I cannot insert HEETS tobacco stick into the Holder

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 the above is all right, you can try to pre-heat the IQOS Holder prior to inserting the HEETS tobacco stick:
IQOS 3 / IQOS 3 DUO:
• Press the Holder Button to start heating
• Wait for 2-3 seconds for pre-heating
• Gently insert the tobacco stick

IQOS 3 MULTI:
• Open the lid
• Press the Button to start heating the device
• Wait for 2-3 seconds for pre-heating
• Gently insert the tobacco stick

If none of the above solutions help, please contact the IQOS Team for assistance.

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