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Troubleshooting
your IQOS.

If you have registered your device, you can try our self-diagnostic tool to find a solution in a few easy steps. If that doesn't help, and your device is under warranty, you will be able to order a free and quick replacement!

If you have registered your device, you can try our self-diagnostic tool to find a solution in a few easy steps.

If that doesn't help, and your device is under warranty, you will be able to order a free and quick replacement!

Select your device

Have you not registered your device yet? No problem, you can read your way to fix common issues below.

close-up shot on iqos duo kit in box

No air flow?

Your IQOS Originals Duo Holder might need a clean.

1

Wait for your device to cool down. Slide your cap upwards to remove it.

2

Insert the IQOS cleaning tool and rotate gently. Do this regularly to reduce any tobacco build-up.

3

Switch to your IQOS cleaning sticks to get into all creases of the heating chamber and Holder to avoid breaking or damaging the heating blade.

How to clean

young woman holding a heet smiling at her parents

We are here to support you

1

Regularly updating the firmware of your device will help you to maintain the device performance and improve your experience. It may also resolve your issue!

Firmware update

2

You may place a self replacement order through our online diagnostics tool! We will help you step by step to identify your issue and let you know if you are eligible for a replacement, and if you are, we will arrange it for you! Visit self-diagnostics tool

Self-diagnostics tool

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Don't worry, we're not robots and we all speak Danish and English.

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