Please enter your date of birth to confirm you are an adult user of nicotine or tobacco products.


This website is intended only for users of nicotine or tobacco products who are over 18.

This website contains information about our smoke-free products and we need your age to make sure that you are an adult who would otherwise continue to smoke or use nicotine products. Our nicotine and tobacco products are not an alternative to quitting and are not designed as cessation aids. They are not risk free. They contain nicotine, which is addictive. Only for use by adults. Please visit the Important Information page of this website for further risk information.

myIQOS wordmark.

QURE - IQOS ILUMA PRIME Online Diagnosis

View online diagnosis

A Jade Green IQOS ILUMA PRIME Pocket Charger and Holder.

Select your device

A Jade Green IQOS ILUMA PRIME Pocket Charger on a table.

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.

A Jade Green IQOS ILUMA PRIME Holder in a charging station.

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.

An IQOS ILUMA PRIME Holder in a person's hands, the lights visibile.

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 our Self-diagnosis tool.

A Jade Green IQOS ILUMA PRIME Holder and Pocket Charger in a person's hands.

Does the IQOS ILUMA PRIME 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 places a TEREA stick into an IQOS ILUMA PRIME Holder.

Difficulties with the draw?

1. The IQOS ILUMA™ Holder only needs to detect the presence of a SMARTCORE STICK™ in stick order to start an experience. A used stick will not be able to generate any substantial aerosol.

2. Ensure the stick was inserted correctly as per the user guide instructions.

3. Heated tobacco 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.

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.

Still with questions?
Consult Frequently Asked Questions.

See FAQs


We are available to help you through various channels.

  • Live Chat Icon
    Live chat

    Immediate support from the customer support team.
    From 09h-00h.
    Start chat

  • Facebook Icon

    Chat on the customer support page.
    From 09h-00h.
    Go to Facebook

  • Email Icon

    Write us to
    We will respond shortly.
    Send email

  • Phone Icon

    Free call to 800200098.
    From 09h-21h.
    Call us

  • Questions Icon
    Got a question?

    Find the answer in our FAQs.
    Search FAQs