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Troubleshooting your IQOS 3 DUO

Try our do-it-yourself tool, it will help you find a solution for device issues in a few easy steps


Gold IQOS Duo on a wooden table

Select your device

Gold IQOS DUO on a wooden table IQOS charging slowly

Is your IQOS charging too slowly?

1. Make sure you’re using the official IQOS cable and AC power adaptor, as charging IQOS from a computer USB port or using a third-party cable can be less effective.

2. If IQOS 3 DUO Pocket Charger is already fully charged when you connect it to a power supply, the status light may flash. This is normal. If IQOS 3 DUO Pocket Charger is completely out of battery, you might need to plug it in with the AC adaptor for up to 20 minutes before any status lights appear.

How to charge your IQOS

Gold IQOS device, a mobile, a yellow cup and a glass of water on a table bar Disassembled IQOS holder, charger and other accessories on a table

Are the status lights flashing?

1. Lights are blinking white twice: IQOS 3 DUO might have a temperature issue. You may need to let it cool down or warm up in your hands. If that’s not the case, try inserting IQOS 3 DUO Holder into your Pocket Charger for auto-cleaning.

2. Lights are flashing red: Try resetting your device. If the flashing lights don’t stop, then get in touch with us so we can help.

Let us help

Grey IQOS Duo on a table in a garden

Resetting your IQOS

If IQOS 3 DUO is charged but not working, you might need to reset it. Press the charger button until the lights fade, then release the button. All status lights will turn off, flash twice, then slowly reappear, to tell you the reset was successful.

Disassembled IQOS holder, charger and other accessories on a table

Is air not flowing through device as it should?

IQOS 3 DUO Holder might need a clean.

1. Wait for the device to cool down, before sliding the cap upwards to remove it.

2. Insert the IQOS cleaning tool and rotate gently. If you do this regularly, you’ll reduce any tobacco build-up.

3. As some parts of the device, including the heating chamber, can't be accessed with the cleaning tool, use your cleaning sticks instead. Use them gently to avoid breaking or damaging the blade.

Learn how to clean your holder

A mobile and a gold IQOS kit on a table

A broken blade or other damage?

The blade can break if you use too much force when cleaning the holder, so make sure you clean with gentle fingers and when inserting a HEETS stick, avoid twisting it.

If the device is damaged, let us know. We will check if you are eligible for replacement and if you are. we will arrange it for you.

Gold IQOS DUO on a laptop
Gold IQOS DUO on a laptop

IQOS 3 DUO User Guide

Download the IQOS 3 DUO User manual here

Download our IQOS 3 DUO User Guide

Still have questions about IQOS?

We are available to help you through various channels.

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    Live chat

    Get immediate support through Live chat. Available everyday from 09h-00h.

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    Write us to We will reply as soon as possible.

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    Your question might have already been asked before. Browse our FAQs to see if there’s an answer waiting for you.

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    Give us a call on 800 200 098. Available everyday from 9h-21h.

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