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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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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 - 18.00

Saturday to Sunday from 10.00 - 18.00

live chat

Live Chat

Chat with an expert now: quickest response

CHAT NOW
Quickest response
faq

FAQ

Read frequently asked questions and their answers

FAQ
Get answers now
phone

Phone call

Speak to an IQOS expert for immediate answers

Quick response

IQOS 3 DUO - Troubleshooting

  1. 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.

  2. 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.

CHARGE IQOS 3 DUO video
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  1. 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.

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

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  1. 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.

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  1. 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.

  2. 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
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  1. 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.

  2. 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.

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IQOS 3 DUO user manual

Download the IQOS 3 DUO user manual here.

DOWNLOAD

Need support in using your IQOS 3 DUO?

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

LEARN MORE
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