If your IQOS heating blade has broken, we may replace your device with no cost through the accidental damage coverage within the first twelve months after the device registration. Your device with blade can be replaced up to 2 times through the accidental damage .You can do an eligibility check by starting our diagnostic tool.
Here’s some suggestions to avoid breaking the blade in the future:
- Do not exert stress to the blade while cleaning the holder
- Never twist the tobacco stick in the holder
- Avoid incorrect insertion of the cap to the holder. Go check our troubleshooting page and the suggestions section to learn more about cleaning and consumables.
IQOS Holder is also known by other words as: IQOS Pen.
There are various ways to proceed depending on the problem your IQOS device is experiencing.
Step 1: Device reset
Step 1: Device reset
- Please reset your IQOS device first in order to exclude a software error. You can learn how to reset your device on our troubleshooting page
- Otherwise, check the current firmware version on your IQOS ILUMA device and, if necessary, perform a firmware update with the IQOS app. IQOS App
- For the remaining IQOS devices you can perform the firmware update in our IQOS stores. .
- Clean your IQOS Holder and Pocket Charger thoroughly and make sure you have charged them for at least 20 minutes using the original IQOS AC Power Adapter and USB cable. /li>
- If the problem persists after resetting the device, then launch the online-diagnostic tool .
- SIf you require assistance with a specific problem, you’ll find the right answer in the support area or in the FAQs
If you are experiencing problems with your IQOS device, there are a wide range of options available:
- If you require assistance with a specific problem, you’ll find the right answer in the support area or in the FAQs Tip: Use the search function to search for specific keywords.
- If you haven’t found a solution, please contact our Facebook Support. Our specialists at the IQOS stores will assist you with your questions and problems.
If the device is defective (such as if the IQOS heating blade has broken), then please start the online-diagnostic tool . If the problem couldn’t be resolved in this manner, we are available to help you through our live chat , Facebook , E-mail , Phone ,or you can contact a specialist in an Q Store nearby.
IQOS Holder is also known by other words as: IQOS Pen.
If you cannot position the Holder’s cap correctly, you might need to clean your device and remove the tobacco residue stuck around the blade. This usually happens when the holder cap is not pulled up before removing the used tobacco stick. In order to remove it, follow the below steps;
Remove the cap from the holder by sliding it up.
Gently tap the cap to the table. Use an IQOS cleaning stick and sweep the interior of the cap to remove the last bits of tobacco.
Apply the same process with the holder. Refrain from exerting stress to the blade
Insert the cap back to the holder correctly.
Watch the tutorial to learn more details on how to clean your IQOS device on our get support page
Watch the tutorial to learn more details on how to clean your IQOS device on our get support page
If the door cover on the pocket charger doesn’t close, please follow these steps in order to perform cleaning for your device:
Always use IQOS original cleaning tool and sticks
Clean your holder, holder cap, and connectors between your holder and the pocket charger
Change your holder cap every 6 months
Watch the tutorials to learn how to clean your device on our get support page.
Your IQOS device is designed to provide a user experience that each have up to 6 mins and/or 14 puffs whichever comes first. You can follow these steps for a better user experience with IQOS:
Let the device heat up for 20 second in order to allow for aerosol creation.
Ensure that there are Intervals (time) between puffs.
Leave time between puffs allows the Holder to properly heat the tobacco and generate aerosol.
check whether the consumable was not accidentally used twice
A good cleaning of the device always help to get the best user experience: check our how to videos on the get support page to learn more.
A good cleaning of the device always help to get the best user experience: check our how to videos on the get support page to learn more.
If your blade device is not performing optimally, it may be time for a cleaning. Using the cleaning tool, cleaning can be quick and easy. Find the details in our troubleshooting page to quickly resolve it
You can also bring your IQOS into your nearest IQOS boutique for a free Complete Service periodically. Click here to find the nearest Qstore
To remove the tobacco stuck in the IQOS heating chamber, please follow these steps:
- Let it cool down for at least 30 seconds first.
- Start by tapping the device gently on a hard surface to dislodge the blockage.
- Use the cleaning tool to gently remove any residue from around the base of the blade and the rest of the heating chamber, using cleaning sticks to remove other pieces of tobacco residue if necessary.
- Find the details in our troubleshooting page on how to clean your device.
In the case of ILUMA ONE device, you must perform the following steps:
- Carefully use two fingers to remove the stick portion.
- If unsuccessful, use a toothpick to remove the part of the stick that remains inside the device.
- Do not use any sharp tools as they may damage the device. If you have any problems, please go to the nearest IQOS store so that one of our employees can help. Click here to find the nearest Qstore.