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IQOS diagnostic tool
Find a solution for your malfunctioning device in just a few clicks
Select your IQOS model and get steps for the solution
Which part of your device isn’t working?
Find tips for the most frequent questions about malfunctions below.
Choose your device below.
Find tips for the most frequent questions about malfunctions below
Choose your device below.
Device’s lights are blinking
Blinking white If they’re blinking white twice: Your IQOS 3 DUO may be outside the operating temperature range (0°C-50°C). Alternatively, your IQOS 3 DUO Holder may need to be inserted into the IQOS 3 DUO Pocket Charger with the door closed for auto-cleaning.
Blinking red Try to reset your device by pressing and holding the Pocket Charger’s button for 10 s. If this does not help, contact IQOS Customer Care Service or use QURE device diagnostic tool.
IQOS has signs of physical damage
Protect the heating blade The scratches on the devices does not necessarily mean that your IQOS will stop working. Though it should be protected from dropping on hard surfaces, cleaned properly and the heated tobacco product inserted correctly and gently. All of this ensures that the ceramic heating blade inside IQOS Holder is protected from breaking.
What to do, If I have broken IQOS device? If you can clearly see that your system has serious damage – cracked frame or a broken heating blade, use QURE device diagnostic tool or contact IQOS Customer Care Service for a possible device replacement.
System charges slowly or does not charge at all
Check the charging accessories Make sure you use only original charging accessories provided in the system’s package, as it makes sure the optimal charging time. Also, keep in mind that charging from computer’s USB port might be 4 times slower compared to outlet’s charging speed, as USB ports might not have enough power.
Check IQOS Pocket Charger If IQOS Pocket Charger is fully charged when connected to power supply, the status lights might blink to indicate it. If your device was completely discharged, the Pocket Holder needs about 20 min of charging before any status light begin to blink. Watch a video
Regular cleaning prevents from most common issues
Changed or unpleasant odour, irregular heating cycle, hard sliding of the Holder’s Cap can be avoided by using the Cleaning Tool regularly. Make sure that the heating blade has cooled down, take the Cap off and insert the tool. Rotate it a couple of times, gently tap out all the residue inside the holder and put the Cap back on. Make sure to do so at least every 20 heating cycles or even more often.
Some parts of the heating chamber inside the Holder might be hard to reach for the Cleaning Tool. For these spots use the Cleaning sticks. Never use excessive force, be careful around the heating blade in order to avoid damaging or even breaking it.
Device’s lights are blinking
Blinking white If they blink twice, the device might be outside the operating temperature range (0°C-50°C). So, make sure that the surroundings are not too hot or cold. Alternatively, the lights indicate the need for auto-cleaning. Just put the Holder into the Pocket Charger and wait about 20 s until the cleaning is over.
Blinking red Try to reset your device by pressing and holding the Pocket Charger’s button for 10 s. If this does not help, contact IQOS Customer Care Service or use QURE device diagnostic tool.
IQOS has signs of physical damage
Protect the heating blade The scratches on the devices does not necessarily mean that your IQOS will stop working. Though it should be protected from dropping on hard surfaces, cleaned properly and the heated tobacco product inserted correctly and gently. All of this ensures that the ceramic heating blade inside IQOS Holder is protected from breaking.
What to do, If I have broken IQOS device? If you can clearly see that your system has serious damage – cracked frame or a broken heating blade, use QURE device diagnostic tool or contact IQOS Customer Care Service for a possible device replacement.
System charges slowly or does not charge at all
Check the charging accessories Make sure you use only original charging accessories provided in the system’s package, as it makes sure the optimal charging time. Also, keep in mind that charging from computer’s USB port might be 4 times slower compared to outlet’s charging speed, as USB ports might not have enough power.
Check IQOS Pocket Charger If IQOS Pocket Charger is fully charged when connected to power supply, the status lights might blink to indicate it. If your device was completely discharged, the Pocket Holder needs about 20 min of charging before any status light begin to blink. Watch a video
Regular cleaning prevents from most common issues
Changed or unpleasant odour, irregular heating cycle, hard sliding of the Holder’s Cap can be avoided by using the Cleaning Tool regularly. Make sure that the heating blade has cooled down, take the Cap off and insert the tool. Rotate it a couple of times, gently tap out all the residue inside the holder and put the Cap back on. Make sure to do so at least every 20 heating cycles or even more often.
Some parts of the heating chamber inside the Holder might be hard to reach for the Cleaning Tool. For these spots use the Cleaning sticks. Never use excessive force, be careful around the heating blade in order to avoid damaging or even breaking it.
Device’s lights are blinking
Blinking white If they blink twice, the device might be outside the operating temperature range (0°C-50°C). So, make sure that the surroundings are not too hot or cold. Alternatively, the lights indicate that device is auto-cleaning. Just make sure that device’s lid is closed and wait about 20 s until the cleaning is over.
Blinking red Try to reset your device by pressing and holding the device’s button for 10 s. After the battery’s status lights fade, continue holding the button for 2 more seconds. After releasing it, you will see all the lights blinking white briefly. This means that device is now reset. If this does not help, contact IQOS Customer Care Service or use QURE device diagnostic tool.
IQOS has signs of physical damage
Protect the heating blade The scratches on the device does not necessarily mean that your IQOS will stop working. Though it should be protected from dropping on hard surfaces, cleaned properly and the heated tobacco product inserted correctly and gently. All of this ensures that the ceramic heating blade inside IQOS is protected from breaking.
What to do, If I have broken IQOS device? If you can clearly see that your system has serious damage – cracked frame or a broken heating blade, use QURE device diagnostic tool or contact IQOS Customer Care Service for a possible device replacement.
System charges slowly or does not charge at all
Check the charging accessories Make sure you use only original charging accessories provided in the system’s package, as it makes sure the optimal charging time. Also, keep in mind that charging from computer’s USB port might be 4 times slower compared to outlet’s charging speed, as USB ports might not have enough power.
Check the battery status If your deivce is fully charged when connected to power supply, the status lights might blink to indicate it. If your IQOS 3 MULTI was completely discharged, it needs about 20 min of charging before any status light begin to blink. Watch a video
Regular cleaning prevents from most common issues
Changed or unpleasant odour, irregular heating cycle, hard sliding of the Cap can be avoided by using the Cleaning Tool regularly. Make sure that the heating blade has cooled down, take the Cap off and insert the tool. Rotate it a couple of times, gently tap out all the residue inside the holder and put the Cap back on. Make sure to do so at least every 20 heating cycles or even more often.
Some parts of the heating chamber inside the device might be hard to reach for the Cleaning Tool. For these spots use the Cleaning sticks. Never use excessive force, be careful around the heating blade in order to avoid damaging or even breaking it.
If device’s lights are blinking
Check surrounding’s temperature If they blink red, the device might be outside the operating temperature range (10°C-40°C). So, make sure that the surroundings are not too hot or cold. Alternatively, the lights indicate that device is auto-cleaning. Just make sure that device’s lid is closed and wait about 20 s until the cleaning is over.
Try resetting your device If your IQOS 2.4 PLUS is charged, but still not working, it might be indicating the issue with the software. Press the two buttons below the battery status lights simultaneously and you will see, that after about 2 seconds, all lights blink white for a few times.
IQOS has signs of physical damage
Protect the heating blade The scratches on the devices does not necessarily mean that your IQOS will stop working. Though it should be protected from dropping on hard surfaces, cleaned properly and the heated tobacco product inserted correctly and gently. All of this ensures that the ceramic heating blade inside IQOS Holder is protected from breaking.
What to do, If I have broken IQOS device? If you can clearly see that your system has serious damage – cracked frame or a broken heating blade, use QURE device diagnostic tool or contact IQOS Customer Care Service for a possible device replacement.
System charges slowly or does not charge at all
Check the charging accessories Make sure you use only original charging accessories provided in the system’s package as it ensures the optimal charging time. Also, keep in mind that charging from computer’s USB port might be 4 times slower compared to outlet’s charging speed as USB ports might not have enough power.
Check IQOS Pocket Charger If IQOS Pocket Charger is fully charged when connected to power supply, the status lights might blink to indicate it. If your device was completely discharged, the Pocket Holder needs about 20 min of charging before any status light begin to blink. Watch a video
Regular cleaning prevents from most common issues
Changed or unpleasant odour, irregular heating cycle, hard sliding of the Cap can be avoided by using the Cleaning Tool regularly. Make sure that the heating blade has cooled down, take the Cap off and insert the tool. Rotate it a couple of times, gently tap out all the residue inside the holder and put the Cap back on. Make sure to do so at least every 20 heating cycles or even more often.
Some parts of the heating chamber inside the device might be hard to reach for the Cleaning Tool. For these spots use the Cleaning sticks. Never use excessive force, be careful around the heating blade in order to avoid damaging or even breaking it.
If device’s lights are blinking
Check surrounding’s temperature If they blink red, the device might be outside the operating temperature range (10°C-40°C). So, make sure that the surroundings are not too hot or cold. Alternatively, the lights indicate that device is auto-cleaning. Just make sure that device’s lid is closed and wait about 20 s until the cleaning is over.
Try resetting your device If your IQOS 2.4 is charged, but still not working, it might be indicating the issue with the software. Press the two buttons below the battery status lights simultaneously. The 4 status lights will turn on in green, and the IQOS Holder and cleaning light will be orange. This confirms that device is now reset.
IQOS has signs of physical damage
Protect the heating blade The scratches on the devices does not necessarily mean that your IQOS will stop working. Though it should be protected from dropping on hard surfaces, cleaned properly and the heated tobacco product inserted correctly and gently. All of this ensures that the ceramic heating blade inside IQOS Holder is protected from breaking.
What to do, If I have broken IQOS device? If you can clearly see that your system has serious damage – cracked frame or a broken heating blade, use QURE device diagnostic tool or contact IQOS Customer Care Service for a possible device replacement.
System charges slowly or does not charge at all
Check the charging accessories Make sure you use only original charging accessories provided in the system’s package as it ensures the optimal charging time. Also, keep in mind that charging from computer’s USB port might be 4 times slower compared to outlet’s charging speed as USB ports might not have enough power.
Check IQOS Pocket Charger If IQOS Pocket Charger is fully charged when connected to power supply, the status lights might blink to indicate it. If your device was completely discharged, the Pocket Holder needs about 20 min of charging before any status light begin to blink. Contact us
Regular cleaning prevents from most common issues
Changed or unpleasant odour, irregular heating cycle, hard sliding of the Cap can be avoided by using the Cleaning Tool regularly. Make sure that the heating blade has cooled down, take the Cap off and insert the tool. Rotate it a couple of times, gently tap out all the residue inside the holder and put the Cap back on. Make sure to do so at least every 20 heating cycles or even more often.
Some parts of the heating chamber inside the device might be hard to reach for the Cleaning Tool. For these spots use the Cleaning sticks. Never use excessive force, be careful around the heating blade in order to avoid damaging or even breaking it.
Frequently Asked Questions
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