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The app to personalise your IQOS experience
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All you need to know
What is IQOS?
Key reasons to switch to IQOS
Real tobacco, real progress
The science behind IQOS
Recycling program by IQOS

Try IQOS for free
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Care and privileges
Care and privileges
Free of charge, no obligation
Your tobacco sticks automatically delivered
All-round support for your IQOS device
Dedicated programs, rewards and benefits
Collect points & upgrade your membership status
The app to personalise your IQOS experience

Upgrade with IQOS Exchange program
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Discover IQOS Club
Check your points & upgrade your membership status
Refer a friend and both get rewarded
Upgrade your IQOS device to the latest version
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The right tool to help you identify problems with your device
If there’s a problem with your IQOS, there won’t be for long. Our self-diagnostic tool can quickly identify and fix any problems you’re having with your device. Sounds good, doesn’t it? To get started, choose your IQOS device.
Haven't registered your device yet? No problem, just try one of the troubleshooting options below.

Make sure you’re using the official IQOS cable and AC power adaptor. Charging your IQOS from a computer USB port, rather than from an official AC adaptor can be up to 4 times less effective. Similarly, using a cable other than the one provided can be up to 5 times less effective.
If your IQOS 3 DUO Pocket Charger is already fully charged when you connect it to a power supply, the last status light may blink. This is normal and does not indicate that your Pocket Charger is unable to charge. Conversely, if your IQOS 3 DUO Pocket Charger has been completely discharged, then it may need to be plugged in with an official AC adaptor for up to 20 minutes before any status light patterns appear.


If they’re blinking white twice: Your IQOS 3 DUO may be outside the operating temperature range (0°C-50°C). Alternatively, your IQOS 3 DUO Holder may need to be inserted into the IQOS 3 DUO Pocket Charger with the door closed for auto-cleaning.
If they’re blinking red: Reset your IQOS 3 DUO. If the red lights persist, contact Customer Care.


If your IQOS 3 DUO is charged but not working, you might need to reset it. To do so, press the Pocket Charger button until the lights fade out, then release the button. All status lights will turn off, blink twice, and then progressively fade out, confirming a reset.


Try cleaning your IQOS 3 DUO Holder. Wait for the device to cool down, then slide the cap upwards to remove it. Insert the IQOS cleaning tool and rotate gently. Doing this regularly will reduce residue build-up.
Keep in mind that some parts of the heating chamber and device cannot be accessed with the cleaning tool. For these hard-to-reach spots, use the IQOS cleaning sticks. Do not apply excessive force to avoid breaking or damaging the blade.


Check to see if your IQOS 3 DUO 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 DUO Holder can damage the blade inside your IQOS 3 DUO Holder. Be careful not to exert force onto the blade when cleaning your IQOS 3 DUO 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 DUO User Guide.
Our IQOS 3 DUO User Guide will let you delve deeper into how your device works and how to use it.
Something we haven’t covered?
There are several ways you can reach us. Our customer care service is available for you on:
Monday - Friday 08:00 - 20:00
Saturday - Sunday 09:00 - 18:00
Use our live chat
Chat to our IQOS Experts in real time. Just give them a message and they’ll say hello within seconds.
Facebook us
We’re very social on our social media, so feel free to message us with any questions and we’ll get back to you in minutes.
Send us an SMS
Chat to our IQOS Experts in real time (+41798075558). Just give them a message and they’ll say hello within seconds.
No question is too small
Your question might have already been asked before. Browse our FAQs to see if there’s an answer waiting for you.
Give us a ring
Sometimes you just want to hear a human voice. We get it. That’s why our phone support line
(0800 050 000*) connects you directly to an IQOS expert.
Want to speak to one of our IQOS Experts? No problem call us at 0800 850 000*
*Some fees may apply, please speak to your network operator.