can only manage 1 experience. Get more help at our Self-diagnosis tool.
No fit or air flow?
Your tobacco sticks may need a check.
Wait for your IQOS ILUMA PRIME to cool down. Slide your cap upwards to remove it.
Check the tobacco stick was not used twice and ensure it was inserted correctly as per the instructions.
Make sure you store your tobacco sticks in a not too humid or dry environment, just to keep the aerosol quality unaffected.
See important information.
Find the answers in our FAQs.