Broken heating blade

Most cases of a broken heating blade happen:

1. When cleaning your Holder

2. Incorrect insertion of the cap on the Holder

3. Twisting the tobacco stick in the Holder

Check out this video on How to clean your device to learn the right way to keep your device clean, without causing damage to the blade.

Some advice for future avoidance:

1. When cleaning the Holder make sure the blade is cold.

2. When cleaning the Holder make sure to not exert stress on the blade.

3. When you place your cap on the Holder make sure it is aligned correctly before clipping it in place.

4. Did you know that you should never twist your tobacco stick while it is inserted in the Holder?

Blinking white light

Two white lights blinking can be caused by:

1. The Holder is out of its working temperature. Try maintaining the device between 0°C  and 50°C  to ensure the device works properly.

2. The Holder reaching its "cleaning due" status. Try the following:

a. Place the Holder in the Pocket Charger (Holder’s magnetic connector facing down)

b. Close the Pocket Charger door and wait for the Holder to be fully charged. Pocket Charger’s top light(s) stay solid white for 3 seconds after a short button press.*

Note: remember to charge Holder with the door closed to avoid this in the future. Laptop USB ports may not have enough power to charge your Pocket Charger if it is completely discharged.

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

Blinking red light

A blinking red light on your Holder may indicate there is an issue with the heating blade.

Please remove the cap from the Holder and visually check the blade.

 

Blinking red light

1. Insert your Holder in your Pocket Charger. The red light shows you, that you can not charge the Holder.

2. Reset your Pocket Charger (with the Holder inside it) by pressing the Pocket Charger’s button for 10 seconds. Keep the button pressed until you see all the lights dim out. The RESET will be confirmed by all the lights briefly blinking white.

Light not turning on

Your Holder may not be charged:

1. Try charging the Holder by placing it in the Pocket Charger. Ensure the pocket charger is charged and turned ON*. Top round LEDs on the Pocket Charger remain solid white for three seconds after a short button press indicating the holder is fully charged.

2. Holder and Pocket Charger may need to be RESET. Place the Holder inside the Pocket Charger and press the button of the Pocket Charger for 10 seconds. Keep the button pressed while all the lights dim out. The RESET will be confirmed with all the lights will all briefly blink white.

3. If the Holder is not able to be charged due to bad connection with the Pocket Charger. Use an IQOS™ Cleaning Stick to clean the Holder’s connector (bottom part of the Holder) and the contacts on the Pocket Charger by removing the Door Cover to access the contacts.

* Press the Charger’s button once and see if the lights turn on. If not, press and hold the button again, for 4 seconds to turn it ON Laptop USB ports don’t have enough power to charge your Pocket Charger if it is completely discharged.

Firmware upgrade

If the issue continues, you may need to upgrade the firmware on your IQOS 3 Duo device. Please connect to the IQOS App and upgrade both the Pocket Charger and the Holder of your IQOS 3 Duo device.

To connect via USB on your Windows or macOS device:

1. Ensure you are using Google Chrome browser.
2. Please click here to start the IQOS App.
3. Select your IQOS device and follow the connection steps.
4. Once connected, click on „About my device“ and start the firmware upgrade for both Charger and Holder.

You can also access the IQOS App through your mobile phone. Please note that only the firmware of the Pocket Charger can be updated via your mobile phone. We therefore recommend using the USB connection.
For Android devices, please use the Google Chrome browser.
For iOS devices, please download and use the Bluefy Browser.
Follow the shown steps to establish the connection.

For more information, visit our IQOS app page here.

Alternatively, you may visit an IQOS Store with your IQOS 3 DUO device to get the firmware on your device upgraded.

After the firmware upgrade is completed, please turn your device off and on again.

Physical damage

We are sorry your IQOS Holder got damaged.

Problem inserting HEETS tobacco stick

After using a HEETS tobacco stick, some tobacco residues can remain in the Holder causing insertion issues.

In order to remove that, follow these steps:

1. Detach the cap from the Holder by lifting it up.

2. With an IQOS Cleaning Tool, clean the interior of the cap.

3. Use an IQOS Cleaning Stick and sweep the interior of the cap to remove the last bits of tobacco.

4. We recommend doing the same process with the Holder, before inserting the cap back.

5. If part of the stick is stuck in the cap. Completely remove the cap from the Holder by sliding it up. Use an IQOS Cleaning Stick and remove the damaged Heatstick from the cap.

For further information about the cleaning process, check out this video on How to clean your device to learn the right way to keep your devices clean, without damaging them.

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Inhalation experience less than 6 minutes or 14 puffs

Please make these questions/remarks to the customer:

This issue may come from different reasons, and,most probably, your device is functioning correctly. Let me ask a few questions to make sure we can find the exact reason.

1. Was the issue experienced with all heatsticks or just one?

If it was just one, this is likely an issue with the heatstick and not the device.

2. IQOS devices are designed to deliver a 6 minutes or14 puffs experience, whichever comes first. Does your experiences reach one of these two markers?

3. The inside of your cap or device may be dirty, not allowing the aerosol to be released properly.Could you clean both the cap and the deviceusing the IQOS cleaning tool and cleaning sticks?

a) Explain proper cleaning process to the customer.

4. After cleaning, can you test if the experience improved?

a) Please keep track of the time passed and puffs you took for this test. The time it takes for the device to heat (~ 20 seconds) is also considered to be part of the 6 minutes.

b) You should only start the experience when the blade is heated, where the button light stops pulsing and remains solid white (~20 seconds after pressing the button first). Trying to use before heating is complete will not generate enough aerosol.

The second holder light doesn't turn on

Important note: Please make sure you have two LEDs on the holder (as shown in the picture)  that indicate your holder is designed to deliver two consecutive experiences.

1. Make sure the holder is fully charged. Both LEDs must light up with a short press

2. Make sure your pocket charger is charged (with a minimum of two solid lights on) in order to fully charge the holder

3. Use an IQOS Cleaning Stick to clean the Holder’s connector (bottom part of the device) and the connectors located on the Pocket Charger by removing the door cover

4. Please update your firmware

Firmware upgrade

If the issue continues, you may need to upgrade the firmware on your IQOS 3 Duo device. Please connect to the IQOS App and upgrade both the Pocket Charger and the Holder of your IQOS 3 Duo device.

To connect via USB on your Windows or macOS device:

1. Ensure you are using Google Chrome browser.
2. Please click here to start the IQOS App.
3. Select your IQOS device and follow the connection steps.
4. Once connected, click on „About my device“ and start the firmware upgrade for both Charger and Holder.

You can also access the IQOS App through your mobile phone. Please note that only the firmware of the Pocket Charger can be updated via your mobile phone. We therefore recommend using the USB connection.
For Android devices, please use the Google Chrome browser.
For iOS devices, please download and use the Bluefy Browser.
Follow the shown steps to establish the connection.

For more information, visit our IQOS app page here.

Alternatively, you may visit an IQOS Store with your IQOS 3 DUO device to get the firmware on your device upgraded.

After the firmware upgrade is completed, please turn your device off and on again.

Other issues

When an IQOS device is not functioning there are three things you can do

1. Properly clean the key areas of the device

I. Clean your Holder and cap with the IQOS cleaning tool and cleaning stick. Check out this video on How to clean your device to learn the right way to keep your devices clean, without damaging them

II. Use an IQOS Cleaning Stick to clean the Holder’s connector (bottom part of the device) and the connectors located on the Pocket Charger by removing the door cover.

2. Properly charge the Pocket Charger and ensure it is turned ON

I. With your Pocket Charger connected to a power outlet, wait for 20 minutes or until it is fully charged.

II. Check that the Pocket Charger is switched ON* and plugged into a power outlet**. Make sure to use the official IQOS AC adaptor and cable.

* Press the Charger’s 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 Pocket Charger if it is completely discharged.

3. Reset the Pocket Charger and Holder

Place the Holder in the Charger (remember that the Holder’s magnetic connector should face down) and reset your Pocket Charger (press and hold the Pocket Charger’s button for 10 seconds. All lights will briefly blink white).

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Blinking white light

Blinking white light (blinks 8 times)

Blinking red light

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Blinking red light

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Light not turning on

Is your device still functioning?

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Inhalation experience lower than 6 minutes or 14 puffs

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The second holder light doesn't turn on

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Other issues

Physical Damage

Cosmetic damage (such as scratches, dents, broken plastic, hairline cracks, discoloration), damage or failure caused by normal wear and tear of your device are excluded from voluntary warranty. Our online store offers a wide range of IQOS  accessories that could help you minimize the impact of the cosmetic damage.

If you wish to speak to a Customer Care representative, please contact us at:

0800 – 1114 767 daily from 8am to 9pm.

This product is not risk-free and is intended for adult use only.

 

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