Your IQOS doesn't work.

What to do if your IQOS Originals is not working.

Are the LEDs on your IQOS ORIGINALS device not lighting up? Your device may simply be turned off or not charging.

1. Place the IQOS ORIGINALS holder in the pocket charger. 
2. Press and hold the button on the pocket charger for 10 seconds to reset your device. This will turn your device back on. 
3. Connect the pocket charger to a power outlet using the IQOS ORIGINALS power adapter and USB charging cable. Always use the accompanying IQOS ORIGINALS power adapter and cable and regularly clean the contacts between your holder and pocket charger. 
4. While your pocket charger is charging, the lights in the charging bar pulsate. If your device is heavily discharged, it may take up to 20 minutes for charging to begin.

If the problem is not yet resolved, start the Online Diagnostic Tool.

What is the Online Diagnostic Tool and how does it work?

The Online Diagnostic Tool is our self-service tool which will help you to quickly and autonomously resolve the issues related to your IQOS ORIGINALS device or get a replacement when eligible. It’s easy to use: 

1. Go to the Online Diagnostic Tool.
2. Choose your device.
3. Choose your issue.
4. Follow our step-by-step troubleshooting guidelines.

You will find all the information and guidance you need to continue enjoying your experience with IQOS ORIGINALS.

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