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Troubleshooting your IQOS

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

Click to start

Man taking out of the pocket his IQOS 3 Multi

Your device might be out of power

Sometimes the problem can be a lack of battery power. Here’s how to check if your device is fully charged.

1. Press the button on your IQOS 3 MULTI until you see the battery lights at the bottom. If they don’t turn on, press and hold the button for four seconds until you see the small light turn on. The battery lights should stay on when you press the button again.

2. If you’re not seeing any lights, then charge your IQOS 3 MULTI by closing the lid and using the official IQOS AC Power Adaptor and cable for at least twenty minutes. However, to get your device brimming with power, we recommend your charge it up for seventy-five minutes.

3. You’ll be able to tell when your device is fully charged because the battery status lights will turn off.

We’re all connected to different devices these days, so charging your device through your laptop is a handy way of making sure you have full power. But it’s useful to bear in mind that USB ports don’t offer the same level of power as an electrical outlet, so we’d always recommend the latter.

Watch tutorial on the battery charging

Resetting your IQOS 3 MULTI device

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

Press and hold the button on your charger for approximately 10 seconds. When the lights start to fade, keep the button pressed for two more seconds. As you release the button, you’ll see all the lights flash white.

A good clean could be the answer

If a product is giving you some trouble, or you’re not getting enough aerosol, your IQOS 3 MULTI could be in need of a spring clean. Your cleaning tool and cleaning sticks are the best way to get your device pristine.

A regular clean with the right tools prevents any problems, but best of all, it makes sure you’re getting the experience you expect.

Can’t get your IQOS 3 MULTI to start?

You could have some product residual stuck in your device. To clear it, remove the cap and use a cleaning stick to start to clean the flat surface next to the heating chamber, as well as the inside of the cap. Once you’ve done all that, your device should be clean and ready to go.

What to do if there’s a temperature issue

Your IQOS 3 MULTI operates in a temperature range between 0° and 50° C. If the temperature goes too high or too low, then you might see a red light on your IQOS 3 MULTI Pocket Charger, or a double flash when you press it.

If you think your device is too hot, take it to a colder spot and allow it to cool down. If you think your device is too cold, try warming it in between your hands for a minute or so.

A broken blade or other damage?

It’s possible your device could have a broken blade or some other physical damage. The blade can break if you use too much force when cleaning the holder, so make sure you clean with gentle fingers. And when inserting a product, avoid twisting it.

If your device is damaged, let us know. We will check if you are eligible for replacement and if you are. We will arrange it for you.

That’s not all. There’s more useful information in our IQOS 3 Multi User Guide.

Our IQOS 3 MULTI User Guide will let you delve deeper into how your device works and what it can do.

IQOS 3 MULTI User Guide

Need assistance?

We’re ready to help you I-V 8:00-20:00, VI-VII 9:00-19:00.