Troubleshooting Your IQOS 3 DUO Device​

We are here to help and to give you support for IQOS 3 DUO device​

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. ​
Watch how to charge IQOS 3 DUO

Are the status lights flashing?​

1. Lights are blinking white twice: Your IQOS 3 DUO may be outside the operating temperature range (0°C-50°C). 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. ​

2. Lights are flashing red: Try resetting your device. If the flashing lights don’t stop, contact customer care.​
How to reset device

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.

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 tobacco stick while it's in the holder. This movement can damage the heating blade and disrupt your IQOS experience.​
How to clean

Is air not flowing through device as it should?

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.

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 what it can do.
Download
You need help? Contact us.
We are here to help you across multiple channels.​
Give us a free call on 0800 15 15.
Send us your query and we will respond within 24 hours.
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Find answers to frequently asked questions.
Find an IQOS store here.
IQOS is not risk-free and delivers nicotine, which is addictive. For adult use only.​