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.
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 the manufacturer-approved power adaptor and cable.
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 40°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.
Does the IQOS ILUMA PRIME Pocket Charger or the Holder blink red or not work?
After placing the Holder in the Pocket Charger, press and hold the Pocket Charger button for 10 seconds (until the lights go out). When the button is released all the lights will flash and the device will vibrate to confirm RESET.
Is the SMARTCORE STICK™ not fitting or does it have limited 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 STICK™ 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 instruction
3. SMARTCORE STICK™ should not be stored in an environment which is too humid or too dry. Doing so can have an effect on the aerosol quality.
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