To ensure optimal taste, we recommend cleaning your IQOS™ once a day. You can clean even more frequently if you feel the need to.
A regular cleaning of your IQOS™ will make the cleaning process quick and smooth.
Only use IQOS™ original cleaning tools to clean your IQOS™.

You can upgrade your previous IQOS generation device to IQOS ILUMA using our IQOS Exchange program. The IQOS Exchange Program allows you, as an IQOS CLUB member, to exchange, under certain conditions, your IQOS device purchased in Switzerland for a new IQOS device, using the IQOS exchange voucher you receive when returning your device. The IQOS Exchange Program is only available in our IQOS Boutiques and selected points of sale in Switzerland, via the IQOS Call Center or directly on iqos.com
Learn more about the IQOS Exchange Program following this link.

IQOS 3 - You can easily check the charge level by following these simple steps:

1. Press Pocket Charger Button for 1 second (short press)
2. The Battery Status lights will turn on and indicate the level of charge

IQOS 3 MULTI - You can easily check the charge level by following these simple steps: 

1. Press the IQOS 3 MULTI Button for 1 second (short press)
2. The Battery Status lights will turn on and indicate the level of charge:
4 LEDs = more than 75% charged
1 LED  = low charge. Need to charge

To check the charge level of the IQOS 3 DUO Pocket Charger, press & release the Pocket Charger Button.

The Pocket Charger Status light will turn ON for 3 sec to indicate battery status:
4 LEDs = more than 75% charged
1 LED  = low charge. Need to charge

Any white light indicates that the device performs various operations, like charging, re-initialization, ready to use, fully charged etc.
A red blinking light can occur on:
• Only Bottom Charger Light indicator: the device is outside operating temperature (0 - 50°C). -> Wait until device is within temperature limits.
• Holder status light: Holder malfunction -> Please, perform a reset of the IQOS device.

Still no luck? Please contact Customer Care:
By phone: 0800 050 000 
By email: [email protected]
Other channels: facebook.com/iqos.ch

The IQOS 3 device does not require a full charge to work. If the IQOS 3 Pocket Charger is fully charged you may use the Holder up to 20 times.

The IQOS 3 MULTI device does not require a full charge to work, however, we recommend to fully charge the device before the first usage.
If the device is fully charged, you may use it up to 10 times without having to recharge between the HEETS Tobacco sticks.

IQOS 3 DUO device does not require a full charge to work, however we recommend to fully charge the device before the first usage.
If the IQOS 3 DUO Pocket Charger is fully charged, you may use the Holder up to 20 times.
The Holder charging time is effective only if the IQOS 3 DUO Holder is fully charged the first time or after being fully depleted.

If the heating phase has not yet started, you can simply pull up the cap and remove the HEETS tobacco stick.

If the heating phase has already started, switch off your IQOS device and allow it to cool down for 30 seconds. Then carefully pull up the cap and remove the HEETS tobacco stick. Please clean your device before you use it the next time.

Important! An incorrectly inserted HEETS tobacco stick should never be reused.

You can check the Holder status (how many uses are available without recharge) in two ways – either on the Holder itself or on the Pocket Charger:
To check the status on the Holder:
- Press & release the Button of the Holder:
o 2 lights – ready for two uses
o 1 light – ready for one use
o No light – Holder not charged
To check the Holder status on the Pocket Charger:
- Press & release the Pocket Charger Button
- 2 lights – ready for two uses
- 1 light – ready for one use
On IQOS 3 DUO Pocket Charger       On IQOS 3 Pocket Charger*
* For those customers who use a mixed version of IQOS 3 DUO Holder in the IQOS 3 Pocket Charger. In some cases it may be required to upgrade the firmware of IQOS 3 Pocket Charger to know when the Holder is ready for 1 use.

NFC stands for Near-field communication (NFC). It enables two electronic devices, your IQOS device and your phone, to communicate by bringing them within 4 cm of each other.
We use this technology to offer simplified access to the digital experience (IQOS website) to iOS users or users who do not wish to download IQOS Connect App.
It allows for simplified user/device registration, easy device onboarding to quickly learn how to use your IQOS. 
Just in one tap you will get access to your key needs – quickly find the nearest IQOS store, contact Customer Care, access the IQOS online store and more.

You can easily clean your IQOS™ Holder and Cap in few steps:
IQOS Holder:
• Prepare
1. switch off your IQOS Holder
2. wait for at least 30 seconds to cool down the blade
3. remove the cap
4. slide open your IQOS Cleaning Tool and check if it is not deformed and free of particles
• Insert
1. with a straight and gentle gesture, insert the IQOS Cleaning Tool till it touches the bottom of the heating chamber
2. do not twist yet
• Clean
1. without any further pushing pressure, gently twist the IQOS™ Cleaning Tool 2-3 times
2. stop twisting, and extract the Tool straight from the Holder
3. gently tap the Holder and the Cleaning Tool to remove the tobacco residuals

• Finalize – use the IQOS™ Cleaning Sticks as a finishing touch.

1. insert the IQOS™ Cleaning Stick straight along the chamber
2. do not push or hit against the blade
3. do not attempt to clean the blade
4. in case the IQOS™ Cleaning Stick is blocked, do not force. Simply use again the IQOS Cleanig Tool and repeat the above steps.
IQOS Cap:
1. Clean the inside of the IQOS™ Cap from the top with the IQOS™ Cleaning Sticks
2. Clean the bottom of the Cap with the IQOS™ Cleaning Tool:
a. Insert the IQOS™ Cleaning Tool till it touches the bottom of the Cap
b. Without extra push, gently twist the IQOS™ Cleaning Tool 2 - 3 times
c. Stop twisting, and gently tap both the cap and the IQOS™ Cleaning Tool to remove tobacco residuals.

A red LED on the Holder or the device indicates that something is wrong with your IQOS. For example, the heating blade may be defective or there may be a device error. Please try the following steps to troubleshoot the problem.

Step 1: Make sure the ambient temperature is within the recommended range for your model.

Step 2: Clean the battery contacts.

Step 3: Reset your device to fix a possible device error.

Step 4: Check the firmware version on your IQOS device and perform a firmware update using the IQOS app if necessary.

If resetting the device did not fix the problem or if you suspect the heating blade is defective, start the online diagnostic tool. We are also happy to assist you in person, either through our customer support or at an IQOS Boutique of your choice.