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IQOS 3 Multi Troubleshoot

The new IQOS online diagnostic tool

Do you have problems with your IQOS 3 Multi? Your IQOS lights are not turning on or blinking red? The IQOS manual does not help you and you do not want to contact IQOS CARE?

Then log in now, start our online diagnostic tool and check whether your device problems can be fixed.

In the case of a warranty claim, we will send you a replacement device within 1-3 days.

Device diagnostic

Alternatively, we have put together some suggestions to resolve problems of your IQOS Holder and Pocket Charger:

Let's try the following steps:

IQOS 3 Multi operates in a temperature range between 0° and 50° C (32° - 122° F).

If the ambient temperature is low, try warming the device in your hand for at least 1 minute.

You only need to press once on the device’s button to activate the heating blade*.

Once the light indicator goes from blinking to steady, it’s ready to enjoy.

After that, make sure you don't press the device's button again, as this may turn your device off.

* The heating process will only start if the Lid on top remains open.

Reset your device.

Press and hold the button of your device for 8 seconds.

All lights will briefly turn ON and blink white to indicate your device has been reset.

Make sure your device is switched ON*.

Plug it into a power outlet** for at least 20 minutes (the Lid on top must be closed). We recommend a full recharge, which requires 75 minutes.

* Press the button once and see if the lights turn on. If not, press and hold the button again, for 4 seconds.

** Laptop USB ports may not have enough power to charge your device if it is completely discharged.

Do you need further device assistance?

Contact one of our Customer Care experts or visit us in one of our IQOS stores to check your coverage and repair options.


Contact Options

Live Chat

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IQOS Support Germany

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Twitter Support

You can describe your case in 280 characters max.? Contact us on Twitter.


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E-Mail Support

Your case is a bit more complicated? No problem, write us an e-mail.


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Hotline Support

You don’t enjoy writing and would prefer to talk over the phone? We look forward to your call.

0800 – 1114 767

Available everyday from 9AM - 9PM

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