Troubleshoot your IQOS ORIGINALS DUO

Find the answers to the most common issues in this page or try our online diagnostics tool which can help you find a solution in a few easy steps.

Your device simply might be OFF or discharged

Place the IQOS ORIGINALS DUO holder inside the pocket charger.
Press the pocket charger button for 10 seconds to RESET which will also turn ON your device. Watch the tutorial to see how to RESET your device.
Plug the pocket charger into a wall power outlet with the original IQOS ORIGINALS DUO power adaptor and cable. Always use the original power adaptor and cable and always keep the contacts clean between your holder and pocket charger.
. While your pocket charger is being charged, strip lights will be pulsing. Remember, a deeply discharged pocket charger may take up to 20 minutes to start charging. Learn how to charge your device and how to clean the contacts.
Visit self-diagnostics tool if you need further support.

Your device might be warning on an error

BLINKING RED LIGHT ON IQOS ORIGINALS DUO DEVICE:
- Your heating blade might be broken.
- Your holder might not be getting enough charge from your pocket charger. Always use official power adaptor and cable with a power outlet and always clean the contacts between your holder and pocket charger.Visit how to charge your device and how to clean the contacts
- Your device might need a RESET. Ensure your holder is inside the pocket charger. Press the pocket charger button for 10 seconds. Watch the tutorial on how to reset your device.
BLINKING WHITE LIGHT ON IQOS ORIGINALS DUO DEVICE:
- Your device might be outside of the operating temperature range (0°C to 50°C). You may need to let it cool down or warm up in your hands.

Your device simply might not be getting enough charge

Always use IQOS ORIGINALS DUO original power adaptor and cable and use a power outlet. This will ensure your pocket charger is being charged in its designed time. Watch the tutorial to see how to charge your device.
Always keep the contacts clean between your holder and pocket charger. This will ensure your holder is getting the charge fast enough from your pocket charger. Watch the tutorial to see how to clean the contacts.

Your IQOS ORIGINALS DUO Holder might need a clean.

Ensure to let your IQOS ORIGINALS DUO Holder fully cool down before you start cleaning (at least 30 seconds after the last use)
Always use the original IQOS cleaning tool and cleaning sticks
Refrain from applying too much pressure and touching the heating blade.
Clean after each pack of the tobacco sticks to save the taste you like and remember to renew your holder cap in every 6 months.
Visit how to clean your device.

You didn’t find what you are looking for? Did you know?

Regularly updating the firmware of your device will help you to maintain the device performance and improve your experience. It may also resolve your issue! Visit nearest IQOS booth/kiosk for firmware upgrade.
You may place a self replacement order through our online diagnostics tool! We will help you step by step to identify your issue and let you know if you are eligible for a replacement, and if you are, we will arrange it for you! Visit self-diagnostics tool.

There’s more useful information in our IQOS ORIGINALS ONE User Guide.

Our IQOS ORIGINALS DUO User Guide will let you delve deeper into how your device works and how to use it.

There are several ways you can reach us.


Use our live chat	Facebook us	Follow us on Instagram
Chat to our IQOS coaches in real time. They’re available every day from 08 to 22. Just give them a message and they’ll get back to you. Let's chat	You can even find care on our social media, so feel free to message us with any questions and we’ll get back to you as soon as we can. Our Facebook page	Follow our Instagram account @iqos_id to get latest update. Message us your questions through DM and we’ll get back to you in minutes. Our Instagram

Send us an email	No question is too small	Give us a ring
Write to us. Our inbox is never too full. Email us	Your question might have already been asked before. Browse our FAQs to see if there’s an answer waiting for you. Look through our FAQs	Sometimes you just want to ask a question in person. We get it. That’s why our phone support line connects you directly to an IQOS expert. Get in touch

	Use our live chat Chat to our IQOS coaches in real time. They’re available every day from 08 to 22. Just give them a message and they’ll get back to you. Let's chat
	Facebook us You can even find care on our social media, so feel free to message us with any questions and we’ll get back to you as soon as we can. Our Facebook page
	Follow us on Instagram Follow our Instagram account @iqos_id to get latest update. Message us your questions through DM and we’ll get back to you in minutes. Our Instagram
	Send us an email Write to us. Our inbox is never too full. Email us
	No question is too small Your question might have already been asked before. Browse our FAQs to see if there’s an answer waiting for you. Look through our FAQs
	Give us a ring Sometimes you just want to ask a question in person. We get it. That’s why our phone support line connects you directly to an IQOS expert. Get in touch