If you’re experiencing problems with your IQOS device, simply click on the device below and follow our Troubleshooting advice.
From minor issues like getting tobacco stuck inside your device or HEETS not going in, to problems such as your IQOS overheating,
not turning on or not working, we can help you resolve the problem. If we can’t we’ll send you a replacement.

IQOS 3 Duo

IQOS 3 Multi


IQOS 2.4 Plus


IQOS 3 Duo

IQOS 3 Multi


IQOS 2.4 Plus


There is no vapour or the device is not heating

You may have incorrectly inserted the HEETS tobacco stick. It’s important not to twist or turn it.

Tobacco mixture from your previous HEETS may be blocking the IQOS Holder airflow, so give your device a good clean.

HEETS don't last as long

We are sorry that you have a problem with your HEETS. By regularly cleaning your holder and charging your device you may be able to solve the problem. If neither of these work, please contact us.

HEETS stick is too stiff

Check your Holder for residual tobacco and that the Holder cap is fully closed before inserting a HEET.

Try pre-heating the holder for 5 seconds before inserting the HEETS tobacco stick.

Tobacco stuck in my IQOS

You may have some tobacco stuck in the cap. (Always lift up the cap before removing the used HEETS.)

Remove the cap and gently tap it on a flat surface to remove any residue.

Residue still left? Slide the cap up, place the used HEETS back in the cap and rotate the tobacco stick 90°, then slide the cap back down.

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This website is restricted to adults in the United Kingdom who would otherwise continue to smoke or use nicotine products. Our nicotine and tobacco products are not an alternative to quitting and are not designed as cessation aids. They are not risk-free. They contain nicotine, which is addictive. Only for use by adults. Please visit the Important Information page for further risk information.