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No lights on your IQOS ORIGINALS DUO?
Your device simply might be OFF or discharged
- Place the IQOS ORIGINALS DUO holder inside the pocket charger.
- Press the pocket charger button for 10 seconds to RESET which will also turn ON your device. Watch the tutorial to see how to RESET your device.
- Plug the pocket charger into a wall power outlet with the original IQOS ORIGINALS DUO power adaptor and cable. Always use the original power adaptor and cable and always keep the contacts clean between your holder and pocket charger.
- While your pocket charger is being charged, strip lights will be pulsing. Remember, a deeply discharged pocket charger may take up to 20 minutes to start charging. Watch the tutorial to see how to charge your device
What do the lights mean on IQOS ORIGINALS DUO?
Your device might be warning on an error
1. BLINKING RED LIGHT ON IQOS ORIGINALS DUO DEVICE:
Your heating blade might be broken. Check your heating blade and if it is broke, contact us and we'll help you.
Your holder might not be getting enough charge from your pocket charger. Always use official power adaptor and cable with a power outlet and always clean the contacts between your holder and pocket charger. Visit how to charge your device
Your device might need a RESET. Ensure your holder is inside the pocket charger. Press the pocket charger button for 10 seconds. Watch the tutorial on how to reset your device.
2. BLINKING WHITE LIGHT ON IQOS ORIGINALS DUO DEVICE:
Your device might be outside of the operating temperature range (0°C to 40°C). You may need to let it cool down or warm up in your hands. If this doesn’t resolve your issue, contact us and we'll help you.
Is your IQOS ORIGINALS DUO charging too slowly?
Your device simply might not be getting enough charge.
Always use IQOS ORIGINALS DUO original power adaptor and cable and use a power outlet. This will ensure your pocket charger is being charged in its designed time. Watch the tutorial to see how to charge your device.
Always keep the contacts clean between your holder and pocket charger. This will ensure your holder is getting the charge fast enough from your pocket charger.
Is air not flowing through IQOS ORIGINALS DUO as it should?
Your IQOS ORIGINALS DUO Holder might need a clean.
- Ensure to let your IQOS ORIGINALS DUO Holder fully cool down before you start cleaning (at least 30 seconds after the last use)
- Always use the original IQOS cleaning tool and cleaning sticks
- Refrain from applying too much pressure and touching the heating blade.
- Clean after each pack of the tobacco sticks for optimal experience. It is recommended to renew your holder cap in every 6 months. This will help you to keep the optimal heated tobacco experience that you like.
- Visit how to clean your device.
We are here to support you
You didn’t find what you are looking for? Did you know?
Regularly updating the firmware of your device will help you to maintain the device performance and improve your experience. It may also resolve your issue! Watch the tutorial
Something we haven’t covered?
There are several ways you can reach us.
Use our Live Chat
Chat to our personal experts in real time. They’re available every day; Monday to Friday from 8 to 20 h, Saturdays and Sundays from 10 am to 18 h. Send them them a message and they’ll get back to you.
Facebook us
Visit our page and chat to an IQOS expert. Working hours: Mon - Fri from 8 to 20 h; Sat - Sun from 10 to 18 h.
Discover IQOS Viber
On Viber, our customer support is available 24/7 in the form of an IQOS chatbot, and you can also contact IQOS experts on weekdays from 8 to 20 h and on Saturdays and Sundays from 10 to 18 h.
Send us an email
Write to us. Our inbox is never too full. Working hours: Mon - Fri from 8 to 20 h; Sat - Sun from 10 to 18 h.
Give us a ring
Sometimes you just want to hear a human voice. We get it. That’s why our phone support line connects you directly to an IQOS expert. Working hours: Mon - Fri from 8 to 20 h; Sat - Sun from 10 to 18 h.
