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    • Shop
    • Shop all the range
    • IQOS ILUMA series
      • IQOS ILUMA series
      • IQOS ILUMA i PRIME Most refined and intelligent.
      • IQOS ILUMA i Familiar design. Enhanced experience.
      • IQOS ILUMA Prime Refined and advanced.
        The Design of the IQOS ILUMA Prime Jade Green Kit
      • IQOS ILUMA Effortless and enjoyable
      • IQOS ILUMA ONE Pocket-sized all-in-one
      • Discover IQOS ILUMA i
      • Discover IQOS ILUMA
      • IQOS ILUMA technology
      • TEREA flavours
      • IQOS ILUMA accessories
      • Compare IQOS ILUMA devices
      • Shop all the range
      Shop IQOS ILUMA i with the latest features: flexpuff, flexbattery, pause mode, and touchscreen
      New IQOS ILUMA i Your choice. Your pleasure. Curious? Shop now!
    • TEREA For IQOS ILUMA
    • BONDS by IQOS
      • BONDS by IQOS
      • BONDS by IQOS Innovation meets style
        BONDS device
      • Discover BONDS
      Side banner for the new BONDS by IQOS heated tobacco device only used for BLENDS A.
      Shop now
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  • Discover IQOS What is IQOS?
    • Discover IQOS
    • Discover IQOS What is IQOS?
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    • Benefits of IQOS Key reasons to switch
    • Stay Curious Ready to flavor your world?
    • Backed by science Discover the science
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    • IQOS Stories
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562C2D68-971C-429B-AA1D-B87DA05127F8

Lights not turning on

    Let’s identify the right device part that is causing the issue

    1. Place the holder inside the pocket charger. Ensure to place it correctly.

    ● Metal connector of the holder should be at the bottom of the pocket charger.

    2. Briefly press and release the pocket charger button and observe which option you are seeing from the below;

    ● Option A: No lights turning ON. This means your pocket charger may have an issue.

    ● Option B: The pocket charger (strip lights) are briefly turning ON, the holder status (rounded lights) are OFF. This means your pocket charger is working, but holder is still not.

After these steps, please choose the suitable option from below
Option A Option B

No lights on the pocket charger

    Your device might be OFF

    1. Keep the holder inside the pocket charger. Ensure to place it correctly.

    ● Metal connector of the holder should be at the bottom of the pocket charger.

    2. Press the pocket charger button for 4 seconds to turn your device ON. Remember, the same action applies to turn it OFF as well. Turning OFF the pocket charger will also turn OFF the holder.

    3. Watch the tutorial for “Get to know your IQOS ORIGINALS DUO”

After these steps, is your device back on working?
Yes No

Issue Resolved

    Congratulations! We are happy that you can now continue enjoying IQOS.

    1. If you need any further support on your device, you can also visit our FAQs

    2. We are frequently introducing new product and accessories. See what’s new by visiting our online store or at one of our retail stores

    IQOS CUSTOMER CARE

FINISH

No lights on the pocket charger

    Your pocket charger might be discharged

    1. Ensure the optimal charging for your device;

    ● Use official IQOS power adaptor and cable. Unofficial ones may interrupt the charging.

    ● Refrain from charging with a laptop. This may also interrupt the charging

    ● Watch the video “How to charge your IQOS ORIGINALS DUO”

    2. Place the holder back inside the pocket charger. Ensure to place it correctly.

    ● Metal connector of the holder should be at the bottom of the pocket charger.

    3. Plug the pocket charger into a wall power outlet

    ● While the pocket charger is being charged, strip lights will be pulsing.

    ● Seeing a light on a deeply discharged pocket charger may take up to 20 minutes. See the demonstration.

After these steps, did your pocket charger start to be charged?
Yes No

Issue Resolved

    Congratulations! We are happy that you can now continue enjoying IQOS.

    1. If you need any further support on your device, you can also visit our FAQs

    2. We are frequently introducing new product and accessories. See what’s new by visiting our online store or at one of our retail stores

    IQOS CUSTOMER CARE

FINISH

Let’s diagnose your pocket charger!

    For being able to diagnose and to replace the correct device part (if eligible), please visit “my devices” section, choose your respective “POCKET CHARGER”, and proceed with pocket charger diagnostics.

    IQOS CUSTOMER CARE

FINISH

Pocket charger ON, holder status OFF

    Your holder might not be getting charge from your pocket charger

    1. Ensure the optimal charging for your device;

    ● Use official IQOS power adaptor and cable. Unofficial ones may interrupt the charging.

    ● Refrain from charging with a laptop. This may also interrupt the charging.

    ● Watch the video “How to charge your IQOS ORIGINALS DUO”

    ● Clean the contacts between pocket charger and holder.

    ● See the demonstration or watch the tutorial for “How to clean the contacts”

    2. Place the holder back inside the pocket charger. Ensure to place it correctly.

    ● Metal connector of the holder should be at the bottom of the pocket charger.

    3. Perform RESET for your device;

    i. Press the pocket charger button for 10 seconds. Keep it pressed while all the lights dim out.

    ii. The RESET will be confirmed when all the lights briefly blinks white. 

    4. Press and release briefly the pocket charger button. Check the rounded lights on your pocket charger;

    a. Rounded lights pulsing or stationary white. This means your holder is back ON.

    b. Rounded lights are OFF. This means your holder is still OFF

After these steps, did your holder status lights turn ON?
Yes No

Issue Resolved

    Congratulations! We are happy that you can now continue enjoying IQOS.

    1. If you need any further support on your device, you can also visit our FAQs

    2. We are frequently introducing new product and accessories. See what’s new by visiting our online store or at one of our retail stores

    IQOS CUSTOMER CARE

FINISH

Firmware of your holder may be outdated!

    A firmware update may resolve your issue!

    ● As every electronic device, IQOS is also built from two core elements – physical device items and the digital working instructions, called as firmware.

    ● Firmware of your holder and pocket charger can be regularly updated for maintenance and improvement of your device performance.

    ● Firmware update can be done through IQOS App or visiting an IQOS Store.

    ● IQOS App is available both for desktop and mobile devices.

    ● Watch the tutorial on “How to update the firmware”

    After this information, how would you like to proceed:

    ● Option A - Visit firmware update page

    ● Option B - Do not update the firmware

Please select one of the following options
Option A Option B

Visit Get Support Page!

    Within “Get Support” page, you can find useful tip and tricks, firmware update and more information about your device usage and maintenance. Visit get support page!

    IQOS CUSTOMER CARE

FINISH

If your device is eligible, we will place a replacement order for you!

    If you proceed with eligibility check, you will not be able to return to the device diagnostics

Would you like to continue with an eligibility check?
START

Blinking red light

    Your holder’s heating blade might be broken

    1. Remove the holder cap completely.

    2. Visually check the heating blade to see if it is broken

     

Is your heating blade broken?
Yes No

If your device is eligible, we will place a replacement order for you!

    If you proceed with eligibility check, you will not be able to return to the device diagnostics

Would you like to continue with an eligibility check?
START

Blinking red light

    Your holder’s software might need a RESET

    1. Place the holder back inside the pocket charger. Ensure to place it correctly.

    ● Metal connector of the holder should be at the bottom of the pocket charger.

    2. Perform RESET for your device;

    i. Press the pocket charger button for 10 seconds. Keep it pressed while all the lights dim out.

    ii. The RESET will be confirmed when all the lights briefly blinks white.

After these steps, is your holder working?
Yes No

Issue Resolved

    Congratulations! We are happy that you can now continue enjoying IQOS.

    1. If you need any further support on your device, you can also visit our FAQs

    2. We are frequently introducing new product and accessories. See what’s new by visiting our online store or at one of our retail stores

    IQOS CUSTOMER CARE

FINISH

If your device is eligible, we will place a replacement order for you!

    If you proceed with eligibility check, you will not be able to return to the device diagnostics

Would you like to continue with an eligibility check?
START

Blinking white light

    Your holder might have been exposed to outside of operating temperature

    ● Your IQOS Holder is designed to operate between 0°C and 50°C

    ● When it is exposed to too cold or too warm temperatures, you may need to let it cool down or warm it up in your pocket.

Was your IQOS exposed to too cold or too warm temperature?
Yes No

Issue Resolved

    Congratulations! We are happy that you can now continue enjoying IQOS.

    1. If you need any further support on your device, you can also visit our FAQs

    2. We are frequently introducing new product and accessories. See what’s new by visiting our online store or at one of our retail stores

    IQOS CUSTOMER CARE

FINISH

Blinking white light

    Your holder self cleaning status might be in due, while the door of pocket charger left opened

    ● IQOS ORIGINALS DUO device have a self-cleaning process which automatically happens when the holder is inside the pocket charger

    ● When the pocket charger door left unclosed with the holder inside, this process cannot happen. Therefore, your holder gives this error when it is overdue

    ● While the holder is inside, always close the pocket charger door

    ● Please follow the below steps to resolve this error

    1. Take the holder out of pocket charger and place it back again

    2. Close the pocket charger door and wait for the holder to be fully charged

    3. Perform RESET for your device;

    i. Press the pocket charger button for 10 seconds. Keep it pressed while all the lights dim out.

    ii. The RESET will be confirmed when all the lights briefly blinks white.

After these steps, is your holder working?
Yes No

Issue Resolved

    Congratulations! We are happy that you can now continue enjoying IQOS.

    1. If you need any further support on your device, you can also visit our FAQs

    2. We are frequently introducing new product and accessories. See what’s new by visiting our online store or at one of our retail stores

    IQOS CUSTOMER CARE

FINISH

If your device is eligible, we will place a replcacement order for you!

    If you proceed with eligibility check, you will not be able to return to the device diagnostics

Would you like to continue with an eligibility check?
START

2nd light does not turn on and 2nd experience is missing

    Your holder might have not completed the charge for 2nd experience

    1. Give sufficient time to the holder to be fully charged. Both LEDs on your holder must light up with a short press. See the demonstration.

    2. Make sure your pocket charger is charged enough in order to fully charge the holder

    3. Ensure the optimal charging for your device;

    ● Use official IQOS power adaptor and cable. Unofficial ones may interrupt the charging.

    ● Refrain from charging with a laptop. This may also interrupt the charging.

    ● Watch the video “How to charge your IQOS ORIGINALS DUO”

    ● Clean the contacts between pocket charger and holder.

    ● See the demonstration or watch the tutorial for “How to clean the contacts”

After these steps, were you able to charge your holder for 2nd experience?
Yes No

Issue Resolved

    Congratulations! We are happy that you can now continue enjoying IQOS.

    1. If you need any further support on your device, you can also visit our FAQs

    2. We are frequently introducing new product and accessories. See what’s new by visiting our online store or at one of our retail stores

    IQOS CUSTOMER CARE

FINISH

Firmware of your holder may be outdated!

    A firmware update may resolve your issue!

    ● As every electronic device, IQOS is also built from two core elements – physical device items and the digital working instructions, called as firmware.

    ● Firmware of your holder and pocket charger can be regularly updated for maintenance and improvement of your device performance.

    ● Firmware update can be done through IQOS App or visiting an IQOS Store.

    ● IQOS App is available both for desktop and mobile devices.

    ● Watch the tutorial on “How to update the firmware”

    After this information, how would you like to proceed:

    ● Option A - Visit firmware update page

    ● Option B - Do not update the firmware

Please select one of the following options
Option A Option B

Visit Get Support Page!

    Within “Get Support” page, you can find useful tip and tricks, firmware update and more information about your device usage and maintenance. Visit get support page!

    IQOS CUSTOMER CARE

FINISH

If your device is eligible, we will place a replacement order for you!

    If you proceed with eligibility check, you will not be able to return to the device diagnostics

Would you like to continue with an eligibility check?
START

Having a fully charged holder takes more than 10 mins

    Your holder might not be getting sufficient charge from your pocket charger

    1. Ensure the optimal charging for your device;

    ● Use official IQOS power adaptor and cable. Unofficial ones may interrupt the charging.

    ● Refrain from charging with a laptop. This may also interrupt the charging.

    ● Watch the video “How to charge your IQOS ORIGINALS DUO”

    ● Clean the contacts between pocket charger and holder.

    ● See the demonstration or watch the tutorial for “How to clean the contacts”

After these steps, were you able to charge your holder fully?
Yes No

Issue Resolved

    Congratulations! We are happy that you can now continue enjoying IQOS.

    1. If you need any further support on your device, you can also visit our FAQs

    2. We are frequently introducing new product and accessories. See what’s new by visiting our online store or at one of our retail stores

    IQOS CUSTOMER CARE

FINISH

Firmware of your holder may be outdated!

    A firmware update may resolve your issue!

    ● As every electronic device, IQOS is also built from two core elements – physical device items and the digital working instructions, called as firmware.

    ● Firmware of your holder and pocket charger can be regularly updated for maintenance and improvement of your device performance.

    ● Firmware update can be done through IQOS App or visiting an IQOS Store.

    ● IQOS App is available both for desktop and mobile devices.

    ● Watch the tutorial on “How to update the firmware”

    After this information, how would you like to proceed:

    ● Option A - Visit firmware update page

    ● Option B - Do not update the firmware

Please select one of the following options
Option A Option B

Visit Get Support Page!

    Within “Get Support” page, you can find useful tip and tricks, firmware update and more information about your device usage and maintenance. Visit get support page!

    IQOS CUSTOMER CARE

FINISH

If your device is eligible, we will place a replacement order for you!

    If you proceed with eligibility check, you will not be able to return to the device diagnostics

Would you like to continue with an eligibility check?
START

Broken heating blade

    Accidents can happen. We will support you!

    ● Most of the cases of a broken heating blade happen due to;

    ● Exerting stress to the blade while cleaning the holder

    ● Twisting the tobacco stick in the holder

    ● Incorrect insertion of the cap to the holder

    ● See the demonstration for the tips to avoid breaking the heating blade

    ● Through the accidental damage coverage offered by myIQOS, we may replace your IQOS holder with no cost.

Find out below to see your eligibility!
Display eligibility

If your device is eligible, we will place a replacement order for you!

    If you proceed with eligibility check, you will not be able to return to the device diagnostics

Would you like to continue with an eligibility check?
START

Problem inserting tobacco stick

    There might be remaining tobacco inside your holder from the previous experience

    ● After using a tobacco stick, some tobacco residues may remain in the holder causing insertion issues. See the demonstration.

    ● This usually happens when the holder cap is not pulled up before removing the used tobacco stick.

    ● In order to remove it, follow the below steps;

    1. Remove the cap from the holder by sliding it up.

    2. Gently tap the cap to the table. Use an IQOS cleaning stick and sweep the interior of the cap to remove the last bits of tobacco.

    3. Apply the same process with the holder. Refrain from exerting stress to the blade

    4. Insert the cap back to the holder correctly.

    ● Watch the tutorial to learn more details on how to clean your IQOS ORIGINALS DUO

Visit “Get Support” section to learn further tips about the maintenance of your device.
Learn more

Visit Get Support Page!

    Within “Get Support” page, you can find useful tip and tricks, firmware update and more information about your device usage and maintenance. Visit get support page!

    IQOS CUSTOMER CARE

FINISH

Holder does not provide enough aerosol

    It might be the time to clean your holder!

    ● This may occur due to insufficient cleaning. In additional to the surrounding of your heating blade, you should clean the holder’s cap as well.

    ● This will allow the aerosol to flow properly. Also, you should replace your holder cap every 6 months

    ● Follow the below steps to clean your holder;

    1. Ensure to let your holder fully cool down before you start cleaning (at least 30 seconds after the last use)

    2. Slide the holder cap off and tap out any loose tobacco.

    3. Open the rotating head of the cleaning tool and insert without twisting. Gently rotate three times and remove without twisting. Gently tap your holder again for any remaining residue

    4. Open the sweeping head of the cleaning tool and align the position to the holder and the heating blade. Insert smoothly without twisting. Move sideways from left to right to remove the residue around the blade. Gently tap your holder again for any remaining residue.

    5. Use cleaning sticks to clean inside the holder without touching the heating blade. Clean also the inside of the holder cap from the bottom and the top.

    6. Refrain from applying too much pressure and touching the heating blade.

    7. Clean after each pack of the tobacco sticks to save the taste you like

    8. Watch the tutorial to learn more details on how to clean your IQOS ORIGINALS DUO

Visit “Get Support” section to learn further tips about the maintenance of your device.
Learn more

Visit Get Support Page!

    Within “Get Support” page, you can find useful tip and tricks, firmware update and more information about your device usage and maintenance. Visit get support page!

    IQOS CUSTOMER CARE

FINISH

Physical Damage

    We are sorry your IQOS holder got damaged.

Are you still able to use it with this physical damage? For example; can your holder still heat the tobacco sticks?
Yes No

Not Covered

    Cosmetic damages (such as scratches, dents, broken plastic, hairline cracks, discoloration), damage or failure caused by normal wear and tear of your device are excluded from voluntary warranty and myIQOS accidental damage coverage

    Our online store offers a wide range of accessories that could help you minimize the impact of the cosmetic damage.

    If you wish to reach a customer service representative, visit “contact us” page to choose the channel of your preference.

    IQOS CUSTOMER CARE

FINISH

If your device is eligible, we will place a replacement order for you!

    If you proceed with eligibility check, you will not be able to return to the device diagnostics

Would you like to continue with an eligibility check?
START

I couldn’t find my issue amongst these options

    When your IQOS is not functioning as expected, usually some generic steps help to resolve the issue. Let’s start with RESET

    1. Place the holder inside the pocket charger. Ensure to place it correctly.

    ● Metal connector of the holder should be at the bottom of the pocket charger.

    2. Perform RESET for your device;

    i. Press the pocket charger button for 10 seconds. Keep it pressed while all the lights dim out.

    ii. The RESET will be confirmed when all the lights briefly blinks white.

After the RESET, is your issue resolved?
Yes No

Issue Resolved

    Congratulations! We are happy that you can now continue enjoying IQOS.

    1. If you need any further support on your device, you can also visit our FAQs

    2. We are frequently introducing new product and accessories. See what’s new by visiting our online store or at one of our retail stores

    IQOS CUSTOMER CARE

FINISH

I couldn’t find my issue amongst these options

    A thorough cleaning of your device may help!

    1. Perform cleaning for your device

    ● Always use IQOS original cleaning tool and sticks

    ● Clean your holder, holder cap, and connectors between your holder and the pocket charger

    ● Change your holder cap every 6 months

    ● Watch the tutorials for “How to clean the holder” and “How to clean the connectors”

After the cleaning, is your issue resolved?
Yes No

Issue Resolved

    Congratulations! We are happy that you can now continue enjoying IQOS.

    1. If you need any further support on your device, you can also visit our FAQs

    2. We are frequently introducing new product and accessories. See what’s new by visiting our online store or at one of our retail stores

    IQOS CUSTOMER CARE

FINISH

I couldn’t find my issue amongst these options

    Your issue might have been caused by charging.

    1. Ensure the optimal charging for your device;

    ● Use official IQOS power adaptor and cable. Unofficial ones may interrupt the charging.

    ● Refrain from charging with a laptop. This may also interrupt the charging.

    ● Watch the video “How to charge your IQOS ORIGINALS DUO”

After using official power adaptor and cable, is your issue resolved?
Yes No

Issue Resolved

    Congratulations! We are happy that you can now continue enjoying IQOS.

    1. If you need any further support on your device, you can also visit our FAQs

    2. We are frequently introducing new product and accessories. See what’s new by visiting our online store or at one of our retail stores

    IQOS CUSTOMER CARE

FINISH

Firmware of your holder may be outdated!

    A firmware update may resolve your issue!

    ● As every electronic device, IQOS is also built from two core elements – physical device items and the digital working instructions, called as firmware.

    ● Firmware of your holder and pocket charger can be regularly updated for maintenance and improvement of your device performance.

    ● Firmware update can be done through IQOS App or visiting an IQOS Store.

    ● IQOS App is available both for desktop and mobile devices.

    ● Watch the tutorial on “How to update the firmware”

    After this information, how would you like to proceed:

    ● Option A - Visit firmware update page

    ● Option B - Do not update the firmware

Please select one of the following options
Option A Option B

Visit Get Support Page!

    Within “Get Support” page, you can find useful tip and tricks, firmware update and more information about your device usage and maintenance. Visit get support page!

    IQOS CUSTOMER CARE

FINISH

If your device is eligible, we will place a replacement order for you!

    If you proceed with eligibility check, you will not be able to return to the device diagnostics

Would you like to continue with an eligibility check?
START

Duration of 2nd experience is less than what it is designed for

    [Knowledge only, NOT to communicate]

    A- Customer’s holder battery capacity might be degraded by time – which is normally out of warranty OR

    B- The device might need a firmware update

    COMMUNICATE:

    ● The holder is designed to provide you 2 experiences, each have up to 6 mins and/or 14 puffs whichever comes first

    CONFIRM OR TEST TOGETHER WITH THE CONSUMER:

    1. Advice the customer to use the holder and holder cap fully cleaned. Watch the tutorials for “How to clean the holder”

    2. Check if it happens once or intermittently. If this was the case, it’s likely to be an issue with the consumable and not the device. Heat sticks may or may not leave a stain once they have been used / No stain mark is not a sign the tobacco was not heated properly.

    3. Advice to test the puffs and inhalation duration.

    4. Advice to keep the track of the time passed and the puffs while taking this test. The time it takes for the device on the initial heating (~ 20 seconds) is also considered to be part of the 6 minutes.

    5. Does it deliver 2 experiences with 14 puffs OR 2 experiences with 1st one is around 6 minutes and 2nd one is at least between 4:30 – 6 minutes?

    DECIDE:

    ● According to the above steps and the consumer’s claim, make the decision;

    • Option A: Inhalation delivery duration and puffs are within acceptable limits, therefore, DO NOT replace. [I confirm that there is no need of replacement]

    • Option B: Inhalation delivery duration and puffs are out of acceptable limits. Proceed with the next step communication [There might be a need of holder replacement]

Please select one of the following options
Option A Option B

Issue Resolved

    Congratulations! We are happy that you can now continue enjoying IQOS.

    1. If you need any further support on your device, you can also visit our FAQs

    2. We are frequently introducing new product and accessories. See what’s new by visiting our online store or at one of our retail stores

    IQOS CUSTOMER CARE

FINISH

Firmware of the customer’s holder may be outdated!

    A firmware update may resolve the issue!

    COMMUNICATE

    ● As every electronic device, IQOS is also built from two core elements – physical device items and the digital working instructions, called as firmware.

    ● Firmware of your holder and pocket charger can be regularly updated for maintenance and improvement of your device performance.

    ● Firmware update can be done through IQOS App or visiting an IQOS Store.

    ● IQOS App is available both for desktop and mobile devices. 

Please select one of the following options
Option A Option B

Issue Resolved

    Congratulations! We are happy that you can now continue enjoying IQOS.

    1. If you need any further support on your device, you can also visit our FAQs

    2. We are frequently introducing new product and accessories. See what’s new by visiting our online store or at one of our retail stores

    IQOS CUSTOMER CARE

FINISH

Duration of 2nd experience is less than what it is designed for

    Customer’s holder battery capacity might be degraded by time – which is normally out of warranty

    COMMUNICATE:

    ● As any other electronic devices, the battery performance of the holder reduces over time. This is a normal situation for a battery performance on electronics.

    ● The reduced battery performance may affect the duration of the 2nd experience

    ● According to the electronics industry standards and our warranty terms, battery degradations are out of warranty.

    ● However, our customer’s satisfaction is our top priority.

    ● Let’s check if your device is still under warranty, if so, we may have the possibility to replace your holder.

Find out below to see the eligibility!
Dsiplay eligibility

If your device is eligible, we will place a replacement order for you!

    If you proceed with eligibility check, you will not be able to return to the device diagnostics

Would you like to continue with an eligibility check?
START

Great!

Enjoy using your IQOS

DONE


This product is not risk-free and provides nicotine, which is addictive. Only for use by adults (21+). 
Prohibited from selling and giving to persons under 21 years of age and pregnant women.
 

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