IQOS 3 DUO - FAQs

The new IQOS 3 DUO has our fastest and most powerful Holder within IQOS family.
Inspired by our customers, it has been designed around your needs to enjoy the IQOS moment your way:

- It enables to enjoy two consecutive uses without Holder recharging
- Faster Holder charging allows you to focus on your enjoyment and not worry about recharge:  
• At least 2min 20sec faster than charging the Holder of IQOS 2.4 Plus*  
• At least 1min 40sec faster than charging the Holder of IQOS 3*
- It hosts our IQOS ProtectPlus™ System for better protection and reliability and NFC chip for easy registration and access to IQOS website

*provided IQOS 3 DUO Holder is fully charged the first time or when fully depleted; and applicable for charging IQOS 3 DUO Holder from 0 to 1 use. It may depend on conditions of use, on battery lifecycle, weather conditions and device usage.

To check the charge level of the IQOS 3 Duo Pocket Charger, press & release the Pocket Charger Button.

The Pocket Charger Status light will turn ON for 3 sec to indicate battery status:
4 LEDs = more than 75% charged
1 LED = low charge. Need to charge

It takes approximately 120 minutes to fully charge the IQOS 3 DUO Pocket Charger from an electrical outlet. Only charge IQOS 3 DUO device using IQOS AC Power Adaptor and USB cable.

IQOS 3 DUO device does not require a full charge to work, however we recommend to fully charge the device before the first usage.
If the IQOS 3 DUO Pocket Charger is fully charged, you may use the Holder up to 20 times.
The Holder charging time is effective only if the IQOS 3 DUO Holder is fully charged the first time or after being fully depleted.

No, the new IQOS 3 DUO Pocket Charger is only compatible with IQOS 3.
If you insert the IQOS™ 2.4+ Holder into the IQOS 3DUO Pocket Charger, the Holder will not fit because of different size.
If you accidentally insert the IQOS 3 DUO Holder in the IQOS™ 2.4+ Pocket Charger, the Pocket Charger lights will start blinking, however, the Holder won’t charge.

You can use the IQOS AC Power Adaptor from the previous device versions. However, IQOS 3 DUO USB cable hosts a USB-C port, which is different from that of IQOS™ 2.4+.

You can easily reset your IQOS 3 DUO device by pressing and holding the Pocket Charger Button for 10 seconds (until lights fade out), then releasing. All Status Lights will turn OFF, blink three

You can check the Holder status (how many uses are available without recharge) in two ways – either on the Holder itself or on the Pocket Charger*:

To check the status on the Holder:

- Press & release the Button of the Holder:
- 2 lights – ready for two uses
- 1 light – ready for one use
- No light – Holder not charged

To check the Holder status on the Pocket Charger:

- Press & release the Pocket Charger Button
- 2 lights – ready for two uses
- 1 light – ready for one use

*On IQOS 3 DUO P. Charger or on IQOS 3 P. Charger (For those customers who use a mixed version of IQOS 3 DUO Holder in the IQOS 3 Pocket Charger. In some cases it may be required to upgrade the firmware of IQOS 3 Pocket Charger to know when the Holder is ready for 1 use.)

IQOS 3 DUO enables to have two consecutive uses without Holder recharge. They will be indicated by the two white LED lights on your Holder and Pocket Charger.
Once you have finished the first use, there will be only one light left, i.e. 2 LEDs on – 2 uses ready, 1 LED – 1 use.
If you need the second use right away, your Holder is instantly ready for it. If you do not need the second use right away, simply put the Holder back in the Pocket Charger for a quick recharge to have 2 uses back again. In most cases, you can charge Holder back to at least one experience faster than Holder

IQOS 3 DUO is designed to work in a wide range of temperatures, but HEETSTM tobacco stick tastes best when the device is used between 0°C and 50°C.

NFC stands for Near-field communication (NFC). It enables two electronic devices, your IQOS device and your phone, communicate by bringing them within 4 cm of each other. In IQOS, we use this technology to offer simplified access to the digital experience (IQOS website) to iOS users or users who do not wish to download IQOS Connect App. It allows for simplified user/device registration, easy device onboarding to quickly learn how to use your IQOS. Just in one tap you will get access to your key needs – quickly find nearest IQOS store, contact customer care, access IQOS online store and many more.

If your phone hosts a NFC chip, just activate your NFC in your phone’s settings menu. The two devices will connect automatically when you bring them close to each other (less than 4 cm apart) and IQOS webpage will open. That’s it.

There are two ways to access the IQOS website for registration: with NFC tap or QR code: 1. Registration by using NFC Tap: - tap your smartphone on the device’s door to open web interface on your phone’s screen - fill in required information to register. Note, that the device’s serial number is automatically populated. 2. Registration by using QR code: - scan QR code on the device packaging (the folio inside the packaging that contains user documents) to open web interface - take a picture of the label on the packaging to capture the serial number of your device - device’s serial number is automatically populated. If not, please take a picture of the label outside the packaging box to capture the serial number of your device - fill in required information to register your device

Keeping the IQOS device holder clean is critical to enjoying your IQOS 3 DUO experience. Follow these steps to clean IQOS 3 DUO:

1. Allow the holder to cool: let the IQOS 3 DUO holder cool down enough before you start cleaning it (at least 30 seconds from the last use).
2. Tap the holder: remove the hood and gently tap the holder on a smooth surface to remove tobacco residue.
3. Use the cleaning tool: remove the cap of the cleaning tool and insert it into the holder until it reaches the bottom. Use both the oscillating and rotating brush of the IQOS 2 in 1 cleaning tool to remove coarse residue.
4. Use a cleaning stick: for a deeper cleaning of the IQOS 3 DUO holder, use the cleaning sticks regularly after consuming about 20 tobacco sticks. Be sure not to apply excessive pressure and do not touch the heating foil.
5. Clean the cap: finally, also clean the inside of the IQOS 3 DUO cap.

To charge IQOS 3 DUO follow these steps:

• Place the IQOS 3 DUO holder in the pocket charger.
• Press the button on the pocket charger to check the charging level
• If there is a light, the charge level of the pocket charger is too low and you need to charge your IQOS 3 DUO.
• Use only the IQOS 3 DUO USB Power Supply and Charging Cable. The extended lights will pulse during charging of the pocket charger.
• Make sure your pocket charger is fully charged so you can use it up to 20 times with your device.

A flashing red light on the pocket charger of your IQOS 3 DUO is a warning signal of the holder’s charge. In this case make sure to charge the device with the original IQOS power adapter and charging cable to the fullest. Also, keep contacts between holder and pocket charger clean. If the device is charged, but the red light continues to flash then you will need to reset the device. To do this, press the pocket charger button until the lights go out, then release the button. All battery status lights will turn off, blink twice, and then turn back on progressively, indicating initialization.

A fixed or flashing red light on the IQOS 3 DUO holder indicates an error or that the heating element has been damaged. We recommend that you make sure that the ambient temperature is between 0 and 50 ºC and, if necessary, clean the battery contacts. If a device error occurs, you may need to perform a Reset. Next, check the installed firmware version of the IQOS device and, if necessary, update it via the IQOS app from PC. If the problem persists when resetting the device, or if you think the heating foil has been damaged, go to the iqos.com online diagnostic tool. In this way you can also check if you can apply for the warranty and if you are entitled to a replacement device.

If your pocket charger lights for IQOS 3 DUO flash, here’s their meaning:

Red flashing light
A red light flashes on the top of the pocket charger, indicating that the holder is not charging enough.

If your pocket charger light flashes red 3 times, it may indicate that you need to reset your device.

White light 2 fixed white lights indicate that the device is fully charged and therefore the holder is ready for two consecutive experiences.

A fixed light indicates that the holder is ready for an experience.

If the white lights flash, they indicate that the holder is charging.

Here is a list of the main reasons why the white light of your IQOS 3 DUO holder flashes:

White flashing lights
- The device is outside the operating temperature range or the holder is signalling that the device must be cleaned if the pocket charger door has remained open.
- The IQOS 3 DUO automatically cleans when the holder is stored in the pocket charger.
When the door of the latter is left open with the holder inside, the procedure does not start and an error is reported.

Here is the meaning of the white lights on the IQOS 3 DUO pocket charger:
Fixed white lights that appear after a short press of the pocket charger button indicate the holder’s charging status.
- 2 fixed lights indicate that the holder is ready for 2 consecutive experiences.
- The fixed light indicates that the holder is ready for an experience.  

Fixed white lights (appearing after a short press of the pocket charger button) indicate the charging level of the pocket charger:
- 4 white lights: the pocket charger has a charge of more than 75%.
- 3 white lights: The charge is between 50% and 75%.
- 2 white lights: The charge is between 25% and 50%.
- 1 white light: The charge is less than 25%.

For IQOS 3 MULTI, a white flashing light means that:
- Your IQOS 3 MULTI is in charge.
- Your IQOS 3 MULTI is rebooting.
- Your IQOS 3 MULTI is ready to use or fully charged.

If the white light flashes twice:
- Your device is either too cold (below 0 ºC) or too hot (above 50 ºC).
- Wait for your IQOS 3 MULTI to heat or cool before using it.

The device may be turned off or not charging.

We advise you to:
- Insert the IQOS 3 DUO holder into the pocket charger.
- Press and hold the pocket charger button for 10 seconds to reset the device that will turn on.
- Connect the pocket charger to a power outlet using an official adapter and charging cable. Always use the supplied adapter and charging cable and regularly clean the contacts between the holder and the pocket charger.
- As you load the pocket charger, the lights on the charging bar will work. If the device is fully discharged, it may take up to 20 minutes before it starts charging. If the problem persists, launch the online device diagnostic tool.