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Troubleshooting your IQOS ILUMA i PRIME.

If you have already registered your device, try our online diagnostic tool. It can help you find a solution for device issues in a few easy steps or go for its replacement

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Haven't registered your device yet? No problem, just try one of the troubleshooting options below.

Blue IQOS ILUMA i PRIME device, its charger and a laptop on a table
Garnet Red IQOS ILUMA i PRIME device and its charger on a grey table

Number “0” flashing on the touch screen

Is number “0” flashing on the touch screen of your IQOS ILUMA i PRIME holder 3 times? Then your holder is discharged, and here is how to charge your holder:

1. Place the holder back inside the IQOS ILUMA i PRIME pocket charger. Ensure it is placed correctly and close the pocket charger door.

2. Make sure your pocket charger is charged enough to fully charge the holder.

3. Leave the holder to charge, until at least one holder’s status light turns solid white on the pocket charger.

Blue IQOS ILUMA i PRIME device and its charger on a green table

Lights on holder not turning ON

After swiping up, are your holder lights not turning ON? Here’s what to do to resolve the no lights issue on the holder:

1. Check whether the pocket charger is charged for at least one experience. To identify this, at least one solid white light will turn on.

2. Clean the contacts between the holder and the pocket charger.

3. Place the holder inside the pocket charger- ensure it is placed correctly- and leave the holder until at least one of the holder lights on pocket charger turns solid white.

4. Remove the holder from the pocket charger and swipe up the entire screen up.

 Black IQOS ILUMA i PRIME device and its charger on a brown table

Pause mode is unavailable

As a first step, ensure that Performance mode and Pause mode are activated in the IQOS app.

  • The touch screen shows whether Pause mode is available or not, as Pause mode is illustrated by 2 short vertical lines at the top of the touch screen.
  • Pause mode can be used once in the first or second consecutive use in Performance mode and can be activated within the first 3 minutes, or 8 puffs of the experience.

1. Swipe down across the entire touch screen to activate the Pause mode.

  • If the swiping motion does not cover the entire length of the touch screen, pause mode will not be activated.

2. Resume the experience, swipe UP across the entire touch screen and wait for the preheating.

  • Pause mode can last up to 8 minutes. If experience is not resumed, the holder will automatically switch off.

 Black IQOS ILUMA i PRIME device; yellow paper on a table in the background

FlexPuff not working

FlexPuff activation and number of puffs depend on individual usage patterns.

Your device will automatically analyse the consumed volume of aerosol and might activate FlexPuff.

Thus, the extended experience might not apply to all adult consumers and/or experiences.

When Pause is used FlexPuff cannot be activated.

If Flexpuff will be activated, then you will be granted with 4 extra puffs, that can be used still within up to 6min experience duration.

Visit our Self-diagnostics to get the support you need.

IQOS ILUMA™ is used exclusively with TEREA™ tobacco sticks. Previous IQOS device versions with blade and HEETS tobacco sticks are not compatible with IQOS ILUMA™ and TEREA™. Improper use may damage the device. TEREA sticks contain a metal part. Keep out of reach of children to prevent disassembly or ingestion. See important information.

Got a question?
Find the answer in our FAQs.

See FAQs

Older generation devices’ support

We keep offering support service for devices that are no longer available for sale in an expanded network of partners. If necessary and if you are entitled to a device or component replacement, we will ensure that we can proceed, for a reasonable period after a product’s delistυ, based on the stock.

In the event that there is no stock of a specific product for replacement, we give you the opportunity to get a new one of the same or newer technology.

This way, we ensure that our services fully satisfy your support needs, regardless of the device you use.

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