Troubleshooting - OUT OF SCOPE

With the aid of this online diagnostic tool, in just a few short steps we can provide

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Troubleshooting IQOS

For charging, please be sure to exclusively use the corresponding IQOS USB power adapter and charging cable. Charge your device for at least 10 minutes.

If your device still isn’t charging, then perform a device reset.
If the problem persists, then launch the online troubleshooting tool.
A white LED always indicates that your IQOS is performing an operation (such as charging or resetting), or that it is ready for use or fully charged.
A red LED always indicates an error (device error, broken heating blade, or use outside the recommended operating temperature range).
If you see a solid or blinking red LED on your IQOS, then you should reset the device.
If that does not resolve the issue, then launch the online troubleshooting tool . If you require further assistance, please contact IQOS LiveChat or a staff member at an IQOS Store near you.
Resetting your IQOS device is easy. On the pocket charger, simply press and hold one or two buttons, depending on the model. You’ll find an exact description for resetting your model here.

IQOS heats tobacco instead of burning it. Accordingly, it does not produce cigarette smoke, but rather a tobacco aerosol. This tobacco vapor consists of 80% water, which is a much higher proportion than in the smoke of conventional cigarettes and makes the vapor much less noticeable.

If you feel that too little tobacco vapor is being produced during the consumption of a HEETS tobacco stick compared to earlier IQOS usage, then please check the following:

  • Does the holder potentially need to be cleaned? The air supply to the holder may be blocked by tobacco residue.
  • Have you inserted the HEETS tobacco stick according to instructions, and is it correctly positioned without turning?

Please do not re-use a HEETS tobacco stick that has already been used once.
Always use the online troubleshooting tool first. The tool is available for you around the clock, and you can use it to order a direct replacement. If the online troubleshooting tool does not resolve the problem, then please contact IQOS LiveChat.

If you have registered your device with IQOS CARE PLUS then we’ll replace your device free of charge even if the damage was caused by you.
A user guide for the IQOS Kit is included with every IQOS original package. The user guides for all IQOS models are also available for download in PDF format.
In order to update the firmware on your IQOS, you need to have installed the IQOS App on your Windows or Mac desktop. You can download the IQOS App here:
Download for Windows
Download for Mac
Notice to all Mac users: To launch the IQOS App you’ll need to call it up again using the menu bar on the top edge of screen by clicking on the IQOS App symbol.

If you’ve already installed the IQOS App, then you can update the firmware under "About my device". All device info is displayed here. You can update the device’s firmware from this screen in just a few simple steps. Click on the option "UPDATE FIRMWARE" and follow the directions.

More about the IQOS diagnostic tool

You can use the IQOS diagnostic tool around the clock to analyze errors and resolve issues with your IQOS device. Use the IQOS diagnostic tool when your IQOS indicates there is an malfunction. Your IQOS indicates malfunctions in the following manners: Your IQOS blinks red, the LED on your IQOS turns solid red, or the LED on the pocket charger shows a red light. Even if your IQOS is defective, if there are problems with your IQOS holder, or if your IQOS isn’t functioning, it still makes sense to use the IQOS diagnostic tool. The online tool is very easy to use and takes you through the process step by step. In the event of a valid warranty claim you’ll be able to have a replacement made immediately.

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Here you will find all the details of the warranty, with which your IQOS is perfectly secured.

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