Why can’t I insert my HEETS tobacco stick into my IQOS Holder? 

If you have any questions about tobacco sticks designed for IQOS device, visit our FAQ section or call our Customer Service.

Supporting services FAQ categories HEETS tobacco sticks Why can’t I insert my HEETS tobacco stick into my IQOS Holder? 
Supporting services FAQ categories HEETS tobacco sticks Why can’t I insert my HEETS tobacco stick into my IQOS Holder? 
If you cannot insert your HEETS tobacco stick in the holder, please follow the below steps checking if: 
  • There is no tobacco residue left in the Holder.     
  • The area around the heating blade is regularly cleaned: Watch the tutorial to learn more details on how to clean your IQOS device on our support page.     
  • The Holder CAP is fully closed.    
  • The tobacco sticks were not exposed to a humidity or high temperature.    
  • The tobacco sticks were kept in a dry place to prevent the tobacco mix from sticking together.   
  • If the CAP is not sitting tightly on the Holder, then try a different Holder or CAP.     
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    Important information: This product is not risk free and provides nicotine, which is addictive. Only for use by adult smokers.