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 you experiences that each have up to 6 mins and/or 14 puffs whichever comes first.  You can ensure that your IQOS device works properly with the following steps:

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 tobacco stick was not accidentally used twice. 

Proper cleaning of the bladed device always helps your IQOS device to function optimally: The detailed cleaning process is described on our support page.

If your IQOS ORIGINALS ONE is not performing optimally, it may be time for a cleaning. Using the dual cleaning tool, cleaning can be quick and easy. Find the details in our troubleshooting page to quickly resolve it! 

To remove the tobacco stuck in the IQOS holder, please follow these steps: 

For the best results removing tobacco from your IQOS device, let it cool down for at least 30 seconds first. Start by tapping the device gently on a hard surface to dislodge the blockage.  

Use the dual cleaning tool to gently remove any residue from around the base of the blade and the rest of the holder chamber, using cleaning sticks to remove other pieces of tobacco residue if necessary.  

Find the details on our support on how to clean your device! 

If you cannot position the holder’s top CAP correctly, you might need to clean your device and remove the tobacco residue stuck around the blade. This usually happens when the holder CAP is not pulled up before removing the used tobacco stick. In order to remove it, follow the below steps: 

Remove the CAP from the holder by sliding it up.  

Gently tap the CAP to the table. Use an IQOS cleaning stick and sweep the interior of the CAP to remove the last bits of tobacco. 

Apply the same process with the holder. Refrain from exerting stress to the blade. 

Insert the CAP back to the holder correctly. 

Watch the tutorial to learn more details on how to clean your IQOS device on our support page.

If the door on the pocket charger doesn’t close, please follow these steps in order to perform cleaning for your device:   

Always use IQOS original cleaning tool and sticks. 

Clean your holder, holder CAP, and connectors between your holder and the pocket charger. 

Change your holder CAP every 6 months. 

Watch the tutorials to learn how to clean your device on our support page. 

 

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)

 

If the heating blade of your IQOS device has broken, please contact IQOS Customer Care! Our colleagues will check whether you are eligible for the replace. If so, we will replace your holder. We offer a two-year warranty for every IQOS device purchased in a national tobacco shop in Hungary, and as an IQOS CLUB member, if the relevant conditions are met, we will replace your IQOS device within one year from the date of purchase, even if it is damaged by your own fault. You can find detailed information HERE . 

Accidents can happen! Here’s some tips to avoid breaking the blade in the future: 

Do not exert stress to the blade while cleaning the holder. 

Never twist the HEETS tobacco stick in the holder.

Avoid incorrect insertion of the CAP to the holder. 

Go check our troubleshooting page and the tips section to learn more about cleaning. 

  Relevant information: 

1. IQOS troubleshooting page ( IQOS ILUMA PRIME Troubleshooting | IQOS Hungary)
2. What do lights mean on my IQOS ( IQOS ILUMA PRIME Troubleshooting | IQOS Hungary)
3. How to charge my IQOS ( 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)