A woman holds an IQOS device while looking at a laptop.

Self-diagnose your IQOS ILUMA PRIME

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A Jade Green IQOS ILUMA PRIME Pocket Charger.

Is your Pocket Charger charging too slowly?

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.
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 IQOS ILUMA PRIME Holder charging too slowly?

Try cleaning the contacts of the Holder and the Pocket Charger
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 visibile.

Are the lights on the Holder flashing white?

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.
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.

Does the IQOS ILUMA PRIME Pocket Charger or the Holder blink red or not work?

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.

Is the TEREA heating tobacco stick not fitting or does it have limited aerosol quality?

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