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What do I do if I cannot insert the HEETS tobacco stick?

If you have difficulties inserting the HEETS tobacco sticks in the IQOS Holder, we advise you to first check whether: 

  • there is any tobacco residue left in the Holder 
  • the heating blade is cleaned regularly 
  • the Holder Cap is fully closed 

If none of the above solutions helps, consider the following options: 

  • Please contact Customer Care for assistance 
  • Visit the  nearest IQOS Store

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