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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.

Charging too slowly?

1

Use only the official IQOS cable and AC power adapter. Charging from a computer USB port or third-party cable can be less effective than the original cable.

2

If your IQOS Originals Duo Pocket Charger is fully charged and then connected to a power supply, the status light may flash. Out of battery? Plug it in for at least 20 minutes before any status lights appear.

How to charge

Status lights flashing?

1

If the lights are flashing white twice: Your IQOS might have a temperature issue. Let it cool down or warm up in your hands - or insert the IQOS Originals Duo Holder into the Pocket Charger for auto-cleaning.

2

If the lights are flashing red: Try resetting your device. If the lights don’t stop flashing:
Contact our support.

Resetting your IQOS.

Is your IQOS Originals Duo charged but not working? Then you might need to reset it.

Press the Pocket Charger button until the lights fade out, then release the button. All status lights will turn off, flash twice and then slowly reappear to confirm the reset.

How to reset
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

Broken heating blade or other damage?

Always clean gently. The heating blade can break if you use too much force while cleaning the Holder.

Ensure you never twist your heat sticks 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 our support and we will help you and your IQOS.

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

Choose your preferred way of contacting us.
Don't worry, we're not robots and we all speak Danish and English.

Monday to Friday from 09:00 - 18:00

Opening hours during Christmas & New Years:

23. Dec - 26. Dec - closed
31. Dec - 1. Jan - closed