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IQOS diagnostic tool

Let's fix your IQOS

Please select your device to see the relevant content

Which part of your device isn’t working?

IQOS 3.0 DUO

IQOS 3 DUO provides you with two consecutive uses without the need to recharge in between HEETS.
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IQOS Multi

Once this heated tobacco system is fully charged, enjoy 10 back-to-back, uninterrupted tobacco moments.
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IQOS 3.0

IQOS 3 designed to fit amazingly in your hands, it gives you hundreds of customization options to make it yours.
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IQOS 2.4 Plus

IQOS 2.4 PLUS is intended to sync with our Bluetooth app, to get you started with features such as device pairing, and much more.
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IQOS 2.4

The perfect start of journey from cigarettes towards a new level of tobacco enjoyment.
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If you are experiencing an issue with your IQOS 3 MULTI device, the first step is to check if it has been charged.

How to check if your IQOS 3 MULTI device is charged:

Press the button on your IQOS 3 MULTI device; the battery status lights (at the bottom of the device) should turn on. If they don’t, press and hold the button for 4 seconds until the small light turns on. The battery lights should stay on once you press the button again.

If you do not see any lights, charge your IQOS 3 MULTI by closing the lid and using the official IQOS AC Power Adaptor and cable for at least 20 minutes*. We recommend that you fully recharge your IQOS 3 MULTI. This can take up to 75 minutes. Once fully charged the battery status lights will turn OFF.

* Note that laptop USB ports may not have enough power to charge your IQOS 3 MULTI. We recommend using an electrical outlet instead.

How to Charge IQOS 3 Video

Resetting Your IQOS 3 MULTI Device

If your IQOS 3 MULTI is charged, but still not working, the next step is to reset the IQOS 3 MULTI.

Press and hold the button on your IQOS for approximately 10 seconds. After the lights fade, continue holding the button for 2 more seconds. When you release the button you will see all the lights briefly blink white.

Cleaning Your IQOS 3 MULTI Device Can Solve a Number of Problems You Might Be Experiencing

Does it feel difficult to draw on your HEETS while using your IQOS 3 MULTI? Not getting enough aerosol when using your IQOS 3 MULTI? These issues can likely be resolved by using the IQOS Cleaning Tool and Cleaning Sticks.

Cleaning your IQOS 3 MULTI regularly and with the right tools will not only ensure that you are getting the optimal real tobacco taste experience; but it can also solve some of the issues you may be experiencing with your IQOS 3 MULTI.

How to Clean IQOS 3 Video

Is your IQOS 3 MULTI device not starting?

If your IQOS 3 MULTI device is not starting, sometimes residual tobacco can prevent it from starting. Simply remove the Cap and clean the flat surface next to the heating chamber as well as the inside of the Cap using IQOS Cleaning Sticks.

IQOS 3 MULTI Temperature Issues

Does your IQOS 3 MULTI device have a blinking red light or a white light blinking twice?

This could be because your IQOS 3 MULTI device is too cold or too hot. IQOS 3 MULTI operates in a temperature range between 0° and 50° C. If the ambient temperature is low, try warming the device in your hand for at least 1 minute. If it is too hot, take it with you to a colder place and it should be working again once it has cooled down.

Does your IQOS 3 MULTI have a broken heating blade or other physical damage?

Check to see if your IQOS 3 MULTI has a broken heating blade or any other physical damage. If it does, we are sorry that this happened to you. Please contact Customer Care and we will support you with this issue.

Sometimes the cleaning of your IQOS 3 MULTI can damage the blade inside your IQOS. Be careful not to exert force onto the blade when cleaning your IQOS 3 MULTI. Also ensure you never twist your heatstick while it's in the IQOS. This movement can damage the heating blade and disrupt your IQOS experience.

For more information, have a look at our IQOS 3 MULTI User Guide

Download the IQOS 3 MULTI user manual here.

IQOS CARE PLUS

Every IQOS experience is unique. So we developed IQOS CARE PLUS, a service package for you to enjoy tailored support, coverage, and other additional benefits. It's time to enhance your IQOS experience

IQOS 3 MULTI Learn More

Need support using your IQOS? How about some tips? Learn more on how to use, clean, and charge your IQOS 3 MULTI, and find quick tips here.

Got a question?
Find the answer in our FAQs.

See FAQs

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This website contains information about our smoke-free products and we need your age to make sure that you are an adult in South Africa who would otherwise continue to smoke or use nicotine products. Our nicotine and tobacco products are not an alternative to quitting and are not designed as cessation aids. They are not risk free. They contain nicotine, which is addictive. Only for use by adults. Please visit the Important Information page of this website for further risk information