Guide to troubleshooting.
Try our self-diagnostic tool, which can help you
find a solution for device issues in a few easy steps.
No air flow?
Your IQOS Originals Duo Holder might need a clean.
Wait for your device to cool down. Slide your cap upwards to remove it.
Insert the IQOS cleaning tool and rotate gently. Do this regularly to reduce any tobacco build-up.
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.
We are here to support you
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!
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