What should I do if my IQOS isn't working?

If it’s been a while since you last used your device, check to see if there is visible damage. If you don’t see any, try fully charging it and turning it on.

If you see a red light, reset your device. To reset IQOS ORIGINALS, press and hold the Pocket Charger Button for ten seconds, then release. The Battery Status light will fade in, flash twice and then slowly return to full brightness to confirm the reset.

If that doesn’t work, try our online diagnostic tool to see other recommendations or, if your device needs replacement, reach out to an IQOS Care Expert:

The information provided is subject to terms and conditions.

IQOS is the first and only tobacco heating system authorized by the US FDA as a Modified Risk Tobacco Product.*

*This does not mean that IQOS is risk-free or that the FDA has approved or endorsed IQOS.