Feb 4, 2025

Is your IQOS ILUMA not connecting via Bluetooth?

Bluetooth Malfunction/ Connection Issues

Before performing below steps, please;

• Make sure your device is registered on your profile on iqos.com.
• If you are using web app, clear your cache in the browser.

Let’s follow these few steps to connect your device to the IQOS App via a mobile phone:

1. Remove all devices, not only IQOS, from the Bluetooth settings of the respective end device.
2. Turn OFF Bluetooth on the phone/PC.
3. Turn ON back Bluetooth on the phone/PC again.
4. Turn OFF your IQOS and turn it ON again by pressing the button for 4 seconds. This will instantly reactivate Bluetooth of your IQOS device.
5. Log in to IQOS App again and follow the shown steps.
   • Ensure that only one IQOS device is connected via Bluetooth.
   • If you are using an iOS device, make sure you launch the IQOS app using the Bluefy browser.

After these steps, is your connection working? If the issue continues, proceed to the next troubleshooting step below.

Your device might need a RESET

Let's Perform a RESET:

1. Press and hold down the ON/OFF button on the device for 10 seconds until status lights fade out.
   • Please note: If your IQOS ILUMA is turned OFF at the time of RESET; when pressing the button, after the first 4 seconds, the device will turn ON: lights will fade in and the device will vibrate. In order to perform the RESET correctly, it is important to keep the button continuously pressed for 10 seconds.
2. RESET is confirmed when status lights fade in again and the device vibrates.

After resetting, open the App and follow instructions on the IQOS App to add a device: the App will explain how to enable Bluetooth and provides a step-by-step guide to connect.

Is the device connecting properly now? If the issue continues, proceed to the next troubleshooting step below.

Not Covered

If you wish to reach a customer service representative, visit “contact us” page to choose the channel of your preference.

If the device is now working, the issue is resolved. If the issue continues, proceed to the next troubleshooting step below.

IQOS ILUMA Pocket Charger

Bluetooth Malfunction/ Connection Issues

Before performing below steps, please;

• Make sure both Charger and Holder are registered on your profile on iqos.com.
• If you are using web app, clear your cache in the browser.
• Make sure your holder is inside the pocket charger before performing a Bluetooth connection.

Let’s follow these few steps to connect your mobile device to the IQOS App:

1. Remove all devices, not only IQOS, from the Bluetooth settings of the respective end device.
2. Turn OFF Bluetooth on the phone/PC.
3. Turn ON back Bluetooth on the phone/PC again.
4. Turn OFF your IQOS and turn it ON again by pressing the pocket charger button for 4 seconds. This will instantly reactivate Bluetooth of your IQOS device.
5. Log in to IQOS App again and follow the shown steps.
   • Ensure that only one IQOS device is connected via Bluetooth.
   • If you are using an iOS device, make sure you launch the IQOS app using the Bluefy browser.

After these steps, is your connection working? If the issue continues, proceed to the next troubleshooting step below.

Your device might need a RESET

Let's Perform a RESET:

1. Place the holder in the Pocket Charger. Ensure to place it correctly.
2. Press and hold down the ON/OFF button on the Pocket Charger for 10 seconds until status lights fade out.
   • Please note: If your IQOS ILUMA is turned OFF at the time of RESET; when pressing the button, after the first 4 seconds, the device will turn ON: lights will fade in and the device will vibrate. In order to perform the RESET correctly, it is important to keep the button continuously pressed for 10 seconds.
3. RESET is confirmed when status lights fade in again and the device vibrates.

After resetting, open the IQOS App and follow instructions on the IQOS App to add a device: the IQOS App will explain how to enable Bluetooth and provides a step-by-step guide to connect.

After these steps, is your device connecting properly now? If the issue continues, proceed to the next troubleshooting step below.

IQOS ILUMA PRIME Pocket Charger

Bluetooth Malfunction/ Connection Issues

Before performing below steps, please;

• Make sure both Charger and Holder are registered on your profile on iqos.com.
• If you are using web app, clear your cache in the browser.
• Make sure your holder is inside the pocket charger before performing a Bluetooth connection.

Let’s follow these few steps to connect your mobile device to the IQOS App:

1. Remove all devices, not only IQOS, from the Bluetooth settings of the respective end device.
2. Turn OFF Bluetooth on the phone/PC.
3. Turn ON back Bluetooth on the phone/PC again.
4. Turn OFF your IQOS and turn it ON again by pressing the pocket charger button for 4 seconds. This will instantly reactivate Bluetooth of your IQOS device.
5. Log in to IQOS App again and follow the shown steps.
   • Ensure that only one IQOS device is connected via Bluetooth.
   • If you are using an iOS device, make sure you launch the IQOS app using the Bluefy browser.

After these steps, is your connection working? If the issue continues, proceed to the next troubleshooting step below.

Your device might need a RESET

Let's Perform a RESET:

1. Place the holder in the Pocket Charger. Ensure to place it correctly.
2. Press and hold down the ON/OFF button on the Pocket Charger for 10 seconds until status lights fade out.
   • Please note: If your IQOS ILUMA is turned OFF at the time of RESET; when pressing the button, after the first 4 seconds, the device will turn ON: lights will fade in and the device will vibrate. In order to perform the RESET correctly, it is important to keep the button continuously pressed for 10 seconds.
3. RESET is confirmed when status lights fade in again and the device vibrates.

After resetting, open the App and follow instructions on the IQOS App to add a device: the App will explain how to enable Bluetooth and provides a step-by-step guide to connect.

After these steps, is your device connecting properly now? If the issue continues, proceed to the next troubleshooting step below.

If the issue is resolved

Congratulations! We are happy that you can now continue enjoying IQOS.

1. If you need any further support on your device, you can also visit our FAQs
2. We are frequently introducing new product and accessories. See what's new by visiting our online store or at one of physical locations