Please enter your date of birth to confirm you are an adult user of nicotine or tobacco products.

CONFIRM

Sorry!
This website is intended only for users of nicotine or tobacco products who are over 18.

We Care

This website contains information about our smoke-free products and we need your age to make sure that you are an adult in the Netherlands who would otherwise continue to smoke or use nicotine products. Our nicotine and tobacco products are not an alternative to quitting and are not designed as cessation aids. They are not risk free. They contain nicotine, which is addictive. Only for use by adults. Please visit the Important Information page of this website for further risk information.

Troubleshooting your
IQOS 3 MULTI

Try our online diagnostic tool which can help you find a solution for device issues in a few easy steps.

Not your device? Select a different IQOS product.

IQOS 3 Multi Troubleshooting

Broken heating blade

Most cases of a broken heating blade happen when cleaning your device or inserting the tobacco stick in the device.

Also, did you know that you should never twist your tobacco stick while it is inserted in the holder? This movement can damage your heating blade.

Device won't start

Press the button for 1 second (short press). The light didn't turned ON? Try the next steps:

Charge your device with the IQOS AC Adaptor and Cable for 10 minutes.

Repeat step 1, by pressing the button for 1 second. Still no lights? Let's do 2 more actions:

Press the button for 4 seconds and release, where the Button light and Battery status lights (at the bottom of the device) should flash.
Repeat step 1, by pressing the button for 1 second.

Lights not turning on

Let’s try the following steps to first check the Power Adaptor and USB Cable:

  • Ensure that you are using an official IQOS Power Adaptor and USB-C Cable.
  • Physically check your Adaptor and Cable for damage.
  • If available, use a second official IQOS Power Adaptor and Cable.

Physical damage

We are sorry your device got damaged. If your device is within warranty and your issue is covered by our policy, we will gladly provide you with a replacement device. Please contact one of our Customer Care experts.

Blinking red light

A blinking red light on your IQOS 3 MULTI may indicate there is an issue with the heating blade.

Please open your Holder’s cap and check the blade.

If the blade is broken, please contact one of our Customer Care experts to get the support you need.

Blinking white light

A blinking white light on IQOS 3 MULTI button means your device is operating outside of the appropriate temperature range (0° to 50° C).

If the ambient temperature is low, try warming the device in your hand for at least 1 minute.

Otherwise, we advise you to allow some time between each experience, in order for the device to cool down.

Battery doesn’t last 10 back to back sessions

Your device must be fully charge in order to be used for 10 back to back sessions.

Ensure that you are using an official IQOS Power Adaptor and USB-C Cable.

For a full recharge, plug the device into a power outlet* for at least 75 minutes. When device has full charge, all lights in the bottom of the device will stay solid white.

*Laptop USB ports may not have enough power to charge your device within this time period.

Problem inserting tobacco stick

After using a tobacco stick, some tobacco residues can remain in the device. In order to remove that, follow these steps:

  • Detach the IQOS 3 MULTI cap from the device by lifting it up.
  • With an IQOS Cleaning Tool, clean the interior of the cap.
  • Now use an IQOS Cleaning Stick and sweep the interior of the cap to remove the last bits of tobacco.
  • We recommend doing the same process with the body of the device, before inserting the cap back.

Other issues

Let's try the following steps:

  1. Reset your device: Press and hold the button for 8 seconds. All lights on the device will briefly blink white.
  2. Clean your device and cap with the IQOS cleaning tool and cleaning stick.
  3. Plug the device into a power outlet* for 20 minutes (the lid on top of the device must stay closed for charging). We recommend a full recharge, which requires at least 75 minutes. Make sure the device is turned ON, by pressing the button for 1 second and see if the lights remain ON for 3 seconds. If no lights turned ON, press and hold the button for 4 seconds and then release it.

Laptop USB ports may not have enough power to charge your device if it is completely discharged.

More help for your IQOS 3 MULTI

That’s not all. There’s more useful information:

  • IQOS 3 MULTI User Guide icon

    IQOS 3 MULTI User Guide

    Find all useful information
    for your device.


    Download PDF
  • FAQ icon

    FAQs

    Find the answer to many of
    the frequently asked questions.


    See FAQs

Something we haven’t covered?

There are several ways you can reach us.
Available everyday from 10:00 to 19:00.

  • Live chat icon

    Live support

    Chat with our IQOS experts
    for the quickest response.


    Start live chat
  • Like button icon
    Facebook support

    Ask us your question,
    and we'll get back to you in a minute!


    Message us
  • Speaker icon
    Twitter support

    DM us your questions,
    and we'll get back to you in a minute!


    Tweet us
  • Email icon
    Send us an e-mail!

    We will answer
    as soon as possible!


    E-mail us
  • Phone icon
    Give us a ring!

    Our phone support line
    connects you directly to an IQOS expert


    0800 - 990 0000
This product is not risk free and provides nicotine, which is addictive. Only for use by adults.