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Troubleshooting your IQOS

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 Pocket Charger and Holder on a laptop.
An IQOS ILUMA Pocket Charger in a charging station.

Is your Pocket Charger charging too slowly?

1. Use the IQOS power adaptor and cable to power up your IQOS ILUMA 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.

An IQOS ILUMA device in a charging station with a Pocket Charger on a table.

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.

A person placing an IQOS ILUMA Pocket Charger into a charging station.

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 40°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 person holding an IQOS ILUMA Pocket Charger and Holder.

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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We’re ready to help you I-V 8:00-20:00, VI-VII 9:00-19:00.