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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 - 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

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IQOS 3 MULTI - Troubleshooting

  1. Press the button on your device; the battery status lights (at the bottom of the device) should turn on. If they don’t, press and hold the button for 4 seconds until the small light turns on. The battery lights should stay on once you press the button again.

  2. If you do not see any lights, charge your device by closing the lid and using our official AC Power Adaptor and cable for at least 20 minutes*. We recommend that you fully recharge your device. This can take up to 75 minutes. Once fully charged the battery status lights will turn OFF.

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

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

  2. Press and hold the button on your device 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 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.

  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.

See video
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  1. If your device is not starting, sometimes residual tobacco can prevent it from starting. Simply remove the cap and clean the flat surface next to the heating chamber as well as the inside of the cap using our Cleaning Stick.

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  1. Does your device have a blinking red light or a white light blinking twice?

  2. This could be because your device is too cold or too hot. The device operates in a temperature range between 0° and 50° C. If the ambient temperature is low, try warming the device 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 the cleaning of your device can damage the blade inside. 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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IQOS 3 MULTI user manual

Download the user manual here.

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Need help getting started?

Check out our step-by-step videos and manuals for some help using and cleaning your device.

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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.