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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

Your device might be out of power

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

1. Press the button on your IQOS 3 MULTI until you see the battery lights at the bottom turn on. If they don't, press and hold the button for four seconds until you see the small light turn on. The battery lights should stay on when you press the button again.

2. If you do not see any lights, then charge your IQOS 3 MULTI by closing the lid and using the official IQOS AC Power Adaptor and cable for at least twenty minutes. However, we recommend you to charge it up for seventy-five minutes.

3. The battery status lights will turn off when your device is fully charged.

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.

How to charge

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

Resetting your IQOS

If your IQOS 3 MULTI 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.

How to reset

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

Cleaning your IQOS could solve the problem

If your heatstick are giving you some trouble, or you?re not getting enough aerosol, your IQOS 3 MULTI could need some cleaning. Your IQOS Cleaning Tool and IQOS Cleaning Sticks are the best way to get your device pristine.

A regular clean with the right tools prevent any problems, and it makes sure you?re getting the optimal taste experience.

How to clean

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

Can't get your IQOS to start?

You could have some residual tobacco stuck in your IQOS 3 MULTI. Remove your Cap and use IQOS Cleaning Sticks to clean the flat surface next to the heating chamber, as well as the inside of the Cap. Your device should now be clean and ready to go.

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

What to do when there's a temperature issue?

The IQOS 3 MULTI 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 MULTI 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 MULTI User Guide.

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

Download our IQOS 3 MULTI 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