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Welcome to IQOS Troubleshooter

Please choose your device:

IQOS 3 DUO

The one with two lights on the holder
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IQOS 3

The one with one light on the holder
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IQOS 3 MULTI

The compact option
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IQOS 2.4 PLUS

The one with a golden on-button.
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Don’t worry, we’re not robots, and we all speak Danish and English.

Working hours:

Monday to Friday from 09:00 - 20:00

Saturday to Sunday from 10:00 - 18:00

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Still have questions?

Choose your preferred way of contacting us.

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

Working hours:

Monday to Friday from 09:00 - 20:00

Saturday to Sunday from 10:00 - 18:00

iqos live chat

Live Chat

Chat with our Customer Care now

Start Live Chat
Quickest response
iqos phone

Phone call

Speak to us for immediate answers

Fast response

IQOS 2.4 - Troubleshooting

  1. Check that the Pocket Charger is turned on, by pressing the pocket charger’s button for 1 second. The lights should turn on. If they don’t, press and hold the button for 3 seconds.

  2. If you do not see any lights, charge the pocket charger by using our official AC Power Adaptor and cable for at least 20 minutes.* We recommend a full recharge, which should take about 90 minutes.

  3. To see if your Holder is charged, just press the button on your Pocket Charger (while your Holder is insight) and if the circle on top of your Pocket Charger is steady and green, your Holder is ready use. If it is pulsing then it is currently charging. Alternative just remove the Holder and check whether the light is green If it is then your Holder is charged and ready to go.

    * Note that laptop USB ports may not have enough power to charge your pocket charger. We recommend to use our official AC Power Adaptor and cable.

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  1. If your device is charged, but still not working, the next step is to reset the device.

  2. Press the two buttons below the battery status lights simultaneously and you will see all the lights turning on. The 4 status lights will be green and the Holder and cleaning light will be orange. This confirms that a reset has been performed.

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  1. Does it feel difficult to draw on your tobacco sticks while using your device? Not getting enough aerosol when using your device? These issues can likely be resolved by using our Cleaning Tool and Cleaning Sticks to clean the heating chamber and the cap.

  2. Cleaning your device regularly and with the right tools will not only ensure that you are getting the optimal experience; but it can also solve some of the issues you may be experiencing with your device.

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  1. If your Holder is not charging properly, it might be that the connectors need cleaning. Just clean the connectors of your Holder and the Pocket Charger with the device Cleaning Sticks.

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  1. Do you see a red light on your Holder or a red blinking light on your Pocket Charger? This might be, because your device is too cold or too hot

  2. The device operates in a temperature range between 10° and 40°C. If the ambient temperature is low, try warming the Holder in your hand for at least 1 minute. If it is too hot, take it with you to a colder place and it should be working again once it has cooled down

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  1. Check to see if your device has a broken blade or any other physical damage. If it does, we are sorry that this happened to you. Please contact Customer Care and we will support you with this issue.

  2. Sometimes cleaning the Holder can damage the blade inside your Holder. Be careful not to exert force onto the blade when cleaning your device. Also ensure you never twist your tobacco stick while it’s in the Holder. This movement can damage the heating blade and disrupt your experience.

    Contact us
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Need support using your device?

How about some tips? Learn more on how to use, clean, and charge your device, and find quick tips here.

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This site contains information about smoke-free products and we need your age to make sure that you are an adult in Denmark, who would otherwise continue to smoke or use nicotine products. Our products are not an alternative to quitting and are not designed as cessation aids. They are not risk free. They contain nicotine, which is addictive. Only for use by adults.