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.

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:

+xx (xxx) xxxxxxx

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.

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 establish such an events occurred with your device you may incur additional charges in relation to the replacement.

Eligibility Check

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:

+xx (xxx) xxxxxxx

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

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 0-40°C.

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.

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.

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

+xx (xxx) xxxxxxx

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.

Eligibility Check

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 blink 3 times 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.

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:

+xx (xxx) xxxxxxx

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.

Eligibility Check

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.

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:

+xx (xxx) xxxxxxx

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.

Eligibility Check

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.

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:

+xx (xxx) xxxxxxx

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.

Eligibility Check

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.

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:

+xx (xxx) xxxxxxx

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.

Eligibility Check

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 blue light becomes intense. When Disabling, it fades out.

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.

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:

+xx (xxx) xxxxxxx

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.

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:

+xx (xxx) xxxxxxx

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.pp.iqos.com

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?

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:

+xx (xxx) xxxxxxx

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

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:

+xx (xxx) xxxxxxx

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

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:

+xx (xxx) xxxxxxx

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.

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.

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:

+xx (xxx) xxxxxxx

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.

Eligibility Check