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Troubleshooting your
IQOS DUO
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.Which part of the device
is not working?
Holder
Charger
Holder
Charger
IQOS DUO Holder
Broken heating blade
Most cases of a broken heating blade happen:
- When cleaning your IQOS DUO Holder
- Incorrect insertion of the cap on the IQOS DUO Holder
- Twisting the tobacco stick in the IQOS DUO Holder
Some advice for future avoidance:
- When cleaning the Holder make sure to not exert stress on the blade.
- When you place your cap on the IQOS DUO Holder make sure it is aligned correctly before clipping it in place.
- Did you know that you should never twist your tobacco stick while it is inserted in the IQOS DUO Holder?
Blinking white light
Two white lights blinking can be caused by:
The IQOS DUO Holder is out of its working temperature. Try maintaining the device between 0°C and 50°C to ensure the device works properly.
The IQOS DUO Holder reaching its 'cleaning due' status. Follow the below steps:
- Place the IQOS DUO Holder in the Pocket Charger (Holder’s magnetic connector facing down)
- Close the Pocket Charger door and wait for the Holder to be fully charged (Pocket Charger’s top light(s) stay solid white for 3 seconds after a short button press).
Note: remember to charge Holder with the door closed to avoid this in the future.
Still experiencing issues?Blinking red light
A blinking red light on your IQOS DUO Holder may indicate there is an issue with the heating blade. Please remove the cap from the Holder and visually check the blade.
If the blade is broken, please contact one of our Customer Care experts to get the support you need. If not, reset your Pocket Charger (with the Holder inside it) by pressing the Pocket Charger’s button for 10 seconds. Keep the button pressed until you see all the lights dim out. The RESET will be confirmed once all the lights briefly blinking white.
Still experiencing issues?Light not turning on
Your Holder may not be charged:
- Try charging the Holder by placing it in the Pocket Charger. Ensure the pocket charger is charged and turned ON*. Top round LEDs on the Pocket Charger remain solid white for three seconds after a short button press indicating the holder is fully charged.
- Holder and Pocket Charger may need to be RESET. Place the Holder inside the Pocket Charger and press the button of the Pocket Charger for 10 seconds. Keep the button pressed while all the lights dim out. The RESET will be confirmed once / when all the lights briefly blink white.
- If the Holder is not able to be charged due to bad connection with the Pocket Charger. Use an IQOS Cleaning Stick to clean the IQOS DUO Holder’s connector (bottom part of the Holder) and the contacts on the Pocket Charger by removing the Door Cover to access the contacts.
Problem inserting tobacco stick
After using a tobacco stick, some tobacco residues can remain in the IQOS DUO Holder causing insertion issues.
In order to remove that, follow these steps:
- Detach the cap from the IQOS DUO Holder by lifting it up.
- With an IQOS cleaning tool, clean the interior of the cap.
- 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 Holder, before inserting the cap back.
- If part of the stick is stuck in the cap, completely remove the cap from the Holder by sliding it up. Use an IQOS cleaning stick and remove the damaged tobacco stick from the cap.
The second holder light does not turn ON
Important note: Please make sure you have two LEDs on the holder (as shown in the picture) that indicates your holder is designed to deliver two consecutive experiences.
- Make sure the holder is fully charged. Both LEDs must light up with a short press.
- Make sure your pocket charger is charged (with a minimum of two solid lights on) in order to fully charge the holder.
- Use an IQOS cleaning stick and sweep the interior of the cap to remove the last bits of tobacco.
- Use an IQOS cleaning stick to clean the IQOS DUO Holder’s connector (bottom part of the device) and the connectors located on the Pocket Charger by removing the door cover. Still experiencing issues?
Other issues
Experiencing other issues with your IQOS DUO? You can reach us every day from 10:00 to 19:00
Still experiencing issues?IQOS 3 DUO Charger
Lights not pulsing or turning on when charging
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.
- Remove the Holder to accelerate the charging of the Pocket Charger.
- Physically check your Adaptor and Cable for damage.
- If available, use a second official IQOS Power Adaptor and Cable.
Blinking bottom red light
Let’s try the following:
Reset your Pocket Charger. Place the Holder in the Pocket Charger and press the Pocket Charger’s button for 10 seconds and keep the button pressed as the lights dim out. All lights will briefly blink white to indicate that the RESET properly occurred.
Still experiencing issues?Blinking top red light
The issue you are facing indicates a potential problem with your Holder. Let’s try the following steps:
- Ensure you are using the official IQOS AC Adaptor and Cable to charge the Pocket Charger.
- Remove the Holder from the IQOS DUO Pocket Charger. Use an IQOS cleaning stick to clean the Holder’s connector (bottom part of the device).
- By removing the Pocket Charger’s Door Cover, you can use the opening in the bottom to remove any object stuck inside the device, and clean the contacts with a cleaning stick.
- Place the Holder back in the Pocket Charger (remember that the Holder’s magnetic connector should face down).
Top light not turning on
Let’s try the following step:
- Remove the IQOS Duo Holder from the IQOS Duo Pocket Charger. Use an IQOS Cleaning Stick to clean the Holder’s connector (bottom part of the device). By removing the Pocket Charger’s Door Cover, you can use the opening in the bottom to remove any object stuck inside the device.
- Place the Holder back in the Pocket Charger (remember that the Holder’s magnetic connector should face down). If available, test another Holder in your Pocket Charger to determine if you are facing an issue with your Holder.
If you see that your Holder has an issue, please go back to the IQOS Support page, restart the diagnostic process, select the Holder and select the issue presented by your device. Follow that troubleshoot for a possible solution.
Still experiencing issues?Lights loop on and off
This occurs when the Pocket Charger is not getting the power to charge, so let’s try the following steps:
- Use the official IQOS AC adaptor and Cable for charging into a power outlet. A full recharge can require up to 2 hours*.
- Reset your Pocket Charger by pressing and holding the Pocket Charger’s button for 10 seconds until all lights briefly blink white.
* Laptop USB ports may not have enough power to charge your Pocket Charger within this time period.
Still experiencing issues?NFC not working
We are sorry you are having difficulties connecting your IQOS Duo™ with NFC. Please take note of the following information:
- Only the IQOS Duo™ Pocket Charger is equipped with a passive NFC chip - The NFC chip is located beneath the door cover so you have to place the door of the IQOS Duo™ close to your mobile device for the signal to be read.
- Your mobile device would need to be NFC enabled in order to allow for pairing to occur, and it does not work with IOS devices.
- The NFC is a passive sensor that allows your mobile device to recognize your IOQS™ device. It facilitates your registration and the registration of your IQOS device by routing your mobile phone enabled with NFC directly to the IQOS™ registration page on our IQOS website.
Note: If the NFC does not work you can still register your device by going to the web page: www.IQOS.com. and enter the Codentify Code manually. On the Pocket Charger simply remove the door cover and you will find the 14 digit number above the magnet. On the Holder remove the cap and you will see the 14 digit Codentify Code.
Still experiencing issues?Other issues
Let's try the following steps:
- Reset your device: Press and hold the button for 8 seconds. All lights on the device will briefly blink white.
- Clean your device and cap with the IQOS cleaning tool and cleaning stick.
- 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 to use the official IQOS AC adaptor and cable. 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 Pocket Charger if it is completely discharged.
Still experiencing issues?More help for your IQOS DUO
That’s not all. There’s more useful information:
Something we haven’t covered?
There are several ways you can reach us.
Available everyday from 10:00 to 19:00.
