C1502_ILUPRI_GLOBAL | IQOS United Arab Emirates

No lights on Pocket Charger

How to turn ON the device

Your Pocket charger might be OFF

1. Place the holder inside the pocket charger. Ensure the holder is fully inserted in the pocket charger.

2. Press the pocket charger button for 4 seconds to turn your device ON. Remember, the same action applies to turn it OFF as well. Turning OFF the pocket charger will also turn OFF the holder.

After these steps, did your pocket charger start to work?

YES NO

Issue solved

Congratulations! We are happy that you can continue enjoying your device.

If you need further assistance with your device, please use our online diagnostic tool or contact our Customer Care Center:

800MYIQOS (694767)

We are frequently introducing new product options. See what’s new by visiting us online at one of our retail stores.

This product is not risk free and provides nicotine, which is addictive. Only for use by adults.

FINISH

No lights on Pocket Charger

15 minutes of charge should be sufficient for seeing the pocket charger is being charged

Your pocket charger might not be getting charge from the power outlet

1. Ensure the optimal charging for your pocket charger;

Use official IQOS power adaptor and cable. Unofficial ones may interrupt the charging.
Refrain from charging with a laptop. This may also interrupt the charging.
Ensure that you have plugged the pocket charger into a wall power outlet.

2. Check the charging cable entrance of your pocket charger. If there is any blockage, remove the blockage by gently blowing from distance.

3. Check if your power adaptor and cable is working. Try to charge your pocket charger with another power adaptor and cable.

4. While your pocket charger is being charged, strip lights will be pulsing. Seeing a light on a deeply discharged pocket charger may take up to 15 minutes. See the demonstration.

Please note: If the pocket charger is charged whilst OFF, the lights will turn OFF when unplugging it.

After these steps, do the lights turn ON?

YES NO

Issue solved

Congratulations! We are happy that you can continue enjoying your device.

If you need further assistance with your device, please use our online diagnostic tool or contact our Customer Care Center:

800MYIQOS (694767)

We are frequently introducing new product options. See what’s new by visiting us online at one of our retail stores.

This product is not risk free and provides nicotine, which is addictive. Only for use by adults.

FINISH

No lights on Pocket Charger

How to RESET your device

Your device might need a RESET

Let's Perform a RESET:

1. Place the holder in the Pocket Charger. Ensure to place it correctly.

2. Press and hold down the ON/OFF button on the Pocket Charger for 10 seconds until status lights fade out.

Please note: If your IQOS ILUMA is turned OFF at the time of RESET; when pressing the button, after the first 4 seconds, the device will turn ON: lights will fade in and the device will vibrate. In order to perform the RESET correctly, it is important to keep the button continuously pressed for 10 seconds.

3. RESET is confirmed when status lights fade in again and the device vibrates.

After these steps, is your pocket charger working?

YES NO

Issue solved

Congratulations! We are happy that you can continue enjoying your device.

If you need further assistance with your device, please use our online diagnostic tool or contact our Customer Care Center:

800MYIQOS (694767)

We are frequently introducing new product options. See what’s new by visiting us online at one of our retail stores.

This product is not risk free and provides nicotine, which is addictive. Only for use by adults.

FINISH

No lights on Pocket Charger

There may have been liquid ingress into your device

Was your device exposed to liquids?

YES NO

Accidental Damage

Accidental Damage is a free of charge service for our customers. It is offered as a support to replace the products which lost the functionality, after being subject to the damages that are not covered by voluntary warranty (e.g. drops, contacts with liquids or abrasive agents)

If your device is eligible, we will place a replacement order for you!

GO TO ELIGIBILITY CHECK

No lights on Pocket Charger

Your Pocket Charger might be physically damaged

Was the device used according to the packaging instructions?

YES NO

If your device is eligible, we will place a replacement order for you!

If you proceed with eligibility check, you will not be able to return to the device diagnostics. Would you like to continue with an eligibility check?

START

Accidental Damage

Accidental Damage is a free of charge service for our customers. It is offered as a support to replace the products which lost the functionality, after being subject to the damages that are not covered by voluntary warranty (e.g. drops, contacts with liquids or abrasive agents)

If your device is eligible, we will place a replacement order for you!

GO TO ELIGIBILITY CHECK

Pocket Charger not charging Holder

How to turn ON the device

Your Pocket charger might be OFF

1. Place the holder inside the pocket charger. Ensure to place it correctly.

2. Press the pocket charger button for 4 seconds to turn your device ON. Remember, the same action applies to turn it OFF as well. Turning OFF the pocket charger will also turn OFF the holder.

After these steps, is your holder started to be charged?

YES NO

Issue solved

Congratulations! We are happy that you can continue enjoying your device.

If you need further assistance with your device, please use our online diagnostic tool or contact our Customer Care Center:

800MYIQOS (694767)

We are frequently introducing new product options. See what’s new by visiting us online at one of our retail stores.

This product is not risk free and provides nicotine, which is addictive. Only for use by adults.

FINISH

Pocket Charger not charging Holder

Demonstration of holder and pocket charger lights

Your device might not have the optimal charging

1. Check the pocket charger‘s charge level by briefly pressing and releasing the pocket charger button. When your pocket charger is fully charged, all 4 strip lights will turn solid white. To ensure the optimal charging for your Pocket Charger, please always follow these steps:

Use official IQOS power adaptor and cable. Unofficial ones may interrupt the charging.
Refrain from charging with a laptop. This may also interrupt the charging.
Plug the pocket charger into a wall power outlet and ensure a full charging.

2. Ensure the optimal charging of your holder:

Place the holder inside the pocket charger. Make sure to place it correctly.
Check and remove, if necessary, residues or dust that may interfere with the contacts between holder and pocket charger.
Holder lights on the Pocket Charger will start pulsating to confirm the device is charging.
Leave the holder to charge for about 5 minutes or until the first light turn solid white.

After these steps, did your pocket charger start to charge the holder?

YES NO

Issue solved

Congratulations! We are happy that you can continue enjoying your device.

If you need further assistance with your device, please use our online diagnostic tool or contact our Customer Care Center:

800MYIQOS (694767)

We are frequently introducing new product options. See what’s new by visiting us online at one of our retail stores.

This product is not risk free and provides nicotine, which is addictive. Only for use by adults.

FINISH

If your device is eligible, we will place a replacement order for you!

If you proceed with eligibility check, you will not be able to return to the device diagnostics. Would you like to continue with an eligibility check?

START

Pocket charger status (strip light) blinking red

How to RESET your device

Your device might need a RESET

Let's Perform a RESET:

1. Place the holder in the Pocket Charger. Ensure the holder is fully inserted in the pocket charger.

2. Press and hold down the ON/OFF button on the Pocket Charger for 10 seconds until status lights fade out.

Please note: If your IQOS ILUMA is turned OFF at the time of RESET; when pressing the button, after the first 4 seconds, the device will turn ON: lights will fade in and the device will vibrate. In order to perform the RESET correctly, it is important to keep the button continuously pressed for 10 seconds.

3. RESET is confirmed when status lights fade in again and the device vibrates.

After reset, is your device working?

YES NO

Issue solved

Congratulations! We are happy that you can continue enjoying your device.

If you need further assistance with your device, please use our online diagnostic tool or contact our Customer Care Center:

800MYIQOS (694767)

We are frequently introducing new product options. See what’s new by visiting us online at one of our retail stores.

This product is not risk free and provides nicotine, which is addictive. Only for use by adults.

FINISH

If your device is eligible, we will place a replacement order for you!

If you proceed with eligibility check, you will not be able to return to the device diagnostics. Would you like to continue with an eligibility check?

START

Holder status (rounded light) blinking red

Charging speeds of various instances

Your holder might be giving you a warning about its charge

When your device is being charged with an unofficial power adaptor and cable or with a laptop, it receives the charge much slower. During this moment, if the holder is used and was put back into the pocket charger; for the next experience, your holder doesn’t get the charge fast enough, and warns you about it with the red blinking status light.
If the contacts between your holder and pocket charger are dusty, this also doesn’t let your holder to charge fast enough and again, your holder warns you about it with the red blinking status light.

1. Ensure the optimal charging for your device:

Use official IQOS power adaptor and cable. Unofficial ones may interrupt the charging.
Refrain from charging with a laptop. This may also interrupt the charging.
Check and remove, if necessary, residues or dust that may interfere with the contacts between holder and pocket charger.

2. Ensure that your device is used within the operating temperature (0-40C); environmental temperature may affect holder’s charging speed as well.

After this information and steps, did you resolve the issue?

YES NO

Issue solved

Congratulations! We are happy that you can continue enjoying your device.

If you need further assistance with your device, please use our online diagnostic tool or contact our Customer Care Center:

800MYIQOS (694767)

We are frequently introducing new product options. See what’s new by visiting us online at one of our retail stores.

This product is not risk free and provides nicotine, which is addictive. Only for use by adults.

FINISH

Holder status (rounded light) blinking red

How to RESET your device

Your device might need a RESET

Let's Perform a RESET:

1. Place the holder in the Pocket Charger. Ensure the holder is fully inserted in the pocket charger.

2. Press and hold down the ON/OFF button on the Pocket Charger for 10 seconds until status lights fade out.

Please note: If your IQOS ILUMA is turned OFF at the time of RESET; when pressing the button, after the first 4 seconds, the device will turn ON: lights will fade in and the device will vibrate. In order to perform the RESET correctly, it is important to keep the button continuously pressed for 10 seconds.

3. RESET is confirmed when status lights fade in again and the device vibrates.

After this information and steps, did you resolve the issue? (Please note that, if you choose “NO”, this will take you to holder diagnostics. In this case, please choose “red blinking light” on holder)

YES NO

Issue solved

Congratulations! We are happy that you can continue enjoying your device.

If you need further assistance with your device, please use our online diagnostic tool or contact our Customer Care Center:

800MYIQOS (694767)

We are frequently introducing new product options. See what’s new by visiting us online at one of our retail stores.

This product is not risk free and provides nicotine, which is addictive. Only for use by adults.

FINISH

If your device is eligible, we will place a replacement order for you!

If you proceed with eligibility check, you will not be able to return to the device diagnostics. Would you like to continue with an eligibility check?

START

Pocket charger status (strip light) blinking white

IQOS ILUMA Operating temperatures

Your Pocket Charger and holder might have been exposed to outside of operating temperature

You may need to give your device a few minutes to get back to the correct temperature. Please note:

Your IQOS ILUMA is designed to operate between 0°C and 40°C.
When it is exposed to too cold or too warm temperatures, you may need to let it cool down or warm it up in your pocket.

Was your device exposed to too warm or too cold temperature?

YES NO

Issue solved

Congratulations! We are happy that you can continue enjoying your device.

If you need further assistance with your device, please use our online diagnostic tool or contact our Customer Care Center:

800MYIQOS (694767)

We are frequently introducing new product options. See what’s new by visiting us online at one of our retail stores.

This product is not risk free and provides nicotine, which is addictive. Only for use by adults.

FINISH

Pocket charger status (strip light) blinking white

How to reset your device

Your device might need a RESET

Let's Perform a RESET:

1. Place the holder in the Pocket Charger. Ensure the holder is fully inserted in the pocket charger.

2. Press and hold down the ON/OFF button on the Pocket Charger for 10 seconds until status lights fade out.

Please note: If your IQOS ILUMA is turned OFF at the time of RESET; when pressing the button, after the first 4 seconds, the device will turn ON: lights will fade in and the device will vibrate. In order to perform the RESET correctly, it is important to keep the button continuously pressed for 10 seconds.

3. RESET is confirmed when status lights fade in again and the device vibrates.

Visit “Get Support” section to learn further tips about the maintenance of your device.

Learn More

Visit Get Support Page!

Within “Get Support” page, you can find useful tip and tricks, firmware update and more information about your device usage and maintenance. Visit get support page!

IQOS CUSTOMER CARE

FINISH

Pocket charger status (strip light) blinking yellow/orange

15 minutes of charge should be sufficient for the yellow light to disappear

Your Pocket Charger needs to be charged

Ensure the optimal charging for your device:

Always use the official IQOS power adaptor and cable, plug it to your pocket charger and then to a wall power outlet for two hours in order to guarantee a full charge.
During charging, the strip lights on the pocket charger will pulse. 15 minutes of charge should be sufficient for the yellow light to disappear.
To check the level of charge of your device, brief press and release of the pocket charger button. For a fully charged device, all 4 strip lights should be solid white.

After these steps, did your pocket charger start to be charged?

YES NO

Issue solved

Congratulations! We are happy that you can continue enjoying your device.

If you need further assistance with your device, please use our online diagnostic tool or contact our Customer Care Center:

800MYIQOS (694767)

We are frequently introducing new product options. See what’s new by visiting us online at one of our retail stores.

This product is not risk free and provides nicotine, which is addictive. Only for use by adults.

FINISH

Pocket charger status (strip light) blinking yellow/orange

How to RESET your device

Your device might need a RESET

Let's Perform a RESET:

1. Place the holder in the Pocket Charger. Ensure the holder is fully inserted in the pocket charger.

2. Press and hold down the ON/OFF button on the Pocket Charger for 10 seconds until status lights fade out.

Please note: If your IQOS ILUMA is turned OFF at the time of RESET; when pressing the button, after the first 4 seconds, the device will turn ON: lights will fade in and the device will vibrate. In order to perform the RESET correctly, it is important to keep the button continuously pressed for 10 seconds.

3. RESET is confirmed when status lights fade in again and the device vibrates.

After these steps, is your pocket charger working?

YES NO

Issue solved

Congratulations! We are happy that you can continue enjoying your device.

If you need further assistance with your device, please use our online diagnostic tool or contact our Customer Care Center:

800MYIQOS (694767)

We are frequently introducing new product options. See what’s new by visiting us online at one of our retail stores.

This product is not risk free and provides nicotine, which is addictive. Only for use by adults.

FINISH

If your device is eligible, we will place a replacement order for you!

If you proceed with eligibility check, you will not be able to return to the device diagnostics. Would you like to continue with an eligibility check?

START

Pocket charger cannot charge the holder for 20 experiences

A fully charged pocket charger

COMMUNICATE:

The pocket charger is designed to charge your holder up to 20 experiences only when your pocket charger is FULLY Charged.
20 experiences mean that 20 singles experiences or 10 double (back-to-back) experiences.

CONFIRM TOGETHER WITH THE CONSUMER:

1. Advice to use the official IQOS power adaptor and cable, plug it to your pocket charger and then to a wall power outlet (don't use laptop's USB ports).

2. During charging, the strip lights on the pocket charger will pulse.

3. This can be confirmed with a brief press and release of the pocket charger button. All 4 strip lights should be white.

4. After these steps, with a full charge, can the customer’s pocket charger charge the holder for up to 20 experiences?

DECIDE:

According to the above steps and the consumer’s claim, make the decision;
Option A: Customer’s pocket charger can charge the holder up to 20 experiences, therefore, DO NOT replace.
Option B: Customer’s pocket charger cannot charge the holder up to 20 experience. Proceed with the next step communication.

Choose the option from the below to continue

Option A Option B

Issue solved

Congratulations! We are happy that you can continue enjoying your device.

If you need further assistance with your device, please use our online diagnostic tool or contact our Customer Care Center:

800MYIQOS (694767)

We are frequently introducing new product options. See what’s new by visiting us online at one of our retail stores.

This product is not risk free and provides nicotine, which is addictive. Only for use by adults.

FINISH

Pocket charger cannot charge the holder for 20 experiences

Too high or too low temperatures can affect the battery lfe of the device

Customer’s pocket charger battery capacity might be degraded by time – which is normally out of warranty

COMMUNICATE:

As any other electronic devices, the battery performance of the pocket charger reduces over time. This is a normal situation for a battery performance on electronics.
The device is rated to be used between 0 and 40deg C. If used outside, could stop an experience or affect battery life.
The reduced battery performance may affect the charging capacity of your pocket charger.
According to the electronics industry standards and our warranty terms, battery degradations are out of warranty.
However, our customer’s satisfaction is our top priority.
Let’s check if your device is still under warranty, if so, we may have the possibility to replace your pocket charger.

Find out below to see the eligibility!

Display eligibility

If your device is eligible, we will place a replacement order for you!

If you proceed with eligibility check, you will not be able to return to the device diagnostics. Would you like to continue with an eligibility check?

START

I couldn’t find my issue amongst these options

How to RESET your device

When your IQOS is not functioning as expected, usually some generic steps help to resolve the issue. Let’s start with a RESET

Let’s perform a RESET for your device:

1. Place the holder in the Pocket Charger. Ensure to place it correctly.

2. Perform a RESET by pressing and holding down the ON/OFF button for 10 seconds until status lights fade out.

Please note: If your IQOS ILUMA is turned OFF at the time of RESET; when pressing the button, after the first 4 seconds, the device will turn ON: lights will fade in and the device will vibrate. In order to perform the RESET correctly, it is important to keep the button continuously pressed for 10 seconds.

3. RESET is confirmed when status lights fade in again and the device vibrates.

After the RESET, is your issue resolved?

YES NO

Issue solved

Congratulations! We are happy that you can continue enjoying your device.

If you need further assistance with your device, please use our online diagnostic tool or contact our Customer Care Center:

800MYIQOS (694767)

We are frequently introducing new product options. See what’s new by visiting us online at one of our retail stores.

This product is not risk free and provides nicotine, which is addictive. Only for use by adults.

FINISH

I couldn’t find my issue amongst these options

Seeing a light on a deeply discharged pocket charger may take up to 15 mins

Let’s try with charging

1. Ensure the optimal charging for your device:

Use official IQOS power adaptor and cable. Unofficial ones may interrupt the charging.
Refrain from charging with a laptop. This may also interrupt the charging.

2. Plug the pocket charger into a wall power outlet:

While the pocket charger is being charged, strip lights will be pulsing.
Seeing a light on a deeply discharged pocket charger may take up to 15 minutes.

After ensuring an optimal charging, is your issue resolved?

YES NO

Issue solved

Congratulations! We are happy that you can continue enjoying your device.

If you need further assistance with your device, please use our online diagnostic tool or contact our Customer Care Center:

800MYIQOS (694767)

We are frequently introducing new product options. See what’s new by visiting us online at one of our retail stores.

This product is not risk free and provides nicotine, which is addictive. Only for use by adults.

FINISH

If your device is eligible, we will place a replacement order for you!

If you proceed with eligibility check, you will not be able to return to the device diagnostics. Would you like to continue with an eligibility check?

START

Physical Damage

There may have been liquid ingress into your device

Was your device exposed to liquids?

YES NO

Accidental Damage

Accidental Damage is a free of charge service for our customers. It is offered as a support to replace the products which lost the functionality, after being subject to the damages that are not covered by voluntary warranty (e.g. drops, contacts with liquids or abrasive agents)

If your device is eligible, we will place a replacement order for you!

GO TO ELIGIBILITY CHECK

Physical Damage

We are sorry your IQOS pocket charger got damaged

Are you still able to use it with this physical damage? For example; can your pocket charger still charge your holder?

YES NO

Not Covered

Bluetooth connection issues, cosmetic damages (such as scratches, dents, broken plastic, hairline cracks, discoloration), damage or failure caused by normal wear and tear of your device are excluded from voluntary warranty and accidental damage coverage.

If you wish to reach a customer service representative, visit “contact us” page to choose the channel of your preference.

IQOS CUSTOMER CARE

FINISH

Accidental Damage

Accidental Damage is a free of charge service for our customers. It is offered as a support to replace the products which lost the functionality, after being subject to the damages that are not covered by voluntary warranty (e.g. drops, contacts with liquids or abrasive agents)

If your device is eligible, we will place a replacement order for you!

GO TO ELIGIBILITY CHECK

Bluetooth Malfunction/Connection Issues

Connect your device to the IQOS App

Before performing below steps, please;

Make sure both Charger and Holder are registered on your profile on iqos.com.
If you are using web app, clear your cache in the browser.
Make sure your holder is inside the pocket charger before performing a Bluetooth connection.

Let’s follow these few steps to connect your mobile device to the IQOS App:

1. Remove all devices, not only IQOS, from the Bluetooth settings of the respective end device.

2. Turn OFF Bluetooth on the phone/PC.

3. Turn ON back Bluetooth on the phone/PC again.

4. Turn OFF your IQOS and turn it ON again by pressing the pocket charger button for 4 seconds. This will instantly re-active Bluetooth of your IQOS device.

5. Log in to IQOS App again and follow the shown steps.

Ensure that only one IQOS device is connected via Bluetooth.
If you are using an iOS device, make sure you launch the IQOS app using the Bluefy browser.
If this does not work, try pairing your IQOS via USB on Mac or PC. Alternatively, to get support in person, visit the nearest IQOS store.

After these steps, is your connection working?

YES NO

Issue solved

Congratulations! We are happy that you can continue enjoying your device.

If you need further assistance with your device, please use our online diagnostic tool or contact our Customer Care Center:

800MYIQOS (694767)

We are frequently introducing new product options. See what’s new by visiting us online at one of our retail stores.

This product is not risk free and provides nicotine, which is addictive. Only for use by adults.

FINISH

Bluetooth Malfunction/Connection Issues

How to RESET your device

Your device might need a RESET

Let's Perform a RESET:

1. Place the holder in the Pocket Charger. Ensure to place it correctly.

2. Press and hold down the ON/OFF button on the Pocket Charger for 10 seconds until status lights fade out.

Please note: If your IQOS ILUMA is turned OFF at the time of RESET; when pressing the button, after the first 4 seconds, the device will turn ON: lights will fade in and the device will vibrate. In order to perform the RESET correctly, it is important to keep the button continuously pressed for 10 seconds.

3. RESET is confirmed when status lights fade in again and the device vibrates.

After resetting, open the App and follow instructions on the IQOS App to add a device: the App will explain how to enable Bluetooth and provides a step-by-step guide to connect.

After these steps, is your device connecting properly now?

YES NO

Issue solved

Congratulations! We are happy that you can continue enjoying your device.

If you need further assistance with your device, please use our online diagnostic tool or contact our Customer Care Center:

800MYIQOS (694767)

We are frequently introducing new product options. See what’s new by visiting us online at one of our retail stores.

This product is not risk free and provides nicotine, which is addictive. Only for use by adults.

FINISH

Not Covered

Bluetooth connection issues, cosmetic damages (such as scratches, dents, broken plastic, hairline cracks, discoloration), damage or failure caused by normal wear and tear of your device are excluded from voluntary warranty and accidental damage coverage.

If you wish to reach a customer service representative, visit “contact us” page to choose the channel of your preference.

IQOS CUSTOMER CARE

FINISH

Overheating or plastic softening around the USB-C charging port/cable

COMMUNICATE:

Inform the customer that contamination such as fluff, dirt, dust or moisture in the USB connectors can interfere with the transmission of current from the power adaptor to the device and cause overheating.

CONFIRM TOGETHER WITH THE CONSUMER:

1. Advice to let the device cool down before handling it.

2. Make sure the device or charging cable is NOT damaged.

3. Ask to clean with a dry fabric the USB-C port of both the device and the charging cable. Suggest to not use metal tool to clean the device in order to avoid damaging it.

4. Ask to charge their device again under supervision, using the official IQOS power adaptor and cable, and not to leave the device unattended for the first minutes of charge to check for potential overheating.

DECIDE:

According to the above steps and the consumer’s claim, make the decision;

Option A: Customer’s device or charging cable is damaged: physical damage, not covered under warranty but one replacement is allowed under Accidental Damage.

Option B: Customer’s device is not damaged. Issued resolved. DO NOT replace.

Choose the option from the below to continue

OPTION A OPTION B

Accidental Damage

Accidental Damage is a free of charge service for our customers. It is offered as a support to replace the products which lost the functionality, after being subject to the damages that are not covered by voluntary warranty (e.g. drops, contacts with liquids or abrasive agents)

If your device is eligible, we will place a replacement order for you!

GO TO ELIGIBILITY CHECK

Issue solved

Congratulations! We are happy that you can continue enjoying your device.

If you need further assistance with your device, please use our online diagnostic tool or contact our Customer Care Center:

800MYIQOS (694767)

We are frequently introducing new product options. See what’s new by visiting us online at one of our retail stores.

This product is not risk free and provides nicotine, which is addictive. Only for use by adults.

FINISH

Pocket Charger not charging properly

Let’s try the following:

Step One

Press the button to check if it has been fully charged (all lights turn off when it is fully charged)

Step Two

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 Three

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.

Does this advice solve the issue with charging?

OK NO

Issue solved

Congratulations! We are happy that you can continue enjoying your device.

If you need further assistance with your device, please use our online diagnostic tool or contact our Customer Care Center:

800MYIQOS (694767)

We are frequently introducing new product options. See what’s new by visiting us online at one of our retail stores.

This product is not risk free and provides nicotine, which is addictive. Only for use by adults.

FINISH

No lights on Pocket Charger after a short button press

Please be aware that such malfunctions may also be caused by improper handling such as dropping the device on the floor or by ingress of liquids into the device. Such cases do not qualify for our warranty program. Should we that establish such events occurred with your device you may incur additional charges in relation to the replacement.

Can you confirm that the device was properly handled?

YES NO

Eligibility Check

By submitting for eligibility check, you will not be able to check back.

SUBMIT

Physical damage Not covered

Cosmetic damage (such as scratches, dents, broken plastic, hairline cracks, discoloration), damage (improper handling or liquid contact) or failure caused by normal wear and tear of your device are excluded from voluntary warranty program.

Our online store offers a wide range of accessories designed for IQOS ILUMA PRIME that could help you minimize the impact of the cosmetic damage.

If you wish to speak to a Customer Care representative, please contact us at:

800MYIQOS (694767)

Thisproduct is not risk free and provides nicotine, which is addictive. Only for use by adults.

FINISH

Bottom Pocket Charger light blinking 2 times

Let’s perform the following two steps:

Step One

Ensure the Pocket Charger and Holder are being used within the operating working temperature 0-40c.

Step Two

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 .

OK

Holder light on Pocket Charger or Holder blinking white 8x

Situation

Holder blinks white 8 times or the Holder light on the Pocket Charger blinks white 8 times.

The customer may either ask why there is a white light blinking eight times or why they can only charge their Holder for only 1 experience.

Is the Holder able to deliver 2 experiences?

YES NO

Issue solved

Congratulations! We are happy that you can continue enjoying your device.

If you need further assistance with your device, please use our online diagnostic tool or contact our Customer Care Center

800MYIQOS (694767)

We are frequently introducing new product options. See what’s new by visiting us online at one of our retail stores.

This product is not risk free and provides nicotine, which is addictive. Only for use by adults.

FINISH

Eligibility Check

By submitting for eligibility check, you will not be able to check back.

SUBMIT

Pocket Charger not charging Holder

Let’s perform the following steps:

Step One

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 Two

Ensure the Pocket Charger is turned ON and charged.

Step Three

Remove the door cover 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.

After following the advice did you manage to charge the Holder?

YES NO

Issue solved

Congratulations! We are happy that you can continue enjoying your device.

If you need further assistance with your device, please use our online diagnostic tool or contact our Customer Care Center:

800MYIQOS (694767)

We are frequently introducing new product options. See what’s new by visiting us online at one of our retail stores.

This product is not risk free and provides nicotine, which is addictive. Only for use by adults.

FINISH

Eligibility Check

By submitting for eligibility check, you will not be able to check back.

SUBMIT

Holder light on Pocket Charger blinking red

Let’s perform the following three steps:

Step One

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 Two

Ensure the device is being used in temperatures between 0-40°C
(if only the Holder is out of temperature range, the Holder light will blink white twice)

Step Three

Make sure the Pocket Charger is being charged using the manufacturer-approved power adaptor and cable to ensure the Holder is also properly charged.

After following these steps are you able to properly charge and use your holder?

YES NO

Issue solved

Congratulations! We are happy that you can continue enjoying your device.

If you need further assistance with your device, please use our online diagnostic tool or contact our Customer Care Center:

800MYIQOS (694767)

We are frequently introducing new product options. See what’s new by visiting us online at one of our retail stores.

This product is not risk free and provides nicotine, which is addictive. Only for use by adults.

FINISH

Eligibility Check

By submitting for eligibility check, you will not be able to check back.

SUBMIT

Bottom light of Pocket Charger blinking red 3x

Let’s perform the following two steps:

Step One

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 Two

Charge the Pocket Charger with the manufacturer-approved power adaptor and Cable.

After following these steps are you able to properly charge and use your Pocket Charger?

YES NO

Issue solved

Congratulations! We are happy that you can continue enjoying your device.

If you need further assistance with your device, please use our online diagnostic tool or contact our Customer Care Center:

800MYIQOS (694767)

We are frequently introducing new product options. See what’s new by visiting us online at one of our retail stores.

This product is not risk free and provides nicotine, which is addictive. Only for use by adults.

FINISH

Eligibility Check

By submitting for eligibility check, you will not be able to check back.

SUBMIT

Pocket Charger cannot charge the Holder up to 20 experiences

Let’s perform the following steps:

Step One

The Pocket Charger must be fully charged in order to get up to 20 Holder charges. Fully charged means that four lights are visible after a short button press. Please charge your Pocket Charger for two hours.

Step Two

Ask the customer to fully charge their Pocket Charger and see if they can use a pack of 20 consumables without re-charging their Pocket Charger.

Step Three

The device is rated to work between 0-40° C. The device can stop an experience in the even it is being used out of its operating temperature.

After following these steps are you able to properly able to use the Pocket Charger for 20 experiences?

YES NO

Issue solved

Congratulations! We are happy that you can continue enjoying your device.

If you need further assistance with your device, please use our online diagnostic tool or contact our Customer Care Center:

800MYIQOS (694767)

We are frequently introducing new product options. See what’s new by visiting us online at one of our retail stores.

This product is not risk free and provides nicotine, which is addictive. Only for use by adults.

FINISH

Eligibility Check

By submitting for eligibility check, you will not be able to check back.

SUBMIT

Bluetooth malfunction

Let’s perform the following three steps if your IQOS ILUMA PRIME cannot connect to a mobile phone:

Step One

Make sure the APP is correctly downloaded on to the mobile device (on mobile phones the IQOSApps only works with Android).

Step Two

Turn the device OFF (press for five seconds) turn the device ON (press for 5 seconds) and check for pairing on your device.

Step Three

Enable and Disable by 2 short (1 second) presses and 1 long (5 seconds) press, then release the button Note: when Enabling, the battery status lights on the Pocket Charger alternate.

Step Four

Turn on Bluetooth ® on your mobile device and once ON short press the Pocket Charger button and verify if connected

Step Five

If a RESET fixes the problem Record case under A101 (Functioning) if not A105 (Bluetooth ® malfunction but no return). To perform a RESET place the Holder in the Pocket Charger and press down the Pocket Charger button for 10 seconds (until the lights fade out). RESET will be confirmed when releasing the button when all lights blinking three times

YES NO

Issue solved

Congratulations! We are happy that you can continue enjoying your device.

If you need further assistance with your device, please use our online diagnostic tool or contact our Customer Care Center:

800MYIQOS (694767)

We are frequently introducing new product options. See what’s new by visiting us online at one of our retail stores.

This product is not risk free and provides nicotine, which is addictive. Only for use by adults.

FINISH

Smart features issues Not covered

Our warranty program does not cover faults due to improper operation of autostart and/or “double tap” features* that do not impact the functionality of the product.

If you wish to speak to a Customer Care representative, please contact us at:

800MYIQOS (694767)

This product is not risk free and provides nicotine, which is addictive. Only for use by adults.

*For more information about battery performance or available features for your product, please consult www.iqos.com

SUBMIT

Physical damage

We are sorry your IQOS ILUMA PRIME Pocket Charger is damaged. Even with this damage, are you still able to use it? Can your Pocket Charger still charge the Holder?

Is your device still functioning?

YES NO

Physical damage Not covered

Cosmetic damage (such as scratches, dents, broken plastic, hairline cracks, discoloration), damage (improper handling or liquid contact) or failure caused by normal wear and tear of your device are excluded from voluntary warranty program.

Our online store offers a wide range of accessories designed for IQOS ILUMA PRIME that could help you minimize the impact of the cosmetic damage.

If you wish to speak to a Customer Care representative, please contact us at:

800MYIQOS (694767)

This product is not risk free and provides nicotine, which is addictive. Only for use by adults.

FINISH

Eligibility Check

By submitting for eligibility check, you will not be able to check back.

SUBMIT

Issue solved

Congratulations! We are happy that you can continue enjoying your device.

If you need further assistance with your device, please use our online diagnostic tool or contact our Customer Care Center:

800MYIQOS (694767)

We are frequently introducing new product options. See what’s new by visiting us online at one of our retail stores.

This product is not risk free and provides nicotine, which is addictive. Only for use by adults.

FINISH

Charging the Pocket Charger correctly

Let’s perform the following steps:

Step One

Fully charge the Pocket charger by plugging it into the manufacturer-approved power adaptor instead and cable for two hours to fully charge the device

Step Two

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: This is not a reason for a replacement as the Pocket Charger simply needs charging.

After following these steps, are you able to properly use your IQOS ILUMA PRIME?

OK NO

Issue solved

Congratulations! We are happy that you can continue enjoying your device.

If you need further assistance with your device, please use our online diagnostic tool or contact our Customer Care Center:

800MYIQOS (694767)

We are frequently introducing new product options. See what’s new by visiting us online at one of our retail stores.

This product is not risk free and provides nicotine, which is addictive. Only for use by adults.

FINISH

Eligibility Check

By submitting for eligibility check, you will not be able to check back.

SUBMIT

Great

Enjoy using your IQOS

Done