Is your IQOS ILUMA PRIME™ Pocket Charger charging too slowly?
1. Use the manufacturer-approved power adaptor and cable to power up your IQOS ILUMA™ Pocket Charger. It will take around 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 15-20 minutes before you start to see a charging light pattern.
Is your IQOS ILUMA PRIME™ Holder charging too slowly?
1. If you are charging the Pocket Charger and Holder at the same time, please ensure that you use a manufacturer-approved power adaptor and cable. Avoid charging through a laptop whenever possible, as this may cause charging interruptions.
2. Try cleaning the contacts of the Holder and the Pocket Charger.
Are the status lights on the Holder flashing white?
3 blinking white lights: Indicate that the Holder is simply out of temperature range. Try maintaining the device in normal ambient temperature to ensure the device works properly.
8 blinking white lights will indicate that the Holder can only manage 1 experience
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.
Is the SMARTCORE STICK™ not fitting or does it have limited aerosol quality?
- 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 STICK™ 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.
Feel free to ask us any questions regarding IQOS device usage
Customer hotline
Please feel free to call us at 080-000-1905 for any support. We have the customer agent to assist you. The customer service center is available Monday to Friday from 10 am until 7 pm. Close on Saturday and Sunday.
