Feb 4, 2025
IQOS ILUMA Not Turning On: How to Fix It
Is your IQOS ILUMA not turning on?
Your device might be OFF
- Let’s turn ON your device:
- Press and hold the button for 4 seconds, then release; Status Lights will turn ON slowly.
- Please note: the same procedure applies to switch OFF the device. Make sure you have not accidentally switched it OFF.
To ensure your device is ON, briefly press the ON/OFF Button: status lights will briefly turn on solid to indicate the charge level of your device.
If the device is now working, the issue is resolved. If the issue continues, proceed to the next troubleshooting step below.
Your device might not be charged enough
- Ensure the optimal charging for your device:
- Use official power adaptor and cable. Unofficial ones may interrupt the charging.
- Avoid charging with a laptop: it may slow down the charging time.
- Plug your device to a wall power outlet with your manufacturer approved power adaptor and cable.
- Level of charge is shown through the light strip above the button while the device is being charged. Leave it to charge until at least one white light turns solid (meaning 25% charged).
- While charging, the first light will be flashing white until the level of charge reaches the 25%. At this point the first light will become solid and the second light will start flashing white until it reaches 50% charged and becomes solid white too. The same pattern will continue until the device is fully charged. To be fully charged, it will take approx. 90 min.
- When fully charged, four solid white light will appear on short button press.
- If the device is charged whilst OFF, the lights will turn OFF when unplugging it. Always turn the device back ON by pressing the button for 4 seconds.
If the device is now working, the issue is resolved. If the issue continues, proceed to the next troubleshooting step below.
Your device might need a RESET
Let's Perform a RESET:
- 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.
- RESET is confirmed when status lights fade in again and the device vibrates.
If the device is now working, the issue is resolved. If the issue continues, proceed to the next troubleshooting step below.
There may have been liquid ingress into your device
If your device was exposed to liquid, continue with the accidental damage guidance below. If it was not, continue with the physical damage check.
IQOS ILUMA Holder
Let’s identify the correct device part that is causing the issue.
- Place the holder inside the pocket charger. Ensure to place it correctly.
- Briefly press and release the pocket charger button and observe what you are seeing from the below:
- Option A: No lights turning ON. This means your pocket charger may have an issue.
- Option B: The pocket charger (strip lights) are briefly turning ON, the holder status (rounded lights) are OFF. This means your pocket charger is working, but holder is still not.
Use the result above to identify the affected part. If no lights turn on, continue with the Pocket Charger guidance. If the strip lights turn on but the rounded Holder lights remain off, continue with the Holder guidance below.
Your device might be OFF
- Keep the holder inside the pocket charger.
- Press the pocket charger button for 4 seconds to turn your device ON. Remember, the same action applies to turn it OFF as well. Turning OFF the pocket charger will also turn OFF the holder.
If the device is now working, the issue is resolved. If the issue continues, proceed to the next troubleshooting step below.
Your holder might not be getting charge from your pocket charger
- Ensure the optimal charging for your device:
- Use official IQOS power adaptor and cable. Unofficial ones may interrupt the charging.
- Refrain from charging with a laptop. This may also interrupt the charging.
- Check and remove, if necessary, residues or dust that may interfere with the contacts between holder and pocket charger.
- Place the holder back inside the pocket charger. Ensure to place it correctly.
- Perform a RESET by pressing and holding down the ON/OFF button for 10 seconds until status lights fade out:
- In order to perform correctly the RESET, it is important to keep the button pressed for 10 seconds.
- RESET is confirmed when status lights fade in again and the device vibrates.
- Press and release briefly the pocket charger button. Check the rounded lights on your pocket charger:
- Rounded lights pulsing or stationary white. This means your holder is back ON.
- Rounded lights are OFF. This means your holder is still OFF.
If the device is now working, the issue is resolved. If the issue continues, proceed to the next troubleshooting step below.
Your Pocket Charger might be discharged
- Ensure the optimal charge for your device;
- Use official IQOS power adaptor and cable. Unofficial ones may interrupt the charging.
- Refrain from charging with a laptop. This may also interrupt the charging.
- Place the holder back inside the pocket charger. Ensure to place it correctly.
- Plug the pocket charger into a wall power outlet.
- While the pocket charger is being charged, strip lights will be pulsing.
- Seeing a light on a deeply discharged pocket charger may take up to 15 minutes.
If the Pocket Charger has started charging, allow it to charge before testing it again. If it has not started charging, continue with the guide on the Pocket Charger not turning on.
If the device is now working, the issue is resolved. If the issue continues, proceed to the next troubleshooting step below.
There may have been liquid ingress into your device
If your device was exposed to liquid, continue with the accidental damage guidance below. If it was not, continue with the physical damage check.
Let’s diagnose your pocket charger!
In order to be able to diagnose further, please continue with the Pocket Charger troubleshooting guides.
IQOS ILUMA PRIME Holder
Let’s identify the correct device part that is causing the issue
- Place the holder inside the pocket charger. Ensure to place it correctly.
- Briefly press and release the pocket charger button and observe what you are seeing from the below:
- Option A: No lights turning ON. This means your pocket charger may have an issue.
- Option B: The pocket charger (strip lights) are briefly turning ON, the holder status (rounded lights) are OFF. This means your pocket charger is working, but holder is still not.
Use the result above to identify the affected part. If no lights turn on, continue with the Pocket Charger guidance. If the strip lights turn on but the rounded Holder lights remain off, continue with the Holder guidance below.
Your device might be OFF
- Keep the holder inside the pocket charger.
- Press the pocket charger button for 4 seconds to turn your device ON. Remember, the same action applies to turning it OFF as well. Turning OFF the pocket charger will also turn OFF the holder.
If the device is now working, the issue is resolved. If the issue continues, proceed to the next troubleshooting step below.
Your holder might not be getting charge from your pocket charger
- Ensure the optimal charging for your device:
- Use official IQOS power adaptor and cable. Unofficial ones may interrupt the charging.
- Refrain from charging with a laptop. This may also interrupt the charging.
- Check and remove, if necessary, residues or dust that may interfere with the contacts between holder and pocket charger.
- Place the holder back inside the pocket charger. Ensure to place it correctly.
- Perform a RESET by pressing and holding down the ON/OFF button for 10 seconds until status lights fade out.
- In order to perform correctly the RESET, it is important to keep the button pressed for 10 seconds.
- RESET is confirmed when status lights fade in again and the device vibrates.
- Press and release briefly the pocket charger button. Check the rounded lights on your pocket charger:
- Rounded lights pulsing or stationary white. This means your holder is back ON.
- Rounded lights are OFF. This means your holder is still OFF.
If the device is now working, the issue is resolved. If the issue continues, proceed to the next troubleshooting step below.
Your Pocket Charger might be discharged
- Ensure the optimal charge for your device:
- Use official IQOS power adaptor and cable. Unofficial ones may interrupt the charging.
- Refrain from charging with a laptop. This may also interrupt the charging.
- Place the holder back inside the pocket charger. Ensure to place it correctly.
- Plug the pocket charger into a wall power outlet:
- While the pocket charger is being charged, strip lights will be pulsing.
- Seeing a light on a deeply discharged pocket charger may take up to 15 minutes.
If the Pocket Charger has started charging, allow it to charge before testing it again. If it has not started charging, continue with the guide on the Pocket Charger not turning on.
If the device is now working, the issue is resolved. If the issue continues, proceed to the next troubleshooting step below.
There may have been liquid ingress into your device
If your device was exposed to liquid, continue with the accidental damage guidance below. If it was not, continue with the physical damage check.
Your device might be physically damaged
If the device was used according to the packaging instructions but the issue continues, see Accidental Damage below.
Accidental Damage
Accidental Damage is a free of charge service for our customers. It is offered as a support to replace the products which lost the functionality, after being subject to the damages that are not covered by legal warranty (e.g. drops, contacts with liquids or abrasive agents). If your device is eligible, we will place a replacement order for you!
If the issue is resolved
Congratulations! We are happy that you can now continue enjoying IQOS.
- If you need any further support on your device, you can also visit our FAQs
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