If you experience problems with your IQOS, we invite you to use our online self-diagnostic tool, where you can see useful troubleshooting tips to possibly fix it.
To access the tool, click on the button below and select the device you would like to diagnose from the list of My Devices.
IQOS 3 Multi
If you prefer, we also offer you below some of the main troubleshooting actions that might fix the problems with your device.
Check your battery
Press the button once and check if the battery light turns on. If the light does not turn on, press the button for 4 seconds to turn the power on.
*If the device is out of battery, charge it for at least 20 minutes.
Reset your device
Press and hold the button of your device for 10 seconds. The battery light will turn on slowly and it will blink twice. When it turns on slowly again, your device has been reset.
Press the button once
Press the button once to start the heating. The device might turn off if you press the button again. Press the button for 2 seconds and let go to end the session. Then press the button for 4 seconds to turn the power off.
IQOS 3 Multi operates in a temperature range between 0° and 50° C (32° - 122° F).
If the ambient temperature is low, try warming the device in your hand for at least 1 minute.
Still not working?
We are sorry we were not able to fix your issue. If your device is within warranty and your issue is covered by our policy, we will gladly provide you with a replacement device.
Contact one of our Customer Care experts or visit us in one of our IQOS stores to check your coverage and repair options.
Customer Service Center (Mon-Sun, 24hrs)
IQOS and Tobacco sticks are not risk free and are addictive.
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