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IQOS 3 DUO: Troubleshooting your IQOS 3 DUO

We are here to help. Get the support you need for your IQOS 3 DUO.
First, please let us know which IQOS device you need support with?

Your IQOS is charging slowly

Your IQOS is charging slowly

Make sure you’re using the official IQOS cable and AC power adaptor. Charging your IQOS from a computer USB port, rather than from an official AC adaptor, can be up to 4 times less effective. Similarly, using a third-party cable can be up to 5 times less effective.
If your IQOS 3 DUO Pocket Charger is already fully charged when you connect it to a power supply, the last status light may blink. This is normal and does not indicate that your pocket charger is unable to charge. Conversely, if your IQOS 3 DUO Pocket Charger has been completely discharged, then it may need to be plugged in with an official AC adaptor for up to 20 minutes before any status light patterns appear.
How to charge

Your IQOS status lights are blinking

Your IQOS status lights are blinking

If they’re blinking white twice: Your IQOS 3 DUO may be outside the operating temperature range (0°C-50°C). Alternatively, your IQOS 3 DUO Holder may need to be inserted into the IQOS 3 DUO Pocket Charger with the door closed for auto-cleaning.
If they’re blinking red: Reset your IQOS 3 DUO. If the red lights persist, contact customer care.

Resetting your IQOS

Resetting your IQOS

If your IQOS 3 DUO is charged but not working, you might need to reset it. To do so, press the charger button until the lights fade out, then release the button. All status lights will turn off, blink twice, and then progressively fade in, confirming a reset. 

Aerosol delivery seems poor

Aerosol delivery seems poor

Try cleaning your IQOS 3 DUO Holder. Wait for the device to cool down, then slide the cap upwards to remove it. Insert the IQOS cleaning tool and rotate gently. Doing this regularly will reduce residue build-up.
Keep in mind that some parts of the heating chamber and device cannot be accessed with the cleaning tool. For these hard-to-reach spots, use the IQOS cleaning sticks. Do not apply excessive force to avoid breaking or damaging the blade.
How to clean

Your IQOS has a broken blade or other physical damage

Your IQOS has a broken blade or other physical damage

Check to see if your IQOS 3 DUO has a broken blade or any other physical damage. If it does, we are sorry that this happened to you. Please contact Customer Care and we will support you with this issue.
Sometimes the cleaning of the IQOS 3 DUO Holder can damage the blade inside your IQOS 3 DUO Holder. Be careful not to exert force onto the blade when cleaning your IQOS 3 DUO Holder. Also, ensure you never twist your tobacco stick while it's in the holder. This movement can damage the heating blade and disrupt your IQOS experience.
How to Clean IQOS 3 Video

IQOS 3 Duo User Guide

Download the IQOS 3 DUO manual here
Download
Every IQOS experience is unique. So we developed IQOS CARE PLUS, a service package for you to enjoy tailored support, coverage, and other additional benefits. It's time to enhance your IQOS experience.
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Need support using your IQOS 3 DUO?

How about some tips? Learn more on how to use, clean, and charge your IQOS 3 DUO, and find quick tips here.
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Additional Support