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Our smoke-free alternative
Why IQOS is a better alternative
Tobacco heated, not burned

The science behind IQOS
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14 days free IQOS trial
14 days IQOS trial
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Help & service
First steps & support
First steps & support
First steps & support
First steps & support

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Use the online self-diagnosis tool
Our IQOS online self-diagnosis tool makes it easy and effortless to identify & fix the issue with your IQOS. Click here to launch the online self-diagnosis tool.
You haven't registered your IQOS yet would still like some support? No problem! Try the troubleshooting options below.
Start self-diagnosis

Use the online self-diagnosis tool
Our IQOS online self-diagnosis tool makes it easy and effortless to identify & fix the issue with your IQOS. Click here to launch the online self-diagnosis tool.
You haven't registered your IQOS yet would still like some support? No problem! Try the troubleshooting options below.
Start self-diagnosis
Make sure you’re using the IQOS™ USB Cable and Power Adaptor. Charging your IQOS from a computer USB port, rather than from the IQOS™ Power 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 the IQOS™ Power Adaptor for up to 20 minutes before any status light patterns appear.
How to charge IQSO 3 DUO

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.

If your IQOS 3 DUO is charged but not working, you might need to reset it. To do so, press the power 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.
Resetting your IQOS 3 DUO

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 IQOS™ 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 3 DUO

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 IQOS Care Team 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.
If you are still having troubles with your device, you can now use our Self diagnosis tool here . In the case of a guarantee or warranty claim, we will send you a replacement device usually within 1-3 working days.
Contact us

For more information, have a look at our IQOS 3 DUO User Guide

For more information, have a look at our IQOS 3 DUO User Guide
Download the IQOS 3 DUO User Guide here.
User Guide IQOS 3 DUO
IQOS CARE PLUS
Every IQOS experience is unique. So we have 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.
Learn more
IQOS CARE PLUS

IQOS 3 DUO Learn more
Need support using your IQOS? How about some tips ? Learn more on how to use, clean, and charge your IQOS 3 DUO, and find quick tips here.
Learn More
IQOS 3 DUO Learn more

Still have questions about IQOS?
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IQOS E-mail-Support
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Service available every day from 9 am to 9 pm.

IQOS FAQs
Do you need further information about IQOS? Here you can find the answers to the most frequently asked questions.

IQOS Care Team
Want to speak to one of our IQOS support experts? No problem, call us at 0800 90 10 91. Available every day from 9 am to 9 pm.
This product is not risk-free - for adult use only.