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Troubleshooting
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 with your IQOS and get your device working again.
Can’t find the solution to your problem? Our Support page can also help, with how-to guides and help with broken devices.
IQOS 3 Duo
IQOS 3 Multi
IQOS 3
IQOS 2.4 Plus
Heets
IQOS 3 Duo
IQOS 3 Multi
IQOS 3
IQOS 2.4 Plus
Heets
Device isn't charging
Check the charge level by pressing the power button.
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.
Check the blade in the holder is intact. If the blade is broken, has fallen out or if you need further support, contact us.
The blade is broken or fallen out
If you think you have a problem with your blade or need your IQOS blade to be replaced, please contact us.
I have a red light/a flash etc.
White light is good news, it indicates that your device is working or charging as expected. Any yellow, green, brown or red lights indicate that there is a device error.
Yellow, green or brown lights on your IQOS device means the residue tobacco located in the cap of the holder has made its way through to the device. Usage of IQOS cleaning tools will prevent this from happening, or, will help fix the problem.
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, please contact us.
My IQOS doesn't turn on
Check the charge level by pressing the power button. Ensure you are using the official IQOS charger when recharging the device.
Clean the holder using the IQOS cleaning tool and cleaning sticks.
Check the blade in the holder is intact. If the blade is broken or has fallen out, contact us.
Reset your holder.Device isn't charging
Check the charge level by pressing the power button.
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.
Check the blade in the holder is intact. If the blade is broken, has fallen out or if you need further support, contact us.
The blade is broken or fallen out
If you think you have a problem with your blade or need your IQOS blade to be replaced, please contact us.
I have a red light/a flash etc.
White light is good news, it indicates that your device is working or charging as expected. Any red light indicates that there is a device error.
If your IQOS MULTI is showing a blinking red light, you’ll need to reset your device. To reset your device, press and hold the button located on the device for 8 seconds. All lights will briefly turn on and blink white to indicate your device has been reset.
Steady red light indicates that your IQOS device may be malfunctioning.
If you’re facing any issues with your device, please contact us.
My IQOS doesn't turn on
Check the charge level by pressing the power button. Ensure you are using the official IQOS charger when recharging the device.
Check the blade in the holder is intact. If the blade is broken or has fallen out, contact us.
Clean the device using the IQOS cleaning tool and cleaning sticks.
Reset your holder.Device isn't charging
Check the charge level by pressing the power button.
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.
Check the blade in the holder is intact. If the blade is broken, has fallen out or if you need further support, contact us.
The blade is broken or fallen out
If you think you have a problem with your blade or need your IQOS blade to be replaced, please contact us.
I have a red light/a flash etc.
White light is good news, it indicates that your device is working or charging as expected. Any yellow, green, brown or red lights indicate that there is a device error.
Yellow, green or brown lights on your IQOS device means the residue tobacco located in the cap of the holder has made its way through to the device. Usage of IQOS cleaning tools will prevent this from happening, or, will help fix the problem.
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, please contact us.
My IQOS doesn't turn on
Check the charge level by pressing the power button. Ensure you are using the official IQOS charger when recharging the device.
Clean the holder using the IQOS cleaning tool and cleaning sticks.
Check the blade in the holder is intact. If the blade is broken or has fallen out, contact us.
Reset your holder.Device isn't charging
Check the charge level by pressing the power button.
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.
Check the blade in the holder is intact. If the blade is broken, has fallen out or if you need further support, contact us.
The blade is broken or fallen out
If you think you have a problem with your blade or need your IQOS blade to be replaced, please contact us.
I have a red light/a flash etc.
White light is good news, it indicates that your device is working or charging as expected. Any yellow, green, brown or red lights indicate that there is a device error.
Yellow, green or brown lights on your IQOS device means the residue tobacco located in the cap of the holder has made its way through to the device. Usage of IQOS cleaning tools will prevent this from happening, or, will help fix the problem.
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, please contact us.
My IQOS doesn't turn on
Check the charge level by pressing the power button. Ensure you are using the official IQOS charger when recharging the device.
Clean the holder using the IQOS cleaning tool and cleaning sticks.
Check the blade in the holder is intact. If the blade is broken or has fallen out, contact us.
Reset your holder.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.