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;

a. 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.

b. No lights turning ON. This means your pocket charger may have an issue.

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”

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

[Markets to adjust from the below CTAs]

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

[Option 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

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. 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.

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

[Markets to adjust from the below CTAs]

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

[Option 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

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

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.

iii. See the demonstration or watch the tutorial for “How to RESET”.

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

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

[Markets to adjust from the below CTAs]

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

[Option 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

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 www.iqos.com. Simply login to your account, then go to your registered device, and then update the firmware. For details, visit our IQOS.com FAQ on Firmware Upgrade. You may also visit the IQOS store nearest you for a free firmware upgrade.

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

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

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

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.

iii. See the demonstration or watch the tutorial for “How to RESET”.

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

[Markets to adjust from the below CTAs]

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

[Option 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

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.

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

[Markets to adjust from the below CTAs]

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

[Option 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

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.

iii. See the demonstration or watch the tutorial for “How to RESET”.

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

[Markets to adjust from the below CTAs]

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

[Option 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

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” 

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

[Markets to adjust from the below CTAs]

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

[Option 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

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.

● [Markets to adapt] Firmware update can be done through IQOS App or visiting an IQOS Store.

● [Markets to adapt] IQOS App is available both for desktop and mobile devices.

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

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

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” 

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

[Markets to adjust from the below CTAs]

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

[Option 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

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.

● [Markets to adapt] Firmware update can be done through IQOS App or visiting an IQOS Store.

● [Markets to adapt] IQOS App is available both for desktop and mobile devices.

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

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

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.  

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

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

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

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

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

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.

iii. See the demonstration or watch the tutorial for “How to RESET”.

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

[Markets to adjust from the below CTAs]

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

[Option 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

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”

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

[Markets to adjust from the below CTAs]

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

[Option 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

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”

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

[Markets to adjust from the below CTAs]

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

[Option 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

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.

● [Markets to adapt] Firmware update can be done through IQOS App or visiting an IQOS Store.

● [Markets to adapt] IQOS App is available both for desktop and mobile devices.

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

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

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;

a. Inhalation delivery duration and puffs are within acceptable limits, therefore, DO NOT replace.

b. Inhalation delivery duration and puffs are out of acceptable limits. Proceed with the next step communication

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

[Markets to adjust from the below CTAs]

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

[Option 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

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.

● [Markets to adapt] Firmware update can be done through IQOS App or visiting an IQOS Store.

● [Markets to adapt] IQOS App is available both for desktop and mobile devices. 

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

[Markets to adjust from the below CTAs]

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

[Option 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

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.