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Troubleshooting your IQOS 3 DUO

If you have already registered your device, try our online diagnostic tool. It can help you find a solution for device issues in a few easy steps or go for its replacement

Click to start

Haven't registered your device yet? No problem, just try one of the troubleshooting options below.

Gold IQOS Duo on a wooden table
IQOS 3 DUO lights

Is your IQOS charging too slowly?

1. Make sure you’re using the official IQOS cable and AC power adaptor, as charging your IQOS from a computer USB port or using a third-party cable can be less effective.

2. If your IQOS 3 DUO Pocket Charger is already fully charged when you connect it to a power supply, the status light may flash. This is normal. If your IQOS 3 DUO Pocket Charger is completely out of battery,you might need to plug it in with the AC adaptor for up to 20 minutes before any status lights appear.

Watch tutorial

Two people talking at a table bar, one smokes IQOS and the other uses his phone

Are the status lights flashing?

1. Lights are blinking white twice: Your IQOS 3 DUO might have a temperature issue. You may need to let it cool down or warm up in your hands. If that’s not the case, try inserting your IQOS 3 DUO Holder into your Pocket Charger for auto-cleaning.

2. Lights are flashing red: Try resetting your device. If the flashing lights don’t stop, then get in touch with us so we can help.

Let us help

Man with a gold IQOS Duo and a mobile in his hands

Resetting your IQOS

If your IQOS 3 DUO is charged but not working, you might need to reset it. Press the charger button until the lights fade, then release the button. All status lights will turn off, flash twice, then slowly reappear, to tell you the reset was successful.

Man cleaning his IQOS holder

Is air not flowing through device as it should?

Your IQOS 3 DUO Holder might need a clean.

1. Wait for your device to cool down, before sliding the cap upwards to remove it.
2. Insert the IQOS cleaning tool and rotate gently. If you do this regularly, you’ll reduce any tobacco build-up.
3. As some parts of your device, including the heating chamber, can't be accessed with the cleaning tool, use your cleaning sticks instead. Use them gently to avoid breaking or damaging the blade.

Learn how to clean your holder

A mobile and a gold IQOS kit on a table

A broken blade or other damage?

The blade can break if you use too much force when cleaning the holder, so make sure you clean with gentle fingers and when inserting a tobacco stick, avoid twisting it.

If your device is damaged, let us know. We will check if you are eligible for replacement and if you are. we will arrange it for you.

Gold IQOS DUO on a laptop

That’s not all. There’s more useful information in our IQOS 3 DUO User Guide.

Our IQOS 3 DUO User Guide will let you delve deeper into how your device works and how to use it.

Download the user guide

Older generation devices’ support

We keep offering support service for devices that are no longer available for sale in an expanded network of partners. If necessary and if you are entitled to a device or component replacement, we will ensure that we can proceed, for a reasonable period after a product’s delistυ, based on the stock.

In the event that there is no stock of a specific product for replacement, we give you the opportunity to get a new one of the same or newer technology.

This way, we ensure that our services fully satisfy your support needs, regardless of the device you use.

Want to chat?

We’re here for you in-store or at your fingertips. You choose.