Troubleshooting your
IQOS 3 DUO

Try our online diagnostic tool which can help you find a solution for device issues in a few easy steps​

Click to start

For the online-diagnostic tool, you need an account where your device has to be registered. If you don't have an account yet, you can easily create one by clicking on the icon in the top right corner of the menu bar and add your device in the "My Devices" section. 

Woman holding her grey IQOS - IQOS charging slowly

Is your IQOS 3 DUO 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

Two people talking at a table bar, one smokes IQOS and the other uses his phone

Are the status lights flashing?

  1. Lights are blinking white twice: Your IQOS 3 DUO might have a temperature issue and is outside of the operating temperature range (0°C to 50°C). 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, start the online- diagnosis.

Launch diagnosis

Man with a gold IQOS Duo and a mobile in his hands

Resetting your IQOS 3 DUO

It's easy to reset your IQOS 3 DUO, such as in the event of a device error (red light). 

Press the button on the pocket charger 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. 

Man cleaning his IQOS holder

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. 

How to clean your holder

A mobile and a gold IQOS kit on a table

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

Our IQOS 3 DUO User Guide will let you delve deeper into how your device works and what it can do as well as more useful information.

Download

Something we haven’t covered?

There are several ways you can reach us.

Use our live chat

Chat to our IQOS experts in real time. They’re available every day from 8:00-21:00. Just send us a message and we’ll answer within seconds. 

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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. 

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Visit us on YouTube

Support around the clock, with interesting how-to videos and up-to-date tutorials: You’ll find many helpful videos on our YouTube channel.

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No question is too small

Your question might have already been asked before. Browse our FAQs to see if there’s an answer waiting for you.

Look through our FAQ


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.

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