Troubleshoot your / Find solutions for your IQOS ILUMA i PRIME

Number “0” flashing on the Touch Screen

Is number “0” flashing on the Touch screen of your IQOS ILUMA i PRIME holder 3 times? Then your holder is discharged, and here is how to charge your holder:

Place the holder back inside the IQOS ILUMA i PRIME Pocket Charger. Ensure it is placed correctly and close the Pocket Charger door.
Make sure your pocket charger is charged enough to fully charge the holder.
Leave the Holder to charge, until at least one Holder’s status light turns solid white on the Pocket Charger.

Lights on holder not turning ON

After swiping up, are your holder lights not turning ON? Here’s what to do to resolve the no lights issue on the holder:

Check whether the Pocket Charger is charged for at least one experience. To identify this, at least one solid white light will turn on.
Clean the contacts between the holder and the Pocket Charger.
Place the holder inside the pocket charger- ensure it is placed correctly- and leave the holder until at least one of the holder lights on Pocket Charger turns solid white.
Remove the holder from the Pocket Charger and press the holder’s button (short press).

Pause Mode is unavailable

Firstly, please visit our official IQOS Stores & Care Points. Our team will assist you and ensure that Performance Mode and Pause Mode are activated on your device.

The Touch Screen will show whether Pause Mode is available. Pause Mode is indicated by two short vertical lines at the top of the Touch Screen.
Pause Mode can be used once during the first or second consecutive use in Performance Mode and can be activated within the first 3 minutes or 8 puffs of the experience.

Swipe down across the entire Touch Screen to activate Pause Mode.

If the swipe does not cover the full length of the Touch Screen, Pause Mode will not activate.

To resume your experience, swipe up across the entire Touch Screen and wait for the device to preheat.

Pause Mode can last up to 8 minutes. If you do not resume your experience, the Holder will automatically switch off.

FlexPuff not working

FlexPuff activation and number of puffs depend on individual usage patterns. Your device will automatically analyze the consumed volume of aerosol and might activate FlexPuff. Thus, the extended experience might not apply to all adult consumers and/or experiences. When Pause is used FlexPuff cannot be activated. If Flexpuff will be activated, then you will be granted with 4 extra puffs, that can be used still within up to 6min experience duration.