If your IQOS device has stopped working, please do a soft reset, by holding down the power button for 10 seconds. If the device is still not working, please use the Troubleshoot tool to explore the various solutions available for your device.
You can also contact our MyIQOS Team via any of the channels below, who will support you in finding the most suitable solution.
Live Support: Chat with us
Email: contact.nl@iqos.com
Call Us Free: 0800 9900000 - Everyday from 10AM to 7PM.
Go to the Troubleshooter
You can also contact our MyIQOS Team via any of the channels below, who will support you in finding the most suitable solution.
Live Support: Chat with us
Email: contact.nl@iqos.com
Call Us Free: 0800 9900000 - Everyday from 10AM to 7PM.
Go to the Troubleshooter
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 for an optimal experience with IQOS:
· Let the device heat up for 20 seconds in order to allow for aerosol creation.
· Ensure that there are Intervals (time) between puffs to allow the Holder to properly heat the tobacco and generate aerosol.
· Check whether the consumable was not accidentally used twice
Find the details on our troubleshooter page:
Go to the Troubleshooter
· Let the device heat up for 20 seconds in order to allow for aerosol creation.
· Ensure that there are Intervals (time) between puffs to allow the Holder to properly heat the tobacco and generate aerosol.
· Check whether the consumable was not accidentally used twice
Find the details on our troubleshooter page:
Go to the Troubleshooter
The firmware update of your IQOS device is important. To get the best experience, we strongly suggest that you carry out regular firmware updates. This is the case for all IQOS devices.
To update your device firmware, download the IQOS APP and follow the instructions.
To update your device firmware, download the IQOS APP and follow the instructions.
If your IQOS 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:
Go to the Troubleshooter
Go to the Troubleshooter
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:
Go to the Troubleshooter
· 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:
Go to the Troubleshooter
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.
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 out our troubleshooting page to learn more:
Go to the Troubleshooter
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 out our troubleshooting page to learn more:
Go to the Troubleshooter
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 troubleshooting page:
Go to the Troubleshooter
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 troubleshooting page:
Go to the Troubleshooter
If your IQOS heating blade has broken, we may replace your device with no cost through the accidental damage coverage within the first twelve months.
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 for more information:
Go to the Troubleshooter
· 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 for more information:
Go to the Troubleshooter
Lights are an indicator of charging levels, cleaning and some issues that might appear in your IQOS device. Go to our troubleshooting tool to discover what the different lights mean:
Go to the Troubleshooter
Go to the Troubleshooter
First of all, check that you’re only using TEREA sticks in your ILUMA device.
Make sure they’re being placed in the right direction in the holder.
Open the IQOS app and check if the autostart function has been accidentally deactivated Place the holder in the pocket charger and perform a RESET. To do this, press and hold down the pocket charger button for 10 seconds until the lights fade out. The RESET is confirmed when you release the button and all of the lights blink 2 times.
If the holder starts on its own without a TEREA stick inserted then please follow these steps:
Place the holder in the pocket charger and perform a RESET. To do this, press and hold down the pocket charger button for 10 seconds until the lights fade out. The RESET is confirmed when you release the button and all of the lights blink 2 times If RESET doesn’t fix the problem, download the IQOS app and remove the autostart setting from the holder
Remember, you can start your tobacco experience manually by inserting your TEREA stick into the holder and pressing the button for two seconds to activate your experience. If it still doesn’t work, visit your nearest IQOS store and one of our agents will fix the problem for you or call our Call Center.
Make sure they’re being placed in the right direction in the holder.
Open the IQOS app and check if the autostart function has been accidentally deactivated Place the holder in the pocket charger and perform a RESET. To do this, press and hold down the pocket charger button for 10 seconds until the lights fade out. The RESET is confirmed when you release the button and all of the lights blink 2 times.
If the holder starts on its own without a TEREA stick inserted then please follow these steps:
Place the holder in the pocket charger and perform a RESET. To do this, press and hold down the pocket charger button for 10 seconds until the lights fade out. The RESET is confirmed when you release the button and all of the lights blink 2 times If RESET doesn’t fix the problem, download the IQOS app and remove the autostart setting from the holder
Remember, you can start your tobacco experience manually by inserting your TEREA stick into the holder and pressing the button for two seconds to activate your experience. If it still doesn’t work, visit your nearest IQOS store and one of our agents will fix the problem for you or call our Call Center.