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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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Working hours:

Monday to Friday from 09.00 - 18.00

Saturday to Sunday from 10.00 - 18.00

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faq

FAQ

Read frequently asked questions and their answers

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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 - Troubleshooting

  1. Check that the IQOS 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 4 seconds.

  2. If you don't see any lights, charge the pocket charger using the official IQOS AC Power Adaptor and cable*.

  3. To find out if your IQOS Holder is charged, just press the button on your Pocket Charger (while your Holder is inside) and if the round light on top of your Pocket Charger is on, your Holder is ready to use. If it is pulsing then it is currently charging. Alternatively, just remove the Holder and check whether the light is on. If it is, then your Holder is charged and ready to go.

  4. * Note that laptop USB ports may not have enough power to charge your Pocket Charger. We recommend using an electrical outlet instead.

CHARGE IQOS 3 video
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  1. If your IQOS 3 is charged, but still not working, the next step is to reset the IQOS 3 device.

  2. Press and hold the Pocket Charger button for approximately 10 seconds. After the lights fade, continue holding the button for 2 more seconds. When you release the button you will see all the lights briefly blink white.

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  1. Does it feel difficult to draw on your HEETS while using your IQOS 3? Not getting enough aerosol when using your IQOS 3? These issues can likely be resolved by using the IQOS Cleaning Tool and Cleaning Sticks.

  2. Cleaning your IQOS 3 regularly and with the right tools will not only ensure that you are getting the optimal real tobacco taste experience; but it can also solve some of the issues you may be experiencing with your IQOS 3.

clean IQOS 3 Video
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  1. If your IQOS 3 Holder is not charging properly, it might be that the connectors need cleaning. Just clean the connectors of your IQOS Holder and the IQOS Pocket Charger with the IQOS cleaning sticks.

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  1. Do you see a small red light on your IQOS 3 Pocket Charger? Is the battery status light blinking white twice when you press it?

  2. This could be because your IQOS is too cold or too hot. IQOS 3 operates in a temperature range between 0° and 50° C. If the ambient temperature is low, try warming the IQOS 3 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 IQOS 3 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 Holder can damage the blade inside your Holder. Be careful not 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 user manual

Download the IQOS 3 user manual here.

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Need support using your IQOS 3?

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

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IQOS.com contains information about our 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 nicotine and tobacco 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. Please visit the Important Information page on IQOS.com for further risk information.