How to reset IQOS
Put your device on charge.
Place the holder into the charger and close the door.
Hold down the power button on the pocket charger for 10 seconds.
All lights on the charger should flash then turn off.
What do the lights on my IQOS device mean?
White light is good news, it indicates that your device is working or charging as expected. Any red lights indicate that there is a device error.
There are two types of red lights you may come across. The first one is on your IQOS device, the second one is on your holder.
Flashing red light on your IQOS device indicates that you’ll need to reset your device. To reset your device, press and hold the button located on the pocket charger for 8 seconds. All lights will briefly turn on and blink white to indicate your device has been reset. If the problem persists, your IQOS device may be malfunctioning.
If your holder has a red blinking light, this means either the heating blade is broken, or the holder has a malfunction.
Red solid light indicates that the holder needs to be placed inside the device to be charged.
If you’re facing any issues with your device, contact us.
Always use the correct power source
Check you’re using the IQOS AC adaptor and cable otherwise your IQOS may take longer to charge and not work as well as it should.
Charging from a computer USB port? This can be up to 4 times less effective.
How to charge IQOS
When you take your new device out of its box, and before you charge your IQOS for the first time, press and hold the IQOS Pocket Charger button for 4 seconds then release.
Before using your IQOS device for the first time, make sure you fully charge it first.
HEETS tobacco stuck in 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.
Inconsistent HEETS tobacco flavour
If your puffs are too frequent or too intense, your device won’t have enough time to heat the tobacco and deliver a consistent tobacco vapour every time. Always inhale slowly.
Regularly cleaning your IQOS device after every pack of HEETS/once a day drastically reduces the build-up of residue and ensures continued optimal taste.
Can’t puff on HEETS properly
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 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.
Frequently asked questions
IQOS 14 Day Home Trial
Services and Repairs
Unsure? Contact us.
Our dedicated UK based Customer Care team is here 7 days a week for you.
Monday to Friday 8am to 10pm
Saturday and Sunday 10am to 6pm
Click here to chat with us.