Continue with login





How do I use IQOS?

Turn the lid opening and insert a HEET tobacco stick with the tobacco-side down 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.

And it's ready to use again.

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 IQOS 3 Multi Button for 1 second
  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 75 minutes to fully charge the IQOS 3 Multi from an electrical outlet. Only charge IQOS 3 Multi device using supplied AC Power Adaptor and USB cable.

Should I always fully charge my IQOS 3 MULTI battery?

The IQOS 3 Multi device does not require a full charge to work. If the device is fully charged you may use it up to 10 back-to-back sessions without recharging.

How can I reset my IQOS device?

You can easily reset your IQOS 3 Multi device by pressing and holding the Button for 10 seconds and then releasing.

The lights will fade in and out to confirm a reset.

What do device vibrations mean?

IQOS 3 Multi vibrations are activated in the following situations:

- At the start of the heating (once you press the Button to start) - 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 IOQS 3 Multi mean?

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

Any red light indicates that there is a device error or device operates outside its operating temperature (0 - 50°C).

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

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 Multi 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℃.

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 10 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.

This site contains information on a product containing tobacco and is reserved for smokers over 18 years old residing in Portugal.
Are you 18 or over?
You must be 18 or over to access materials on this site