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Guide to
troubleshooting.

Try our self-diagnostic tool, which can help you find a solution for device issues in a few easy steps.

Click to start

IQOS charging slowly Gold IQOS DUO on a wooden table

Is your IQOS charging too slowly?

Here's how to check if your device is fully charged.

1. Press down the button on your IQOS Pocket Charger for one second, and you should see the lights turn on. If not, press and hold the button again, but this time for four seconds.

2. Still not seeing any lights? Then you'll need to charge your Pocket Charger using the IQOS AC Power Adapter and cable.

3. To see if your IQOS Holder is charged, press down the button on your pocket charger, making sure that your Holder is inside. If the round light at the top of your Pocket charger appears, then you're ready to go, but if the light is pulsing, then it's started charging. Alternatively, just remove the Holder and check whether the light is on. If it is, then your Holder is charged and ready to use.

Charging your device through a USB port doesn't offer the same level of power as an electrical outlet, so we'd always recommend the latter.

Man with a gold IQOS Duo and a mobile in his hands

Resetting your IQOS

If your IQOS 3 is fully charged but still not working, the next step is to reset it.

Press and hold down the button on your Pocket Charger for approximately 10 seconds. When the lights start to fade, keep the button pressed for two more seconds. As you release the button, you'll see all the lights flash white.

Man with a gold IQOS Duo and a mobile in his hands

Cleaning your IQOS could solve the problem

1. Wait for your device to cool down before sliding your Cap upwards to remove it.

2. Insert the IQOS cleaning tool and rotate gently. If you do this regularly, you'll reduce any tobacco build-up.

3.Keep in mind that you cannot access some parts of the heating chamber and Holder with the IQOS Cleaning Tool. Use your IQOS Cleaning Sticks instead. Use them gently to avoid breaking or damaging the heating blade.

Man with a gold IQOS Duo and a mobile in his hands

Is your IQOS 3 Holder not charging?

If your IQOS 3 Holder isn't charging properly, the connectors might need cleaning. Use your IQOS Cleaning Sticks to clean the IQOS Holder connectors and Pocket Charger, and you should see an improvement.

Man with a gold IQOS Duo and a mobile in his hands

What to do when there's a temperature issue?

The IQOS 3 operates in a temperature range between 0° and 50° C. If the temperature goes too high or too low, then you might see a red light on your IQOS 3 Pocket Charger or a double flash on the battery status light when you press it.

If you think your device is too hot, take it to a colder spot and allow it to cool down. If you think your device is too cold, try warming it in between your hands for a few minutes.

Man with a gold IQOS Duo and a mobile in his hands

A broken heating blade or other damage?

The heating blade can break if you use too much force when cleaning the Holder, so be gentle. Also, ensure you never twist your heatstick while it's in the Holder, as it can damage the heating blade.

If your device has a broken heating blade or any other physical damage, please contact Customer Care and we will support you with the issue.

Two people at a table bar, one holds his IQOS device and the other uses his phone

That's not all. There's more helpful information in our IQOS 3 User Guide.

For more information, please have a look at our IQOS 3 User Guide.

Download our IQOS 3 User Guide

Do you still have questions about IQOS?

There are several ways you can reach us.

  • Use our IQOS live chat

    Chat to our IQOS Experts live.
    They’re available Monday-Friday 08:00-19:00 and Saturday, Sunday 10:00-18:00 Just send them a message, and they’ll say hello within seconds.

    Start Chat
  • IQOS Phone Support

    Do you want to speak to one of our IQOS Experts? No problem, call us at 020 25 10 10 Opening hours Monday-Friday 08:00-19:00 and Saturday, Sunday 10:00-18:00

    Get in touch
  • Send us an email

    Please send us your query
    We will respond within 24 hours
    Service available Monday-Friday 08:00-19:00 and Saturday, Sunday 10:00-18:00

    Email us
  • IQOS FAQ

    Find your answer online. Browse our FAQs to see if you can find the answer to your question.

    FAQ
  • Facebook us

    Visit our IQOS Facebook page and message us with any questions, and we’ll get back to you in minutes.
    Available Monday-Friday 08:00-19:00 and Saturday, Sunday 10:00-18:00

    Our Facebook page