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Troubleshooting your IQOS 3 DUO

Try our online diagnostic tool which can help you find a solution for device issues in a few easy steps​

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Is your IQOS charging too slowly?  
  1. Make sure you’re using the official IQOS cable and AC power adaptor, as charging your IQOS from a computer USB port or using a third-party cable can be less effective.
     
  2. If your IQOS 3 DUO Pocket Charger is already fully charged when you connect it to a power supply, the status light may flash. This is normal. If your IQOS 3 DUO Pocket Charger is completely out of battery,you might need to plug it in with the AC adaptor for up to 20 minutes before any status lights appear. 
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Two people talking at a table bar, one smokes IQOS and the other uses his phone
Are the status lights flashing?
  1.  Lights are blinking white twice: Your IQOS 3 DUO might have a temperature issue. You may need to let it cool down or warm up in your hands. If that’s not the case, try inserting your IQOS 3 DUO Holder into your Pocket Charger for auto-cleaning.<br>
  2.  Lights are flashing red: Try resetting your device. If the flashing lights don’t stop, then get in touch with us so we can help.
Two people talking at a table bar, one smokes IQOS and the other uses his phone
Man with a gold IQOS Duo and a mobile in his hands
Resetting your IQOS  

If your IQOS 3 DUO is charged but not working, you might need to reset it. Press the charger button until the lights fade, then release the button. All status lights will turn off, flash twice, then slowly reappear, to tell you the reset was successful. 

Man with a gold IQOS Duo and a mobile in his hands
Man cleaning his IQOS holder
Is air not flowing through device as it should?

Your IQOS 3 DUO Holder might need a clean. 

  1. Wait for your device to cool down, before sliding the cap upwards to remove it.
  2. Insert the IQOS cleaning tool and rotate gently. If you do this regularly, you’ll reduce any tobacco build-up.
  3. As some parts of your device, including the heating chamber, can't be accessed with the cleaning tool, use your cleaning sticks instead. Use them gently to avoid breaking or damaging the blade. 
Man cleaning his IQOS holder
A mobile and a gold IQOS kit on a table
A broken blade or other damage?

The blade can break if you use too much force when cleaning the holder, so make sure you clean with gentle fingers and when inserting a HEETS stick, avoid twisting it.

If your device is damaged, let us know. We will check if you are eligible for replacement and if you are. we will arrange it for you.

A mobile and a gold IQOS kit on a table

That’s not all. There’s more useful information in our IQOS 3 DUO User Guide.

Our IQOS 3 DUO User Guide will let you delve deeper into how your device works and how to use it.

Download our IQOS 3 DUO User Guide

Something we haven’t covered?

There are several ways you can reach us.

 
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Use our live chat

Chat to our personal coaches in real time. They’re available every day from XX to XX. 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 a tweet

Our Twitter account is available every day from 10 AM to 8PM. Tweet us your questions and we’ll get back to you in a flash/minutes. 

 
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Send us an email

Write to us. Our inbox is never too full.

 
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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 connects you directly to an IQOS expert.

 
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