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My IQOS is not working - FAQs

If your device doesn't work as it should, the first thing we recommend you to do is to visit the Support page here on IQOS.com to see if it can be easily fixed. Please make sure to look for your specific IQOS version.

If that didn't help, please contact IQOS Support or visit one of the IQOS Stores, who will help you further:
  • IQOS Flagship Store: Sturegallerian, STUREPLAN 4, 111 45 Stockholm
  • IQOS Pavilion: STUREPLAN Birger Jarlsgatan 21, 111 45 Stockholm
  • IQOS Store Göteborg: Kungsgatan 56, 41108 Göteborg
  • IQOS Pop-up Malmö: Hansagallerian, Stora Nygatan 50-56, 211 37 Malmö
  • There is a risk that the heating blade inside the holder gets damaged, for example when cleaning the device. The heating blade is wide and thin in order to heat the tobacco properly. If the heating blade is damaged, please contact our support who will be happy to help you further. Contact IQOS Support by phone 020 - 25 10 10 (Monday-Friday from 08.00-19.00 and Saturday-Sunday from 10.00-18.00). You can also send an email to contact.se@iqos.com, start a chat conversation on our website or ask for help at the closest IQOS store.
    If no vibration occurs, this may be because something is wrong with the holder. Try these three steps:
    1. Make sure your IQOS 3 DUO is charged, try again if the device vibrates when activated
    2. Open the lid and place a heatstick in the IQOS
    3. Press and hold the button for 2 seconds and check for vibration

    If the problems persist, our support will be happy to help you further. Contact IQOS Support by phone 020 - 25 10 10 (Monday-Friday from 08.00-19.00 and Saturday-Sunday from 10.00-18.00). You can also send an email to contact.se@iqos.com, start a chat conversation on our website or ask for help at the closest IQOS store.
    If no vibration occurs, this may be because:
  • The lid is not completely open
  • Something is wrong with the Holder

    Try these three steps:
    1. Make sure your IQOS 3 MULTI is charged, try again if the device vibrates when activated
    2. Open the lid and place a heatstick in the IQOS
    3. Press and hold the button for 2 seconds and check for vibration

    If the problems persist, our support will be happy to help you further. Contact IQOS Support by phone 020 - 25 10 10 (Monday-Friday from 08.00-19.00 and Saturday-Sunday from 10.00-18.00). You can also send an email to contact.se@iqos.com, start a chat conversation on our website or ask for help at the closest IQOS store.
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