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FAQ

IQOS 3

How do I use IQOS?

Remove the IQOS Holder from the Pocket Charger, insert a HEET tobacco stick with the part containing the tobacco facing downwards, up to the silver line. Do not twist the tobacco stick, as this may damage the heating blade.

Press the button on the IQOS device until it starts to vibrate and the light is flashing white. Once the IQOS device vibrates 2 times and has a solid white light, the IQOS is ready for use.

Just before it runs out, the IQOS Device vibrates 2 times and the light flashes white. Slide the Holder's cap and remove the used HEETS tobacco stick.

To recharge, insert the IQOS Device into the Pocket Charger with the contact surface facing down and close the door.

See the tutorial video

How can I check the charge level of the battery?

You can easily check the charge level by following these simple steps:

  1. Press Pocket Charger Button for 1 second (short press)
  2. The Battery Status lights will turn on and indicate the level of charge

How long does it take to fully charge the device?

It takes approximately 120 minutes to fully charge the IQOS 3 Pocket Charger from an electrical outlet. Only charge IQOS 3 device using supplied AC Power Adaptor and USB cable.

Should I always fully charge my Pocket Charger battery?

The IQOS 3 device does not require a full charge to work. If the IQOS 3 Pocket Charger is fully charged you may use the holder up to 20 times.

Can I charge 2.4 / 2.4P Holder with the IQOS 3 Pocket Charger and vice versa?

No, the new IQOS 3 Pocket Charger is not compatible with the previous versions.

If you insert the 2.4/2.4 Plus Holder into the IQOS 3 Pocket Charger, the Holder will not charge because of the different size.

The IQOS 3 Holder cannot be inserted into 2.4 /2.4 Plus Pocket Charger because of the different size.

Can I use the AC power adaptor & USB cable from the previous device version to charge the IQOS 3 device?

You can use the IQOS AC Power Adaptor from the previous device versions. However, IQOS 3 USB cable hosts a USB-C port, which is different from the previous versions.

How can I reset my IQOS device?

You can easily reset your IQOS 3 device by pressing and holding the Pocket Charger Button for 8 seconds and then releasing. Battery Status light will fade in, blink twice, and then progressively fade in to confirm a reset.

What do device vibrations mean?

Holder vibrations are activated in the following situations:

- At the start of the heating (once you press the IQOS 3™ Holder Button to start heating) - one vibration

- When the device is ready to be used – two vibrations

- When the experience is nearly complete (30 seconds prior the end of the tobacco session)  - two vibrations

What do the lights on my Holder mean?

Any white light indicates that the IQOS 3™ device performs various operations, like charging, resetting, OR is ready to use, fully charged etc.

Any red light (steady or blinking) indicates that there is a device error.

Please, perform a reset of your device [add link to How to reset question] and try using it again.

Still no luck?

Please contact Customer Care or ask for assistance at the nearest IQOS store.

What do the lights on my Pocket Charger mean?

Any white light indicates that the device performs various operations, like charging, re-initialization, ready to use, fully charged etc.

A red blinking light can occur on:

  • Only Bottom Charger Light indicator: the device is outside operating temperature (0 - 50°C). -> Wait until device is within temperature limits.
  • Holder status light: Holder malfunction -> Please, perform a reset of the device. [add a hyper link to How to perform a reset question]

Still no luck?

Please contact Customer Care or ask for assistance at the nearest IQOS store.

What is the optimal IQOS device functioning temperature?

IQOS 3 is designed to work in a wide range of temperatures, but HEETS tobacco stick tastes best when the device is used between 0℃ and 50℃.

What is a New ProtectPlus™ System?

ProtectPlus™ System hosts a number of technological improvements:

- robust outer shell improves shock resistance of the device

- new side door opening tested to guarantee reliable performance

- new technology provides longer battery life

- heating chamber of your Holder has been redesigned for improved reliability

Which parts of the IQOS device need to be replaced regularly and when should they be replaced?

The design of the IQOS system does not provide for part replacements. The device’s battery was developed to support 14600 charges. We recommend that you manually clean the device every 20 times it is used to ensure optimum performance and a consistent flavor experience, following the instructions provided in the user guide.

What should I do if my IQOS stops working correctly?

If you have an IQOS account on our website, contact Customer Support or visit one of our stores or IQOS spaces offering Assistance.

Unregistered customers can contact Customer Support using the contacts provided to clear up any queries; however, for the purpose of the warranty, you will need to visit the IQOS Boutique in Chiado, providing proof of purchase.

Why can’t I insert the tobacco stick in the Holder

A bit of tobacco from a previous stick might be stuck in the Holder’s cap. Remove the Holder’s cap and use the cleaning hook to remove any residue. Consult the video on how to clean the IQOS device.

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