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Guide to

Try our self-diagnostic tool, which can help you
find a solution for device issues in a few easy steps.

Click to start

A woman holds an IQOS device while looking at a laptop.
A Jade Green IQOS ILUMA PRIME Pocket Charger on a table.

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.

A Jade Green IQOS ILUMA PRIME Holder in a charging station.

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.

An IQOS ILUMA PRIME Holder in a person's hands, the lights visibile.

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.

A Jade Green IQOS ILUMA PRIME Holder and Pocket Charger in a person's hands.

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.

A person places a TEREA stick into an IQOS ILUMA PRIME Holder.

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.

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.
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