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Troubleshooting your IQOS device

Identify the error of your device and follow the instructions below to troubleshoot it and solve the situations you are encoutering. Which IQOS version would you like support with?

Checking the battery status of your IQOS 3 MULTI

Checking the battery status of your IQOS 3 MULTI

If you are experiencing an issue with your IQOS 3 MULTI device, the first step is to check if it has been charged.
How to check if your IQOS 3 MULTI device is charged:
Press the button on your IQOS 3 Multi device; the battery status lights (at the bottom of the device) should turn on. If they don’t, press and hold the button for 4 seconds until the small light turns on. The battery lights should stay on once you press the button again.
If you do not see any lights, charge your IQOS 3 MULTI by closing the lid and using the official IQOS AC Power Adaptor and cable for at least 20 minutes*. We recommend that you fully recharge your IQOS 3 MULTI. This can take up to 75 minutes. Once fully charged the battery status lights will turn OFF.
* Note that laptop USB ports may not have enough power to charge your device. We recommend using an electrical outlet instead.
How to Charge IQOS 3

Resetting Your IQOS 3 MULTI Device

Resetting Your IQOS 3 MULTI Device

If your IQOS 3 MULTI is charged, but still not working, the next step is to reset the IQOS 3 MULTI device. Press and hold the button on your IQOS device for approximately 10 seconds. After the lights fade, continue holding the button for 2 more seconds. When you release the button you will see all the lights briefly blink white.

Cleaning Your IQOS 3 Multi Device Can Solve a Number of situations You Might Be Experiencing

Cleaning Your IQOS 3 Multi Device Can Solve a Number of situations You Might Be Experiencing

Does it feel difficult to draw on your HEETS while using your IQOS 3 MULTI? Not getting enough aerosol when using your IQOS 3 MULTI? These situations can likely be resolved by using the IQOS cleaning tool and cleaning sticks.
Cleaning your IQOS 3 MULTI regularly and with the right tools will not only ensure that you are getting the optimal real tobacco taste experience; but it can also solve some of the difficulties you may be experiencing with your IQOS 3 MULTI.
How to Clean IQOS 3 MULTI

Is your IQOS 3 MULTI device not starting?

Is your IQOS 3 MULTI device not starting?

If your IQOS 3 MULTI device is not starting, sometimes residual tobacco can prevent it from starting. Simply remove the cap and clean the flat surface next to the heating chamber as well as the inside of the cap using an IQOS cleaning stick.

IQOS 3 MULTI operating temperature

IQOS 3 MULTI operating temperature

Does your IQOS 3 MULTI device have a blinking red light or a white light blinking twice?
This could be because your IQOS 3 MULTI device is too cold or too hot. IQOS 3 MULTI operates in a temperature range between 0° and 50° C. If the ambient temperature is low, try warming the device in your hand for at least 1 minute. If it is too hot, take it with you to a colder place and it should be working again once it has cooled down.

Does your IQOS 3 MULTI have a broken blade or other physical damage?

Does your IQOS 3 MULTI have a broken blade or other physical damage?

Check to see if your IQOS 3 MULTI has a broken blade or any other physical damage. If it does, we are sorry that this happened to you. Please contact Customer Care Service and we will support you with this issue.
Sometimes the cleaning of your IQOS 3 MULTI can damage the blade inside your IQOS. Be careful not to exert force onto the blade when cleaning your IQOS 3 MULTI. Also ensure you never twist your HEETS tobacco stick while it's in the device. This movement can damage the heating blade and disrupt your IQOS experience.
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User Guide IQOS 3 MULTI

For more information, have a look at our IQOS 3 MULTI User Guide.
User Guide IQOS 3 MULTI
Every IQOS experience is unique. So we developed IQOS CARE PLUS, a service package for you to enjoy tailored support, coverage, and other additional benefits. It's time to enhance your IQOS experience.
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Need support using your IQOS 3 MULTI?

How about some tips and tricks? Learn more on how to use, clean, and charge your IQOS 3 MULTI, and find quick tips here.
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Additional Support