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What to do when IQOS ILUMA PRIME is not charging as intended?

Are you experiencing any issues with charging your IQOS ILUMA PRIME? Use the Online Device Diagnostic Tool.

Using a few simple steps, we will help you find a solution. Select IQOS ILUMA PRIME and the specify whether the issue pertains to the Holder or the Pocket Charger.

See visualisations of potential issues and select the one that applies to your device. We will show you what to do to resolve that issue.

What to do when your IQOS ILUMA PRIME Holder is charging too slowly? 

Are you experiencing issues with your IQOS ILUMA PRIME Holder not charging as it should? Try the following:

1. Clean the contact points between the Holder and the Pocket Charger.
2. Place the Holder inside the Pocket Charger. Make sure that it has been inserted correctly.
3. Check whether the Holder status lights on the Pocket Charger start pulsing. It means that the device is charging.
4. Charge the Holder for approximately 5 minutes or until the first light starts glowing with a solid white light.

Please note: if you are charging the Pocket Charger at the same time as the Holder, remember to always use the official power adaptor and charging cable only. 

What to do when your IQOS ILUMA PRIME Pocket Charger is charging too slowly?

Is your IQOS ILUMA PRIME Pocket Charger not charging as it should? Follow these simple tips:

1. Make sure that you are using the official power adaptor and charging cable. Otherwise the charging process may be interrupted.
2. It takes 2 hour and 15 minutes to fully charge your Pocket Charger.
3. Is your Pocket Charger completely discharged? It may take even up to approximately 20 minutes for the battery status lights to start glowing. Don’t worry, this is normal.

Your Pocket Charger is fully charged when all 4 strip lights start glowing with a solid white light.

How to ensure that your Pocket Charger is charging in an optimal way?

1. Use the original, official IQOS power adaptor and charging cable.
2. Do not use a laptop for charging. 
   This may also interrupt the charging process.
3. Plug the Pocket Charger into a wall power outlet and wait until it is fully charged.

Looking for more information?
You can find it in the detailed instructions in the “How to charge IQOS ILUMA PRIME?” section.