IQOS 3 DUO Troubleshooting

Is your IQOS 3 DUO device not working? Fear not, we can help! Here’s a simple guide to IQOS 3 DUO troubleshooting.

What do the lights on my IQOS 3 DUO device mean?

Holder Lights

There are 2 lights on the holder. When the holder is working properly, these lights will be white and will show how many uses you have left before needing to charge. If both lights are lit, then you can use the holder 2 times. If only one light is lit, then you can use it 1 time. If no lights are lit, then you need to charge.

If either of these lights ever turns red and starts flashing it means that there is a problem with the device and you should reset it.


Pocket Charger Lights
There are 2 sections of lights on the IQOS 3 DUO pocket charger. We’ve labelled them ‘1’ and ‘2’.
1 – There are 2 lights in this section. These lights show the holder charge status. If both lights are lit, then you can use the holder 2 times. If only one light is lit, then you can use it 1 time. If either light is flashing then the holder is charging.
2 – There are 4 lights in this section that are laid out in a row. When your device is working properly, these lights show the pocket charger battery. If all 4 lights are lit the pocket charger has 100% battery remaining, if 3 are lit, it has 75% battery remaining, 2 is 50% remaining, 1 is 25% remaining, and if none of the lights are lit then you need to charge the pocket charger.
If the device isn’t working properly, these lights may flash red, which means you need to reset the device.


What does a red light mean?

Red Light on Holder

Means that the device needs to be reset.

Red Light on Pocket Charger

Means that the device needs to be reset.

How to reset IQOS 3 DUO?

Reseting IQOS 3 DUO (sometimes this is called a ‘soft reset’) is super simple! Just follow the steps below;

  1. Put holder in pocket charger
  2. Close pocket charger door
  3. Press and hold the pocket charger control button for 10 seconds
    • The pocket charger lights will power down and eventually turn off
    • Keep holding onto the control button for 10 seconds
  4. After 10 seconds are over, let go of the control button
  5. Wait for a moment
  6. Click the pocket charger power button once
    • The pocket charger lights will power on, and eventually will return to normal

I tried resetting my device and it still isn’t working – what do I do?

If you’ve tried resetting your device and it still doesn’t work, contact IQOS.

IQOS is known for great service – in our experience they have gone over and above to fix any issues we’ve had with our IQOS devices. Even if your warranty has expired or you didn’t purchase your device from IQOS, they are usually willing to help.

If you are able to go to an IQOS store, that is preferable as the stores contain repair centres, where experts can work on fixing your device. If you can’t get to a store, just contact your regional IQOS customer support and they will instruct you on what to do.

The lights on my holder are flashing white – what do I do?

Don’t worry, this just means that you need to charge your holder. To do so insert it into the pocket charger and wait until the two small circular lights near the top of the pocket charger turn solid white. This takes around 4 minutes and 30 seconds.

Can my IQOS 3 DUO device overheat?

It shouldn’t overheat, as it operates at a regulated temperature and only lasts for 2 consecutive uses, however, there is always the possibility of a technical malfunction that could cause it to overheat. If you’re finding that your device or HeatSticks are getting uncomfortably hot, contact your local IQOS support team. They should be able to either fix the issue or get you new products.

My device won’t charge – what do I do?

Contact IQOS.

The lights don’t flash when I charge my device – what do I do?

If you have connected your device (pocket charger with the holder inside) to a power source, via the USB cable but the lights aren’t turned on to show that it is charging, wait 15 minutes and check again. Sometimes it takes a while for the lights to begin turning on/flashing to show that the device is charging.

If you’ve waited for 15 minutes and still nothing happens, contact IQOS.

My blade broke – what do I do?

You have a couple options;

Contact IQOS – they may be able to help by either fixing the device or replacing it
Buy a new device – the blade is a pretty important part of the device and sometimes can’t be repaired, thus rendering the device useless
Pay someone to replace the blade – as IQOS grows more popular there are more and more replacement services being offered online and in stores
DIY blade replacement – you can buy an IQOS blade replacement kit and follow a YouTube video that shows you how to replace it, just be careful and use the proper safety tools

My device is broken and my warranty is no longer active – what do I do?

Try contacting IQOS. IQOS is known for great customer support and will usually try to help in any way possible, even if your warranty is no longer active. We’ve taken them a broken device without a warranty before and they still replaced our device!