- 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.
- 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.
- 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.
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.
- Make sure the SMARTCORE™ stick wasn't accidentally used twice. Or check that it's not just an individual SMARTCORE™ stick that isn't fitting properly. Isolated cases of SMARTCORE™ sticks not fitting occur very infrequently and it's almost never caused by a fault in the device.
- Ensure the SMARTCORE™ stick was inserted correctly as per the user guide instructions.
- SMARTCORE™ stick 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 heating tobacco units with SMARTCORE™ technology. Do not use IQOS ILUMA™ and SMARTCORE™ sticks with previous IQOS™ generations, as this may cause damage to your device.
Do not ingest or disassemble SMARTCORE™ sticks. This product contains a sharp metal part which can cause serious injury if swallowed. Keep out of reach of children.
See Important information
Something we haven’t covered?
We count with several customer care channels.
Live chat
Chat with our IQOS experts in real time.
Available every day from 9AM to 9PM (1h less in Canary Islands)
Facebook us
Send us your questions and
we will get back to you.
Available every day from 9AM to 9PM (1h less in Canary Islands)
Send us a tweet
Our Twitter account is
always available for you.
Available every day from 9AM to 9PM (1h less in Canary Islands)
Email us
We will get back to you
as soon as possible.
Available Mondays to Fridays from 9AM to 9PM and Weekends from 9AM to 6PM (1h less in Canary Islands)
Give us a ring
An IQOS coach is waiting to give you the answers you need.
Available Mondays to Fridays from 9AM to 9PM and Weekends from 9AM to 6PM (1h less in Canary Islands)