What should I do if the Holder’s top cap cannot be positioned correctly?

If you cannot position the Holder’s top cap correctly, you might need to clean your device and remove the tobacco residue stuck around the blade. This usually happens when the holder cap is not pulled up before removing the used tobacco stick. In order to remove it, follow the below steps;

• Remove the cap from the holder by sliding it up. 
• Gently tap the cap to the table. Use an IQOS cleaning stick and sweep the interior of the cap to remove the last bits of tobacco.
• Apply the same process with the holder. Refrain from exerting stress to the blade
• Insert the cap back to the holder correctly.

Watch the tutorial to learn more details on how to clean your IQOS device on our get support page.