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