Question 1

How can I check the charge level of the battery?

Accepted Answer

To check the charge level of the IQOS 3 Duo Pocket Charger, press & release the Pocket Charger Button.

The Pocket Charger Status light will turn ON for 3 sec to indicate battery status:
4 LEDs = more than 75% charged
1 LED = low charge. Need to charge

Question 2

How does IQOS 3 DUO adapt to my rhythm of use?

Accepted Answer

IQOS 3 DUO enables to have two consecutive uses without Holder recharge. They will be indicated by the two white LED lights on your Holder and Pocket Charger.

Once you have finished the first use, there will be only one light left, i.e. 2 LEDs on – 2 uses ready, 1 LED – 1 use.

If you need the second use right away, your Holder is instantly ready for it.

If you do not need the second use right away, simply put the Holder back in the Pocket Charger for a quick recharge to have 2 uses back again.

In most cases, you can charge Holder back to at least one experience faster than Holder

Question 3

How to check the Holder status for available uses?

Accepted Answer

You can check the Holder status (how many uses are available without recharge) in two ways – either on the Holder itself or on the Pocket Charger:

To check the status on the Holder:
- Press & release the Button of the Holder:
o 2 lights – ready for two uses
o 1 light – ready for one use
o No light – Holder not charged

To check the Holder status on the Pocket Charger:
- Press & release the Pocket Charger Button
- 2 lights – ready for two uses
- 1 light – ready for one use

On IQOS 3 DUO P. Charger
On IQOS 3 P. Charger*

* For those customers who use a mixed version of IQOS 3 DUO Holder in the IQOS 3 Pocket Charger. In some cases it may be required to upgrade the firmware of IQOS 3 Pocket Charger to know when the Holder is ready for 1 use.

Question 4

How is IQOS 3 DUO different from the previous devices?

Accepted Answer

The new IQOS 3 DUO has our fastest and most powerful Holder within IQOS family.
Inspired by our customers, it has been designed around your needs to experience IQOS moments your way:
- It enables to have two consecutive uses without Holder recharging
- Faster Holder charging so that you do not need to worry about recharge:
• At least 2min 20sec faster than charging the Holder of IQOS 2.4 Plus*
• At least 1min 40sec faster than charging the Holder of IQOS 3*
- It hosts our IQOS ProtectPlus™ System for better protection and reliability and NFC chip for easy registration and access to IQOS website

*provided IQOS 3 DUO Holder is fully charged the first time or when fully depleted; and applicable for charging IQOS 3 DUO Holder from 0 to 1 use. It may depend on conditions of use, on battery lifecycle, weather conditions and device usage.

Question 5

How long does it take to fully charge the device?

Accepted Answer

It takes approximately 120 minutes to fully charge the IQOS 3 DUO Pocket Charger from an electrical outlet. Only charge IQOS 3 DUO device using IQOS AC Power Adaptor and USB cable.

Question 6

What do device vibrations mean?

Accepted Answer

Holder vibrations are activated in the following situations:
- At the start of heating (once you press the Holder Button to start)
- When the experience is nearly complete (30 seconds prior the end)

Question 7

Should I always fully charge my Pocket Charger battery?

Accepted Answer

IQOS 3 DUO device does not require a full charge to work, however we recommend to fully charge the device before the first usage.If the IQOS 3 DUO Pocket Charger is fully charged, you may use the Holder up to 20 times.The Holder charging time is effective only if the IQOS 3 DUO Holder is fully charged the first time or after being fully depleted.&nbsp;

Question 8

Can I charge IQOS 2.4/2.4+ Holder with the IQOS 3 DUO Pocket Charger and vice versa?

Accepted Answer

No, the new IQOS 3 DUO Pocket Charger is only compatible with IQOS 3.If you insert the IQOS™ 2.4+ Holder into the IQOS 3DUO Pocket Charger, the Holder will not fit because of different size.If you accidentally insert the IQOS 3 DUO Holder in the IQOS™ 2.4+ Pocket Charger, the Pocket Charger lights will start blinking, however, the Holder won’t charge.&nbsp;

Question 9

Is IQOS a safe electronic device?

Accepted Answer

IQOS Holder and Pocket Charger are designed to be safe, as electronic devices, when used in accordance with the instructions in the User Guide. &nbsp;They both comply with the EU consumer electronic safety requirements indicated by the “CE" (European Conformity) symbols on the packaging.For more information, please refer to the user's guide in your kit box or in the get support section.

Question 10

What should I do if my IQOS device is not working?&nbsp;

Accepted Answer

If your IQOS device is not working, simply perform a reset. How to reset my device? Still no luck? Please, contact our Customer Care through Live Chat available on this page, Social Media channels Facebook and Twitter; Email: contact.es@myiqos.com or phone: 900 152 015 (toll free number, M-F from 9am to 9pm, Weekends from 9am to 6pm - 1 hour less in Canary Islands) or ask for assistance at the nearest IQOS partner store.

Question 11

How do I store my IQOS device?

Accepted Answer

Keep IQOS away from water, direct sunlight and/or heat. Do not expose your IQOS device to extreme temperatures, as the battery or electronics may be damaged or significantly deteriorated.

Question 12

How do I check if my IQOS 2.4 PLUS device is charged?&nbsp;

Accepted Answer

You can easily check the charge level by following these simple steps:&nbsp;1. Press for 1 second the ON/OFF button&nbsp;2. The LEDs will turn on and indicate the level of charge:- 1 LED = low charge level- 4 LEDs = device is fully charged

Question 13

How long does it take to fully charge my IQOS 2.4 PLUS device?&nbsp;

Accepted Answer

It takes approximately 90 minutes to fully charge the IQOS 2.4 Plus Pocket Charger from an electrical outlet. Only charge IQOS 2.4 Plus device using the supplied AC Power Adaptor and USB cable.

Question 14

Should I always fully charge my IQOS 2.4 PLUS Pocket Charger battery?&nbsp;

Accepted Answer

The IQOS device does not require a full charge to work. If the IQOS 2.4 Plus Pocket Charger is fully charged you may use the holder for up to 20 times.

Question 15

How do I reset my IQOS 2.4 PLUS device?&nbsp;

Accepted Answer

You can easily do a reset of your IQOS 2.4 Plus device by simultaneously pressing and then releasing the Bluetooth and Power Buttons until all lights briefly blink.

Question 16

What do the IQOS 2.4 PLUS device vibrations mean?&nbsp;

Accepted Answer

Holder vibrations are activated in the following situations:- At the start of heating (once you press the Holder Button to start)&nbsp;- When it is nearly finished (30 seconds prior the end) &nbsp;

Question 17

What does the red light on my IQOS 2.4 PLUS Holder mean?

Accepted Answer

The red light, blinking or steady, on your Holder may indicate that:- Holder is not charged- Device is outside its optimal operating temperature (10°C - 40°C)&nbsp;- You pressed on the Holder button during usage- Holder malfunctionTo resolve the issue, you may try the following:a. Check that the IQOS 2.4 Plus Pocket Charger is switched ON and has enough powerb. Place the Holder in the Pocket Charger and wait until it is fully charged (up to 4 minutes)c. Ensure your Holder’s electric contact is cleand. If none of the above works, perform a reset of your devicee. Still no luck? Please, contact our Customer Care through Live Chat available on this page, Social Media channels Facebook and Twitter;Email: contact.es@myiqos.com or phone: 900 152 015 (toll free number, M-F from 9am to 9pm, Weekends from 9am to 6pm - 1 hour less in Canary Islands) or ask for assistance at the nearest IQOS partner store.

Question 18

What does the red light on my IQOS 2.4 PLUS&nbsp;Pocket Charger mean?

Accepted Answer

a. Holder light on the IQOS 2.4 PLUS Pocket Charger indicates a Holder malfunction. A slowly pulsing red light while charging means that the Holder battery is reaching the end of its life cycle.&nbsp;b. The bottom light on the Pocket Charger Battery Status indicates a Pocket Charger malfunction or device is outside its optimal operating temperature (10°C - 40°C)&nbsp;Please, perform a reset of your device and make sure it is in the optimal temperature range.Still no luck? Please, contact our Customer Care through Live Chat available on this page or Social Media channels&nbsp;Facebook&nbsp;and&nbsp;Twitter.You can also email us:&nbsp;contact.es@myiqos.com&nbsp;or get in touch by phone:&nbsp;900 152 015&nbsp;(toll free number, M-F from 9am to 9pm, Weekends from 9am to 6pm - 1 hour less in Canary Islands) or ask for assistance at the nearest&nbsp;IQOS partner store.

Question 19

What temperature does my IQOS 2.4 PLUS device work best at?

Accepted Answer

IQOS 2.4 Plus is designed to work in a wide range of temperatures, but the optimal uses is when the device is used between 10℃ and 50℃ temperatures.

Question 20

How do I check if my IQOS 3 device is charged? &nbsp;

Accepted Answer

Simply press your IQOS Pocket Charge button for one second. The LED lights will show the charge level – one light means your IQOS device has low battery and you need to charge it, four lights mean your device is more than 75% charged and ready to use.

Question 21

How long does it take to fully charge my IQOS 3 device?&nbsp;

Accepted Answer

It takes approximately 120 minutes to fully charge the IQOS 3 Pocket Charger from an electrical outlet. Only charge IQOS 3 device using supplied AC Power Adaptor and USB cable.

Question 22

Should I always fully charge my IQOS 3 Pocket Charger battery?&nbsp;

Accepted Answer

The IQOS 3 device does not require a full charge to work. If the IQOS 3 Pocket Charger is fully charged you may use the holder up to 20 times.&nbsp;

Question 23

Can I charge my IQOS 2.4/2.4 PLUS Holder with an IQOS 3 Pocket Charger and vice versa?

Accepted Answer

No, the new IQOS 3 Pocket Charger is not compatible with the previous versions.If you insert the 2.4/2.4 Plus Holder into the IQOS 3 Pocket Charger, the Holder will not charge because of the different size.The IQOS 3 Holder cannot be inserted into 2.4/2.4 Plus Pocket Charger because of the different size.

Question 24

How do I reset my IQOS 3 device?&nbsp;

Accepted Answer

You can easily reset your IQOS 3 device by pressing and holding the Pocket Charger Button for 8 seconds and then releasing. Battery Status light will fade in, blink twice, and then progressively fade in to confirm a reset.

Question 25

What do the IQOS 3 device vibrations mean?&nbsp;

Accepted Answer

Holder vibrations are activated in the following situations:- At the start of the heating (once you press the IQOS 3™ Holder Button to start heating) - one vibration- When the device is ready to be used: two vibrations- When the experience is nearly complete (30 seconds prior the end of the usage): two vibrations

Question 26

What do the lights on my IQOS 3 Holder mean?&nbsp;

Accepted Answer

Any white light indicates that the IQOS 3™ device performs various operations, like charging, resetting, or if it is ready to use, fully charged, etc.Any red light (steady or blinking) indicates that there is a device error.Perform a reset and try again. Still no luck? Please, contact our Customer Care through Live Chat available on this page or Social Media channels&nbsp;Facebook&nbsp;and&nbsp;Twitter.You can also email us:&nbsp;contact.es@myiqos.com&nbsp;or get in touch by phone:&nbsp;900 152 015&nbsp;(toll free number, M-F from 9am to 9pm, Weekends from 9am to 6pm - 1 hour less in Canary Islands) or ask for assistance at the nearest&nbsp;IQOS partner store.

Question 27

What do the lights on my IQOS 3 Pocket Charger mean?

Accepted Answer

Any white light indicates that the device performs various operations, like charging, re-initialization, ready to use, fully charged etc.&nbsp;A red blinking light can occur on:&nbsp;• Only Bottom Charger Light indicator: the device is outside operating temperature (0 - 50°C). -> Wait until device is within temperature limits.&nbsp;• Holder status light: Holder malfunction -> Please, perform a reset of the IQOS device.Still no luck? Please, contact our Customer Care through Live Chat available on this page, Social Media channels Facebook and Twitter;Email: contact.es@myiqos.com or phone: 900 152 015 (toll free number, M-F from 9am to 9pm, Weekends from 9am to 6pm - 1 hour less in Canary Islands) or ask for assistance at the nearest IQOS partner store.

Question 28

What temperature does my IQOS 3 device work best at?

Accepted Answer

IQOS 3 is designed to work in a wide range of temperatures, but the optimal uses is when the device is used between 10℃ and 50℃.&nbsp;

Question 29

What is the IQOS ProtectPlus system?

Accepted Answer

ProtectPlus™ System hosts a number of technological improvements:- Robust outer shell improves shock resistance of the device- New side door opening tested to guarantee reliable performance- New technology provides longer battery life- Heating chamber of your Holder has been redesigned for improved reliability

Question 30

How do I check if my IQOS 3 MULTI device is charged?&nbsp;

Accepted Answer

Simply press your IQOS Pocket Charge button for one second. The LED lights will show the charge level – one light means your IQOS device has low battery and you need to charge it, four lights mean your device is more than 75% charged and ready to use.

Question 31

How long does it take to fully charge my IQOS 3 Multi device?&nbsp;

Accepted Answer

It takes approximately 75 minutes to fully charge the IQOS 3 Multi from an electrical outlet. Only charge IQOS 3 Multi device using supplied AC Power Adaptor and USB cable.

Question 32

Should I always fully charge my IQOS 3 MULTI Pocket Charger battery?&nbsp;

Accepted Answer

The IQOS 3 MULTI device does not require a full charge to work. If the device is fully charged you may use it up to 10 back-to-back sessions without recharging.

Question 33

How do I reset my IQOS 3 MULTI device?&nbsp;

Accepted Answer

You can easily reset your IQOS 3 MULTI device by pressing and holding the button for 10 seconds and then releasing.The lights will fade in and out to confirm a reset.

Question 34

What do the IQOS 3 MULTI device vibrations mean?&nbsp;

Accepted Answer

IQOS 3 MULTI vibrations are activated in the following situations:- At the start of the heating (once you press the Button to start) - one vibration- When the device is ready to be used: two vibrations- When the experience is nearly complete (30 seconds prior the end of the usage session): two vibrations

Question 35

What do the lights on my IQOS 3 MULTI device mean?&nbsp;

Accepted Answer

Any white light indicates that the device performs various operations, like charging, re-initialization, ready to use, fully charged etc.Any red light indicates that there is a device error or device operates outside its operating temperature (0 - 50°C).Please, perform a reset of your device and try again.Still no luck? Please contact Customer Care 900 15 20 15 Monday- to Friday from 9:00 am - 6:00pm and Weekends 9:00 am - 6:00pm Via email: contact.es@iqos.com Twitter @iqos_support_es Facebook @iqos.es or ask for assistance at the nearest IQOS store [All IQOS Stores give support in terms of warranty. Please redirect to IQOS Store finder in this website].

Question 36

What temperature does my IQOS 3 MULTI device work best at?

Accepted Answer

IQOS 3 MULTI is designed to work in a wide range of temperatures, but the optimal one is when the device is used between 10℃ and 50℃.

Question 37

How is my IQOS 3 DUO device different from other IQOS devices?

Accepted Answer

The new IQOS 3 DUO has our fastest and most powerful Holder within IQOS family.
Inspired by our customers, it has been designed around your needs to experience IQOS moments your way:
- It enables to have two consecutive uses without Holder recharging
- Faster Holder charging so that you do not need to worry about recharge:
• At least 2min 20sec faster than charging the Holder of IQOS 2.4 Plus*
• At least 1min 40sec faster than charging the Holder of IQOS 3*
- It hosts our IQOS ProtectPlus™ System for better protection and reliability and NFC chip for easy registration and access to IQOS website

*provided IQOS 3 DUO Holder is fully charged the first time or when fully depleted; and applicable for charging IQOS 3 DUO Holder from 0 to 1 use. It may depend on conditions of use, on battery lifecycle, weather conditions and device usage.

Question 38

How can I check my IQOS 3 DUO is charged?

Accepted Answer

Simply press your IQOS Pocket Charger button for one second. The LED lights will show the charge level – one light means your device has low battery and you need to charge it, four lights mean the device is more than 75% charged and ready to use.

Question 39

How long does it take to fully charge my IQOS 3 DUO device?&nbsp;

Accepted Answer

It takes approximately 120 minutes (two hours) to fully charge your IQOS 3 DUO Pocket Charger from an electrical outlet, using the IQOS Orignal AC Power Adaptor and USB cable.

Question 40

Should I always fully charge my IQOS 3 DUO Pocket Charger battery?&nbsp;

Accepted Answer

IQOS 3 DUO device does not require a full charge to work, however we recommend to fully charge the device before the first usage.If the IQOS 3 DUO Pocket Charger is fully charged, you may use the Holder up to 20 times.The Holder charging time is effective only if the IQOS 3 DUO Holder is fully charged the first time or after being fully depleted.

Question 41

Can I charge my IQOS 2.4/2.4 PLUS&nbsp;Holder with the IQOS 3 DUO Pocket Charger and vice versa?

Accepted Answer

No, the new IQOS 3 DUO Pocket Charger is only compatible with IQOS 3.If you insert the IQOS™ 2.4 PLUS Holder into the IQOS 3 DUO Pocket Charger, the Holder will not fit because of different size.If you accidentally insert the IQOS 3 DUO Holder in the IQOS™ 2.4 PLUS Pocket Charger, the Pocket Charger lights will start blinking, however, the Holder won’t charge.

Question 42

Can I use IQOS AC power adaptor and USB cable from the previous device version to charge the IQOS 3 DUO device?

Accepted Answer

You can use the IQOS AC Power Adaptor from the previous device versions. However, IQOS 3 DUO USB cable hosts a USB-C port, which is different from that of IQOS™ 2.4+.

Question 43

How do I reset my IQOS 3 DUO device?&nbsp;

Accepted Answer

You can easily reset your IQOS 3 DUO device by pressing and holding the Pocket Charger Button for 10 seconds (until lights fade out), then releasing.All status lights will turn off, blink three times, and progressively fade in, to confirm the reset.

Question 44

How do I check how many uses I have left with my IQOS 3 DUO?&nbsp;

Accepted Answer

There are two ways to check how many uses you have left:&nbsp;On the IQOS HolderPress and release the button on your IQOS Holder:•&nbsp;&nbsp; &nbsp;Two lights mean it’s ready for two uses.•&nbsp;&nbsp; &nbsp;One light means it’s ready for one use.•&nbsp;&nbsp; &nbsp;No light means the Holder isn’t charged.On the IQOS Pocket ChargerPress and release the Pocket Charger button:•&nbsp;&nbsp; &nbsp;Two lights mean it’s ready for two uses.•&nbsp;&nbsp; &nbsp;One light means it’s ready for one use.* If you use the IQOS 3 DUO Holder in the IQOS 3 Pocket Charger, you might need to upgrade your IQOS 3 Pocket Charger firmware so it can tell you when the Holder is ready to be used once.

Question 45

What do the IQOS 3 DUO device vibrations mean?&nbsp;

Accepted Answer

•&nbsp;&nbsp; &nbsp;One vibration means it’s starting to heat up (after you’ve pressed the Holder button to start).•&nbsp;&nbsp; &nbsp;Two vibrations mean it’s ready to use.•&nbsp;&nbsp; &nbsp;Two more vibrations mean your experience is nearly over (it’ll vibrate 30 seconds before the end).

Question 46

What temperature does my IQOS 3 DUO device work best at?

Accepted Answer

Your IQOS 3 DUO device is designed to operate within a wide temperature range, but optimal use occurs when the device is used at temperatures between 10 ℃ and 50 ℃.

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