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IQOS diagnostic tool

Let's fix your IQOS

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IQOS 3 DUO

IQOS 3 DUO provides you with two consecutive uses without the need to recharge in between your tobacco sticks.
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IQOS 3

IQOS 3 is designed to fit amazingly in your hands, it gives you hundreds of customization options to make it yours.
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IQOS 3 MULTI

With IQOS 3 MULTI you can enjoy 10 back-to-back, uninterrupted tobacco moments on a full charge.
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IQOS 2.4 PLUS

IQOS 2.4 PLUS is the perfect device to get you started with experiencing the benefits of IQOS.
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IQOS 3 DUO Troubleshooting

Your IQOS 3 DUO is charging slowly

Make sure you’re using the official IQOS cable and AC power adaptor. Charging your IQOS from a computer USB port, rather than from an official AC adaptor, can be up to 4 times less effective. Similarly, using a third-party cable can be up to 5 times less effective.

If your IQOS 3 DUO Pocket Charger is already fully charged when you connect it to a power supply, the last status light may blink. This is normal and does not indicate that your Pocket Charger is unable to charge. Conversely, if your IQOS 3 DUO Pocket Charger has been completely discharged, then it may need to be plugged in with an official AC adaptor for up to 20 minutes before any status light patterns appear.

HOW TO CHARGE IQOS 3 DUO video

Your IQOS 3 DUO status lights are blinking

If they’re blinking white twice: Your IQOS 3 DUO may be outside the operating temperature range (0°C-50°C). Alternatively, your IQOS 3 DUO Holder may need to be inserted into the IQOS 3 DUO Pocket Charger with the Door closed for auto-cleaning.

If they’re blinking red: Reset your IQOS 3 DUO. If the red lights persist, contact customer care.

Resetting your IQOS 3 DUO

If your IQOS 3 DUO is charged but not working, you might need to reset it. To do so, press the Pocket Charger button until the lights fade out, then release the button. All status lights will turn off, blink twice, and then progressively fade in, confirming a reset.

Aerosol delivery seems poor

Try cleaning your IQOS 3 DUO Holder. Wait for the device to cool down, then slide the Cap upwards to remove it. Insert the IQOS Cleaning Tool and rotate gently. Doing this regularly will reduce residue build-up.

Keep in mind that some parts of the heating chamber and Holder cannot be accessed with the IQOS Cleaning Tool. For these hard-to-reach spots, use the IQOS Cleaning Sticks. Do not apply excessive force to avoid breaking or damaging the heating blade.

HOW TO CLEAN IQOS 3 DUO video

Your IQOS 3 DUO has a broken heating blade or other physical damage

Check to see if your IQOS 3 DUO has a broken heating 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.

Sometimes the cleaning of the IQOS 3 DUO Holder can damage the blade inside your Holder. Be careful not to exert force onto the blade when cleaning your Holder. Also, ensure you never twist your heatstick while it's in the Holder. This movement can damage the heating blade and disrupt your IQOS experience.

For more information, have a look at our IQOS 3 DUO User Manual

Download the IQOS 3 DUO user manual here.

DOWNLOAD

Need support using your IQOS 3 DUO?

How about some tips ?
Learn more on how to use, clean, and charge your IQOS 3 DUO, and find quick tips here.

LEARN MORE

Still have questions about IQOS?

We are here to help you across multiple channels!

Live Chat

Chat directly with our dedicated IQOS Experts - Click here
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Opening hours
Monday to Friday from 09.00 - 18.00
Saturday to Sunday from 10.00 - 18.00

Facebook

Visit our Facebook-page on facebook.com/iqos.dk
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Opening hours
Monday to Friday from 09.00 - 18.00
Saturday to Sunday from 10.00 - 18.00

E-mail

Send your query to our dedicated IQOS Experts on info@iqos.dk
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Opening hours
Monday to Friday from 09.00 - 18.00
Saturday to Sunday from 10.00 - 18.00

FAQ

Find the answer to your question in our FAQ
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Phone

Want to speak with one of our dedicated IQOS Experts?
Call us on +45 80 32 27 27

Opening hours
Monday to Friday from 09.00 - 18.00
Saturday to Sunday from 10.00 - 18.00

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