If you have just unboxed your new IQOS and it is not turning on, please place the Holder in the Pocket Charger and fully charge (120 minutes) before the first usage for optimal battery performance, using the official IQOS (TM) AC Power Adaptor and Cable.
If it’s been a while since you last used your device, check to see if there is visible damage. If you don’t see any, try fully charging it and turning it on.
If you see a red light, reset your device. To reset IQOS ORIGINALS, press and hold the Pocket Charger Button for ten seconds, then release. The Battery Status light will fade in, flash twice and then slowly return to full brightness to confirm the reset.
If that doesn’t work, try our online diagnostic tool to see other recommendations or, if your device needs replacement, reach out to an IQOS Care Expert:
- Call or text our IQOS Care Expert
- Message our teams on our Facebook page
- Use the Chat feature on our website
The information provided is subject to terms and conditions.
