What do I do if I cannot insert the HEETS tobacco stick?

If you have difficulties inserting the HEETS tobacco sticks in the IQOS Holder, we advise you to first check whether: 

• there is any tobacco residue left in the Holder 
• the heating blade is cleaned regularly 
• the Holder Cap is fully closed 

If none of the above solutions helps, consider the following options: 

• Please contact Customer Care for assistance 
• Visit the  nearest IQOS Store

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