Troubleshooting your
IQOS 3 Multi

Try our online-diagnostic tool which can help you find a solution for device issues with your IQOS 3 Multi in a few easy steps​.

Click to start

For the online-diagnosic 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. 

IQOS 3 MULTI battery charging

Is your IQOS 3 Multi charging too slowly?

  1. Make sure you’re using the official IQOS cable and AC power adaptor, as charging your IQOS 3 Multi from a computer USB port or using a third-party cable can be less effective.

  2. If your IQOS 3 Multi is already fully charged when you connect it to a power supply, the status light may flash. This is normal. If your IQOS 3 Multi 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. 

Watch tutorial on how to charge your IQOS

How to reset your IQOS 3 MULTI

Resetting your IQOS 3 Multi device

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

Press and hold the button on your device for approximately 10 seconds. When the lights start to fade, keep the button pressed for two more seconds. As you release the button, you’ll see all the lights flash white.

How to clean your IQOS 3 MULTI

A good clean might be the answer

If you’re finding it difficult to draw on your HEETS, or you’re not getting enough aerosol, then your IQOS 3 Multi could be in need of a spring clean. Our cleaning tool and cleaning sticks are the best way to get your device pristine.

A regular clean with the right tools prevents problems, but best of all, it makes sure you’re getting the taste experience you know and love.
Click for a video tutorial on cleaning

How to reset your IQOS 3 MULTI

Can’t get your IQOS 3 Multi to start?

You could have some residual tobacco stuck in your device. To clear it, remove the cap and use a cleaning stick to start to clean the flat surface next to the heating chamber, as well as the inside of the cap. Once you’ve done all that, your device should be clean and ready to go.

IQOS 3 Multi temperature monitoring

What to do if there’s a temperature issue

Your IQOS 3 Multi operates in a temperature range between 0°C and 50°C. If the temperature goes too high or too low, then you might see a red light on your IQOS 3 Multi, or a double flash when you press it. 

If you think your device is too hot, take it to a colder spot and allow it to cool down. If you think your device is too cold, try warming it in between your hands for about a minute.

Broken blade detail IQOS 3 MULTI

A broken blade or other damage?

It’s possible your device could have a broken blade or some other physical 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 either of these things happen to you, then we want to get your device up and running again as soon as we can. Our Customer Care team will walk you through the steps needed to make sure you’re not without your IQOS device for long.

That’s not all

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

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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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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. 

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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.

Our YouTube Channel

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.

Get in touch