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        An IQOS ILUMA PRIME Pocket Charger and Holder.
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  • Explore catalogue
    • Explore catalogue
    • IQOS ILUMA series
      • IQOS ILUMA series
      • IQOS ILUMA PRIME Premium design
        An IQOS ILUMA PRIME Pocket Charger and Holder.
      • IQOS ILUMA Familiar design
        An IQOS ILUMA Pocket Charger and Holder.
      • IQOS ILUMA ONE Compact design
        An IQOS ILUMA ONE.
      • IQOS ILUMA accessories
      • Compare IQOS ILUMA devices
      • IQOS ILUMA range
      An IQOS ILUMA Holder.
      Discover IQOS ILUMA
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    An IQOS ILUMA Holder.
    Discover IQOS ILUMA
  • Discover IQOS What is IQOS?
    • Discover IQOS
    • Discover IQOS What is IQOS?
    • Discover ILUMA Next level technology
    • IQOS heated tobacco Real tobacco, real progress
    • Backed by science Discover the science
    • News
    “My friends are happy. They have noticed that the smell of cigarettes is gone with IQOS.” Beate, user since 2019 Discover more
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    Discover IQOS ILUMA
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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 five 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.

Does this advice solve the issue with charging?
OK NO

Issue solved

    Congratulations! We are happy that you can continue enjoying your IQOS ILUMA.

    If you need further assistance with your device, please contact our Customer Care Center 1848

FINISH

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?
YES NO

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 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 1848

OK

Eligibility Check

By submitting for eligibility check, you will not be able to check back.

Do you want to proceed to eligibility check?

Click “Start” and login, select or add the correct device, and proceed with diagnostics.

SUBMIT

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.

OK

Issue solved

    Congratulations! We are happy that you can continue enjoying your IQOS ILUMA.

    If you need further assistance with your device, please contact our Customer Care Center 1848

FINISH

Holder light on Pocket Charger or Holder blinking white 8x

    Situation

    Holder blinks white eight times or the Holder light on the Pocket Charger blinks white eight 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.

Is the Holder able to deliver 2 experiences?
YES NO

Issue solved

    Congratulations! We are happy that you can continue enjoying your  IQOS ILUMA.

    If you need further assistance with your device, please contact our Customer Care Center 1848

FINISH

Eligibility Check

By submitting for eligibility check, you will not be able to check back.

Do you want to proceed to eligibility check?

Click “Start” and login, select or add the correct device, and proceed with diagnostics.

SUBMIT

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 blinking three times to simiply indicate that they needs to be charged.

After following the advice did you manage to charge the Holder?
YES NO

Issue solved

    Congratulations! We are happy that you can continue enjoying your IQOS ILUMA.

    If you need further assistance with your device, please contact our Customer Care Center 1848

FINISH

Eligibility Check

By submitting for eligibility check, you will not be able to check back.

Do you want to proceed to eligibility check?

Click “Start” and login, select or add the correct device, and proceed with diagnostics.

SUBMIT

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).

    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.

After following these steps are you able to properly charge and use your holder?
YES NO

Issue solved

    Congratulations! We are happy that you can continue enjoying your IQOS ILUMA.

    If you need further assistance with your device, please contact our Customer Care Center 1848

FINISH

Eligibility Check

By submitting for eligibility check, you will not be able to check back.

Do you want to proceed to eligibility check?

Click “Start” and login, select or add the correct device, and proceed with diagnostics.

SUBMIT

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.

After following these steps are you able to properly charge and use your Pocket Charger?
YES NO

Issue solved

    Congratulations! We are happy that you can continue enjoying your IQOS ILUMA.

    If you need further assistance with your device, please contact our Customer Care Center 1848

FINISH

Eligibility Check

By submitting for eligibility check, you will not be able to check back.

Do you want to proceed to eligibility check?

Click “Start” and login, select or add the correct device, and proceed with diagnostics.

SUBMIT

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.

After following these steps are you able to properly able to use the Pocket Charger for 20 experiences?
YES NO

Issue solved

    Congratulations! We are happy that you can continue enjoying your IQOS ILUMA

    If you need further assistance with your device, please contact our Customer Care Center 1848

FINISH

Eligibility Check

By submitting for eligibility check, you will not be able to check back.

Do you want to proceed to eligibility check?

Click “Start” and login, select or add the correct device, and proceed with diagnostics.

SUBMIT

Bluetooth malfunction

    Let’s perform the following three steps if your IQOS ILUMA 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.

YES NO

Issue solved

    Congratulations! We are happy that you can continue enjoying your IQOS ILUMA.

    If you need further assistance with your device, please contact our Customer Care Center 1848

FINISH

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) xxx-xxxx

    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.stg.iqos.com.

FINISH

Physical damage

    We are sorry your IQOS ILUMA Pocket Charger is damaged. Even with this damage, are you still able to use it? Can your Pocket Charger still charge the Holder?

Is your device still functioning?
YES NO

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 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 1848

     

OK

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 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 1848

OK

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.

After following these steps, are you able to properly use your IQOS ILUMA?
OK NO

Issue solved

    Congratulations! We are happy that you can continue enjoying your IQOS ILUMA.

    If you need further assistance with your device, please contact our Customer Care Center 1848

FINISH

Eligibility Check

By submitting for eligibility check, you will not be able to check back.

Do you want to proceed to eligibility check?

Click “Start” and login, select or add the correct device, and proceed with diagnostics.

SUBMIT

Great

Enjoy using your IQOS

Done

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

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© 2025 Philip Morris Products S.A. All rights reserved. Welcome to IQOS Kyrgyzstan website (the “Website”), owned by Philip Morris International. Organisation authorised to accept consumer claims Forester LLC ("Форестер). Address: Kyrgyz Republic, Bishkek, 16 Cholpon-Atinskaya St., postal code: 720048. Customer Service Hotline: 1848 (10:00 to 22:00.) Email: contact.kg@iqos.com

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