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Troubleshoot your IQOS ILUMA
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IQOS Iluma Prime An IQOS ILUMA PRIME device.

IQOS ILUMA PRIME
An IQOS ILUMA device. An IQOS ILUMA device.

IQOS ILUMA 
An IQOS ILUMA ONE device. An IQOS ILUMA ONE device.

IQOS ILUMA ONE
IQOS 3 DUO Icon IQOS 3 DUO Icon

IQOS ORIGINALS DUO
iqos-3 iqos-3-hover

Other Devices
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 Pocket Charger in a charging station.
An IQOS ILUMA device in a charging station with a Pocket Charger on a table.
Is your IQOS ILUMA 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.
An IQOS ILUMA device in a charging station with a Pocket Charger on a table.
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 50°C  to ensure the device works properly.
  2. 8 blinking white lights: Indicate that the Holder can only manage 1 experience.
A person placing an IQOS ILUMA Pocket Charger into a charging station.
A person holding an IQOS ILUMA Pocket Charger and Holder.
What does it mean when the IQOS ILUMA Pocket Charger or Holder blinks 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 holding an IQOS ILUMA Pocket Charger and Holder.
An IQOS ILUMA device.
Is the SMARTCORE STICK not fitting or does it have poor aerosol quality?
  1. 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.
  2. Ensure the SMARTCORE STICK was inserted correctly as per the user guide instructions. 
  3. SMARTCORE 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.
An IQOS ILUMA device.

IQOS ILUMA™ is designed to be used only with SMARTCORE STICKS™. Do not use IQOS ILUMA™ and SMARTCORE STICKS™ with previous IQOS™ generations or lil, as this may cause damage to your device. See Important information.

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