FORGOT PASSWORD?


Continue with login
OR
BACK

IQOS 3 Troubleshoot

Let’s try the following steps

IQOS 3 operates in a temperature range between 0° and 50° C (32° - 122° F).

If the ambient temperature is low, try warming the Holder in your hand for at least 1 minute.

You only need to press once on the Holders’s button to activate the heating blade.

Once the light indicator goes from blinking to steady, it’s ready to enjoy.

After that, make sure you don't press the Holder's button again, as this may turn your device off.

Use an IQOS cleaning stick to clean the Holder’s connector (bottom part of the device).

Make sure the Holder’s connector is completely dry.

Check that the Pocket Charger is switched on*, plugged into a power outlet** and if it is charged (at least two solid white lights).

Place the Holder in the Pocket Charger (remember that the Holder’s magnetic connector should face down) and wait for 10 minutes or until the Holder is fully charged (Pocket Charger’s top light stays solid white).

* Press the Pocket Charger’s button once and see if the lights turn on. If not, press and hold the button again, for 4 seconds.
** Laptop USB ports may not have enough power to charge your Pocket Charger if it is completely discharged.

Check for any potential damage on your Power Adaptor or USB cable.

If you identify any damage, try using a new set of adaptor and cable.

IQOS devices are intended for use only with official or authorized IQOS Power Adaptors for optimal charging.

Make sure your Pocket Charger is switched ON*.

Plug it into a power outlet** for at least 20 minutes. We recommend a full recharge, which requires 2 hours.

* Press the Pocket Charger’s button once and see if the lights turn on. If not, press and hold the button again, for 4 seconds.

** Laptop USB ports may not have enough power to charge your Pocket Charger if it is completely discharged.

Reset your Pocket Charger.

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.

Use an IQOS cleaning stick to clean the Holder’s connector (bottom part of the device).

Make sure the Holder’s connector is completely dry.

Place the Holder back inside the Pocket Charger (remember that the Holder’s magnetic connector should face down).

Still not working?

We are sorry we were not able to fix your issue. If your device is within warranty and your issue is covered by our policy, we will gladly provide you with a replacement device.

Contact one of our Customer Care experts or visit us in one of our IQOS stores to check your coverage and repair options.

CONTACT US

Contact us your way

We have a dedicated UK-based Customer Care Team 7 days a week on 0800 432 0000
(Monday to Friday 8am to 10pm, Saturday and Sunday 10am to 6pm).

THESE PRODUCTS ARE NOT RISK-FREE AND ARE ADDICTIVE. FOR ADULT USE ONLY.
This website contains tobacco product information and is restricted to smokers over the age of 18.
Are you over 18 and a smoker?
SORRY,
the laws of your country do not allow you to enter the site.