If your IQOS heating blade is broken and your warranty is experienced you are no longer eligible for the replacement, however you can participate to the Take Back program or Exchange program.

What can I do to avoid damaging the heating blade in the future? Do not apply pressure to the heating blade when cleaning the Holder and never rotate the tobacco stick in the Holder. Also avoid inserting the cap incorrectly on the Holder.

If your IQOS 3 Holder is only working for one use, then updating to the latest firmware version with the IQOS app may help. 

To use the IQOS app, simply log into your IQOS account on iqos.com, go to "My Device(s)", select the appropriate device and click "View Details". Click on the "Device Settings" button to launch the app. Once connected, you can update the firmware by clicking on "About my device" and on the "UPDATE FIRMWARE" option and follow the instructions. For personal assistance, please visit your nearest IQOS Boutique.

If you are having difficulty inserting HEETS tobacco sticks into the IQOS Holder, we advise you to check:
1. whether there are any tobacco residues in the IQOS 3 Holder.
2. To make sure that the cap of the IQOS 3 Holder is completely closed.
3. That the heating blade is cleaned regularly.

If none of the mentioned solutions solve the problem, please contact our customer service or visit an IQOS Boutique near you.

If neither resetting the device, updating the firmware with the IQOS app, proper cleaning and charging, nor the online IQOS 3 troubleshooting tool have resolved the issue with your IQOS 3 device, please contact IQOS live chat.

Within the first twelve months, a defective IQOS 3 device will generally be replaced. If you are no longer eligible, you can participate in the Take Back program or Exchange program. 

If your IQOS 3 device is registered in your account on iqos.com, you can try our self-diagnostic tool that allows you to quickly identify and fix any problem with your device. To use the self-diagnostic tool, please follow this link. 

If your IQOS 3 device is not yet registered in your account, you can try different troubleshooting options by following this link and selecting your device.

The IQOS 3 can be used twice in a row before it needs to be charged again. After the first use, a light will illuminate indicating that one more use is possible. If you want the second use immediately, your IQOS 3 Holder is ready for you right away.

IQOS 3 DUO allows 2 consecutive uses without having to charge the Holder again. The 2 uses are represented by the 2 white LED lights on your Holder and Pocket Charger. Once you finish the first use, only one light will be on. This means: 2 LEDs on - 2 uses possible, 1 LED on - 1 use possible. If you want the second use without delay, your Holder is ready to use immediately. If you don't want the second use immediately, just put the Holder back in the Pocket Charger to charge it again quickly so you have 2 uses available again.

If your phone hosts a NFC chip, just activate your NFC in your phone’s settings menu.
The two devices will connect automatically when you bring them close to each other (less than 4 cm apart) and the IQOS website will open. That’s it.

There are two ways to access the IQOS website for registration: with NFC tap or QR code:
1. Registration by using NFC Tap:
o tap your smartphone on the device’s  door to open the web interface on your phone’s screen
o fill in required information to register. Note that the device’s serial number is automatically populated. 
2. Registration by using QR code: 
o scan QR code on the device packaging (the folio inside the packaging that contains user documents) to open the web interface
o take a picture of the label on the packaging to capture the serial number of your device
o device’s serial number is automatically populated. If not, please take a picture of the label outside the packaging box to capture the serial number of your device
o fill in required information to register your device

Yes, we still offer you full support if you own an IQOS 3 and you have questions or need assistance. For support, simply contact us at 0800 050 000 or visit iqos.com. Accessories for the IQOS 3  will still be available until stocks last.

Gently tap the IQOS™ Cleaning Tool on a surface and use a cloth to get rid of the residues.
Do not clean it with water to avoid any humid contact with the electronics of the IQOS™ Holder.