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Troubleshooting your IQOS ILUMA PRIME

Try online IQOS Diagnostic tool which can help you find a solution for device issues in a few easy steps.

Start now

An IQOS ILUMA PRIME.
A Jade Green IQOS ILUMA PRIME Pocket Charger on a table.

Is your Pocket Charger charging too slowly?

1. Use the IQOS power adaptor and cable to 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.

A Jade Green IQOS ILUMA PRIME Holder in a charging station.

Is your 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 power adaptor and cable.

An IQOS ILUMA PRIME Holder in a person's hands, the lights visible.

Are the lights on the Holder flashing white?

1. White lights blinking 3 times indicate that the Holder is simply out of temperature range. Try maintaining the device between 0°C and 40°C to ensure the device works properly.

2. White lights blinking 8 times will indicate that the Holder can only manage 1 experience. Get more help with online IQOS Diagnostic tool.

An IQOS ILUMA PRIME Holder in a person's hands.

Do the Pocket Charger or the Holder lights blink red or aren't working?

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.

Got a question?
Find the answers in our FAQs.

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