Self-diagnose your
IQOS ILUMA PRIME.

Start now
A Jade Green IQOS ILUMA PRIME Pocket Charger and Holder.
An illustration showing an IQOS ILUMA PRIME. IQOS ILUMA PRIME
An illustration showing an IQOS ILUMA. IQOS ILUMA
An illustration showing an IQOS ILUMA ONE. IQOS ILUMA ONE
An illustration showing an IQOS ORIGINALS DUO. IQOS ORIGINALS DUO
An illustration showing an IQOS ORIGINALS ONE. IQOS ORIGINALS ONE

Is your Pocket Charger charging too slowly?

      1. Use the IQOS 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.

Green IQOS ILUMA PRIME Pocket Charger on a table.

Is your IQOS ILUMA PRIME 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 a manufacturer-approved power adaptor and cable.

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

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 50°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 placing an IQOS ILUMA Pocket Charger into a charging station.

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 Jade Green IQOS ILUMA PRIME Holder and Pocket Charger in a person's hands.

Is the TEREA stick not fitting or does it have poor aerosol quality?

      1. Make sure the TEREA stick wasn't accidentally used twice. Or check that it's not just an individual TEREA stick that isn't fitting properly. Isolated cases of TEREA sticks not fitting rarely occur and it's almost never caused by a fault in the device.

      2. Ensure the TEREA stick was inserted correctly as per the user guide instructions.

      3. TEREA 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.

A person places a TEREA stick into an IQOS ILUMA PRIME Holder.

IQOS ILUMA is designed to be used only with TEREA sticks. Do not use IQOS ILUMA and TEREA sticks with IQOS devices of previous generations, as this may cause damage to your device. Do not ingest or disassemble TEREA sticks. This product contains a sharp metal part that can cause serious injury if swallowed. Keep out of reach of children. See Important information.

Got a question?
Find the answer in our FAQs

FAQs

Want to chat?

We’re here for you in-store or at your fingertips. You choose.

Store locator icon.

Store locator

Find a local IQOS shop with our store locator

Phone

Phone

Give us a call on

0800 043 387
E-mail icon.

E-mail

We promise to get back to you as soon as possible.

Facebook icon.

Facebook

Visit our page and chat to an IQOS expert.



This product is not risk free and provides nicotine, which is addictive. Only for use by adults.

Split your purchase into equal monthly installments

Sounds good? Just select Tabby at checkout.