Self-diagnose your IQOS ILUMA PRIME

Start now

A Jade Green IQOS ILUMA PRIME Pocket Charger on a table.

Is your Pocket Charger charging too slowly?

  1. Use the IQOS power adaptor and cable to power up your IQOS ILUMA PRIME Pocket Charger. It will take 2 hours and 15 minutes to get fully charged.
  2. If your Pocket Charger is completely out of battery, it's normal to have to wait up to 20 minutes before you start to see a charging light pattern.
A Jade Green IQOS ILUMA PRIME Holder in a charging station.

Is your IQOS ILUMA PRIME Holder charging too slowly?

  1. Try cleaning the contacts of the Holder and the Pocket Charger
  2. If you are simultaneously charging Pocket Charger as you are charging your Holder it is important to charge the Pocket Charger with using the manufacturer-approved power adaptor and cable.
An IQOS ILUMA PRIME Holder in a person's hands, the lights visible.

Are the lights on the Holder flashing white?

  1. 3 blinking white lights: indicate that the Holder is simply out of temperature range. Try maintaining the device between 0°C and 40°C  to ensure the device works properly.
  2. 8 blinking white lights will indicate that the Holder can only manage 1 experience.Get more help with our Self-diagnosis tool.
An IQOS ILUMA PRIME Holder.

Does the IQOS ILUMA PRIME Pocket Charger or the Holder blink red or not work?

Place the Holder in the Pocket Charger and reset it by pressing the Pocket Charger’s button for 10 seconds. Keep the button pressed until you see all the lights dim out. The RESET will be confirmed by all the lights briefly blinking white.

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

Is the TEREA stick not fitting or does it have limited aerosol quality?

  1. Make sure the TEREA stick wasn't accidentally used twice. Or check that it's not just an individual TEREA stick that isn't fitting properly. Isolated cases of TEREA sticks not fitting occur very infrequently and it's almost never caused by a fault in the device.
  2. Ensure the TEREA stick was inserted correctly as per the user guide instructions. 
  3. TEREA packs should not be stored in an environment which is too humid or too dry. Doing so can have an effect on the aerosol quality.

IQOS ILUMATM is designed to be used only with TEREATM sticks. Do not use IQOS ILUMATM and TEREATM sticks with previous IQOSTM generations, as this may cause damage to your device.Do not ingest or disassemble TEREATM sticks. This product contains a sharp metal part which can cause serious injury if swallowed. Keep out of reach of children. 
See important information.

Got a question?
Find the answers in our FAQs.

See FAQs

Something we haven’t covered?

There are several ways you can reach us.

No question is too small

Your question might have already been asked before. Browse our FAQs to see if there’s an answer waiting for you.

Look through our FAQ

Use our live chat

Chat to our IQOS experts in real time.  They are available Monday to Friday 8:00 – 22:00 or during the weekends and holidays 10:00 – 18:00. Give them a message and they’ll say hello within seconds. 

Let's chat

Facebook us

We’re very social on our social media, so feel free to message us with any questions and we’ll get back to you in minutes. 

Our Facebook Page

Send us an email

Write to us. Our inbox is never too full.

Email us