Frequently Asked Questions
If your IQOS ORIGINALS is not performing optimally, it may be time for a cleaning. Bring your IQOS ORIGINALS into your nearest IQOS store for a Complete Service.
We’ll give your IQOS device a professional check-up to make sure it’s functioning as it should be, with a software upgrade if it needs it.
We will test device capability to deliver the aerosol with each puff, clean the device charger and holder, including the blade and the cap, remove any tobacco residue to improve the airflow and heating process for a satisfying experience.
It takes 30 minutes.
It is recommended that you change the cap of IQOS ORIGINALS DUO holder every 6 months with a new one. This will help you to keep the optimal heated tobacco experience that you like
A Complete Service is available at no cost for all IQOS users.
You get the best IQOS taste experience when your device is clean. Remove the tobacco residue in your cap and holder regularly to ensure optimal aerosol flow and minimise residue smell.
Clean your IQOS device regularly after 20 HEETS usage using cleaning sticks.
You will get the most of your IQOS devices’ battery and an optimal performance from your IQOS when using the IQOS originals cable and adapter.
The IQOS charger’s wattage is different to what other chargers provide. You will get the most of your IQOS devices’ battery and an optimal performance from your IQOS when using the IQOS originals cable and adapter.
When it comes to the efficiency and performance of your IQOS device, it is the technology that counts. Regular firmware upgrades ensure an optimal device performance, and to ensure that your device continues to charge correctly. Visit an IQOS Experiential Space and we will be happy to help you.
Giving your IQOS device some attention will keep it in optimal condition for longer. Here are some tips for keeping things running smoothly.
1. Clean your IQOS device regularly and use our Complete service for a professional maintenance in store.
2. Change your holder cap every six months, or when puffs are less satisfying than your first uses.
3. Keep your IQOS device firmware up to date for best performance.
4. Charge your IQOS device with the original charging cables and adapters.
A comprehensive IQOS device maintenance service carried out by an IQOS expert or coach. It is designed to help you keep your IQOS 3 DUO running to its full potential. Every check-up is carried out to ensure you get the best possible IQOS experience and a satisfying tobacco taste.
Complete Service is available to all registered adult IQOS 3 DUO users, including devices that are out of warranty.
Simply bring your device with you to any IQOS Experiential Space and our experts will give your device a complete checkup. If you prefer, the service is also available from the comfort of your home. You can easily make an appointment at a time that suits you best on iqos.com. An IQOS coach will perform the Complete service at your convenience.
You can use the service as often as you would like. Regularly cleaning and maintaining your IQOS 3 DUO device helps keep it in optimal condition for longer. We recommend to use this service every 3 to 6 months.
Complete service takes no more than 30 minutes whether delivered in IQOS Experience Spaces or at home.
Before visiting your nearest IQOS Experience Space, you can quickly evaluate the issue by using the IQOS self-diagnostic tool via iqos.com. The tool will advise you on the next steps to take. If it can be resolved during a Complete service an IQOS expert will be sure to help you after they perform the initial check-up. For example, many common issues can be fixed through a firmware upgrade and even cleaning which can be performed as part of Complete service.
We recognise our responsibility to reduce our impact on the environment and promote responsible recycling of used devices.
We are working to reduce environmental impact through the following initiatives:
• Run Circular Programmes - device collection & recycling
• Support you on device care to prolong device longevity
Our Device Circular Program me enables the return of old IQOS devices for recycling. Over 80% of the device is recycled.
Device Circular Programme enables you to return your old IQOS device and electronic IQOS accessories so that we can recycle* them.
Returning your device is easy. Simply drop it off the next time you are in the IQOS store.
You can return the following IQOS devices and electronic IQOS accessories:
• IQOS ORIGINALS DUO
• IQOS ORIGINALS ONE
• IQOS™ 3 DUO
• IQOS™ 3 MULTI
• IQOS™ 2.4
• IQOS™ 2.4 Plus
• IQOS USB charging cable
• IQOS AC Power Adaptor
• IQOS™ 2.4 Plus Single Charging Dock
• IQOS™ 2.4 Plus Double Charging Dock
• IQOS™ 3 MULTI Charging Dock
• IQOS™ Car Charger
*Over 80% of the device is recycled.
No. The old IQOS device is immediately sent for recycling to reduce environmental impact and cannot be returned to the customer under any circumstance.
If your IQOS heating blade is broken, we can replace the component at no cost, provided the device is in warranty and you have not had any damage replacements yet.
You can do an eligibility check by visiting our self-diagnostic tool.
What to do to avoid breaking the blade in the future?
Accidents happen! Here are tips to avoid breaking the blade in the future:
• Do not exert stress to the blade while cleaning the holder.
Visit our troubleshooting page to learn more about cleaning and HEETS tobacco sticks. If you need a helping hand to get to know IQOS, visit your nearest IQOS kiosk for support.
Relevant information:
1. IQOS troubleshooting page: https://www.iqos.com/za/en/myiqos/support/troubleshooting-originals-duo
2. What do lights mean on my IQOS? Troubleshooting IQOS ORIGINALS DUO (former IQOS 3 DUO) | IQOS Support | IQOS South Africa
3. How to charge my IQOS? https://www.iqos.com/za/en/myiqos/support/first-steps-iqos-originals-duo
4. How to contact IQOS? https://www.iqos.com/za/en/myiqos#getsupport
5. IQOS warranty and replacements: IQOS devices have a 12-month warranty period. The warranty is activated when you register the new device on IQOS.com. A damaged device can be replaced if it is withing the warranty period. However, this would be subject to the fault on the device.
Call our Customer Care team at 0800 043 387 for more information.
Your IQOS device is designed to provide a session that lasts up to 6 mins and/or 14 puffs whichever comes first but the exact duration of a session differs for each adult individual consumer. You can follow these steps to make sure your session last longer and you enjoy your experience with IQOS:
• Let the device heat up for 20 second to allow for aerosol creation.
• Ensure that there are intervals (time) between puffs. Leaving time between puffs allows the Holder to properly heat the tobacco and generate aerosol.
• Check whether the consumable was not accidentally used twice.
• Your device could require a software update. Click on the following link to complete your software update: Connect your IQOS device (iqos-firmware-upgrade-app.com)
A good cleaning of the device always helps to get the best out of your IQOS experience: Watch our how to video on the get support page to learn more.
If your IQOS ORIGINALS is not performing optimally, it may be time for your device to be cleaned. Cleaning can be quick and easy using the dual cleaning tool and cleaning sticks.
If this does not help, it could be that your cap needs to be replaced. Bring your IQOS into your nearest IQOS store for them to run a full diagnostic on the device at no cost. Click here to find the nearest store
How do I remove the tobacco stuck in the IQOS heater?
To remove the tobacco stuck in the IQOS heater, please follow these steps:
• Let your device cool down for at least 30 seconds.
• Gently tap the device on a hard surface to dislodge the blockage.
• Use the dual cleaning tool to remove any residue from the base of the blade and the heating chamber.
• Use cleaning sticks to remove any last bits of tobacco.
• Find the details on how to clean your device on our troubleshooting page (Troubleshooting IQOS ORIGINALS DUO (former IQOS 3 DUO) | IQOS Support | IQOS South Africa)
This usually happens when the holder cap is not pulled up before you remove the used tobacco stick. You might need to clean your device and remove the tobacco residue stuck around the blade to resolve the issue.
To remove the tobacco residue, follow the below steps.
• Remove the cap from the holder by sliding it up.
• 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.
• Apply the same process with the holder. Refrain from exerting stress to the blade.
• Insert the cap back to the holder correctly.
Watch the tutorial to learn more details on how to clean your IQOS device on our get support page.
If the cap on the pocket charger doesn’t close, please follow these steps to clean your device:
• Always use an original IQOS 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 to learn how to clean your device on our get support
• Watch the video here: https://www.iqos.com/za/en/myiqos#getsupport
If your IQOS is not charging, there are a few steps you can follow to solve your charging issue:
• Check the charging port for dirt. If there is any blockage, remove the dirt by gently blowing from a distance.
• Ensure that you plug the pocket charger into a wall power outlet with a working power adaptor and cable.
• Always use an original IQOS power adaptor and cable. Other chargers may compromise the device’s performance and offer an unsatisfactory IQOS experience.
• Refrain from charging your device with a laptop. This may interrupt the charging.
• While your device is charging, the lights will pulse. Please note, it may take up to 20 minutes of charging to see a light on a depleted device.
• Ensure that you use the charging adaptor and cable that came with the device for an optimal charge.
If after these steps your IQOS device is still not charging, watch the How to Charge your IQOS video on our troubleshooting page to learn more about your device and its charging.
If the problem persists, please visit your nearest IQOS store or contact our Customer Care team
If your Pocket Charger is not working, there are few steps you can follow to solve your issue and ensure the optimal charging of your device:
• Check the device charging port for any dirt. If there is any blockage, remove the dirt by gently blowing from a distance.
• Ensure that you plug the pocket charger into a wall power outlet with a working power adaptor and cable.
• Always use an original IQOS power adaptor and cable. Other chargers may compromise the device’s performance and offer an unsatisfactory IQOS experience.
• Refrain from charging your device with a laptop. This may interrupt the charging.
• Clean the contacts between pocket charger and holder.
• 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.
• While your device is charging, the lights will pulse. Please note, it may take up to 20 minutes of charging to see a light on a depleted device.
• Remove fluff or any residue in the touch points of the pocket charger to ensure there is no blockage.
If your IQOS device is still not charging after these steps, watch the How to Charge your IQOS video on our troubleshooting page.
If the problem persists, please visit your nearest IQOS store or contact our Customer Care team.
Relevant information:
• How to contact IQOS https://www.iqos.com/za/en/myiqos#getsupport
• Red light on device IQOS ORIGINALS DUO (former IQOS 3 DUO) | IQOS Support | IQOS South Africa
• Complete a software reset on your device by inserting your holder into the pocket charger. Hold down the power button for 10-12 seconds. The lights should turn off and then back on followed by two flashes to confirm the reset was successful.