Troubleshoot your IQOS ORIGINALS ONE.

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 ONE in a few easy steps.

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IQOS Originals ONE heated tobacco device in turquoise on a table

The LEDs on your IQOS ORIGINALS ONE not lighting up?

Your device may simply be turned off or not charged.

Press the button on the IQOS ORIGINAL ONE for 10 seconds to reset your device and turn it on.


Only connect the device to a power outlet using the accompanying USB power supply and charging cable from the IQOS ORIGINALS ONE.


While your device is charging, the LEDs will pulse. See the video tutorial to learn more about your device's features.


Perform online device diagnostics if you need further assistance.

Man holding IQOS Originals One in slate

What do the LEDs on the IQOS ORIGINALS ONE mean?

Your device may be warning of an error. 

Flashing yellow light on your IQOS ORIGINALS ONE:

This means that your device is flat. You should charge your device. Only connect the device to a power outlet using the IQOS USB power adapter and charging cable. Watch the video tutorial to learn how to charge your device.


Flashing red light on your IQOS ORIGINALS ONE:

  • Your heater blade may be defective. Check the heater blade. If it is defective, perform an online device diagnosis.
  • Your device may need to be reset. Press the button on the unit for 10 seconds to reset it. If this does not resolve the issue, perform online device diagnostics.

Flashing white light on your IQOS ORIGINALS ONE:

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


For more information, see the article „What do the lights on my IQOS ORIGINALS ONE mean?“

IQOS Originals ONE in turquoise is being charges with a cable

Your IQOS ORIGINALS ONE taking too long to charge?

Your device may simply not be charging sufficiently.

Always use the accompanying IQOS USB power adapter and charging cable and plug it into a power outlet. This will ensure that your device charges in the allotted time. Refer to the instructions to learn how to charge your device.

Turquoise IQOS Originals ONE next to cleaning tool and cleaning sticks on a table

Air not flowing through the device as it should?

Your IQOS ORIGINALS ONE may need cleaning.

Allow your IQOS ORIGINALS ONE to cool down completely before you start cleaning it (at least 30 seconds after the last use).


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


Avoid applying too much pressure and touching the heating blade.


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


Here you will learn how to properly clean your device.

Hands holding a coffee cup and turquoise IQOS Originals ONE heated tobacco device.

We’re here for you.

Did you know?

You can order a device replacement yourself via our online device diagnostics. We help you step by step to identify your device problem. You will find out immediately whether you are eligible for an exchange. If so, we will organize it for you. Start the online device diagnosis now.

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

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

Download our IQOS ORIGINALS ONE User Guide

Hand holding a turquoise IQOS Originals One device

Something we haven’t covered?

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Something we haven’t covered?

There are several ways you can reach us.



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