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.

Try our Diagnostic Tool

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

IQOS 3 battery charging
Is your IQOS 3 Charging too slowly?

How to check if your IQOS 3 device is charged:

Check that the IQOS Pocket Charger is turned on, by pressing the Pocket Charger’s button for 1 second. The lights should turn on. If they don’t, press and hold the button for 4 seconds. 

If you don't see any lights, charge the Pocket Charger using the official IQOS AC Power Adaptor and cable*.

To find out if your IQOS Holder is charged, just press the button on your Pocket Charger (while your holder is inside) and if the round light on top of your Pocket Charger is on, your holder is ready to use. If it is pulsing then it is currently charging. Alternatively, just remove the holder and check whether the light is on. If it is, then your holder is charged and ready to go.

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

IQOS 3 battery charging
How to reset your IQOS 3
Resetting your IQOS 3

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

Press and hold the Pocket Charger’s button 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.

How to reset your IQOS 3
How to clean your IQOS 3
A good clean might be the answer

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

Cleaning your IQOS 3 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. 

How to clean your IQOS 3
How to clean your IQOS 3 connector
Is your IQOS 3 Holder not charging?

If your IQOS 3 Holder is not charging properly, it might be that the connectors need cleaning. Just clean the connectors of your IQOS Holder with the IQOS cleaning sticks. 

How to clean your IQOS 3 connector
IQOS 3 temperature monitoring
What to do when there's a temperature issue

Do you see a small red light on your IQOS 3 Pocket Charger? Is the battery status light blinking white twice when you press it? 
This could be because your IQOS is too cold or too hot. IQOS 3 operates in a temperature range between 0° and 50° C. If the ambient temperature is low, try warming the IQOS 3 Holder 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.

IQOS 3 temperature monitoring
IQOS 3 broken blade - detail
A broken blade or other damage?

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

IQOS 3 broken blade - detail
That’s not all. There’s more useful information in our IQOS 3 User Guide.

Our IQOS 3 User Guide will let you delve deeper into how your device works and what it can do.

Download User Guide

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

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Use our live chat

Chat to our IQOS Experts in real time. Just give them a message and they’ll say hello within seconds. 

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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. 

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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.

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Send us an email

Write to us ([email protected]). Our inbox is never too full.

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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. 

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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.