Q: Why do you call them IQOS ORIGINALS?

We decided to change the name, as it better suits IQOS. Original, because it provides the same real tobacco taste and satisfaction. Original, because it comes with the same tried-and-trusted HEATCONTROL TECHNOLOGY with a unique ceramic blade that has helped make IQOS the No.1 heated tobacco product* and choice for 15.2 million adult smokers around the world**. Market note: * PMI global estimate of total In-Market Sales of Heated Tobacco category in units as of December 2021 (excluding China and US). **PMI Financials or estimates, IQOS user panels and PMI Market Research. Status as of December 2021. IQOS users who have completely quit cigarettes and for whom PMI HeatSticks represent at least 70% of their past 7-day heated tobacco consumption.

Q: What is IQOS ORIGINALS DUO?

IQOS ORIGINALS DUO is the new name for IQOS 3 DUO. Easy to use and customizable via IQOS app, IQOS ORIGINALS DUO comes in the same form as its predecessor, providing the same real tobacco taste, but with new colour options and new accessories.

Question 1

Why do you call them IQOS ORIGINALS?

Accepted Answer

We decided to change the name, as it better suits IQOS.&nbsp; Original, because it provides &nbsp;the same real tobacco taste and satisfaction. Original, because it comes with the same tried-and-trusted HEATCONTROL TECHNOLOGY with a unique ceramic blade that has helped make IQOS the No.1 heated tobacco product* and choice for 15.2 million adult smokers around the world**. Market note: * PMI global estimate of total In-Market Sales of Heated Tobacco category in units as of December 2021 (excluding China and US). **PMI Financials or estimates, IQOS user panels and PMI Market Research. Status as of December 2021. IQOS users who have completely quit cigarettes and for whom PMI HeatSticks represent at least 70% of their past 7-day heated tobacco consumption.

Question 2

What is IQOS ORIGINALS DUO?&nbsp;&nbsp; &nbsp;

Accepted Answer

IQOS ORIGINALS DUO is the new name for IQOS 3 DUO.&nbsp; Easy to use and customizable via IQOS app, IQOS ORIGINALS DUO comes in the same form as its predecessor, providing the same real tobacco taste, but with new colour options and new accessories.&nbsp;

Question 3

How do IQOS ORIGINALS devices heat and not burn tobacco?

Accepted Answer

Both IQOS ORIGINALS devices contain our patented HEATCONTROL TECHNOLOGY, using our unique ceramic blade to heat the tobacco from the INSIDE.&nbsp; This blade with platinum and gold tracks, inserts into the HEETS tobacco stick so all its wide surface touches the tobacco, optimally heating it to a temperature below that of combustion. This releases a real tobacco taste, providing cigarette-like satisfaction without producing, smoke, ash.&nbsp;

Question 4

How can I register my IQOS ORIGINALS device?&nbsp;&nbsp; &nbsp;

Accepted Answer

It’s easy to register your IQOS ORIGINALS device. Simply scan the QR code on the packaging to access the IQOS website where you can register your IQOS ORIGINALS device. &nbsp; The dialog box for the device’s serial number is automatically populated. If not, please take a picture of the label outside the packaging box to capture the serial number of your device. Then you need to fill in required information to register your device [country specific] You can also register your device onto your account using the IQOS app as registration will happen during the pairing process.&nbsp;

Question 5

What consumables can I use with IQOS ORIGINALS devices?

Accepted Answer

IQOS ORIGINALS devices are designed to work exclusively with HEETS tobacco sticks. The devices’ flat, wide ceramic blade optimally heats the tobacco releasing tobacco vapour to give you &nbsp;satisfaction. You can explore the HEETS range of tobacco sticks and choose those that best suit your personal taste.

Question 6

Why do I have to reconnect my IQOS ORIGINALS device several times during a firmware upgrade?&nbsp;&nbsp; &nbsp;

Accepted Answer

During the firmware upgrade for your IQOS ORIGINALS device, the device goes through different stages and resets as the update progresses. This is normal. The device will request you to reconnect manually because it does not connect automatically via the webapp.

Question 7

In what colours are IQOS ORIGINALS devices available?&nbsp;&nbsp; &nbsp;

Accepted Answer

The IQOS ORIGINALS device range are all available in each of four vibrant colours: Silver, Slate, Scarlet and Turquoise.

Question 8

How can I check my IQOS ORIGINALS DUO is charged?&nbsp;&nbsp; &nbsp;

Accepted Answer

For the Holder: Press and release the button to check battery charge status. Two lights illuminated indicates your Holder is ready for 2 uses; one light for 1 use and no lights means no charge. &nbsp;You can also check Holder status on the Pocket Charger, by inserting the Holder, the right way up, then pressing and releasing the Pocket Charger button. Two lights illuminated indicate 2 uses remain; one light indicates 1 use and, no lights mean your Holder has no charge. The Holder can be charged up to 20 times with a fully-charged Pocket Charger. For the Pocket Charger: To check the charge level of the Pocket Charger, press and release the Pocket Charger Button- the status light will turn ON for 3 seconds to indicate battery status where 4 LEDs indicates your Pocket Charger is more than 75% charged while 1 LED indicates the need to charge. Although, it doesn’t need a full charge to work, we recommend fully charging the Pocket Charger before your first use.

Question 9

How do I pair my IQOS ORIGINALS DUO device?&nbsp;&nbsp; &nbsp;

Accepted Answer

First step is to ensure Bluetooth on your device is enabled (see FAQ How do I enable or disable Bluetooth on my IQOS ORIGINALS devices?).&nbsp; Then, if you are pairing for the first time, first allow the IQOS app to access the device location. Inside the IQOS app navigate to the ‘Devices’ tab and select “ADD NEW”. Next simply follow the instructions on the screen.&nbsp; If the device has already been paired just select “PAIR”.&nbsp; In all cases, you should note IQOS ORIGINALS DUO automatically disconnects from the IQOS app during an experience and while charging. It automatically reconnects after your IQOS experience has ended.

Question 10

What do the lights on my IQOS ORIGINALS DUO mean?

Accepted Answer

White lights on the Holder or the Pocket Charger indicate your IQOS ORIGINALS DUO device performs different operations including charging, resetting, ready to use status, fully charged status, or Pocket Charger is out of temperature range status etc. Red lights on the Holder or the Pocket Charger indicate that there is a device error including reset required, Holder malfunction, broken blade, device outside operational temperature status etc.

Question 11

How do I check how many uses I have left on my IQOS ORIGINALS DUO?

Accepted Answer

You can check either on the Holder itself or on the Pocket Charger. In either case, you can press and release the Button (on the Holder /Pocket Charger). In both cases, 2 white LED lights indicates the Holder has two uses, 1 white LED light indicates one use remains and no light indicates the Holder is not charged.

Question 12

How do I store my IQOS ORIGINALS device?

Accepted Answer

You should store your IQOS ORIGINALS in a dry ventilated place and keep it within its operating temperature range (0°C - 40°C). Make sure not to expose it to excessive heat or moisture. If you haven’t used your IQOS ORIGINALS for a while first ensure it is within its operating temperature range then try to charge it fully before using it.

Question 13

Can I upgrade my IQOS 2.4 + to IQOS Originals DUO?&nbsp;&nbsp; &nbsp;

Accepted Answer

If you are an existing IQOS 2.4+ user and you are interested in IQOS ORIGINALS you might like to consider trying IQOS ORIGINALS DUO with its familiar form and the enhanced features versus IQOS 2.4+ (Holder with 2 consecutive uses, faster charging etc).

Question 14

What about using my IQOS ORIGINALS device after a long period of inactivity?

Accepted Answer

If you have not used your IQOS ORIGINALS device for a long period of time, first, please try to charge it first. Please, ensure there is no visible damage or humidity present before usage. In case you notice any malfunctioning during the use of the product, please stop using the device. When you start charging the battery after a long period of inactivity, i.e. when your battery is completely depleted, the charging lights may not appear for up to 15 minutes, but don’t worry as this is a normal process.

Question 15

I am abroad and my IQOS ORIGINALS device is not working what can I do?

Accepted Answer

If you need support while you’re away from home, our International Assistance program can help via this toll-free number: [1800500555]&nbsp;(charges may apply in some locations). Available exclusively for registered IQOS users, our experts can help by trouble-shooting and, if required, replacing your device while you’re abroad. Before you travel, why not learn more about the International Assistance program on https://ps.iqos.com/en/myiqos/get-support/iqos-international-assistance

Question 16

What are the differences between IQOS ORIGINALS and lil™ Solid 2.0?

Accepted Answer

Both heat tobacco from the inside but by using different technologies. IQOS ORIGINALS devices contain HEATCONTROL TECHNOLOGY and use a ceramic blade, with platinum and gold tracks, that inserts into the tobacco. It is flat and wide to maximise the surface area heating the tobacco.&nbsp; lil™ SOLID 2.0 uses induction heating with a stainless-steel pin that inserts into the tobacco. IQOS ORIGINALS devices are designed to be used only with HEETS tobacco sticks (more than 10 flavours) while lil™ SOLID 2.0 is designed to be used only with Fiit tobacco sticks (basic range of 7 flavours).&nbsp; IQOS ORIGINALS provide up to 6mins or 14 puffs per use or whichever comes first while lil™ SOLID 2.0 provides up to 5mins or 14 puffs per use or whichever comes first. Both offer real tobacco taste without fire, smoke and ash. Ultimately, both are smoke-free products and a better choice than continued smoking. They both are not risk free and provide nicotine which is addictive.

Question 17

What should I do if my IQOS ORIGINALS device is not working?

Accepted Answer

If you have not used the device for a long period of time, please ensure there is no visible damage present and then, try to charge it fully before attempting to turn it on. Please contact us if your device is not working, taking care to check your warranty beforehand.

Question 18

Why isn't my IQOS ORIGINALS device charging?&nbsp;&nbsp; &nbsp;

Accepted Answer

First check to make sure there is no visible damage to your device – if there is, don’t try to charge it. Then check if any red lights are illuminated. A red light indicates a device error – if any red lights illuminate, then please follow the guidance in your user manual for error messages. For IQOS ORIGINALS DUO, please ensure the Holder is inserted the right way up - otherwise it won’t charge.&nbsp; Please note, when you start charging the battery after a long period of inactivity, i.e. when your battery has been completely depleted, the charging lights may not appear for up to 15 minutes. This is a normal process. If your IQOS ORIGINALS device is still not charging after this, please contact us (1800500555).

Question 19

Why isn't my IQOS ORIGINALS pulling properly?

Accepted Answer

If your IQOS ORIGINALS is not performing optimally, it may be time for a cleaning. Using the dual cleaning tool cleaning can be quick and easy.&nbsp; You can start by gently removing residue from around the blade in the heating chamber as well as from inside the cap.&nbsp; We recommend cleaning your IQOS ORIGINALS device after finishing each pack of HEETS.&nbsp; You can also bring your IQOS ORIGINALS DUO into your nearest IQOS boutique for a free Complete Service periodically.&nbsp; Learn more on IQOS.com &nbsp;

Question 20

How can I keep my IQOS ORIGINALS device clean?&nbsp;&nbsp; &nbsp;

Accepted Answer

You should clean your IQOS ORIGINALS device regularly, after every pack of tobacco sticks to save the taste you like and to keep your device in optimal condition.&nbsp; For best results, let your IQOS ORIGINALS device cool down for at least 30 seconds before using the dual cleaning tool to remove residue from inside and outside the heating chamber including around the base of the ceramic blade.&nbsp; Our cleaning sticks can be an additional help cleaning either device.&nbsp; For IQOS ORIGINALS DUO you can also use the dual cleaning tool for cleaning the cap as well as the circular contacts on the Holder and on the Pocket Charger.&nbsp; Of course, you can clean more frequently if you wish to do so, but please ensure you only use IQOS cleaning tools to clean your IQOS ORIGINALS device(s) and avoid using household cleaning products.

Question 21

How do I remove the tobacco stuck in my IQOS ORIGINALS device?&nbsp;&nbsp; &nbsp;

Accepted Answer

For best results removing tobacco from your IQOS ORIGINALS device, let it cool down for at least 30 seconds first. Start by tapping the device gently on a hard surface to dislodge the blockage.&nbsp; Use the dual cleaning tool to gently remove any residue from around the base of the blade and the rest of the heating chamber, using cleaning sticks to remove other pieces of tobacco residue if necessary.&nbsp; See IQOS.com for more information including a short video demonstrating the recommended cleaning technique https://pmi.23video.com/v.ihtml/player.html?token=af4ea45992404b4170a854d861b90388&source=embed&photo%5fid=78515744.

Question 22

How often should I clean my IQOS ORIGINALS device?

Accepted Answer

You should clean your IQOS ORIGINALS device regularly, after every pack of tobacco sticks. Regularly cleaning helps you save the taste you like and keeps your device in optimal condition. It only takes a minute. Of course, you can clean more frequently.&nbsp; Just make sure you only use IQOS cleaning products when you are cleaning your IQOS ORIGINALS device.

Question 23

How do I clean my IQOS ORIGINALS device?&nbsp;&nbsp; &nbsp;

Accepted Answer

With the dual cleaning tool, it’s easier than ever to clean and care for your IQOS ORIGINALS device, removing residue from those harder to reach places thanks to its innovative design. It should only take a minute to clean your IQOS ORIGINALS device. Why not watch this demonstration video on IQOS.com (https://pmi.23video.com/v.ihtml/player.html?token=af4ea45992404b4170a854d861b90388&source=embed&photo%5fid=78515744) to get the full picture on how to do it. IN-DEPTH TEXT EXPLANATION FOR CLEANING IQOS ORIGINALS DEVICE&nbsp; Before you get started, make sure your device has cooled down since you last used it and your cleaning tool is in good condition.&nbsp; For IQOS ORIGINALS DUO, remove the cap on the holder, hold it upside down and gently tap to release any loose tobacco residue.&nbsp; For either device, next, open and insert the top tool into the heating chamber without twisting, until it touches the bottom of the heating chamber, rotating 3 times before removing it (without twisting).&nbsp; If you’re cleaning the blade, switch ends on the cleaning tool, align it carefully with the heating chamber and insert.&nbsp; Make 3 elliptical movements to gently clean the blade. Tap out any loose residue.&nbsp; Optionally, you can use cleaning sticks to finish, cleaning around the bottom of the chamber without touching the blade&nbsp;

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