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If you are experiencing an issue with your IQOS 3 MULTI device, the first step is to check if it has been charged.

How to check if your IQOS 3 MULTI device is charged:

Press the button on your IQOS 3 MULTI device; the battery status lights should turn on. If they don’t, press and hold the button for 4 seconds until the small light turns on. The battery lights should stay on once you press the button again. 

If you do not see any lights, charge your IQOS 3 MULTI using the official IQOS™ Power Adaptor and USB Cable for at least 20 minutes*. We recommend that you fully recharge your IQOS 3 MULTI. This can take up to 75 minutes. Once fully charged the battery status lights will turn off.

* Note that laptop USB ports may not have enough power to charge your pocket charger. We recommend using an electrical outlet instead. 

How to charge your IQOS 3 MULTI

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Resetting Your IQOS 3 MULTI 

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

Press and hold the button on your IQOS 3 MULTI for approximately 10 seconds. After the lights fade, continue holding the button for 2 more seconds. When you release the button you will see all the lights briefly blink white.

Resetting your IQOS 3 DUO

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Cleaning Your IQOS 3 MULTI Device Can Solve a Number of Problems You Might Be Experiencing

Does it feel difficult to draw on your tobacco sticks? Not getting enough aerosol when using your IQOS 3 MULTI? These issues can likely be resolved by using the IQOS™ Cleaning Tool and IQOS™ Cleaning Sticks.

Cleaning your IQOS 3 MULTI regularly and with the right tools will not only ensure optimal use, but it can also solve some of the issues you may be experiencing with your IQOS 3 MULTI. 

How to clean your IQOS 3 MULTI

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Is your IQOS 3 MULTI device not starting? 

If your IQOS 3 MULTI device is not starting, sometimes residual tobacco can prevent it from starting. Simply remove the IQOS™ Cap and clean the flat surface next to the heating chamber as well as the inside of the cap using an IQOS™ Cleaning Stick.

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IQOS 3 MULTI Temperature Issues

Is the battery status light blinking red or white twice when you press it? This could be because your IQOS 3 MULTI is too cold or too hot.


IQOS 3 MULTI operates in a temperature range between 0° and 50° C. If the ambient temperature is low, try warming the IQOS 3 MULTI in your hand for at least 1 minute. If it is too hot, take it with you to a colder place and it should be working again once it has cooled down.

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What do I do when my IQOS is broken? Who do i need to contact?

Check to see if your IQOS 3 MULTI 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 your IQOS 3 MULTI can damage the blade inside your IQOS. Be careful not to exert force onto the blade when cleaning your IQOS 3 MULTI. 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 diagnostic 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

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Still have questions about IQOS? 

We are here to help you.

This product is not risk-free - for adult use only.