Troubleshooting your
IQOS 3 DUO

IQOS 3 DUO
IQOS 3 DUO IQOS 3 DUO
IQOS 3 IQOS 3
IQOS 3 MULTI IQOS 3 Multi
charging too slowly

Is your IQOS charging too slowly?

1. Make sure you’re using the official IQOS cable and AC power adaptor, as charging your IQOS from a computer USB port or using a third-party cable can be less effective.

2. If your IQOS 3 DUO Pocket Charger is already fully charged when you connect it to a power supply, the status light may flash. This is normal. If your IQOS 3 DUO Pocket Charger is completely out of battery, you might need to plug it in with the AC adaptor for up to 20 minutes before any status lights appear.

How to charge your IQOS
Status Lights

Are the status lights flashing?

1. Lights are blinking white twice: Your IQOS 3 DUO might have a temperature issue. You may need to let it cool down or warm up in your hands. If that’s not the case, try inserting your IQOS 3 DUO Holder into your Pocket Charger for auto-cleaning.

2. Lights are flashing red: Try resetting your device. If the flashing lights don’t stop, then get in touch with us so we can help.

Resetting

Resetting your IQOS

If your IQOS 3 DUO is charged but not working, you might need to reset it. Press the charger button until the lights fade, then release the button. All status lights will turn off, flash twice, then slowly reappear, to tell you the reset was successful.
Air flowing

Is air not flowing through device as it should?

Your IQOS 3 DUO Holder might need a clean.

1. Wait for your device to cool down, before sliding the cap upwards to remove it.

2. Insert the IQOS cleaning tool and rotate gently. If you do this regularly, you’ll reduce any tobacco build-up.

3. As some parts of your device, including the heating chamber, can't be accessed with the cleaning tool, use your cleaning sticks instead. Use them gently to avoid breaking or damaging the blade.

Learn how to clean your holder
Broken

A broken blade or other damage?

The blade can break if you use too much force when cleaning the holder, so make sure you clean with gentle fingers and when inserting a HEETS stick, avoid twisting it.

If your device is damaged, let us know. We will check if you are eligible for replacement and if you are. we will arrange it for you.

That’s not all. There’s more useful information in the IQOS 3 DUO User Guide.

Our IQOS 3 DUO User Guide will let you dive deeper into how your device works and how to use it.

Download our IQOS 3 DUO User Guide

Something we haven’t covered?

There are several ways you can reach us.

Live chat

IQOS Coach

Need support using your IQOS?
How about some tips and tricks?
Just ask your IQOS Coach.
They're ready to help.

Learn More
Like Icon

Facebook us

We’re very social on our social media, so feel free to message us with any questions and we’ll get back to you in minutes.

Our Facebook Page
Tweet Icon

Send us a tweet

Our Twitter account is available every day from Sat – Thu from 10:00 – 20:00 and Fri from 14:00 – 22:00. Tweet us your questions and we’ll get back to you in a flash/minutes.

Tweet us
Email Icon

Send us an email

Write to us. Our inbox is never too full.

Email us
Youtube Icon

IQOS on Youtube

Subscribe to IQOS YouTube channel to learn more about your device

Our Youtube channel
Youtube

Give us a ring

Sometimes you just want to hear a human voice. We get it. That’s why our phone support line connects you directly to an IQOS expert.

Get in touch