Man on a couch with his IQOS kit and the mobile in his hands

Troubleshooting IQOS 3 DUO

We are here to help. Get the support you need for your IQOS 3 DUO device.

Is your IQOS charging too slowly?

1. Make sure you’re using the official IQOS cable and AC power adaptor, as charging your IQOS from a computer USB port or using a third-party cable can be less effective.

2. If your IQOS 3 DUO Pocket Charger is already fully charged when you connect it to a power supply, the status light may flash. This is normal. If your IQOS 3 DUO Pocket Charger is completely out of battery, you might need to plug it in with the AC adaptor for up to 20 minutes before any status lights appear.

How to charge your IQOS

Gold IQOS device, two mobiles held by two person and a yellow cup

Are the status lights flashing?

1. Lights are blinking white twice: Your IQOS 3 DUO might have a temperature issue (0°C-50°C). You may need to let it cool down or warm up in your hands. If that’s not the case, try inserting your IQOS 3 DUO Holder into your Pocket Charger for auto-cleaning.

2. Lights are flashing red: Try resetting your device. If the flashing lights don’t stop, then get in touch with our Customer Care.

A person holding a golden IQOS 3 DUO in one hand and a phone in the other hand

Resetting your IQOS

If your IQOS 3 DUO is charged but not working, you might need to reset it. Press the Charger button until 10 sec. All status lights will turn off, flash twice, then slowly reappear, to tell you the reset was successful.

A golden IQOS 3 DUO being cleaned with a cleaning tool

Is air not flowing through device as it should?

Your IQOS 3 DUO Holder might need a clean.
1. Wait for your device to cool down, before sliding the cap upwards to remove it.

2. Insert the IQOS cleaning tool and rotate gently. If you do this regularly, you’ll reduce any tobacco build-up.

3. As some parts of your device, including the heating chamber, can't be accessed with the cleaning tool, use your cleaning sticks instead. Use them gently to avoid breaking or damaging the blade.

Learn how to clean your holder

A broken blade or other damage?

If your device is damaged, contact our Customer Care. Our colleagues will check if you are eligible for replacement and if you are, we will arrange it for you.