Are the lights on your IQOS 3 DUO Pocket Charger flashing? 

Here’s a short checklist explaining what the lights on your Pocket Charger mean: 

Red light blinking: Depending on how it flashes, could have different meaning: 

• A rounded light blinking red light on your pocket charger indicates that your holder might not be getting enough charge from your Pocket Charger.
• When a strip light on your pocket charger is blinking red, it could be a sign that you need to reset your device.

White light: Depending on how it flashes, or if it is static, could have different meaning:
a) Stationary white rounded light (after a short press to the Pocket Charger button)
•    This shows the charge status of your Holder. 
•    Two stationary rounded lights mean your holder is ready for two back-to-back experiences.
•    One stationary rounded light means your holder is ready for one experience.

b) Pulsing white rounded lights: 
•    This means that your holder is being charged. 

c) Stationary white strip lights (that appear after a short press of the pocket charger button):
•    This shows you the charge status of your pocket charger.
 

Are the lights on your IQOS 3 DUO holder flashing?
Here are the main status light signals you may see on an IQOS 3 DUO Holder and what they mean.
 

Red light blinking: 

• Your heating blade might be broken.
• Your device might need a RESET.
   

White light: Depending on how it flashes, or if it is static, could have different meaning:

a) Pulsing white lights:

• It could be the case that the device is not within its operating temperature range. 

b) Stationary white lights (that appear after a short press of the holder button):

• This shows the charge status of your holder.
• Two lights illuminated indicate your holder is ready for two uses (2 heated tobacco sticks).
• One light indicates it has enough charge for one.
   

Visit our online troubleshooting page to learn more about the meaning of red lights, white lights and no lights on your IQOS 3 DUO along with the recommended actions.

 

Are the lights on your IQOS ORIGINALS ONE flashing? 

Here’s a short guide that will help you understand what the lights on your device mean:

Red light blinking:
•    Your heating blade might be broken, or your device might need a RESET.
 

White light blinking:
•    Your device might have been exposed to temperatures outside of its operating range. When exposed to temperatures that are too cold or too warm, you may need to give the device a few minutes to get back to a temperature within its operating range.
 

Orange/yellow light blinking:
•    Your device needs to be charged. Please find more details here on our First-steps page.
 

Are the lights on your IQOS ORIGINALS DUO Pocket Charger flashing? 

Here’s a short guide that will help you understand what the lights on your device mean:

Red light blinking: Depending on how it flashes, could have different meaning:

•    A rounded light blinking red light on your pocket charger indicates that your holder might not be getting enough charge from your Pocket Charger. 
•    When a strip light on your pocket charger is blinking red, it could be a sign that you need to reset your device.

White light: Depending on how it flashes, or if it is static, could have different meaning:
a) Stationary white rounded light (after a short press to the Pocket Charger button)
•    This shows the charge status of your Holder. 
•    Two stationary rounded lights mean your holder is ready for two back-to-back experiences. 
•    One stationary rounded light means your holder is ready for one experience.

b) Pulsing white rounded lights: 
•    This means that your holder is being charged.  

c) Stationary white strip lights (that appear after a short press of the pocket charger button): 
•    This shows you the charge status of your pocket charger.

Are the lights on your IQOS ORIGINALS DUO holder flashing? 
 

Here are the main status light signals you may see on an IQOS ORIGINALS DUO Holder and what they mean:
 

Red light blinking: 
•    Your heating blade might be broken, or 
•    Your device might need a RESET.

White light: Depending on how it flashes, or if it is static, could have different meaning:
a. Pulsing white lights: This can indicate the device is not within its operating temperature range. 

b. Stationary white lights (that appear after a short press of the holder button):
•    This shows the charge status of your holder
•    Two lights illuminated indicate your holder is ready for two uses (2 heated tobacco sticks)
•    One light indicates it has enough charge for one 

Visit our online troubleshooting page to find out more concerning the meaning of red lights, white lights and no lights on your IQOS ORIGINALS along with the recommended actions.

Lights are indicator of some issues that might appear, charging levels and cleaning.

They differ for each model and it’s different if they are flashing in the pocket charger or holder, if they are rounded or static lights.

We have created general information on the meaning of the lights on the IQOS devices in the following FAQs and on our troubleshooting pages.
 

Your IQOS device is designed to provide you experiences that each have up to 6 mins and/or 14 puffs whichever comes first. You can follow these steps to make sure you are fulling enjoying your experience with IQOS:

• Let the device heat up for 20 second in order to allow for aerosol creation.  
• Ensure that there are Intervals (time) between puffs.  
• Leave time between puffs allows the Holder to properly heat the tobacco and generate aerosol.  
• Check whether the consumable was not accidentally used twice.

 
A good cleaning of the device always help to get the best out of your IQOS experience: check our how to videos on the get support page to learn more. 
 
 

If your IQOS heating blade has broken, we may replace your device with no cost through the accidental damage coverage with our Services & Privileges (previously myIQOS Terms and Conditions or Conditions of Participation for the IQOS Care Plus Program) within the first twelve months. You can do an eligibility check by starting our self-diagnostic tool. 
 

Accidents can happen! Here’s some tips to avoid breaking the blade in the future:
 

• Do not exert stress to the blade while cleaning the holder
  
   
• Never twist the tobacco stick in the holder
   
• Avoid incorrect insertion of the cap to the holder. 
  

  
 
Go check our troubleshooting page and the tips section to learn more about cleaning and consumables. 
 

There are various ways to proceed depending on the problem your IQOS device is experiencing. 

 
Step 1: Device reset 

• Please reset your IQOS device first in order to exclude a software error. For the reset, please press On-/Off Button for 10 seconds and then release. All Status Lights will turn off and back turn on, to confirm the reset. For more information visit our troubleshooting page.

 
Step 2: Firmware update

• Otherwise, check the current firmware version on your IQOS device and, if necessary, perform a firmware update.

 
Step 3: Cleaning and charging 

• Clean your IQOS Holder and Pocket Charger thoroughly and make sure you have charged them for at least 20 minutes using the original IQOS power supply and USB cable. 

 
Step 4: Online troubleshoot 

• If the problem persists after resetting the device, then launch the online-diagnostic tool. 

 
Step 5: Contact us 

• If neither option has resolved the problem, then please contact our IQOS experts via live chat or call us under 0800 – 1114 767.

If you are experiencing problems with your IQOS device, there are a wide range of options available:

• The user guide features detailed information about your IQOS device. All of the IQOS user guides are available for download on the website. 
• If you require assistance with a specific problem, you’re sure to find the right answer in the support area or in the FAQs. Tip: Use the search function to search for specific keywords. 

If you haven’t found a solution, please contact IQOS live chat. By the way: The experts at the IQOS stores are always happy to be of assistance with your questions and problems 

If you cannot position the Holder’s top cap correctly, you might need to clean your device and remove the tobacco residue stuck around the blade. This usually happens when the holder cap is not pulled up before removing the used tobacco stick. In order to remove it, follow the below steps; 

• Remove the cap from the holder by sliding it up.  
• Gently tap the cap to the table. Use an IQOS cleaning stick and sweep the interior of the cap to remove the last bits of tobacco. 
• Apply the same process with the holder. Refrain from exerting stress to the blade 
• Insert the cap back to the holder correctly. 

Watch the tutorial to learn more details on how to clean your IQOS device on our get support page. 
 

If the cap on the pocket charger doesn’t close, please follow these steps in order to perform cleaning for your device: 

• Always use IQOS original cleaning tool and sticks.
• Clean your holder, holder cap, and connectors between your holder and the pocket charger. 
• Change your holder cap every 6 months.

Watch the tutorials to learn how to clean your device on our get support page. 
 

If your IQOS ORIGINALS is not performing optimally, it may be time for a cleaning. Using the dual cleaning tool, cleaning can be quick and easy. Find the details in our troubleshooting page to quickly resolve it! 

You can also bring your IQOS into your nearest IQOS boutique for a free Complete Service periodically. Click here to find the nearest store.

To remove the tobacco stuck in the IQOS heater, please follow these steps:

• For best results removing tobacco from your IQOS device, let it cool down for at least 30 seconds first. Start by tapping the device gently on a hard surface to dislodge the blockage.  
• Use the dual cleaning tool to gently remove any residue from around the base of the blade and the rest of the heating chamber, using cleaning sticks to remove other pieces of tobacco residue if necessary.  
• Find the details in our troubleshooting page on how to clean your device!

If your IQOS is not charging, there are few steps you can follow to solve your IQOS charging issue and ensure the optimal charging for your device:  

1. Check the charging cable entrance of your device. If there is any blockage, remove the blockage by gently blowing from a distance.  

2. Ensure that you have plugged the pocket charger into a wall power outlet with a working power adaptor and cable. Always use official IQOS power adaptor and cable, unofficial ones may interrupt the charging.
   

3. Refrain from charging with a laptop. This may also interrupt the charging. While your device is charging, the lights will pulse. Please note that seeing a light on a deeply discharged device may take up to 20 minutes.  

 
If after these steps your IQOS device is still not charging, you can go check our "How to Charge your IQOS" video on our support-page to learn more about your device and its charging. 
 

If your Pocket Charger is not charging, there are few steps you can follow to solve your IQOS charging issue and ensure the optimal charging for your device:  
 

1. Check the charging cable entrance of your device. If there is any blockage, remove the blockage by gently blowing from a distance. 
    

2. Ensure that you have plugged the pocket charger into a wall power outlet with a working power adaptor and cable. Always use official IQOS power adaptor and cable, unofficial ones may interrupt the charging.
   

3. Refrain from charging with a laptop. This may also interrupt the charging. 
    
4. Clean the contacts between pocket charger and holder. 
    
5. Place the holder back inside the pocket charger. Ensure to place it correctly: metal connector of the holder should be at the bottom of the pocket charger. While your device is charging, the lights will pulse. Please note that seeing a light on a deeply discharged device may take up to 20 minutes. 

 
If after these steps your IQOS device is still not charging, go check out "How to Charge your IQOS" on our support page.