English
Troubleshoot your IQOS ORIGINALS ONE

Find the answers to the most common issues in this page or try our online diagnostics tool which can help you find a solution in a few easy steps.

An illustration showing an IQOS ILUMA PRIME hover: An illustration showing an IQOS ILUMA PRIME

IQOS ILUMA PRIME
An illustration showing an IQOS ILUMA hover: An illustration showing an IQOS ILUMA

IQOS ILUMA
An illustration showing an IQOS ILUMA ONE hover: An illustration showing an IQOS ILUMA ONE

IQOS ILUMA ONE
An illustration showing an IQOS ORIGINALS DUO hover: An illustration showing an IQOS ORIGINALS DUO

IQOS ORIGINALS DUO
An illustration showing an IQOS ORIGINALS ONE hover: An illustration showing an IQOS ORIGINALS ONE

IQOS ORIGINALS ONE
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. Watch the tutorial to see how to RESET 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. Visit self-diagnostics tool if you need further support.

IQOS Originals ONE heated tobacco device in silver color.
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 your device.

  2. BLINKING RED LIGHT ON IQOS ORIGINALS ONE: 

    Your heating blade might be broken. Check your heating blade and if it is broken visit self-diagnostics tool.

    Your device software might need a RESET. Press the pocket charger button for 10 seconds to reset your device. Watch the tutorial to see how to RESET your device. If this doesn’t resolve your issue, visit self-diagnostics tool. 

  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, visit self-diagnostics tool.

  4. Find out more on the article What do the lights on my IQOS ORIGINALS ONE mean?

IQOS Originals One device next to turquoise headphones.
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.
Turquoise IQOS Originals One device on a desk next to a tea cup.
Silver IQOS Originals ONE heated tobacco device with HEETS stick.
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 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 you like and remember to renew your holder cap in every 6 months.

  5. Visit how to clean your device

Silver IQOS Originals ONE heated tobacco device with HEETS stick.
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? 

Did you know? You may place a self replacement order through our online diagnostics tool! 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! Visit self-diagnostics tool

Turquoise IQOS Originals ONE heated tobacco device on a table.
Turquoise IQOS Originals One heated tobacco device on a fabric table mat.

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

Got a question?
Find the answer in our FAQs.

FAQs
Something we haven’t covered?

There are several ways you can reach us.

Live chat icon

Use our live chat

Chat to our personal coaches in real time. Just drop them a message and they’ll say hello within seconds.

Let's chat

Available hours:
Sat-Thur: 11:00 AM - 18:00 PM
Fri: 11:00 AM - 18:00 PM

facebook icon

Facebook us

We’re very social on our social media, so feel free to message us with any questions and we’ll get back to you in minutes.

Our Facebook Page
Email icon

Send us an email

Write to us. Our inbox is never too full.

Email us
Phone icon

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.

Get in touch

Call Center Operating Hours:
Sat-Thur: 11:00 AM - 18:00 PM
Fri: 11:00 AM - 18:00 PM