Troubleshooting - FAQs

Choose the technical assistance designed to be close to you at any time.
The IQOS experts are available every day from 07.00 to 22.00. They can answer all your questions and inquiries; on IQOS and give you tips on how to use it.

Live Chat, available every day from 9 to 21

Call us on the toll-free number: 800226042

Contattac us via Email to: servizioclienti@iqos.it

Write us on Twitter @IQOS_Support_it

 

You can also receive assistance at one of our IQOS Shops, , click here i to check the opening hours.
We guarantee that the IQOS Embassies, Boutiques and Lounges are safe places during the Coronavirus period. The safety of our customers is our top priority and to welcome you we follow a protocol developed in collaboration with experts in the medical-scientific field.

Among the measures provided by the protocol to guarantee the safety of our consumers:
o The shops were sanitized before reopening and are thoroughly cleaned twice a day, at the opening and at the lunch break
o The exchange of air conditioning filters will be carried out before the stores reopen
o Staff must wear disposable masks and gloves during business hours
o Disposable gloves used by staff are changed upon completion of each operation with consumers
o There is a wide availability within the rooms of disinfectant gel dispenser, available to staff and customers
o Objects used in commercial premises are cleaned and sanitized daily o The flow of incoming customers is regulated according to the size of the commercial premises
o To enter commercial premises, customers are required to:
• wear your own mask,
• have the temperature at the entrance measured with a thermoscanner,
• sanitize hands with disinfectant gel and wear disposable gloves (both supplied by the IQOS Embassy, ​​Boutique and Lounge).
o Staff and customers must respect the safety distance of 2 meters if possible or at least 1 meter.

There are couple of ways you can check how many uses you have left. Either on the holder itself or by checking the pocket charger with the holder inside. Here’s how:

Checking on the holder:Tilt the holder towards you or short press the button. The lights will come on and indicate the battery level. When 2 lights are on it means the holder is ready for 2 uses and 1 light on means it’s ready for 1 use only.

Checking on the pocket charger:Short press the side button on the pocket charger with the holder inside the charger. The pocket charger light will turn on. 2 lights mean the holder is ready for 2 uses and 1 light on means ready for 1 use. You’re all set to enjoy your tobacco experience.

For IQOS ILUMA ONE:Short press the side button on the device, the light will turn on. When the lights are on it means the device is ready. Twinkle yellow light means that the battery needs to be charged.

Make sure the holder is turned off and remove the cap before cleaning as described below: • Open the IQOS cleaning accessory. • Use the small brush to clean the cap and the large brush to clean the central body of the holder. • Gently tap both sides on a surface to release the tobacco residues. • Now take a tissue and clean the top of the holder (with the cap off) until you have eliminated all tobacco residues on the outside. • Every 3-4 days, rinse the cap well under warm water. • Take an IQOS cleaning stick and use both sides to clean the area at the bottom near the foil and the foil itself. Make sure to remove all tobacco residues even on the bottom of the foil. • In order not to damage the most important part of IQOS, the heating foil, perform this procedure very carefully making light circular movements.

Any white light indicates that the device performs various operations, like charging, re-initialization, ready to use, fully charged etc. Any red light indicates that there is a device error or device operates outside its operating temperature (0 - 50°C).
Please, perform a reset of your device and try again.
Still no luck? Please contact Customer Care or ask for assistance at the nearest IQOS store.

The new version of IQOS is equipped with Bluetooth to expand the potential of the device in the future. This feature is currently not active.

You can easily check the charge level by following these simple steps:
1. Press for 1 second the ON/OFF button
2. The LEDs will turn on and indicate the level of charge: - 1 LED = low charge level - 4 LEDs = device is fully charged

It takes approximately 90 minutes to fully charge the IQOS 2.4Plus Pocket Charger from an electrical outlet. Only charge IQOS 2.4Plus device using the supplied AC Power Adaptor and USB cable.

The IQOS device does not require a full charge to work. If the IQOS 2.4Plus Pocket Charger is fully charged you may use the holder for up to 20 times.

You can easily do a reset of your IQOS 2.4Plus device by simultaneously pressing and then releasing the Bluetooth and Power Buttons until all lights briefly blink.

The red light, blinking or steady, on your Holder may indicate that: - Holder is not charged - Device is outside its optimal operating temperature (10°C - 40°C) - You pressed on the Holder button during usage - Holder malfunction To resolve the issue, you may try the following: a. Check that the IQOS 2.4Plus Pocket Charger is switched ON and has enough power b. Place the Holder in the Pocket Charger and wait until it is fully charged (up to 4 minutes) c. Ensure your Holder’s electric contact is clean d. If none of the above works, perform a reset of your device [link to how to reset question] e. Still no luck? Please contact Customer Support, every day from 07.00 to 22.00 at 800226042 or ask for assistance at the nearest IQOS Embassy or Boutique.

a. Holder light on the IQOS 2.4 Pocket Charger indicates a Holder malfunction. A slowly pulsing red light while charging means that the Holder battery is reaching the end of its life cycle.
b. The bottom light on the Pocket Charger Battery Status indicates a Pocket Charger malfunction or device is outside its optimal operating temperature (10°C - 40°C)
Please, perform a reset of your device and make sure it is in the optimal temperature range.
Still no luck? Please contact Customer Care or ask for assistance at the nearest IQOS Embassy or Boutique.

IQOS 2.4 is designed to work in a wide range of temperatures, but tobacco stick tastes best when the device is used between 10℃ and 40℃.

Your IQOS device is designed to provide you experiences that each have up to 6 mins and/or 14 puffs whichever comes first. You can follow these steps to make sure you are fulling enjoying your experience with IQOS:

• Let the device heat up for 20 second in order to allow for aerosol creation.
• Assicurati che ci siano degli intervalli di tempo tra un tiro e l'altro.
• Ensure that there are Intervals (time) between puffs.
• Leave time between puffs allows the Holder to properly heat the tobacco and generate aerosol.
• check whether the consumable was not accidentally used twice

A good cleaning of the device always help to get the best out of your IQOS experience: check our how to videos on the get support page to learn more.

If your IQOS 3 DUO is not performing optimally, it may be time for a cleaning. Using the dual cleaning tool, cleaning can be quick and easy. Find the details in our troubleshooting page to quickly resolve it.

1. Try cleaning the IQOS 3 DUO holder. Wait until the device has cooled down; then, slide the cap up to remove it. Insert the IQOS cleaning accessory and rotate it gently. Doing this regularly will reduce the build-up of tobacco residues.
2. Please note that parts of the heating chamber and the device cannot be reached with the cleaning accessory. For these hard-to-reach spots, use the IQOS cleaning sticks. To avoid breaking or damaging the heating foil, do not exert excessive force.

To remove tobacco embedded in the IQOS foil holder, follow these steps:

1. No liquid shall be used for cleaning. Once the IQOS 3 DUO holder has cooled, at least 30 seconds after the last use, you can slide the cap upwards to remove it.
2. Tap the holder to remove any tobacco residue. Check that the cleaning accessory is in good condition. Then, insert it all the way to the holder. Do not rotate again, once the cleaning accessory is in the holder, gently rotate it 2 or 3 times. When you are done, carefully remove it.
3. Occasionally, you can also use IQOS cleaning sticks to clean the inside of the holder. When doing so, remember to avoid the foil and also clean the hood, from top to bottom.

You can find all the details on how to clean your device on the troubleshooting page.

If you cannot position the Holder’s top cap correctly, you might need to clean your device and remove the tobacco residue stuck around the blade. This usually happens when the holder cap is not pulled up before removing the used tobacco stick. In order to remove it, follow the below steps:

• Remove the cap from the holder by sliding it up.
• Gently tap the cap to the table. Use an IQOS cleaning stick and sweep the interior of the cap to remove the last bits of tobacco.
• Apply the same process with the holder. Refrain from exerting stress to the blade.
• Insert the cap back to the holder correctly.

Watch the tutorial to learn more details on how to clean your IQOS device on our get support page.

If the side door of the IQOS 3 DUO pocket charger does not close, follow these steps to clean the device:

• Always use original IQOS cleaning tools and sticks.
• Clean the holder, holder cap, and contacts between the holder and pocket charger.
• Replace the holder cap every 6 months.

Watch the first steps tutorials to learn how to clean your device. Videos are available on our support page.

If your IQOS is not charging you can follow these steps to fix the problem and optimize your device charging:

1. Be sure to use the original IQOS AC charging cable and power adapter. Similarly, using a third-party charging cable can prove to be 5 times less effective.
2. If the IQOS 3 DUO Pocket Charger is already fully charged when you connect it to the power outlet, the last battery status light may flash. This is normal and does not indicate that the pocket charger is not able to work properly. Conversely, if the IQOS 3 DUO Pocket Charger is fully discharged, you may need to connect it for 20 minutes to the power outlet using an original AC power adapter, before the battery status lights turn on.

If your IQOS 3 DUO does not charge, you can follow these steps to fix the problem and optimize your device charging:

1. Be sure to use the original IQOS AC charging cable and power adapter. Similarly, using a third-party charging cable can prove to be 5 times less effective.
2. Try to clean the Holder and Pocket Charger contacts.
3. When loading the Pocket Charger always make sure to use the official IQOS accessories: using non-original accessories could lengthen the charging time of both the Charger and the Holder.

You can solve any problems using the self-diagnosis tool "IQOS SOLVER" on iqos.com dedicated to IQOS 3 DUO.

Accidents can happen. Here’s some tips to avoid breaking the blade in the future:

• Do not exert stress to the blade while cleaning the holder.
• Never twist the tobacco stick in the holder.
• Avoid incorrect insertion of the cap to the holder.

Go check our troubleshooting page and the tips section to learn more about cleaning and consumables.

If the heating blade of your IQOS has broken, you can replace the device for free via accidental damage coverage within the first twelve months of purchase. To check the suitability for replacement, start our self-diagnostic tool.

It is not possible to buy HEETS tobacco sticks online, because as tobacco sticks, can be purchased only in the shops authorized by the Customs and Monopolies Agency (tobacco shops).

These devices are no longer available for purchase as the IQOS portfolio is in continuous development to offer adult smokers a valid alternative to traditional cigarettes. At the moment you can buy on iqos.com, in IQOS stores and in tobacco shops members models:
- IQOS ILUMA PRIME, IQOS ILUMA and IQOS ILUMA ONE
- Lil SOLID Ez

There are more than 65 countries in the world where you can find IQOS blade devices and specially developed tobacco sticks:
Albania, Armenia, Austria, Bahrain, Belarus, Bosnia & Herz., Bulgaria, Canada, Canary Islands, Caribbean Other, Colombia, Costa Rica, Croatia, Cyprus, Czech Republic, Denmark, Dominican Republic, Egypt, Estonia, France, Georgia, Germany, Greece, Guatemala, Hungary, Israel, Italy, Japan, Jordan, kazakstan, Korea, Kuwait, Kyrgyzstan, Latvia, Lebanon, Lithuania, Malaysia, Maldives, Mexico, Moldova, Montenegro, Morocco, Netherlands, New Zealand, North Macedonia, Palestine Auth. Area, Philippines, Poland, Portugal, Reunion, Romania, Russia, Saudi Arabia, Serbia, Slovak Republic, Slovenia, South Africa, Spain Mainland, Sweden, Switzerland, Tunisia, Turkish Cyprus, UAE, Ukraine, United Kingdom, Uzbekistan, Duty Free.

You can buy all IQOS devices on iqos.com, at IQOS stores and at selected tobacco shops. You can use the Store Locator tool to find the nearest store.
On iqos.com or in store, you may not find the IQOS 3 , IQOS 3 DUO, IQOS 3 MULTI and IQOS 2.4 models since they are no longer available for purchase.

In case of any malfunction, in case you have already carried out a reset of the device and have also used the online troubleshooting tool, without solving the problem, your device may not work.
You can go to one of the IQOS stores or contact the toll-free number 800226042 to get the necessary assistance and to check if you can replace your device for free via accidental damage coverage within the first twelve months of purchase.

Usually all IQOS holders heat up during use, especially if 2 consecutive uses are made. However, you may feel that the Holder is slightly warmer than the IQOS of previous generations; this is due to the materials used in the construction of the device (anodized aluminum) and also to the new built-in heating technology.
• IQOS 3 DUO is made of plastic
• IQOS ILUMA is made of aluminum
Therefore, the "feeling" of warmth is perceived differently. This involves a different feeling of warmth.

If your IQOS holder only works for one use, you may resolve the issue by updating the firmware version via the IQOS app or by going to an IQOS store for assistance.
To use the IQOS app, sign in to your IQOS user profile on iqos..com, go to "My devices", choose the corresponding device and click "View details".
By clicking on the "Device Settings" button, the app will start.
Once connected, you can update your device’s firmware by clicking on "About my device" and then on the "UPDATE FIRMWARE" option, if it is visible, and follow the guidelines.

If your IQOS is not charging, you can try following a few steps to try to solve the problem and ensure that the device is charging optimally:

1. Check the input of the charging cable on your device. If it is blocked, remove the blockage by gently blowing from a distance.
2. Make sure that you have connected the pocket charger to a power outlet using a functioning adapter and cable. Always use a manufacturer-approved adapter and cable for charging (supplied in the box) and a manufacturer-approved power adapter (supplied in the box), Products not approved by the manufacturer may interrupt charging.
3. The same type of problem could occur with charging via laptop. When the device is charging, the lights are flashing. When the device is fully discharged, it may take up to 20 minutes for the light to come on.