Pocket charger status (strip light) blinking white
How to reset
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.
Visit “Get Support” section to learn further tips about the maintenance of your device.
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!
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?
Pocket charger status (strip light) blinking yellow
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?
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?
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 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)
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?
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, did your pocket charger start to work?
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.
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?
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!
Do you want to proceed to eligibility check?
Click “Start” and login, select or add the correct device, and proceed with diagnostics.
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!
Do you want to proceed to eligibility check?
Click “Start” and login, select or add the correct device, and proceed with diagnostics.
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?
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?
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!
Do you want to proceed to eligibility check?
Click “Start” and login, select or add the correct device, and proceed with diagnostics.
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!
Do you want to proceed to eligibility check?
Click “Start” and login, select or add the correct device, and proceed with diagnostics.
Pocket charger cannot charge the holder for 20 experiences
A fully charged pocket charger
[Knowledge only, NOT to communicate]
A- The customer might not be using the pocket charger fully charged
B- Customer’s pocket charger battery capacity might be degraded by time – which is normally out of warranty
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.
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.
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.
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 IQOS App and follow instructions on the IQOS App to add a device: the IQOS 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?
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.
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.
Overheating or plastic softening around the USB-C charging port/cable
[Knowledge only, NOT to communicate]
A- This can happen whilst charging only. It can also be described by the user as melting
B- This can be caused by contamination in the USB connectors that can interfere with the transmission of the current and cause overheating. Refer to Product Notification PN006 for further details.
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.
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!
Do you want to proceed to eligibility check?
Click “Start” and login, select or add the correct device, and proceed with diagnostics.
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.
Can you confirm that the device was properly handled?
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?
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