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Troubleshooting

Availability issues of IQOS devices

You can buy HEETS/TEREA online via our website iqos.com.

Please make use of the IQOS store locator to search for places to purchase HEETS/TEREA.

The models IQOS ORIGINALS DUO/ONE are no longer available to purchase. This is because the IQOS ILUMA PRIME & IQOS ILUMA are replacing the IQOS ORIGINALS and the IQOS ILUMA ONE is replacing the IQOS ORIGINALS ONE.

They all offer the same real tobacco taste and cigarette-like satisfaction, complemented by an enhanced range of accessories and customization options.

All our IQOS devices can be purchased from IQOS.com, IQOS stores, IQOS partners & duty-free.

Use our store locator to find the nearest store.

Note that IQOS ORIGINALS devices are no longer available to purchase on IQOS.com.

Relevant information:

1. Where to buy IQOS and HEETS
2. How to create an IQOS account
3. How to register your IQOS device
4.  IQOS account issue
The Online Diagnosis Tool is a self-diagnostic service that we offer to quickly and autonomously solve any problem that might be related to the functioning of your device such as light blinking, no aerosol delivery or device not working issues. If your device is defective, go to the troubleshooting section of our Get Support page, select your device, choose the issue you want to solve and start the online diagnostic tool by following our step-by-step guidelines till the end. If your problem persists, you will be redirected to the eligibility check and ask for a replacement. 

There are various ways to proceed depending on the problem your IQOS device is experiencing.  
  
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. 

 

Step 2: Firmware update with the IQOS app  

  • Otherwise, check the current firmware version on your IQOS device and, if necessary, perform a firmware update with the IQOS app. 

 

Step 3: Cleaning and charging 

  • Clean your IQOS Holder and Pocket Charger thoroughly and make sure you have charged them for at least 20 minutes using the original IQOS power supply and USB cable.  

 

Step 4: Online troubleshoot 

  

 

Step 5: IQOS Care 

  • If you require assistance with a specific problem, you’re sure to find the right answer in the support area or in the FAQs. 

If your IQOS is not charging, there are few steps you can follow to solve your IQOS charging issue and ensure the optimal charging for your device:  

  1. Check the charging cable entrance of your device. If there is any blockage, remove the blockage by gently blowing from a distance.  

  2. Ensure that you have plugged the pocket charger into a wall power outlet with a working power adaptor and cable. Always use official IQOS power adaptor and cable, unofficial ones may interrupt the charging. 

  3. Refrain from charging with a laptop. This may also interrupt the charging. While your device is charging, the lights will pulse. Please note that seeing a light on a deeply discharged device may take up to 20 minutes.  

  4. If after these steps your IQOS device is still not charging, you can go check out How to Charge your IQOS video on our troubleshooting page to learn more about your device and its charging. 

If your Pocket Charger is not charging, there are few steps you can follow to solve your IQOS charging issue and ensure the optimal charging for your device:  

 

  1. Check the charging cable entrance of your device. If there is any blockage, remove the blockage by gently blowing from a distance. 

  2. Ensure that you have plugged the pocket charger into a wall power outlet with a working power adaptor and cable. Always use official IQOS power adaptor and cable, unofficial ones may interrupt the charging. 

  3. Refrain from charging with a laptop. This may also interrupt the charging. 

  4. Clean the contacts between pocket charger and holder. 

  5. Place the holder back inside the pocket charger. Ensure to place it correctly: metal connector of the holder should be at the bottom of the pocket charger. While your device is charging, the lights will pulse. Please note that seeing a light on a deeply discharged device may take up to 20 minutes.  

    If after these steps your IQOS device is still not charging, go check out How to Charge your IQOS on our troubleshooting page.  

Your IQOS device is designed to provide you experiences that each have up to 6 mins and/or 14 puffs whichever comes first. You can follow these steps to make sure you are fulling enjoying your 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 out of your IQOS experience: check our how to videos on the get support page to learn more. 

If your IQOS ORIGINALS is not performing optimally, it may be time for a cleaning. Using the dual 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 store 

To remove the tobacco stuck in the IQOS heater, please follow these steps: 

  • For best results removing tobacco from your IQOS device, 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 dual 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!  

If you cannot position the Holder’s top 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. 

If the cap 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. 
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. You can do an eligibility check by starting our  self-diagnostic tool. 

Accidents can happen! Here’s some tips 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 tips section to learn more about cleaning and consumables.