Troubleshoot your IQOS ORIGINALS ONE

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 ONE device.

Turquoise IQOS Originals One device on a wooden table.
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An illustration showing an IQOS ILUMA ONE. IQOS ILUMA ONE
IQOS ORIGINALS DUO illustration IQOS ORIGINALS DUO
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IQOS Originals ONE heated tobacco device in silver color.

No lights on your IQOS ORIGINALS ONE?

Your device simply might be OFF or discharged

1. Press the button of IQOS ORIGINALS ONE for 10 seconds to RESET which will also turn ON your device.

2. Plug the device into a power outlet with the original IQOS ORIGINALS ONE power adaptor and cable. Always use the original power adaptor & cable and a wall outlet.

3. While your device is being charged, the lights will be pulsing. Watch the tutorial to see more features of your device.

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

IQOS Originals One device next to turquoise headphones.

What do the lights mean on IQOS ORIGINALS ONE?

Your device might be giving you a warning

1. BLINKING YELLOW LIGHT ON IQOS ORIGINALS ONE:
This means your device is discharged. You should charge your device. Plug the device into a power outlet with the original IQOS ORIGINALS ONE power adaptor and cable. Always use the original power adaptor & cable and a wall outlet. Watch the tutorial to see how to charge.

2. BLINKING RED LIGHT ON IQOS ORIGINALS ONE:
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 device software might need a RESET.
Press the pocket charger button for 10 seconds
to reset your device.

3. BLINKING WHITE LIGHT ON IQOS ORIGINALS ONE:
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 One device on a desk next to a tea cup.

Is your IQOS ORIGINALS ONE charging too slowly?

Your device simply might not be getting enough charge

1. Always use IQOS ORIGINALS ONE original power adaptor and cable and use a wall power outlet. This helps to ensure your device will be charged faster. Find out more on the features of your device.

Silver IQOS Originals ONE heated tobacco device.

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

Your device might need a cleaning

1. Ensure to let your IQOS ORIGINALS ONE 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.

Turquoise IQOS Originals ONE heated tobacco device on a table.

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 ONE User Guide.

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

Download our IQOS ORIGINALS ONE User Guide
Turquoise IQOS Originals One heated tobacco device on a fabric table mat.

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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Tweet your questions to get them answered.
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Send an email

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
IQOS Youtube channel

Youtube

Visit the IQOS Customer Care channel

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