Troubleshooting

The device diagnostics feature of IQOS app is a self-diagnostic service that we offer to quickly solve any problem that might be related to the functioning of your device such as light blinking, no aerosol delivery or device not working issues. If your device is defective, go to the IQOS app page to download your IQOS application version, then select your device in the app, choose the issue you want to solve and start the diagnostic tool by following our step-by-step guidelines till the end. If your problem persists, you will be redirected to our Customer Care for further support.

There are various ways to proceed depending on the problem your IQOS device is experiencing. 

  Step 1: Device reset

Please reset your IQOS device first in order to exclude a software error. You can learn how to reset your device on our troubleshooting page. 

  Step 2: Firmware update with the IQOS app 

Otherwise, check the current firmware version on your IQOS device and, if necessary, perform a firmware update with the IQOS app. 

  Step 3: Cleaning and charging 

Clean your bladed IQOS device's holder and pocket charger thoroughly and make sure you have charged them for at least 20 minutes using the original IQOS power adapter and USB cable. 

  Step 4: Online troubleshooting

If the problem does not disappear even after restarting the device, connect the device to the IQOS app and start the device diagnostics. More information: IQOS application | IQOS Hungary

  Step 5: Frequently Asked Questions (FAQs) 

If you require assistance with a specific problem, you’re sure to find the right answer in the support area or in the FAQs. 

    Relevant information: 

1. IQOS not charging ( IQOS ILUMA PRIME Troubleshooting | IQOS Hungary) 
2. IQOS blinking red light ( IQOS ILUMA PRIME Troubleshooting | IQOS Hungary) 
3. IQOS holder broken blade ( IQOS ILUMA PRIME Troubleshooting | IQOS Hungary) 
4. How to contact IQOS ( Contact - IQOS Customer Service | IQOS Hungary) 
5. IQOS warranty and replacements ( Warranty & Replacement of device and accessories | IQOS Hungary) 

Your IQOS device is designed to provide each use to have up to 6 mins and/or 14 puffs whichever comes first. You can follow these steps to make sure your IQOS works properly: 

Let the device heat up for 20 second in order to allow for aerosol creation.

Ensure that there are Intervals (time) between puffs.

  

Leave time between puffs allows the Holder to properly heat the tobacco and generate aerosol.

 

Check whether the consumable was not accidentally used twice.

 

If your IQOS is not charging, there are few steps you can follow to solve your IQOS charging issue and ensure the optimal charging for your device:  

  1. Check the charging cable entrance of your device. If there is any blockage, remove the blockage by gently blowing from a distance. 
2. Ensure that you have plugged the pocket charger into a wall power outlet with a working power adaptor and cable. Always use official IQOS power adaptor and cable, unofficial ones may interrupt the charging. 
3. Refrain from charging with a laptop. This may also interrupt the charging. While your device is charging, the lights will pulse. Please note that seeing a light on a deeply discharged device may take up to 20 minutes.  

If after these steps your IQOS device is still not charging, you can go check out “How to Charge your IQOS” video on our support page to learn more about your device and its charging. 

If your pocket charger is not charging, there are few steps you can follow to solve your IQOS charging issue and ensure the optimal charging for your device:  

1. Check the charging cable entrance of your device. If there is any blockage, remove the blockage by gently blowing from a distance. 
2. Ensure that you have plugged the pocket charger into a wall power outlet with a working power adaptor and cable. Always use official IQOS power adaptor and cable, unofficial ones may interrupt the charging. 
3. Refrain from charging with a laptop. This may also interrupt the charging. 
4. Clean the contacts between pocket charger and holder. 
5. Place the holder back inside the pocket charger. Ensure to place it correctly: metal connector of the holder should be at the bottom of the pocket charger. While your device is charging, the lights will pulse. Please note that seeing a light on a deeply discharged device may take up to 20 minutes. 

If after these steps your IQOS device is still not charging, go check out “How to Charge your IQOS” video on our support page.  

  Relevant information: 

Troubleshooting ( IQOS ILUMA PRIME Troubleshooting | IQOS Hungary) 

How to contact IQOS ( Contact - IQOS Customer Service | IQOS Hungary) 

Red light on device ( IQOS ILUMA PRIME Troubleshooting | IQOS Hungary)

 

IQOS devices with a heating blade are no longer commercially available. Currently, IQOS ILUMA devices operating with induction technology are available in national tobacco shops that sell IQOS devices.

IQOS devices and IQOS accessories can only be purchased in national tobacco shops that sell IQOS devices. Use the store locator to find the nearest national tobacco store in the right category.

We’re sorry to hear that your HEETS tobacco sticks and SMARTCORE STICKS are defective or damaged.

Under certain conditions, it is possible to return defective products so that we can investigate the problem.

For more information, contact IQOS Customer Service.

If your IQOS device is not charging, there are a few steps you can follow to try and solve this issue, and ensure optimal charging for your device:

1. Check the charging cable entry point of your device. If there’s any blockage, remove this by gently blowing at it from a distance.

2. Ensure that you’ve plugged the Pocket Charger into a power outlet with a working power adaptor and cable. Always use an official IQOS power adaptor and cable. Unofficial ones may interrupt the charging.

   3. Refrain from charging with a laptop, as this may also interrupt charging. While your device is charging, the lights will pulse. Please note that on a deeply discharged device, it may take up to 20 minutes for the light to display.

If your device still isn’t charging after taking these steps, please visit our support page and watch a video about charging your IQOS.

If you have gone through these steps and your device still does not charge, contact IQOS Customer Service.

If your SMARTCORE STICKS™ are defective, do not use them, or try to insert them into the Holder.

Under certain conditions, it is possible to return defective products so that we can investigate the problem. For more information, contact IQOS Customer Service.