Self-diagnose your IQOS ILUMA

Start now

An IQOS ILUMA Pocket Charger in a charging station.

Is your Pocket Charger charging too slowly?

  1. Use the IQOS power adaptor and cable to power up your IQOS ILUMA Pocket Charger. It will take 2 hours and 15 minutes to get fully charged.
  2. If your IQOS ILUMA 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.
An IQOS ILUMA device in a charging station with a Pocket Charger on a table.

Is your IQOS ILUMA 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.
A bright IQOS ILUMA Pocket Charger and Holder in a person's hand.

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 50°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.
A person holding an IQOS ILUMA Pocket Charger and Holder.

Does the IQOS ILUMA 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.

A person placing a TEREA stick into an IQOS ILUMA Holder.

Is the heating tobacco stick not fitting or does it have poor aerosol quality?

  1. Make sure the heating tobacco stick wasn't accidentally used twice. Or check that it's not just an individual stick that isn't fitting properly.
  2. Ensure the heating tobacco stick was inserted correctly as per the user guide instructions.
  3. 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 ILUMA™ is designed to be used only with TEREA™ heating tobacco sticks. Do not use IQOS ILUMA™ and TEREA™ heating tobacco sticks with previous IQOS™ generations, as this may cause damage to your device. Do not ingest or disassemble heating tobacco 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 answer in our FAQs.

See FAQs

Something we haven’t covered?

There are several ways you can reach us.

Use our live chat

Chat to our Customer Care team in real time. We’re available every day from 10:00 to 22:00.

Let's chat


We’re very social on our social media, so feel free to message us and we’ll get back to you as soon as we can.

Our Facebook Page

DM us

You will find more news and we are happy to answer all your questions on our official Instagram-page.

Our Instagram Page

Send us an Email

Write to us. Our inbox is never too full. We'll try to get back to you within the next 24 hours.

Email us

No question is too small

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

Look through our FAQ

Give us a ring

Our support line connects you directly to Customer Care. We’re available daily from 10:00 to 22:00.

Get in touch