Troubleshooting IQOS ORIGINALS ONE

We are here to help. Get the support you need for your IQOS ORIGINALS ONE device.
No lights on your IQOS ORIGINALS ONE device?
Your device simply might be OFF or discharged.
1. Press the button of IQOS ORIGINALS ONE for 10 seconds to RESET which will also turn ON your device. If you experience blinking yellow light on your device, then you need to charge it.

2. Plug the device into a power outlet with the original IQOS ORIGINALS ONE power adaptor and cable. Always use the original power adaptor & cable.

3. While your device is being charged, the lights will be pulsing.
What do the lights mean on IQOS ORIGINALS ONE?
Your device might be giving you a warning:
1. BLINKING YELLOW LIGHT ON IQOS ORIGINALS ONE:

This means your device is discharged. You should charge your device. Plug the device into a power outlet with the original IQOS ORIGINALS ONE power adaptor and cable. Always use the original power adaptor & cable and a wall outlet. Watch the tutorial to see how to charge.

2. BLINKING RED LIGHT ON IQOS ORIGINALS ONE:

Your heating blade might be broken. Check your heating blade and if it is broken, get in touch with our Customer Care.
Your device software might need a RESET.
Press the pocket charger button for 10 seconds to reset your device.

3. BLINKING WHITE LIGHT ON IQOS ORIGINALS ONE:

Your device might be outside of the operating temperature range (0°C to 40°C). You may need to let it cool down or if the ambient temperature is low, try warming the device in your hand for at least a minute. If this doesn’t resolve your issue get in touch with our Customer Care.
Is your IQOS ORIGINALS ONE charging too slowly?
Your device simply might not be getting enough charge
Always use IQOS ORIGINALS ONE original power adaptor and cable. This helps to ensure your device will be charged faster.
Why do I have less aerosol during IQOS ORIGINALS ONE usage?
Your device might need a cleaning
1. Before you get started, make sure your device has cooled down (at least 30 seconds after the last use) and your cleaning tool is in good condition!

2. Always use the original IQOS cleaning tool and cleaning sticks.

3. Refrain from applying too much pressure and touching the heating blade.

4. We suggest to clean both sides of the CAP together with the device every day or at least after every 20 tobacco sticks.

5. If you already have an IQOS ORIGINALS ONE device, watch the E-COACH videos including the proper steps of cleaning.
A broken blade or other damage?
We are here to support you
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.

That's not all. There's more useful information in our IQOS ORIGINAL ONE User Guide.

Our IQOS ORIGINALS ONE User Guide will let you delve deeper into how your device works and how to use it. Open and download the IQOS ORIGINALS ONE User Guide here.
Open User Guide
Do you have more question related to IQOS?
There are several ways you can reach us.
In case of questions, reach out our Customer Care where you can contact directly our colleauges.
Get in touch
Write an email to us.
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We’re available also on Facebook, so feel free to message us with any questions and we’ll get back to you shortly.
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Your question might have already been asked before. Browse our FAQs to see if there’s an answer waiting for you.
Look through our FAQ
Important information: This product is not risk free and provides nicotine, which is addictive. Only for use by adult smokers.