IQOS ORIGINALS FAQs

• We decided to change the name, as it better suits IQOS. 

• Original, because it provides  the same real tobacco taste and satisfaction.

• Original, because it comes with the same tried-and-trusted HEATCONTROL TECHNOLOGY with a unique ceramic blade that has helped make IQOS the No.1 heated tobacco product* and choice for 15.2 million adult smokers around the world**.

• Market note:

• * PMI global estimate of total In-Market Sales of Heated Tobacco category in units as of December 2021 (excluding China and US).

• **PMI Financials or estimates, IQOS user panels and PMI Market Research. Status as of December 2021. IQOS users who have completely quit cigarettes and for whom PMI HeatSticks represent at least 70% of their past 7-day heated tobacco consumption.

• IQOS ORIGINALS ONE is a compact, easy-to-use, all-in-one device, that fits in your pocket, providing real tobacco taste for up to 20 experiences on one full charge including 3 consecutive uses. 

• This simple form and iconic design contains our HEATCONTROL TECHNOLOGY with a unique flat, wide ceramic blade incorporating platinum and gold tracks. This optimally heats the tobacco from the inside releasing real tobacco taste and satisfaction.

• IQOS ORIGINALS ONE is available in four vibrant colours: Scarlet, Silver, Turquoise and Slate.

• IQOS ORIGINALS DUO is the new name for IQOS 3 DUO. 

• Easy to use and customizable via IQOS app, IQOS ORIGINALS DUO comes in the same form as its predecessor, providing the same real tobacco taste, but with new colour options and new accessories. 

• Both IQOS ORIGINALS DUO and ORIGINALS ONE are available in four vibrant colours: Scarlet, Silver, Turquoise and Slate. 

• Both devices use our HEATCONTROL TECHNOLOGY and a unique ceramic blade to optimally heat tobacco from the inside. 

• This blade with platinum and gold tracks, inserts into the HEETS tobacco stick so all its wide surface touches the tobacco optimally heating it and providing real tobacco satisfaction

• IQOS ORIGINALS ONE is a compact, lightweight easy-to-use, all-in-one device, that fits in your pocket offering up to 20 experiences including 3 consecutive uses on one full charge. 

• IQOS ORIGINALS DUO is the new name of our IQOS 3 DUO device.

• The Pocket Charger houses our most compact lightweight Holder yet which can give up to 20 experiences including 2 consecutive uses on one full charge. 

• And you have hundreds of customization options for IQOS ORIGINALS DUO with a range of accessories including more colour options for caps, doors and sleeves

• What is more, the dual cleaning tool can help clean around the blade of your IQOS ORIGINALS device even more effectively.

• Both devices offer real tobacco taste. 

• Both use our HEATCONTROL TECHNOLOGY and a unique flat wide ceramic blade that optimally heats the tobacco from the inside.

• The main differences are form and number of consecutive uses. IQOS ORIGINALS ONE is an all-in-one compact device that offers up to 3 consecutive uses, whereas IQOS ORIGINALS DUO features a Holder and Pocket Charger delivering up to 2 consecutive uses.

• Both devices can be customized with accessories.

• Both IQOS ORIGINALS devices contain our patented HEATCONTROL TECHNOLOGY, using our unique ceramic blade to heat the tobacco from the INSIDE. 

• This blade with platinum and gold tracks, inserts into the HEETS tobacco stick so all its wide surface touches the tobacco, optimally heating it to a temperature below that of combustion. This releases a real tobacco taste without producing, smoke, ash. 

• Yes, you can customize your experience with IQOS ORIGINALS by adjusting your preferences and settings in the IQOS app. 

• You can also customize your device by choosing from our range of accessories crafted especially for each device- ORIGINALS DUO and ORIGINALS ONE.

• IQOS ORIGINALS devices are designed to work exclusively with HEETS tobacco sticks. The devices’ flat, wide ceramic blade optimally heats the tobacco releasing tobacco vapour to give you real tobacco taste

• You can explore the HEETS range of tobacco sticks and choose those that best suit your personal taste.

• For IQOS ORIGINALS DUO: the serial number of your device is a code that exists of fourteen characters. This code is displayed on the side of your Holder 

• For IQOS ORIGINALS ONE: the serial number of your device is a code that exists of fourteen characters. This code is displayed on the the external surface of your device’s heating chamber underneath the removable cap.  

• If the light on your IQOS ORIGINALS ONE blinks red, please reset the device. If it blinks yellow, the battery is depleted and needs to charge. If it blinks white twice return the device to its normal operating temperature to continue using it.

• For IQOS ORIGINALS DUO, a red light blinking on the Holder indicates the Holder is discharged, there is a malfunction or a broken blade. If the bottom Pocket Charger light blinks red, you should perform a reset.

• It’s easy to check 

• FOR IQOS ORIGINALS ONE: 

• Make a short press (less than 1 second) on the device button and release. The number of LEDs that illuminates corresponds to the approximate charge level in the device battery where 4 LEDs indicates that the battery is more than 75% charged and 1 LED indicates you need to charge your device.

• FOR IQOS ORIGINALS DUO:

Press and release the Pocket Charger Button. The Pocket Charger Status light will turn ON for 3 seconds to indicate battery status where 4 LEDs illuminating mean it is more than 75% charged and 1 LED indicates the need to charge.

• You can check either on the Holder itself or on the Pocket Charger. In either case, you can press and release the Button (on the Holder /Pocket Charger).

• In both cases, 2 white LED lights indicates the Holder has two uses, 1 white LED light indicates one use remains and no light indicates the Holder is not charged.

• You can use the IQOS AC Power Adaptor from any previous IQOS device version to charge your IQOS ORIGINALS device. But please be careful to use the right cable if considering a cable from an older device. 

• For IQOS ORIGINALS ONE, you may only use the IQOS Multi USB cable since it also hosts a USB type C port. For IQOS ORIGINALS DUO, USB cables from IQOS 2.4 /2.4+ are not compatible because they are USB A – micro-USB cables.

• You won’t need to because all IQOS ORIGINALS devices come with their own AC Power Adaptor and dedicated charging cable.

• But you can also use the  AC Power Adaptor from any previous IQOS device version to charge your IQOS ORIGINALS device. 

• For IQOS ORIGINALS ONE, make sure you use the USB A to USB C charging cable that comes with your device. You can also use the IQOS MULTI USB cable since it hosts a USB type C port also. 

• For ORIGINALS DUO make sure you use the USB – C to USB - C Cable that comes with your device, but USB cables from IQOS 2.4 /2.4P are not compatible because they are USB A – micro-USB cables.

How do I store my IQOS ORIGINALS device?

• You should store your IQOS ORIGINALS in a dry ventilated place and keep it within its operating temperature range (0°C - 40°C). Make sure not to expose it to excessive heat or moisture. If you haven’t used your IQOS ORIGINALS for a while first ensure it is within its operating temperature range then try to charge it fully before using it.

• If you have not used your IQOS ORIGINALS device for a long period of time, first, please try to charge it first. Please, ensure there is no visible damage or humidity present before usage. In case you notice any malfunctioning during the use of the product, please stop using the device.

• When you start charging the battery after a long period of inactivity, i.e. when your battery is completely depleted, the charging lights may not appear for up to 15 minutes, but don’t worry as this is a normal process.

• If you need support while you’re away from home, our International Assistance program can help via this toll-free number: 15647 (charges may apply in some locations). Available exclusively for registered IQOS users, our experts can help by trouble-shooting and, if required, replacing your device while you’re abroad.

• Before you travel, why not learn more about the International Assistance program on this page.

• First check to make sure there is no visible damage to your device – if there is, don’t try to charge it. Then check if any red lights are illuminated. A red light indicates a device error – if any red lights illuminate, then please follow the guidance in your user manual for error messages.

• For IQOS ORIGINALS DUO, please ensure the Holder is inserted the right way up - otherwise it won’t charge. 

• Please note, when you start charging the battery after a long period of inactivity, i.e. when your battery has been completely depleted, the charging lights may not appear for up to 15 minutes. This is a normal process. If your IQOS ORIGINALS device is still not charging after this, please contact us.

• 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. 

• You can start by gently removing residue from around the blade in the heating chamber as well as from inside the cap. 

• We recommend cleaning your IQOS ORIGINALS device after finishing each pack of HEETS. 

• You can also bring your IQOS ORIGINALS DUO into your nearest IQOS boutique for a free Complete Service periodically. 

• With the dual cleaning tool, it’s easier than ever to clean and care for your IQOS ORIGINALS device, removing residue from those harder to reach places thanks to its innovative design. It should only take a minute to clean your IQOS ORIGINALS device. 

IN-DEPTH TEXT EXPLANATION FOR CLEANING IQOS ORIGINALS DEVICE 

• Before you get started, make sure your device has cooled down since you last used it and your cleaning tool is in good condition. 

• For IQOS ORIGINALS ONE, slide open the device cap to start cleaning the heating chamber. 

• For IQOS ORIGINALS DUO, remove the cap on the holder, hold it upside down and gently tap to release any loose tobacco residue. 

• For either device, next, open and insert the top tool into the heating chamber without twisting, until it touches the bottom of the heating chamber, rotating 3 times before removing it (without twisting). 

• If you’re cleaning the blade, switch ends on the cleaning tool, align it carefully with the heating chamber and insert. 

• Make 3 elliptical movements to gently clean the blade. Tap out any loose residue. 

• Optionally, you can use cleaning sticks to finish, cleaning around the bottom of the chamber without touching the blade 

• You should clean your IQOS ORIGINALS device regularly, after every pack of tobacco sticks.

• Regularly cleaning helps you save the taste you like and keeps your device in optimal condition. It only takes a minute. Of course, you can clean more frequently. 

• Just make sure you only use IQOS cleaning products when you are cleaning your IQOS ORIGINALS device.

• For best results removing tobacco from your IQOS ORIGINALS 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. 

• IQOS ORIGINALS DUO is replacing IQOS 3 DUO. 

• While we have changed the name and added four new vibrant colour options IQOS ORIGINALS DUO comes in the same form as its predecessor, offering the same real tobacco taste, complemented by an enhanced range of accessories and customization options.

• You can connect IQOS ORIGINALS DUO with the IQOS app by pairing it via Bluetooth.

• For IQOS ORIGINALS ONE, connect to the IQOS app via USB cable and your computer.

• On your IQOS ORIGINALS DUO press the Pocket Charger button for five seconds to turn off your device, then turn it back on by pressing again for five seconds, and releasing.  Next, press the button twice in one second followed by one long button press (five seconds), finally releasing the button to enable Bluetooth or vice versa (to disable Bluetooth). 

• Bluetooth connectivity is not currently available for IQOS ORIGINALS ONE devices.

• First step is to ensure Bluetooth on your device is enabled (see FAQ How do I enable or disable Bluetooth on my IQOS ORIGINALS devices?). 

• Then, if you are pairing for the first time, first allow the IQOS app to access the device location. Inside the IQOS app navigate to the ‘Devices’ tab and select “ADD NEW”. Next simply follow the instructions on the screen. 

• If the device has already been paired just select “PAIR”. 

• In all cases, you should note IQOS ORIGINALS DUO automatically disconnects from the IQOS app during an experience and while charging. It automatically reconnects after your IQOS experience has ended.

• Updating firmware on your IQOS ORIGINALS devices is simple and just differs slightly depending on which device you are updating 

• For IQOS ORIGINALS ONE, your first step is to connect the device via USB cable. 

• Then if you are using Android or Desktop application, click on “Devices” tab, first check if a new firmware is version available. Click on “Upgrade firmware” and follow the instructions that appear.

• If you are upgrading the firmware in your web browser: first check in the device settings page if the firmware upgrade is available. Click on “Upgrade firmware” and follow the instructions that appear

• If you’re performing a firmware upgrade for IQOS ORIGINALS DUO, first enter the IQOS app. Next, select “Device”, moving to “About my device” and then to “Firmware upgrade”

• It’s easy to register your IQOS ORIGINALS device. Simply scan the QR code on the packaging to access the IQOS website where you can register your IQOS ORIGINALS device.  

• The dialog box for the device’s serial number is automatically populated. If not, please take a picture of the label outside the packaging box to capture the serial number of your device. Then you need to fill in required information to register your device [country specific]

• You can also register your device onto your account using the IQOS app as registration will happen during the pairing process. 

IQOS comes with a voluntary warranty of 12 months. During this period, IQOS will replace or repair your device if the warranty conditions are met. With the free IQOS Care Plus service package, you can gain additional coverage for your device, including a worldwide warranty. 

Find out more about IQOS warranty.