Why isn’t my IQOS device charging?

First check to make sure there is no visible damage to your device – if there is, don’t try to charge it.

Please only use the associated IQOS USB power supply and charging cable to charge your IQOS. Charge your device for at least 20 minutes. If your device still doesn't charge, perform a device reset.

IQOS ILUMA

Please make sure you are using the Power Adaptor and Charging Cable that come with your device. 3rd party Power Adaptors and Cables may cause the device to not charge properly or malfunction and may pose safety risks.

Note: Charging times depend on the conditions of use and existing battery level.

IQOS Originals

IQOS Originals ONE

Press the button of IQOS ORIGINALS ONE for 10 seconds to RESET which will also turn ON your device.
Plug the device into a power outlet with the original IQOS ORIGINALS ONE power adaptor and cable. Always use the original power adaptor & cable and a wall outlet.
While your device is being charged, the lights will be pulsing.

IQOS Originals DUO

Please ensure the Holder is inserted the right way up - otherwise it won’t charge.
Plug the pocket charger into a 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.

If the problem persists, troubleshoot your device by following the easy steps on our online self-diagnostic tool.

Troubleshoot

Otherwise, check the current firmware version of your IQOS device and, if necessary, perform a firmware update by logging in to your account on IQOS.com, and going to MY DEVICES. Select the affected device, and then update the firmware.

If the problem has not been resolved in this way, please contact IQOS Customer Care.

Call #983838

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