FORGOT PASSWORD?


Continue with login
OR

FAQ

Problembehebung

In order to update the firmware on your IQOS, you need to have installed the IQOS App on your Windows or Mac desktop. You can download the IQOS App here:
Download for Windows
Download for Mac

Notice to all Mac users: To launch the IQOS App you’ll need to call it up again using the menu bar on the top edge of screen by clicking on the IQOS App symbol.

If you’ve already installed the IQOS App, then you can update the firmware under "About my device". All device info is displayed here. You can update the device’s firmware from this screen in just a few simple steps. Click on the option "UPDATE FIRMWARE" and follow the directions.

Learn more
Your IQOS runs on software. That’s why we are constantly working to improve and optimize that software, with each update offering you the opportunity to optimize your IQOS as well as your user experience.
Always use the online troubleshooting tool first. The tool is available for you around the clock, and you can use it to order a direct replacement. If the online troubleshooting tool does not resolve the problem, then please contact IQOS LiveChat.

If you have registered your device with IQOS CARE PLUS then we’ll replace your device free of charge even if the damage was caused by you.
If your IQOS device isn’t functioning properly, then please proceed as follows:
  1. Try to reset the device.
  2. If the problem persists, then please perform a firmware update: Please download the IQOS App for Windows or Mac using the following link:
    Download for Windows
    Download for Mac

    Notice to all Mac users: To launch the IQOS App you’ll need to call it up again using the menu bar on the top edge of screen by clicking on the IQOS App symbol.
    If you’ve already installed the IQOS App, then you can perform a firmware update under “About my device”. All device info is displayed there. You can update the device’s firmware from this screen in just a few simple steps. Click on the option "UPDATE FIRMWARE" and follow the directions.
  3. If the problem persists after resetting the device, then launch the online troubleshooting tool.
  4. If a neither device reset nor a firmware update nor the online troubleshooting tool resolve the problem, then please contact IQOS LiveChat.
For charging, please be sure to exclusively use the corresponding IQOS USB power adapter and charging cable. Charge your device for at least 10 minutes.

If your device still isn’t charging, then perform a device reset.
If the problem persists, then launch the online troubleshooting tool.
If that doesn’t resolve the problem, then please contact IQOS LiveChat.
If you are experiencing problems with your IQOS device, there are a wide range of options available:
  • The user guide features detailed information about your IQOS device. All of the IQOS user guides are available for download here.
  • If you require assistance with a specific problem, you’re sure to find the right answer in the support area or in the FAQs. Tip: Use the search function to search for specific keywords.
  • Our Youtube channel features how-to videos and short films with solutions to the most common problems.
If you haven’t found a solution, please contact IQOS LiveChat or Facebook Support. By the way: Our employees at the IQOS stores are always happy to be of assistance with your questions and problems.
If you are experiencing problems with your IQOS Holder, then please proceed as follows:
  1. First try resetting your IQOS device.
  2. If the problem persists, then please perform a firmware update: Please download the IQOS App for Windows or Mac using the following link:
    Download for Windows
    Download for Mac

    Notice to all Mac users: To launch the IQOS App you’ll need to call it up again using the menu bar on the top edge of screen by clicking on the IQOS App symbol.
    If you’ve already installed the IQOS App, then you can perform a firmware update under “About my device”. All device info is displayed there. You can update the device’s firmware from this screen in just a few simple steps. Click on the option "UPDATE FIRMWARE" and follow the directions.
  3. If your IQOS still isn’t functioning properly after a device reset, then please use the online troubleshooting tool.
  4. If neither device reset nor a firmware update nor the online troubleshooting tool resolve the problem, then please contact IQOS LiveChat.
If your IQOS isn’t puffing properly, there may be several causes:
  • Your IQOS needs to be cleaned. Start the cleaning process.
  • There is tobacco residue inside the cap. Remove it by gently tapping or blowing, or carefully with tweezers.
  • You recently switched to IQOS? Adjust your puffing method: Experiment with stronger and weaker puffs until you’ve found the optimum technique.
  • Perhaps there’s a software error. Perform a device reset.
  • Check whether the heating blade remains intact. To do so, start the online troubleshooting tool.
  • Try a new HEETS tobacco stick. Before inserting the tobacco stick, loosen the tobacco by rolling it between your fingers briefly.
  • If you’re not satisfied yet, then please contact IQOS LiveChat.
In such case, follow these steps:
  1. In most cases, it helps to reset the device.
    Device reset
  2. If the problem persists, then please perform a firmware update: Please download the IQOS App for Windows or Mac using the following link:
    Download for Windows
    Download for Mac

    Notice to all Mac users: To launch the IQOS App you’ll need to call it up again using the menu bar on the top edge of screen by clicking on the IQOS App symbol.
    If you’ve already installed the IQOS App, then you can perform a firmware update under “About my device”. All device info is displayed there. You can update the device’s firmware from this screen in just a few simple steps. Click on the option "UPDATE FIRMWARE" and follow the directions.
  3. If device reset doesn’t resolve the problem, then you can launch the online troubleshooting tool.
    Online troubleshooting tool
  4. If neither device reset nor a firmware update nor the online troubleshooting tool resolve the problem, then please contact IQOS LiveChat.
    To IQOS LiveChat
If tobacco is stuck in your holder, then please clean it.
Detailed cleaning instructions for all IQOS models, including videos, can be found here.
Cleaning videos are also available on our Youtube channel.
If the LED on your IQOS is solid or blinking red, the device is indicating there is an error.
In such case, first try a device reset.
To device reset
If your IQOS still has a solid or blinking red light, then launch the online troubleshooting tool.
To online troubleshooting tool
If the online troubleshooting tool doesn’t resolve the issue, then please contact support via IQOS LiveChat.
To IQOS LiveChat
IQOS reports an error with a solid or blinking red LED. Usually, the problem can be resolved by resetting the device
To device reset
If your IQOS is still showing an error after reset, then launch the online troubleshooting tool.
To online troubleshooting tool
If the problem persists, then please contact support via IQOS LiveChat.
To IQOS LiveChat
The first step is to run the online-troubleshooting. It is available to you around the clock. In the event of a warranty claim, you can have an immediate replacement performed there.
If you have further questions, please contact our support team via IQOS LiveChat.
If you’d like to contact customer service, the best way to do so is via IQOS LiveChat.
You can also reach us via Facebook Support.
If you are experiencing a problem with your IQOS device, it’s best to use the online troubleshooting tool.
You can also contact us over the phone: 0800 – 1114 767.
Detailed information on IQOS can be found here in our support area. We have compiled IQOS users’ most frequently asked questions for you in the FAQ section . You can comfortably perform keyword searches in the support and FAQ areas to find answers to your questions.

You can also contact IQOS LiveChat: They will be happy to be of assistance. Additionally, our support team is also available via Facebook.
If neither device reset nor the online troubleshooting tool have resolved the problem with your IQOS device, then please contact IQOS LiveChat.

Within the first twelve months, a defective IQOS device will generally be replaced. If you have registered your device with IQOS CARE PLUS, then an additional free device replacement is possible, even in the event the damage was caused by you.
If your IQOS 3 DUO Holder is only working for one use, then an update to the latest firmware version can help. Please download the IQOS App for Windows or Mac using the following links:
Download for Windows
Download for Mac

Notice to all Mac users: To launch the IQOS App you’ll need to call it up again using the menu bar on the top edge of screen by clicking on the IQOS App symbol.
If you’ve already installed the IQOS App, then you can update the firmware under "About my device". All device info is displayed there. You can update the device’s firmware from this screen in just a few simple steps. Click on the option "UPDATE FIRMWARE" and follow the directions.
If an LED of your IQOS 3 DUO holder no longer lights up, a firmware update may help. Please download the IQOS App for Windows or Mac using the following links:
Download for Windows
Download for Mac

Notice to all Mac users: To launch the IQOS App you’ll need to call it up again using the menu bar on the top edge of screen by clicking on the IQOS App symbol.
If you’ve already installed the IQOS App, then you can update the firmware under "About my device". All device info is displayed here. You can update the device’s firmware from this screen in just a few simple steps. Click on the option "UPDATE FIRMWARE" and follow the directions.
Product added to cart

Your cart is empty

Find the IQOS that suits you best.

Compare models

  • English

Please enter your date of birth to confirm you are an adult user of nicotine or tobacco products.

CONFIRM

Sorry!
This website is intended only for users of nicotine or tobacco products who are over 18.

We Care

This website contains information about our new products and we need your age to make sure that you are an adult in Germany 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 of this website for further risk information.