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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

If you are experiencing an issue with your IQOS 3 device, the first step is to check if it has been charged.

How to check if your IQOS 3 device is charged:

Check that the IQOS Pocket Charger is turned on, by pressing the pocket charger’s button for one second. The lights should turn on. If they don’t, press and hold the button for four seconds.

If you don't see any lights, charge the Pocket Charger using the official IQOS USB Power Adaptor and Cable*.

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.

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

How to Charge IQOS 3 Video

Resetting your IQOS 3 device

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

Press and hold the charger’s button for approximately ten seconds. After the lights fade, continue holding the button for two more seconds. When you release the button you will see all the lights briefly blink white.

Cleaning your IQOS 3 device can solve a number of problems you might be experiencing

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.

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.

HOW TO CLEAN

Is your IQOS 3 Holder not charging?

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.

IQOS 3 temperature issues

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?

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 one 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.

Does your IQOS 3 have a broken blade or other physical damage?

Check to see if your IQOS 3 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 Holder can damage the blade inside your IQOS 3 Holder. Be careful not exert force onto the blade when cleaning your IQOS 3 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

For more information, have a look at our IQOS 3 User Guide

Download the IQOS 3 user manual here.

User Guide IQOS 3

CARE PLUS

Every IQOS experience is unique. So we developed IQOS CARE PLUS, a service package for you to enjoy tailored support, coverage, and other additional benefits. It's time to enhance your IQOS experience

Learn more

IQOS 3 Learn more

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

Learn more

Still have questions about IQOS?

We are here to help you across multiple channels

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

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Available everyday from 9AM - 9PM

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

IQOS Support Germany

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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.
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