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FAQ

IQOS 3

How do I use IQOS 3 Device?

In order to experience the taste of tobacco without burning it, you must remove your IQOS Holder from the Pocket Charger and insert a tobacco stick. After you have inserted the tobacco stick press the Holder Button for a few seconds until the Holder vibrates and the light pulses white and then remove your finger from the Button. You can start using your IQOS 3 device once the Holder vibrates twice and the light is solid white. Without pressing any buttons, take a puff like you would with your cigarette. The experience will last around 6 minutes or 14 puffs, whichever comes first and will also depend on how you use it. The harder you draw, the faster you will reach the end of your experience. The Device will vibrate twice to indicate that you are coming close to the end of your experience and this means you have around two puffs left or 30 seconds. Only when the light switches off does this mean your experience has ended and you can now proceed to remove the tobacco stick. Please follow the link to watch a video on how to use the IQOS 3 Device: https://za.iqos.com/support/iqos-help/learn-more-3-kit. For more information on the IQOS 3 click here: https://za.iqos.com/product/iqos-device/3-info

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. Please follow the link to watch a video on the battery level and charging: https://za.iqos.com/support/iqos-help/learn-more-3-kit

How long should I charge the IQOS before first use?

The Pocket Charger does not require a full charge to work, however we recommend fully charging the Pocket Charger before the first usage. It will take approximately 120 minutes and charging the Holder within the Pocket Charger takes up to 3.5 minutes between each use of a tobacco stick. Insert link on how to charge my Device

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.

How do I charge my Holder?

The Holder can only be used once with each tobacco stick and needs to be recharged between each tobacco stick used. Place the Holder in the Pocket Charger and then close the door to charge. Flashing white light will indicate charging. Please follow the link to watch a video on the battery level and charging: https://za.iqos.com/support/iqos-help/learn-more-3-kit

Can I charge 2.4/2.4 Plus Holder with the IQOS 3 Pocker 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?

IQOS 2.4Plus has the following new features: • IQOS Holder: faster charging (up to 35% faster) • IQOS Holder vibration • More robust Pocket Charger (improved latch) • Brighter, white lights on IQOS Holder display • Auto cleaning cycle replaces manual cleaning IQOS Holder vibration: • Vibration begins and a light pulses when you press and hold the Heating Button. This indicates the beginning of the experience (that you can enjoy a tobacco stick for about 6 minutes or 14 puffs whichever comes first). • Vibration and blinking begin when there are 30 seconds or 2 puffs left. This indicates that the IQOS Holder will switch off automatically. Auto cleaning: • Auto cleaning is automatically triggered every 20 charges, after the IQOS Holder has finished its charging process. • During auto cleaning, the user will observe a longer charging process of the 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 do I clean my IQOS 3 Device?

To clean, slide the Cap upward and remove completely. Insert the IQOS Cleaning Tool and rotate gently. To avoid breaking the Heater Blade employ a gentle circular motion when using the IQOS Cleaning Stick. Clean daily for optimal experience. Please follow the link to watch a video on cleaning your IQOS Device: https://za.iqos.com/support/iqos-help/learn-more-3-kit

How can I reset my IQOS device?

You can easily reset your IQOS 3 Device by pressing and holding the Pocket Charger Button for 10 seconds and then releasing. Battery Status light will fade in, blink twice, and then progressively fade in to confirm a reset. Please follow the link for more information on Troubleshooting: https://za.iqos.com/support/iqos-help/troubleshooting-3-kit

What do Device vibrations mean?

Holder vibrations are activated in the following situations: First Vibration : At the start of heating (once you press the Holder Button to start) Second Vibration : When the Device is ready to be used. Third Vibration: When the experience is nearly complete (30 seconds prior the end) You can personalise your vibration setting through the IQOS Connect App. If ther are no device vibrations this can indicate that the vibration function was disabled through the IQOS Connect App or it may be a IQOS 3 Holder manlfunction.

What do the lights on my Holder mean?

Any white light indicates that the Device performs various operations, like charging, re-initialization, ready to use, fully charged etc. A red blinking Holder light can mean that the Heating Blade is broken or it may be a Holder malfunction. If the IQOS 3 Holder is inserted upside down in the Pocket Charger, there won’t be any LED indication of the Holder presence. Therefore, the IQOS 3 Holder won’t be charging. Please, ensure you put it in the right way. To resolve any issues, you may have, try the following: Step 1. Check that the IQOS 3.0 Pocket Charger is switched ON and has enough power Step 2. Place the Holder in the Pocket Charger and wait until it is fully charged (up to 3.5 minutes) Step 3: Physically clean the device Step 4. Ensure your Holder’s electric contact is clean Step 5. If none of the above works, perform a reset of your device Please follow the link for more information on Troubleshooting: https://za.iqos.com/support/iqos-help/troubleshooting-3-kit Step 6. Still no luck? Please contact Customer Support on 0800 043 387 or contact us through one of our Social Media Customer Support pages at IQOS South Africa on Facebook and @iqos_support_za on Twitter (https://za.iqos.com/contact-us). Alternatively ask for assistance at the nearest IQOS kiosks or stores: https://za.iqos.com/stores

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. If there are 2 white blinks - the Device is outside operating temperature (0°C-50°C). Wait until the Device is within temperature limits (0 - 50°C). A red blinking light can occur on the bottom Charger Light indicator. To resolve the issue, you may try the following: Step 1. Check that the IQOS 3.0 Pocket Charger is switched ON and has enough power Step 2. Perform a reset of your Device Please follow the link for more information on Troubleshooting: https://za.iqos.com/support/iqos-help/troubleshooting-3-kit Step 3. Still no luck? Please contact Customer Care by calling us at 0800 043 387, email us at contact.za@iqos.com, or contact us through one of our Social Media Customer Support pages at IQOS South Africa on Facebook and @iqos_support_za on Twitter (https://za.iqos.com/contact-us). Alternatively, you can ask for assistance at the nearest IQOS kiosks or stores: https://za.iqos.com/stores.

What is the optimal IQOS Device functioning temperature?

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

What is a smart blade self cleaning system?

The smart blade self-cleaning process is automatically activated after every 20 sessions, when the Holder is charging. This process reduces tobacco residuals on the Heating Blade, to make the manual cleaning process easier while ensuring the best tobacco taste experience. The smart blade self-cleaning process can also be activated through the IQOS Connect app on demand.

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. Please follow the link to for more information on the IQOS 3 Device: https://za.iqos.com/product/iqos-device/3-info

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