Man holding IQOS Originals DUO in turquoise Man holding IQOS Originals DUO in turquoise

Troubleshoot your IQOS ORIGINALS DUO.

Find the answers to the most common issues in this page or try our online-diagnostic tool which can help you find a solution for your IQOS ORIGINALS DUO in a few easy steps.

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IQOS ORIGINALS DUO

IQOS ORIGINALS ONE

IQOS 3 DUO

IQOS 3 Multi

IQOS 2.4 Plus
Man holding IQOS ORIGINALS DUO charger and holder with an inserted HEETS stick

LEDs on your IQOS ORIGINALS DUO not lighting up?

Your device may simply be turned off or not charging.

Place the IQOS ORIGINALS DUO Holder in the Pocket Charger.

Press and hold the button on the Pocket Charger for 10 seconds to reset your device. This will turn your device back on. See the adjoining video tutorial on how to reset your device.

Connect the Pocket Charger to a power outlet using the IQOS DUO USB power adapter and charging cable. Always use the accompanying power adapter and charging cable and regularly clean the contacts between your Holder and Pocket Charger.

While your Pocket Charger is charging, the lights in the charging bar pulsate. If your device is heavily discharged, it may take up to 20 minutes for charging to begin.

Start the Online Device Diagnostic Tool if the problem is not yet resolved.
IQOS ORIGINALS DUO in turquoise on a table

What do the LEDs on the IQOS ORIGINALS DUO mean?

Your device may be warning of an error.

Flashing red light on your IQOS ORIGINALS DUO:

  • The heater blade could be defective, check it. If it is broken, run an online device diagnostic.
  • Your Holder may not be sufficiently charged by your Pocket Charger. Always use the accompanying IQOS ORIGINALS DUO USB power adapter and charging cable and a power outlet. Regularly clean the contacts between the Holder and the Pocket Charger. Learn how to properly, charge your device and how to clean the contacts.
  • Your device may need to be reset. Make sure your Holder is in the Pocket Charger. Press the button on the Pocket Charger for 10 seconds. See the instructions for resetting your device.

Flashing white light on your IQOS ORIGINALS DUO:

  • Your device may be outside the recommended operating temperature (0°C to 50°C). Most likely, you will need to let it cool down or warm it up in your hands. If this does not solve the problem, run an online device diagnostic.

Read the article „What do the lights on my IQOS ORIGINALS DUO mean?“.
Turquoise IQOS ORIGINALS DUO Pocket Charger is being charged

Your IQOS ORIGINALS DUO takes too long to  fully charge?

Your device may simply not be charging sufficiently.

Always use the accompanying IQOS USB power supply and charging cable. This will ensure that your Pocket Charger charges in the allotted time. Refer to the instructions to learn how to charge your device.

Always keep the contacts between the Holder and the Pocket Charger clean. This will ensure that your Holder is charged quickly enough by the Pocket Charger.
IQOS ORIGINALS DUO in Turquoise nect to cleaning sticks and cleaning tool

Is the air not flowing through the device as it should?

Your IQOS ORIGINALS DUO Holder may need cleaning.

Allow your IQOS ORIGINALS DUO Holder to cool completely before starting to clean it (at least 30 seconds after last use).

Always use the associated IQOS 2in1 Cleaning Tool and IQOS Cleaning Sticks.

Avoid applying too much pressure and touching the heating blade.

Perform cleaning after each pack of HEETS tobacco sticks. Remember to replace the cap of the holder every 6 months.

Here you can learn how to clean your device properly.
Hands typing on laptop next to turquoise IQOS ORIGINALS DUO pocket charger.

Faster charging due to software update.

You didn’t find what you are looking for? Did you know?

Did you know? By regularly updating the software, you will maintain the performance of your device. It may also fix your device problem.

Learn more about updating software with the IQOS app.

That’s not all. There’s more useful information in our IQOS ORIGINALS DUO User Guide.

Our IQOS ORIGINALS DUO User Guide will let you delve deeper into how your device works and how to use it.

Download now

IQOS Originals Duo holder with HEETS stick and pocket charger in red color.

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Something we haven’t covered?

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