Troubleshoot
your IQOS
ILUMA PRIME

Troubleshoot your IQOS ILUMA PRIME

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A Jade Green IQOS ILUMA PRIME Pocket Charger.

Is your Pocket Charger charging too slowly?

  1. Fully charge the Pocket Charger by using the IQOS power adaptor and cable for two hours and 15 minutes to fully charge the device.
  2. If your IQOS ILUMA PRIME Pocket Charger is completely out of battery, you may need to wait up to 20 minutes before you start to see a charging light pattern, this is normal. Also keep in mind that it is important to charge the Pocket Charger using the IQOS power adaptor and cable. 
A Jade Green IQOS ILUMA PRIME Holder in a charging station.

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 the Pocket Charger as you are charging your Holder, it is important to charge the Pocket Charger using the IQOS power adaptor and cable. 
An IQOS ILUMA PRIME Holder in a person's hands, the lights visibile.

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 Jade Green IQOS ILUMA PRIME Holder and Pocket Charger in a person's hands.

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.

A person places a TEREA stick into an IQOS ILUMA PRIME Holder.

Does the TEREA stick have lower aerosol quality?

  1. Make sure the TEREA stick wasn’t accidentally used twice. Or check that it’s not just an individual TEREA stick that isn’t fitting properly. Isolated cases of TEREA sticks not fitting occur very infrequently and it’s almost never caused by fault in the device.
  2. Ensure the TEREA stick was inserted correctly as per the user guide instructions. 
  3. 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.

IQOS ILUMA is designed to be used with TEREA sticks. Do not use IQOS ILUMA and TEREA sticks with previous IQOS generations, as this may cause damage to your device. Do not ingest or disassemble TEREA 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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Facebook

Message us through our Facebook Page.

 

Let's chat

 

 

 
 
Email

Our inbox is never too full. Reach out via email at contact.ph@IQOS.com

 

Email us

 
 
Phone

Our phone line connects you directly to an IQOS Customer Care Agent. Call us at #983838.

 

Call #983838