Self-diagnose your IQOS ILUMA PRIME

Start now

Self-diagnose your IQOS ILUMA PRIME

Start now

Is your Pocket Charger charging too slowly?

  1. Power up your IQOS ILUMA PRIME Pocket Charger. It will take 2 hours and 15 minutes to get fully charged.
  2. If your 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.

Is your IQOS ILUMA PRIME 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 cable.

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.

Is the IQOS ILUMA PRIME Pocket Charger not working or is the Holder blinking red?

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.

Is the SMARTCORE STICKS™ not fitting or does it have limited aerosol quality?

  1. Make sure the SMARTCORE STICKS™ wasn't accidentally used twice. Or check that it's not just an individual SMARTCORE STICKS™ that isn't fitting properly. Isolated cases of SMARTCORE STICKS™ not fitting occur very infrequently and it's almost never caused by a fault in the device.
  2. Ensure the SMARTCORE STICKS™ was inserted correctly as per the user guide instructions.
  3. SMARTCORE PACK™ 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 IQOS ILUMA™. Do not use IQOS ILUMA™ and SMARTCORE STICKS™ sticks with previous IQOS™ generations, as this may cause damage to your device. Do not ingest or disassemble SMARTCORE STICKS™. This product contains a sharp metal part which can cause serious injury if swallowed. Keep out of reach of children.

See important information.

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