FORGOT PASSWORD?


Continue with login
OR
BACK

Use the new IQOS diagnostics tool

Our new IQOS self-diagnostic tool makes it easy and effortless to identify & fix the issue with your IQOS. Click here to launch the IQOS diagnostic tool.
You haven't registered your IQOS yet would still like some support? No problem! Try the troubleshooting options below.

Go to diagnostic tool

Your IQOS is charging slowly

Make sure you’re using the official IQOS USB Power Adaptor and Cable. Charging your IQOS from a computer USB port, rather than from an official USB Power Adaptor, can be up to four times less effective. Using a third-party cable can be up to five times less effective too.

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 USB Power Adaptor for up to 20 minutes before any status light patterns appear.

How to charge IQOS 3 DUO

Your IQOS 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

If your IQOS 3 DUO is charged but not working, you might need to reset it. To do so, press the 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 device cannot be accessed with the cleaning tool. For these hard-to-reach spots, use the IQOS cleaning sticks. Do not apply excessive force to avoid breaking or damaging the blade.

HOW TO CLEAN

Your IQOS has a broken blade or other physical damage

Check to see if your IQOS 3 DUO 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.

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

Contact us

IQOS 3 DUO User Guide

Download the IQOS 3 DUO user manual here.

DOWNLOAD

CARE PLUS

Every IQOS moment is unique.
So we developed a service that is tailored to your specific needs.
With IQOS CARE PLUS, you can enjoy bespoke support, coverage, and access to special offers. It's time to enhance your IQOS experience.

LEARN MORE

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

You’d like fast and personal support? Chat with us.

Start chat

Available everyday from 9AM - 9PM

Facebook Support

Not only looking for support, but for tips & tricks as well? Write to us on Facebook.

IQOS Support Germany

Available everyday from 9AM - 9PM

YouTube Support

You are looking for support and tutorials for your first days using IQOS?
Get to know IQOS on YouTube.

IQOS CARE Germany

Available 24/7

This website has information about tobacco products, which are for adults who would otherwise continue to smoke or use other nicotine products in Germany. PMI’s products are not an alternative to quitting and are not designed as cessation aids.
Are you over 18 years of age and are you a smoker?
Confirm
SORRY,
the laws of your country do not allow you to enter the site.