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!
1. Confirm if the customer gets two consecutive experiences
1 horizontal line in the middle of the Touch Screen blinking 8 times: The first experience just finished
2 horizontal lines (1 on the top and 1 on the bottom of the Touch Screen) blinking 8 times: the second experience just finished
Keep in mind that these horizontal lines will exist when the battery is degraded and then consumer is no longer able either to get 1 or 2 experiences.
It might happen that the number of experiences and its duration can become shorter or even missing due to the battery degradation. In order to slow the battery degradation process, we recommend charging your device within the recommended temperature zone(between 0 and 40°C), not keeping it discharged for long periods of time and using the charging cables and AC power adaptors, as per the user guides.
Is a fully charged Holder able to deliver two consecutive experiences?
When letter “E” is flashing 3x, then there is an error with your holder.
1. Let's Perform a RESET:
Place the holder in the Pocket Charger. Ensure to place it correctly.
Press and hold down the ON/OFF button on the Pocket Charger for 10 seconds
Please note: If your IQOS ILUMA i PRIME is turned OFF at the time of RESET; when pressing the button, the lights will be shown after 4 seconds to indicate the device will turn ON or OFF. In order to perform the RESET correctly, it is important to keep the button continuously pressed for 10 seconds, until reset is completed.
2. RESET is confirmed when status lights fade in, blink twice fast, ramp up and then the current device charge level will be shown
Ensure a magnet has not been placed near the end of the Holder where the stick is inserted. The holder shouldn’t be placed against the PC during an experience as the PC contains a magnet. Proximity to a magnet can affect the device calibration and letter “E” will flash 3x.
When a firmware update is failed or interrupted, a letter “E” will flash 3 times.
In case you are in the process of updating your firmware, please select “ NO” and skip the below steps.
Let’s try updating your firmware again.
As every electronic device, IQOS is also built from two core elements – physical device items and the digital working instructions, known as firmware.
Firmware of your IQOS ILUMA i PRIME should be regularly updated for maintenance and improvement of your device performance.
Firmware update can be done through IQOS App or visiting an IQOS Store.
IQOS App is available both for desktop and mobile devices.
After trying firmware update again, is your device now working?
When number “0” flashing 3x, then your holder is discharged. Let's charge your holder:
1. Place the holder back inside the pocket charger.
Ensure it is placed correctly and close the Pocket charger door.
Make sure your pocket charger is charged enough to fully charge the holder
Leave the Holder to charge, until at least one light turns solid white on the Pocket Charger.
After these steps, did you manage to charge your holder? (Please note that, if you choose the option “NO”, this will take you to pocket charger diagnostics. In this case, please choose “pocket charger not charging the holder”)
In order to be able to diagnose and to replace the correct device part (if eligible), please choose your respective “POCKET CHARGER”, and proceed with pocket charger diagnostics by choosing the suitable issue
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!
Let‘s identify the right device part that is causing the issue
Let’s identify the correct device part that is causing the issue
1. You will need first to ensure:
whether there are any lights on the Pocket Charger
2. Briefly press and release the pocket charger button and observe whether there are any lights on the Pocket Charger.
Are there any lights on the Pocket charger turning on? (Please note that, if you choose the option “NO”, this will take you to pocket charger diagnostics. In this case please choose “No lights on pocket charger (short button press)”)
Let’s identify the correct device part that is causing the issue
After checking that there are lights on the Pocket charger, you will need to ensure:
Whether the Pocket Charger is charged for at least one experience.
To identify this, at least one solid white light will turn on.
After these steps, is Pocket Charger charged enough? (Please note that, if you choose the option “NO”, this will take you to pocket charger diagnostics. In this case please choose “Bottom light on pocket charger blinking yellow 3x”)
Place the holder in the Pocket Charger. Ensure it is placed correctly.
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 i PRIME is turned OFF at the time of RESET; when pressing the button, after the first 4 seconds, the device will turn ON and lights will fade in. In order to perform the RESET correctly, it is important to keep the button continuously pressed for 10 seconds.
2. RESET is confirmed when status lights fade in, blink twice fast, ramp up and then the current device charge level will be shown
After these steps, did the holder light(s) on the Pocket charger (round lights) come on or pulsate?
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!
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!
Holder does not provide a 2nd consecutive experience
Clean the contacts between the holder and Pocket Charger
EDUCATE CONSUMER:
On how to ensure that the holder is fully charged
COMMUNICATE WITH CONSUMER:
1. Clean the contacts between the holder and Pocket Charger to ensure the device is charging efficiently.
2 .Place the holder in a charged Pocket Charger and leave it to charge until the two holder’s lights on the Pocket Charger turn solid white.
3. Once fully charged, try using the holder for two consecutive experiences.
It might happen that the number of experiences and its duration can become shorter or even missing due to the battery degradation. In order to slow the battery degradation process, we recommend charging your device within the recommended temperature zone(between 0 and 40°C), not keeping it discharged for long periods of time and using the charging cables and AC power adaptors, as per the user guides.
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!
Holder does not provide a 3rd consecutive experience
IQOS ILUMAi PRIME Operating temperatures
EDUCATE THE CONSUMER:
1. There is a possibility of having a 3rd consecutive experience when:
a) using a fully charged holder in Performance Mode and
b) pause mode is not used for the first two experiences
2. Ensure that the holder is used inside the recommended temperature range, unless the battery discharge may be accelerated. Same issue might cause in case the sticks used are humid , as the energy used per stick is higher
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!
Check the heating chamber for broken sticks or debris using a light if required. No objects should be inserted in the heating chamber at this point to avoid causing any damage.
Are there any broken sticks / debris in the heating chamber?
Try using a new SMARTCORE Stick. Ensure it is correctly inserted (with the correct orientation and up to the line).
The device is designed to provide you experiences that each have up to 6 mins and/or 14 puffs whichever comes first. IQOS ILUMA i PRIME is designed to be used only with SMARTCORE Stick. Do not use IQOS ILUMA i PRIME and SMARTCORE sticks with previous IQOS generations, as this may cause damage to your device.
The device must heat up for 20 second, until heating ring is closed and device vibrates, in order to allow for aerosol creation. In case pause mode is used, the device needs to be re-heated and the ring will be shown in the Touch Screen.
In case pause mode is activated, it needs to be de-activated during 8 min, if not, the experience will end.
Ensure that there are intervals (time) between puffs. Leaving time between puffs, allows the Holder to properly heat the tobacco and generate aerosol
Make sure that the stick is not pulled out or moved during experience and the device is operating withing the correct the temperature range (0-40°C).
Whether the experience reaches up to 6 mins or 14 puffs.
COMMUNICATE:
Ensure pause mode is either not activated or if it is activated, make sure to deactivate before it reaches 8 mins
If pause mode is activated, the remainder of up to 6min experience will be granted after the pause.
If pause mode is not deactivated within 8min of being activated, the experience will end.
EDUCATE CONSUMERS:
FlexPuff is a feature that can be activated in the IQOS App (it is activated by default on new device).
How is it working:
• If the experience reaches 6 mins, it will stop regardless of the amount of aerosol used or puffs taken.
• Your device will analyse the consumed volume of aerosol and will automatically activate FlexPuff feature if determined amount of aerosol has not been consumed and the user may be granted 4 extra puffs, that can be used within the remainder of the 6min.
• If Pause Mode is used during an experience, extra puffs will not be granted.
FlexPuff activation and number of puffs depend on individual usage patterns, thus extended experience might not apply to all adult consumers and/or experiences.
You might have inserted incorrectly the SMARTCORE Stick
Try using a new SMARTCORE Stick. Ensure it is correctly inserted (with the correct orientation and up to the line).
The device is designed to provide you experiences that each have up to 6 mins and/or 14 puffs whichever comes first. IQOS ILUMA i PRIME is designed to be used only with SMARTCORE. Do not use IQOS ILUMA i PRIME and SMARTCORE sticks with previous IQOS generations, as this may cause damage to your device.
The device must heat up for 20 second, until heating ring is closed and device vibrates, in order to allow for aerosol creation.
Ensure pause mode is not activated during the experience as this would prevent FlexPuff from being triggered.
FlexPuff activation and number of puffs depend on individual usage patterns, thus extended experience might not apply to all adult consumers and/or experiences.
FlexPuff is a feature that can be activated in the IQOS App (it is activated by default on new device).
How is it working:
• Your device will analyse the consumed volume of aerosol and will automatically activate FlexPuff feature if determined amount of aerosol has not been consumed and the user may be granted 4 extra puffs, that can be used within the 6min experience duration.
• If Pause Mode is used during an experience, FlexPuff does not activate for this experience.
• Extra puffs granted will be shown on the Touch Screen. The light is going around the ring, extending anti-clockwise towards the end of the experience.
• FlexPuff activation and number of puffs depend on individual usage patterns, thus extended experience might not apply to all adult consumers and/or experiences.
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!
Experience not starting automatically when stick is inserted
Ensure you are using the SMARTCORE Stick
SMARTCORE Stick might have not be used in the right conditions
1. IQOS ILUMA i PRIME is designed to be used only with SMARTCORE Stick : ensure you are using the SMARTCORE stick; as this may cause damage to your device.
2. Ensure the SMARTCORE Sticks are placed in the holder in the right direction and the line just above the top of the Holder.
3. Always using the IQOS ILUMA i PRIME within the operating temperature, between 0°C and 40°C.
4. Try with another SMARTCORE Sticks properly inserted in the holder. If available, use a stick from a different pack.
Experience not starting automatically when stick is inserted
AutoStart activated
Check if the Autostart function always fail
Please, check whether your device never starts automatically or if it is a sporadic occurence.
On occasion, the device may not start automatically due to a number of factors such as stick positioning and aligment, device calibration, holder low on battery charge
Keep in mind that this is not an issue with the device.
Experience not starting automatically when stick is inserted
How to start an experience
Let’s try to start the experience manually
1. Insert an SMARTCORE stick and swipe your finger up from the bottom to the top of the Touch Screen to manually start the experience.
2. To confirm that the experience has started, the device will vibrate and the ring will slowly appear from the bottom of the Touch Screen until fully closing.
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.
1. Before trying to remove the broken SMARTCORE stick, make sure your holder is switched off: place the holder inside the Pocket charger and press the ON/OFF button for 4 seconds Allow the holder to cool down properly before attempting to remove the broken stick.
To confirm that the holder is off, remove the holder from the pocket charger, and tap the Touch Screen. If no lights appear, the holder is OFF and it is safe to proceed with the stick removal. If lights appear, repeat the previous step to turn off the holder.
2. A new ILUMA stick remover tool has been developed to ensure that any broken SMARTCORE STICK stuck in a holder can be removed successfully as shown in the graphic and without any risk of damage to the holder.
Click here to find out how to get an ILUMA stick remover.
Please, follow the steps here below to remove the broken SMARTCORE stick using the ILUMA stick remover:
1. Make sure the holder and the stick are cooled down before proceeding
2. Carefully insert the hook of the IQOS ILUMA Stick Remover in the holder until the plastic top part of the tool touches the device.
3. Once fully inserted, tilt the ILUMA Stick Remover to the side with the end of the hook pushed toward the wall of the heating chamber, as demonstrated in the graphic.
4. Keeping the ILUMA Stick Remover in this position, slowly pull the stick out by sliding the ILUMA™ Stick Remover upwards.
5. Once you have removed the remaining part of the stick, look inside your device to ensure that there is no debris left in the bottom of the heating chamber.
6. Once the stick has been removed successfully, turn on the holder by placing it in the pocket charger and pressing the pocket charger button for 4s until all the lights turn on and the charge level is displayed.
7. Dispose of any waste as per your local waste regulation or collect and return them to us. If you need further assistance, please, visit one of our IQOS stores
Please note: IQOS ILUMA i PRIME is designed to be used only with SMARTCORE sticks. Do not use IQOS ILUMA and SMARTCORE sticks with previous IQOS generations, , as this may cause damage to your device.
Did you manage to remove the broken SMARTCORE stick?
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!
Experience not starting automatically when stick is inserted
AutoStart activated
Check if the Autostart function always fail
Please, check whether your device never starts automatically or if it is a sporadic occurence.
On occasion, the device may not start automatically due to a number of factors such as stick positioning and aligment, device calibration, holder low on battery charge
Keep in mind that this is not an issue with the device.
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!
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!
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.
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!
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!
Use GTPs Global ID431A to inform the consumer about the reason why the holder may be perceived as warm and why it is still safe to use it.
COMMUNICATE:
If the holder warmth is creating discomfort for the user, advise to leave the device to cool down prior to starting another experience and only use the device in an environment cooler than 40°C.
Only option A since there are no issue with the device, it's all about usage conditions and perception. Do not replace.
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!
1. Pause mode is only available in Performance Mode for one of the two consecutive experiences delivered by a fully charged holder.
2. Pause mode is available up to 8puffs or 3min of an experience for TEREA and up to 6puffs or 2min for LEVIA sticks.
3. Pause mode is illustrated by 2 short vertical lines at the top of the Touch Screen and is activated by swiping down the Touch Screen from the very top to the very bottom.
Please note:
• To activate Pause mode, swipe down across the entire Touch Screen.
• If the swiping motion does not cover the entire length of the Touch Screen, pause mode will not be activated.
Place the holder in the Pocket Charger. Ensure to place it correctly.
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 i PRIME is turned OFF at the time of RESET; when pressing the button, after the first 4 seconds, the device will turn ON and lights will fade in. In order to perform the RESET correctly, it is important to keep the button continuously pressed for 10 seconds.
2. RESET is confirmed when status lights fade in, blink twice fast, ramp up and then the current device charge level will be shown
Place the holder in the Pocket Charger. Ensure to place it correctly.
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 i PRIME is turned OFF at the time of RESET; when pressing the button, after the first 4 seconds, the device will turn ON and lights will fade in. In order to perform the RESET correctly, it is important to keep the button continuously pressed for 10 seconds.
2. RESET is confirmed when status lights fade in, blink twice fast, ramp up and then the current device charge level will be shown
As every electronic device, IQOS is also built from two core elements – physical device items and the digital working instructions, called as firmware.
Firmware of your holder and pocket charger should be regularly updated for maintenance and improvement of your device performance.
Firmware update can be done through IQOS App or visiting an IQOS Store.
IQOS App is available both for desktop and mobile devices.
After the Firmware update, is your issue resolved?
1. IQOS ILUMA i PRIME is designed to be used only with SMARTCORE Sticks : ensure you are using the SMARTCORE stick. Do not use IQOS ILUMA i PRIME and SMARTCORE sticks with previous IQOS generations, as this may cause damage to your device.
2. Ensure the SMARTCORE Sticks are placed in the holder in the right direction and the line just above the top of the Holder.
3. Try with another SMARTCORE Stick properly inserted in the holder. If available, use a stick from a different pack.
4. The device must heat up for 20 second, until heating ring is closed and device vibrates, in order to allow for aerosol creation. In case pause mode is used, the device needs to be re-heated.
5. Make sure that the stick is not pulled out or moved during experience and the device is operating within the correct the temperature range (0-40°C).
6. If you need further assistance, please, visit one of our IQOS stores
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