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Get to know your IQOS device

The IQOS Holder and Pocket Charger are designed to be safe electronic devices, when you follow the instructions in the User Guide.  

They both comply with the EU consumer electronic safety requirements, shown by the “CE" (European Conformity) symbols on the packaging. You’ll find more details in the User Guide.

If your IQOS device isn’t working, you can reset it.

Still no luck? We’re here to help - get in touch with our Customer Support or ask for help at your nearest IQOS store.

Keep your IQOS device away from water, direct sunlight and heat.

We suggest you don’t leave your IQOS device for extended periods of time in a hot place, such as inside a car, as this could damage the battery or electronics inside.

IQOS devices and accessories are available in our stores. Click in the Stores section to find their location.
IQOS is an electronic device that heats tobacco instead of burning it. To start heating tobacco: The tobacco heatsticks must be inserted in the Holder, tobacco side down until the silver line. Make sure to never twist a tobacco heatstick in the holder, as this could damage the Heating Blade. Remember that the Holder must be charged. If it is an IQOS 3 DUO or IQOS 2.4 Plus, you can charge the Holder with the Charger. If it is an IQOS 3 MULTI, you can charge the device with the IQOS USB Cable and Power Adaptor. The experience will last around 6 minutes or 14 puffs. The tobacco is heated instead of burnt, so it does not produce ash. Once finished, lift the Cap before pulling out the tobacco heatstick. Do not twist.
Any white light indicates that the device performs various operations, like charging, re-initialization, ready to use, fully charged etc. Any red light indicates that there is a device error or device operates outside its operating temperature (0 - 50°C). Please, perform a reset of your device and try again. Still no luck? Please contact Customer Care at 0 800 814 814 all week.

Charging time may differ depending on IQOS versions**:

• IQOS 3 DUO: It takes approximately 120 minutes to fully charge the Charger. 
• IQOS 2.4 Plus: It takes approximately 120 minutes to fully charge the Charger
• IQOS MULTI: It takes approximately 75 minutes to fully charge the device

To charge IQOS you will need to use the IQOS USB Cable and the Power Adaptor provided with the device.  

** Charging time may depend on several factors such as: use, configuration of the device, life time of the battery and weather conditions.

Resetting your device is very simple:

IQOS 3 DUO: press and hold the Charger button for 10 seconds, then release.
IQOS 3 MULTI: press and hold the button for 10 seconds, then release.
IQOS 2.4 Plus: press and hold the on/off button together with Bluetooth button for 2 seconds, then release.

If the heating Blade is broken, the Holder cannot be used to heat the tobacco. If this happens, please contact an IQOS representative at 800 1 IQOS MX (800 1 476769).

You can easily clean your IQOS Holder & IQOS Cap in a few simple steps:

IQOS Holder:
Prepare: Wait for at least 30 seconds to cool down the blade; Remove the cap; Slide open your IQOS Cleaning Tool 
Insert: With a straight and gentle gesture, insert the IQOS Cleaning Tool until it touches the bottom of the heating chamber. Do not twist yet!
Clean: Without any further pushing pressure, gently twist IQOS Cleaning Tool 2-3 times. Stop twisting, and extract the Cleaning Tool straight from the Holder. Gently tap the Holder and the Cleaning Tool to remove the tobacco residuals.
Finalize: Use the IQOS Cleaning Stick as a finishing touch by inserting it straight along the chamber. Clean the area of the bottom of the heating chamber by half-arch, but not circular, movements. Remember to not push it or hit against the blade (do not attempt to clean the blade itself, but only the bottom of the heating chamber)                   

Clean the inside of the IQOS Cap from the top with the IQOS Cleaning Sticks.
Usage tips: Make sure you don’t accidentally start heating your device during cleaning (avoid pressing the Holder button)
Clean the Holder only with a clean and not damaged tool   Never use water to clean your IQOS Cleaning Tool or Holder. Avoid contact of IQOS Cleaning Tool or IQOS Cleaning Sticks.
Never use cleaning agents, solvents, chemicals, volatiles, compressed air or any liquids to clean the Holder, the Cap or the IQOS Cleaning Tool.
Do not attempt to clean the blade itself, but only the bottom of the heating chamber

To check the charge level of the IQOS 3 Duo Pocket Charger, press & release the Pocket Charger Button. The Pocket Charger Status light will turn ON for 3 sec to indicate battery status: 4 LEDs = more than 75% charged 1 LED  = low charge. Need to charge
Register your device and benefit from our services:
1. Click on the user icon on the top right.
2. Login or Register to your account.
3. Click on my devices tab.
4. Click on add a device button.
5. Scan or enter the device serial number and click submit.