Self-diagnose
your IQOS ILUMA

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


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.

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.

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 bright IQOS ILUMA Pocket Charger and Holder in a person's hand.

Does the IQOS ILUMA 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 holding an IQOS ILUMA Pocket Charger and Holder.

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 occur very infrequently 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 placing a TEREA stick into an IQOS ILUMA Holder.

IQOS ILUMA™ is designed to be used only with TEREA™ sticks. Do not use IQOS ILUMA™ and TEREA™ sticks with previous IQOS™ generations, as this may cause damage to your device.

Do not ingest or disassemble TEREA™ sticks. This product contains a sharp metal part which 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

Something we haven’t covered?

Background Image

Call our infoline

Reach out to us on our Infoline for timely and specific answers to your questions.
We look forward to helping you!

+962 6 222 0555

Use our live chat

Chat to our personal coaches in real time.

Chat with us
Background Image

Connect on Facebook

Feel free to message with any questions and get them answered .
Daily from 10:00 to 17:30 and from 18:30 to 03:00

IQOS Facebook Page
Background Image

Send a tweet

Tweet your questions to get them answered.
Daily from 10:00 to 17:30 and from 18:30 to 03:00

Tweet IQOS
Background Image

Send a mail

Send your questions, they'll be answered shortly.

Email IQOS
Background Image

No question is too small

Your question might have already been asked before. Browse our FAQs to see if there’s an answer waiting for you.

Look through the FAQ

Split your purchase into equal monthly installments

Sounds good? Just select Tabby at checkout.