How to turn ON the device
Your Pocket charger might be OFF
1. Place the holder inside the pocket charger. Ensure the holder is fully inserted in the pocket charger.
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.
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;
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.
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.
3. RESET is confirmed when status lights fade in again and the device vibrates.
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.
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:
2. Ensure the optimal charging of your holder:
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 the holder is fully inserted in the pocket charger.
2. Press and hold down the ON/OFF button on the Pocket Charger for 10 seconds until status lights fade out.
3. RESET is confirmed when status lights fade in again and the device vibrates.
Charging speeds of various instances
Your holder might be giving you a warning about its charge
1. Ensure the optimal charging for your device:
2. Ensure that your device is used within the operating temperature (0-40C); environmental temperature may affect holder’s charging speed as well.
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 the holder is fully inserted in the pocket charger.
2. Press and hold down the ON/OFF button on the Pocket Charger for 10 seconds until status lights fade out.
3. RESET is confirmed when status lights fade in again and the device vibrates.
IQOS ILUMA Operating temperatures
Your Pocket Charger and holder might have been exposed to outside of operating temperature
You may need to give your device a few minutes to get back to the correct temperature. Please note:
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 the holder is fully inserted in the pocket charger.
2. Press and hold down the ON/OFF button on the Pocket Charger for 10 seconds until status lights fade out.
3. RESET is confirmed when status lights fade in again and the device vibrates.
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!
IQOS CUSTOMER CARE
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:
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 the holder is fully inserted in the pocket charger.
2. Press and hold down the ON/OFF button on the Pocket Charger for 10 seconds until status lights fade out.
3. RESET is confirmed when status lights fade in again and the device vibrates.
A fully charged pocket charger
COMMUNICATE:
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:
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:
Check Three
Use the Holder 20 seconds after activation, the device has to heat up for 20 second in order to allow for aerosol creation.
Check Four
Ensure that there are Intervals (time) between puffs. Leaving time between puffs allows the Holder to properly heat the tobacco and generate aerosol.
Check Five
Check the TEREA stick was not accidentally used twice. Or that it was just a case with an individual TEREA stick. Isolated cases with a single TEREA stick do not justify blaming the device or the sticks.
Check Six
Ensure the TEREA stick was inserted correctly as per the user guide instructions.
Check Seven
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.
Note: Keep in mind that used TEREA sticks tend to have visible creases and marks once used, check to see if the stick may have accidentally been already used.
How to RESET your device
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.
3. RESET is confirmed when status lights fade in again and the device vibrates.
Seeing a light on a deeply discharged pocket charger may take up to 15 mins
Let’s try with charging
1. Ensure the optimal charging for your device:
2. Plug the pocket charger into a wall power outlet:
Lets try the following steps
Step One
Ensure it was not used out of the working temperature 0-40°C.
Step Two
Check if the led blinks white 8 times this indicates that the device cannot deliver a second experience.
Step Three
Check the Pocket Charger is charged and is able to charge the Holder. In the even the contacts are dirty this can have an effect on charging (click here to see how to clean).
Note: a used TEREA stick can be used to perform this test.
Connect to the IQOS App
The AutoStart function might have been deactivated from IQOS App
1.Make sure your device is connected to the IQOS App: Before performing connection steps, please;
2.Let’s follow these few steps to connect your mobile device to the IQOS App:
a. Remove all devices, not only IQOS, from the Bluetooth settings of the respective end device.
b. Turn OFF Bluetooth on the phone/PC.
c. Turn ON back Bluetooth on the phone/PC again.
d. 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.
e. Log in to IQOS App again and follow the shown steps.
3.Ensure that only one IQOS device is connected via Bluetooth.
4.If you are using an iOS device, make sure you launch the IQOS app using the Bluefy browser.
5.If this does not work, try pairing your IQOS via USB cable on Mac or PC.
6.From the IQOS App, ensure that the AutoStart function hasn’t been de-activated: AutoStart is always activated by default on a new device.
Ensure you are using the right TEREA stick consumable.
1. IQOS ILUMA is designed to be used only with TEREA sticks: ensure you are using the right consumable; the device will not start with any other tobacco sticks.
2. Ensure the TEREA sticks are being placed in the holder in the right direction and the line just above the top of the Holder. Ensure there is no debris in the holder which needs to be removed with a wooden toothpick. Please, do not insert any metallic objects in the holder.
3. Try with another TEREA sticks properly inserted in the holder and start an experience by pressing the button for 2 seconds. If available, use a stick from a different pack.
Your holder’s software 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.
3. RESET is confirmed when status lights fade in again and the device vibrates.
Firmware may need to be updated.
Check whether the AutoStart always fails
Please, check whether your device never starts automatically or if it is a sporadic occurence.
How to turn ON the device
Let’s try to start the experience manually
1.Ensure the device is turned ON:
2. Take your holder and insert a TEREA stick: make sure the consumable is being placed in the holder in the right direction and the line being aligned with the top of the Holder.
3. Press the holder button for 2 seconds to start the experience manually.
1. Before trying to remove the broken TEREA stick, make sure your holder is switched off: place the holder inside the Pocket charger and press the ON/OFF button for 4 seconds. Allow the holder to cool down properly before attempting to remove the broken stick.
2. A new IQOS ILUMA stick extractor tool has been developed to ensure that any broken TEREA SMARTCORE STICK™ stuck in a holder can be extracted successfully as shown in the graphic and without any risk of damage to the holder.
How to use the IQOS ILUMA stick extractor
Please, follow the steps here below to remove the broken TEREA SMARTCORE stick ™ using the IQOS ILUMA stick extractor:
1. Make sure the holder and the stick are cooled down before proceeding.
2. Carefully insert the hook of the IQOS ILUMA Stick Extractor in the holder until the plastic top part of the tool touches the holder ring.
3. Rotate the IQOS ILUMA Stick Extractor by approximately 90 degrees and pull it out carefully to extract the piece of broken stick.
4. Once you have removed the remaining part of the stick, look inside your device to ensure that there is no debris left in the bottom of the heating chamber.
5. Once the stick has been removed successfully, turn on the holder by placing it in the pocket charger and pressing the pocket charger button for 4s until all the lights turn on and the charge level is displayed.
6. Dispose of any waste as per your local waste regulation or collect and return them to us. If you need further assistance, please, visit one of our IQOS stores.
Broken Terea in Holder
To remove a broken TEREA stick that got stuck in your Holder, please follow the below steps:
1. Make sure the holder and the stick are cooled down before proceeding.
2. To improve the access to TEREA SMARTCORE STICK™ and help with its removal, you can remove the ring from the holder taking care not to lose it.
3. Use two fingers to carefully remove the broken TEREA SMARTCORE STICK™. If it cannot be removed using your fingers, try using a toothpick or a pair of tweezers or a metal clip to remove the part of the stick that remains in the device. Please, use extreme caution when inserting any object into the heating chamber as excessive force may damage the internal surface within.
4.Once you have removed the remaining part of TEREA SMARTCORE STICK™ check inside your holder to ensure that there is no debris left in the bottom of the heating chamber.
5. Once the stick has been removed successfully, turn on the holder by placing it in the pocket charger and pressing the pocket charger button for 4s until all the lights turn on and the charge level is displayed and re-fit the ring if previously removed.
6. Dispose of any waste as per your local waste regulation or collect and return them to us. If you need further assistance, please, visit one of our IQOS stores.
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.
IQOS CUSTOMER CARE
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.
Before performing below steps, please;
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.
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.
3. RESET is confirmed when status lights fade in again and the device vibrates.
After resetting, open the App and follow instructions on the IQOS App to add a device: the App will explain how to enable Bluetooth and provides a step-by-step guide to connect.
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.
IQOS CUSTOMER CARE
Lets try the following
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.
After RESETTING your device properly, does the experience only start after inserting a tobacco stick or by pressing the button on the Holder?
COMMUNICATE:
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:
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.
This product is not risk free and contains nicotine, which is addictive. Only for use by adults.
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We Care
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