IQOS 3 Multi Diagnostic tool | IQOS Switzerland

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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.

Try our Diagnostic Tool

Haven't registered your device yet? No problem, just try one of the troubleshooting options below.

IQOS ILUMA i PRIME

IQOS ILUMA PRIME

IQOS ILUMA

IQOS ILUMA ONE

IQOS 3 DUO

IQOS 3

IQOS 3 MULTI

IQOS 2.4 PLUS

Your device might be out of power

How to check if your IQOS 3 MULTI device is charged:

Press the button on your IQOS 3 MULTI device; the battery status lights (at the bottom of the device) should turn on. If they don’t, press and hold the button for 4 seconds until the small light turns on. The battery lights should stay on once you press the button again.

If you do not see any lights, charge your IQOS 3 MULTI by closing the lid and using the official IQOS AC Power Adaptor and cable for at least 20 minutes*. We recommend that you fully recharge your IQOS 3 MULTI. This can take up to 75 minutes. Once fully charged the battery status lights will turn OFF.

* Note that laptop USB ports may not have enough power to charge your IQOS 3 MULTI. We recommend using an electrical outlet instead.

Resetting your IQOS 3 MULTI device

If your IQOS 3 MULTI is charged, but still not working, the next step is to reset it.

Press and hold the button on your IQOS device for approximately 10 seconds. After the lights fade, continue holding the button for 2 more seconds. When you release the button you will see all the lights briefly blink white.

A good clean could be the answer

Does it feel difficult to draw on your HEETS while using your IQOS 3 MULTI? Not getting enough aerosol when using your IQOS 3 MULTI? These issues can likely be solved by using the IQOS cleaning tool and cleaning sticks.

Cleaning your IQOS 3 MULTI regularly and with the right tools will not only ensure that you are getting the optimal real tobacco taste experience; but it can also solve some of the issues you may be experiencing with your IQOS 3 MULTI.

Woman holding an IQOS 3 MULTI in her hand

Can’t get your IQOS 3 MULTI to start?

If your IQOS 3 MULTI device is not starting, sometimes residual tobacco can prevent it from starting. Simply remove the cap and clean the flat surface next to the heating chamber as well as the inside of the cap using an IQOS cleaning stick.

What to do if there’s a temperature issue

Does your IQOS 3 MULTI device have a blinking red light or a white light blinking twice?

This could be because your IQOS 3 MULTI device is too cold or too hot. IQOS 3 MULTI operates in a temperature range between 0° and 50° C. If the ambient temperature is low, try warming the device in your hand for at least 1 minute. If it is too hot, take it with you to a colder place and it should be working again once it has cooled down.

A broken blade or other damage?

Check to see if your IQOS 3 MULTI 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 your IQOS 3 MULTI can damage the blade inside your IQOS. Be careful not to exert force onto the blade when cleaning your IQOS 3 MULTI. 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.