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FAQ

IQOS DEVICES

The IQOS Holder and Pocket Charger are designed to be safe, as electronic devices, when used in accordance with the instructions in the User/Quick Start Guide. They both comply with the European Union consumer electronic safety requirements indicated by the “CE" (European Conformity) symbols on the packaging. For more details refer to the User Guide.

You can try to fix the issue yourself using our troubleshooting tool. You can find this here.
If you are unable to resolve the issue, please get in touch with our Customer Care team for further support. You can reach us on:
Phone: 0800 810 433 (Monday to Friday 9AM to 6PM)
Email: contact@iqos.co.nz
Live chat: Click on the black chat icon at the bottom right on this page to get in touch (Monday to Friday 9AM to 6PM)

If your IQOS 3 DUO is charged but not working, you might need to reset it. To do so, press the charger button until the lights fade out, then release the button. All status lights will turn off, blink twice, and then progressively fade in, confirming a reset.

Keep IQOS away from water, direct sunlight and/or heat. Do not leave your IQOS device for a long time in a hot place, such as inside a car, as the battery or electronics may be damaged.

Gently tap the IQOS Cleaning Tool on a surface and use a cloth to get rid of the residue. Do not clean it with water, to avoid any humid contact with the electronics of the IQOS Holder.

After approximately 20 tobacco sticks, the IQOS Pocket Charger will automatically start the self-cleaning process. The heating blade inside the holder is heated to dissolve the tobacco residue. However, this does not replace manual cleaning, which must be performed on a regular basis in order to ensure optimal performance and consistent taste.
After the self-cleaning, we recommend cleaning the device manually with the provided IQOS Cleaner and Cleaning Sticks. Any tobacco residue should always be gently tapped out of the Holder.

We recommend cleaning your IQOS at least once per pack. Daily cleaning can help ensure optimal taste. Only use original IQOS cleaning tools to clean your IQOS.

The Pocket Charger must be charged with the provided IQOS adapter and USB Cable.
We do not recommend using standard USB adapters, even if they can be connected, because other chargers do not have the same power output as the IQOS Adapter. IQOS may malfunction if charged with another USB adapter. This also voids the warranty.

If you have further questions or need help, you can reach our Customer Care team using one of the options below:
Phone: 0800 810 433 (Monday to Friday 9AM to 6PM)
Email: contact@iqos.co.nz
Live chat: Click on the black chat icon at the bottom right on this page to get in touch (Monday to Friday 9AM to 6PM)
Post: Philip Morris New Zealand, PO Box 7231 Wellesley Street, Auckland 1141

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