Man on a couch with his IQOS kit and the mobile in his hands

Troubleshooting your IQOS 3 DUOS

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

Woman holding her grey IQOS - IQOS charging slowly

Is your IQOS charging too slowly?

1. Make sure you’re using the official IQOS cable and AC power adaptor, as charging your IQOS from a computer USB port or using a third-party cable can be less effective.

2. If your IQOS 3 DUOS Pocket Charger is already fully charged when you connect it to a power supply, the status light may flash. This is normal. If your IQOS 3 DUOS Pocket Charger is completely out of battery,you might need to plug it in with the AC adaptor for up to 20 minutes before any status lights appear.

How to charge your IQOS

Are the status lights flashing?

1. Lights are blinking white twice: Your IQOS 3 DUOS might have a temperature issue. You may need to let it cool down or warm up in your hands. If that’s not the case, try inserting your IQOS 3 DUOS Holder into your Pocket Charger for auto-cleaning.

2. Lights are flashing red: Try resetting your device. If the flashing lights don’t stop, then get in touch with us so we can help.

Man with a gold IQOS Duo and a mobile in his hands

Resetting your IQOS 3 DUOS

If your IQOS 3 DUOS is charged but not working, you might need to reset it. Press the charger button until the lights fade, then release the button. All status lights will turn off, flash twice, then slowly reappear, to tell you the reset was successful.

Is air not flowing through device as it should?

Your IQOS 3 DUOS Holder might need a clean.

1. Wait for your device to cool down, before sliding the cap upwards to remove it.

2. Insert the IQOS cleaning tool and rotate gently. If you do this regularly, you’ll reduce any tobacco build-up.

3. As some parts of your device, including the heating chamber, can't be accessed with the cleaning tool, use your cleaning sticks instead. Use them gently to avoid breaking or damaging the blade.

How to clean your holder

Does your IQOS 3 have a broken blade or other physical damage?

Check to see if your IQOS 3 has a broken blade or any other physical damage. If it does, we are sorry that this happened to you. Please contact Customer Care and we will support you with this issue.

Sometimes the cleaning of the IQOS 3 Holder can damage the blade inside your IQOS 3 Holder. Be careful not exert force onto the blade when cleaning your IQOS 3 Holder. Also ensure you never twist your HEETS tobacco stick while it's in the holder. This movement can damage the heating blade and disrupt your IQOS experience.

That’s not all.

There’s more useful information in our IQOS 3 DUOS User Guide.

Our IQOS 3 DUOS User Guide will let you delve deeper into how your device works and what it can do.

Download IQOS 3 DUOS User Guide

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