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’re finding it hard to insert your HEETS stick, please check to see if:
  • there’s any tobacco residue left in the Holder
  • the heating blade is clean, and
  • the Holder cap is fully closed.


    • Then try pre-heating the IQOS Holder before you insert the HEETS tobacco stick.

    If you have a IQOS 2.4, IQOS 2.4 PLUS, IQOS 3 or IQOS 3 DUO device:
  • Press the Holder button to start heating
  • Wait for two to three seconds
  • Gently insert the tobacco stick


    • If you have a IQOS 3 MULTI device:
  • Open the lid
  • Press the button to start heating
  • Wait for two to three seconds
  • Gently insert the tobacco stick


    • Still no luck? We’re here to help - get in touch with our Customer Care:
    Mon-Fri: 08:00 - 22:00 Sat-Sun: 10:00 - 18:00
    By phone: 06 80 888 222
    By e-mail: contact.hu@iqos.com
    By Facebook: send a message via "IQOS Ügyfélszolgálat" page
    Important information: This product is not risk free and provides nicotine, which is addictive. Only for use by adult smokers.