Online self-diagnosis for your IQOS 3 MULTI

Our online self-diagnosis tool allows you to find out what is wrong with your IQOS device very easily and effortlessly and, in most cases, to rectify the error directly.

You have not yet registered your IQOS, but still need support? No problem - try the troubleshooting options below.

Start self-diagnosis
IQOS 3 Multi Battery Status
Your device might be out of power

Sometimes the problem can be a lack of battery power. Here’s how to check if your device is fully charged.

  1. Press the button on your IQOS 3 MULTI until you see the battery lights at the bottom. If they don’t turn on, press and hold the button for four seconds until you see the small light turn on. The battery lights should stay on when you press the button again.
  2. If you’re not seeing any lights, then charge your IQOS 3 MULTI by closing the lid and using the official IQOS™ Power Adaptor and USB Cable for at least 20 minutes. However, to get your device brimming with power, we recommend your charge it up for seventy-five minutes. 
  3. You’ll be able to tell when your device is fully charged because the battery status lights will turn off.

We’re all connected to different devices these days, so charging your device through your laptop is a handy way of making sure you have full power. But it’s useful to bear in mind that USB ports don’t offer the same level of power as an electrical outlet, so we’d always recommend the latter

IQOS 3 Multi Battery Status
How to reset your IQOS 3 Multi
Resetting your IQOS 3 MULTI device

If your IQOS 3 MULTI is fully charged but still not working, then the next step is to reset it.

Press and hold the button on your charger for approximately 10 seconds. When the lights start to fade, keep the button pressed for two more seconds. As you release the button, you’ll see all the lights flash white.

How to reset your device
How to reset your IQOS 3 Multi
How to clean your IQOS 3 MULTI
A good clean could be the answer

If you’re finding it difficult to draw on your tobacco sticls, or you’re not getting enough aerosol, then your IQOS 3 MULTI could be in need of a spring clean. Our IQOS™ Cleaning Tool and Cleaning Sticks are the best way to get your device pristine.

A regular clean with the right tools prevents problems, but best of all, it makes sure you’re getting the taste experience you know and love.

How to clean your IQOS 3 MULTI
Blue, grey and white IQOS 3 MULTI
Can’t get your IQOS 3 MULTI to start?

You could have some residual tobacco stuck in your device. To clear it, remove the IQOS™ Cap and use an  IQOS™ Cleaning Stick to start to clean the flat surface next to the heating chamber, as well as the inside of the cap. Once you’ve done all that, your device should be clean and ready to go.

Blue, grey and white IQOS 3 MULTI
IQOS 3 MULTI temperature monitoring
What to do if there’s a temperature issue

Your IQOS 3 MULTI operates in a temperature range between 0° and 50° C. If the temperature goes too high or too low, then you might see a red light on your IQOS 3 MULTI Pocket Charger, or a double flash when you press it. 

If you think your device is too hot, take it to a colder spot and allow it to cool down. If you think your device is too cold, try warming it in between your hands for a minute or so. 

Start self-diagnosis
IQOS 3 MULTI temperature monitoring
Two people at a table bar, one holds his IQOS device and the other uses his phone
A broken blade or other damage?

It’s possible your device could have a broken blade or some other physical 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 either of these things happen to you, then we want to get your device up and running again as soon as we can. Our Customer Care team will walk you through the steps needed to make sure you’re not without your IQOS device for long.

Report damage
IQOS 3 Multi broken blade - detail
More useful information in our IQOS 3 MULTI User Guides

Our IQOS 3 MULTI User Guide will let you delve deeper into how your device works and what it can do.


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Our IQOS experts are here for you daily between 9 am and 9 pm. Call them at 0800 90 10 91 (free of charge within Austria).

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