1. The quick check
- Charge level: press the button briefly. If nothing lights up, charge the device for at least 20 minutes before investigating further.
- Contacts: wipe the contacts on the holder and inside the charger dry. Hand sweat and dust stop charging from starting surprisingly often.
- Is the stick seated properly? On the ILUMA the stick has to be pushed all the way in, otherwise heating will not start.
- Cable and adapter: try a different USB-C cable. Faulty cables are one of the most common causes there is.
2. Restart and factory reset
If that does not help, restart the device. On the ILUMA hold the button for about 10 seconds until it vibrates. A reset erases nothing and voids no warranty – it simply clears the electronics and fixes a surprising number of apparent faults.
On models with a separate holder it is worth testing holder and charger individually: put the holder in the charger for a few minutes and watch whether the indicator responds.
3. Updating the firmware
Older charging faults – such as the holder only charging for a single stick – can often be fixed with a firmware update. The update runs through your own account on iqos.com: connect the device to a computer with the original cable, look for a new firmware version in the device settings in your account, and start the update.
Important: if the device is not linked to your account, have it linked first – the hotline or an IQOS store will do that even when you do not know the previous owner. The holder must not be removed during the update; the device restarts twice in the process.
If you would rather not do it yourself, an IQOS store will install the update free of charge.
4. When nothing helps: ask for a replacement
If the fault persists, it is a warranty case. Within the warranty period Philip Morris generally replaces faulty devices on the spot, one for one – usually without discussion in an IQOS store, including a broken heating blade on older models.
What you need: the device registered to your account and, if you have it, the receipt. So register the device as soon as you buy it – more in our Warranty claims section.
Do not put off a replacement until the warranty is nearly over. If the holder is weakening, have it swapped while it is still free.