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IQOS ILUMA PRIME IS NOT WORKING

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

LED lights on your IQOS ILUMA PRIME are not glowing? Your device may simply be turned off or its battery may be discharged.

What can I do? 
Follow the tips presented below:

1. Place your IQOS ILUMA PRIME Holder inside the Pocket Charger.
2. Press and hold the button on the Pocket Charger for 10 seconds to reset your device. This will turn your device back on.
3. Plug the Pocket Charger into a power outlet using the official power adaptor and charging cable.
4. Check whether battery status lights are pulsing. It is a sign that the device is charging. If your IQOS ILUMA PRIME is completely discharged, it may take up to 20 minutes for charging to begin.

Does the issue remain unsolved? 
Use our Online Device Diagnostic Tool.

What is the Online Diagnostic Tool and how does it work?

The online device diagnostic tool was designed to help you quickly and independently resolve any issues related to your IQOS ILUMA.

How can you use it? It’s simple:

1. Go to the Online Device Diagnostic Tool website.
2. Select your device (in this case IQOS ILUMA PRIME).
3. Specify whether you are experiencing issues with the Holder or the Pocket Charger.
4. See the visualisations and select the issue related to your device. 
5. Continue to follow our step-by-step troubleshooting guidelines.

Flashing lights? Device not working? Issues with Bluetooth connection? Information about these and other issues can be found in the Online Device Diagnostic Tool.