Tobacco Harm Reduction Network (Thailand)

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IQOS 3 Troubleshooting

IQOS 3 DUO

Source: https://ch.iqos.com/en/support/iqos/3-duo-troubleshooting

Your IQOS 3 DUO is charging slowly

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.

Your IQOS 3 DUO status lights are blinking

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.

Resetting your IQOS 3 DUO

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.

Experiencing difficulties drawing on your HEETS

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.

Your IQOS 3 DUO has a broken blade or other physical damage

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.

IQOS 3

Source: https://ch.iqos.com/en/support/iqos/3-troubleshooting

If you are experiencing an issue with your IQOS 3 device, the first step is to check if it has been charged.

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.

Resetting Your IQOS 3 Device

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.

Cleaning Your IQOS 3 Device Can Solve a Number of Problems You Might Be Experiencing

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.

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.

IQOS 3 Temperature Issues

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.

Does your IQOS 3 have a broken blade or other physical 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 MULTI

Source: https://ch.iqos.com/en/support/iqos/3-troubleshooting

If you are experiencing an issue with your IQOS 3 MULTI device, the first step is to check if it has been charged.

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.

Cleaning Your IQOS 3 MULTI Device Can Solve a Number of Problems You Might Be Experiencing

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.

Is your IQOS 3 MULTI device not starting?

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.

IQOS 3 MULTI Temperature Issues

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.

Does your IQOS 3 MULTI have a broken blade or other physical 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.

IQOS 2.4 PLUS

Source: https://ch.iqos.com/en/support/iqos/2-4plus-troubleshooting

If you are experiencing an issue with your IQOS 2.4 PLUS device, the first step is to check if it has been charged.

How to check if your IQOS 2.4 PLUS device is charged:

Check that the IQOS 2.4 PLUS 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 2.4 PLUS Holder is charged just press the button on your Pocket Charger (while your holder is in sight) and if the round light on top of your Pocket Charger is steady, 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.

Resetting Your IQOS 2.4 PLUS Device

If your IQOS 2.4 PLUS is charged, but still not working, the next step is to reset the IQOS 2.4 PLUS device.

Press the two buttons below the battery status lights simultaneously and you will see that after about 2 seconds all lights blink white for a few times.

Cleaning Your IQOS 2.4 PLUS Device Can Solve a Number of Problems You Might Be Experiencing

Does it feel difficult to draw on your HEETS while using your IQOS 2.4 PLUS? Not getting enough aerosol when using your IQOS 2.4 PLUS? These issues can likely be resolved by using the IQOS cleaning tool and cleaning sticks to clean the heating chamber and the IQOS cap.

Cleaning your IQOS 2.4 PLUS 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 2.4 PLUS.

Is your IQOS 2.4 PLUS Holder not charging?

If your IQOS 2.4 PLUS 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.

IQOS 2.4 PLUS Temperature Issues

Do you see a red blinking light on your IQOS Pocket Charger or a red light on your IQOS 2.4 PLUS Holder? This could be because your IQOS is too cold or too hot.

IQOS 2.4 PLUS operates in a temperature range between 10° and 40° C. If the ambient temperature is low, try warming the IQOS 2.4 PLUS 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.

Does your IQOS 2.4 PLUS have a broken blade or other physical damage?

Check to see if your IQOS 2.4 PLUS 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 cleaning the IQOS 2.4 PLUS Holder can damage the blade inside your IQOS 2.4 PLUS Holder. Be careful not to exert force onto the blade when cleaning your IQOS 2.4 PLUS 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 2.4 PLUS experience.

Contact your nearest IQOS store

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