A close-up of two people, the man is reaching into his shirt pocket for his IQOS 3 device

Troubleshooting your IQOS 3

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

Device is not charging properly

Sometimes the problem can be a lack of battery power. Here’s how to check if your device is fully charged.

1. Press the button on your IQOS Pocket Charger for one second. Once pressed, you should see the lights turn on. But if not, don’t worry, press and hold the button again, though this time for four seconds.

2. Still not seeing any lights? Then you’ll need to charge your pocket charger using the IQOS AC Power Adapter and cable.

How to charge your IQOS

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.

Chat to our Customer care team now* and they’ll walk you through the steps needed to make sure you’re not without your IQOS device for long.

* Available Mon-Fri 8am-10pm or Weekends 10am-6pm.

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

Not sure what the status lights mean?

White light is good news, it indicates that your device is working or charging as expected. Any yellow, green, brown or red lights indicate that there is a device error.

Yellow, green or brown lights on your IQOS device means the tobacco residue located in the cap of the holder has made its way through to the device. Usage of IQOS cleaning tools will prevent this from happening, or, will help fix the problem.

There are two types of red lights you may come across. The first one is on your IQOS device, the second one is on your holder.

Flashing red light on your IQOS device indicates that you’ll need to reset your device. To reset your device, press and hold the button located on the pocket charger for 10 seconds. All lights will briefly turn on and blink white to indicate your device has been reset. If the problem persists, your IQOS device may be malfunctioning.

If your holder has a red blinking light this means either the heating blade is broken, or the holder has a malfunction.

Red solid light indicates that the holder needs to be placed inside the device to be charged.

If you need further help on any of this then Chat to our Customer care team now*

* Available Mon-Fri 8am -10pm or Weekends 10am -6pm

Device still won’t work?

If your IQOS device is fully charged, but still not working, then the next step is to reset it.

Press and hold the button on your charger 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.

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 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.

How to clean your IQOS

Is your IQOS 3 Holder not charging?

If your IQOS 3 Holder isn't charging properly, the connectors might need cleaning. Use your cleaning sticks to give the IQOS Holder connectors and IQOS Pocket Charger a clean, and you should see an improvement.