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Troubleshooting your

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.

Still experiencing issues?

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.

Still experiencing issues?

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.
Still experiencing issues?

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.

Still experiencing issues?

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.

Still experiencing issues?

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.

Still experiencing issues?

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.

Still experiencing issues?

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.
Still experiencing issues?

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.

Still experiencing issues?

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


    Find the answer to many of
    the frequently asked questions.

    See FAQs

Something we haven’t covered?

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Available everyday from 10:00 to 19:00.

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