Troubleshoot your IQOS ORIGINALS DUO

Find the answers to the most common issues in this page or 

sometimes a quick fix is all it takes. Let us help you troubleshoot your ORIGINALS DUO device.

IQOS Originals Duo Holder and Pocket Charger in turquoise color on a desk, next to notebooks.
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IQOS ORIGINALS DUO illustration IQOS ORIGINALS DUO
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IQOS Originals DUO holder and pocket charger in turquoise color.

No lights on your IQOS ORIGINALS DUO?

Your device simply might be OFF or discharged

1. Place the IQOS ORIGINALS DUO holder inside the pocket charger.

2. 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.

3. 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.

4. 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 and how to clean the contacts.

5. If you continue to face issues, get in touch with us through live chat.

Silver IQOS ORIGINALS DUO pocket charger.

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 you continue to face issues, get in touch with us through live chat

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 and how to clean the contacts

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 50°C). You may need to let it cool down or warm up in your hands. If this doesn’t resolve your issue, get in touch with us.

Turquoise IQOS ORIGINALS DUO pocket charger next to cable charger.

Is your IQOS ORIGINALS DUO charging too slowly?

Your device simply might not be getting enough charge

1. 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

2. 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. Watch the tutorial to see how to clean the contacts.
Hands holding IQOS Originals Duo heated tobacco holder and pocket charger in turquoise color.

Is air not flowing through IQOS ORIGINALS DUO as it should?

Your IQOS ORIGINALS DUO Holder might need to be cleaned.

1. Ensure to let your IQOS ORIGINALS DUO Holder fully cool down before you start cleaning (at least 30 seconds after the last use)

2. Always use the original IQOS cleaning tool and cleaning sticks

3. Refrain from applying too much pressure and touching the heating blade.

4. Clean after each pack of the tobacco sticks to save the taste of your choice and remember to renew your holder cap in every 6 months.

5. Visit how to clean your device.

Laptop next to turquoise IQOS ORIGINALS DUO pocket charger.

We are here to support you

You didn’t find what you are looking for?

Reach out to an IQOS Expert if you still face issues or require further information. We will help you step by step to identify your issue and let you know if you are eligible for a replacement, and if you are, we will arrange it for you!

That's not all. There's more useful information in our IQOS ORIGINAL DUO User Guide.

Our IQOS ORIGINALS DUO User Guide will let you delve deep into how your device works and how to use it.

Download our IQOS ORIGINALS DUO User Guide
IQOS Originals Duo holder and pocket charger in red color.

Something we haven’t covered?

There are several ways you can reach out for support.

IQOS Call Centre

Call our Infoline

Call our Infoline for more timely and specific answers to your questions. We look forward to helping you!

800-06756
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Send your questions, they'll be answered shortly.

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No question is too small

Your question might have already been asked before. Browse our FAQs to see if there’s an answer waiting for you.

Look through the FAQs
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