To enter this website, please confirm that you are an 18+ smoker/vaper AND an existing IQOS customer.

CONFIRM

You must be 18 or over to access materials on this site

We Care

To purchase products from this website, you need to provide hard age verification you are 18+.

Our e-liquid and heated tobacco vaping products are not an alternative to quitting and are not designed as cessation aids. They are not risk-free and contain nicotine, which is a highly addictive substance. No sale to persons under the age of 18.
For more information read our Privacy Policy.

Try our online tool, to help you troubleshoot any issues you're having with your IQOS 3 DUO device.

Click to start

Gold IQOS Duo on a wooden table
IQOS charging slowly Gold IQOS DUO on a wooden table

My IQOS 3 DUO is charging too slowly.

1. Make sure you’re using the official IQOS cable and AC Power Adapter. Charging your IQOS from a computer USB port or using a third-party cable can be less effective.

2. If your IQOS 3 DUO Pocket Charger is already fully charged when you connect it to a power supply, the status light may flash. This is normal. If your IQOS 3 DUO Pocket Charger is completely out of battery, you might need to plug it in with the AC Adapter for up to 20 minutes before any status lights appear.

How to charge your IQOS

Man with a gold IQOS Duo and a mobile in his hands

How to reset your IQOS 3 DUO.

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.

Man with a gold IQOS Duo and a mobile in his hands

The aerosol delivery is not very good.

Your IQOS 3 DUO holder might need a clean.

1. Wait for your device to cool down, before sliding the cap upwards to remove it.

2. Insert the cleaning tool and rotate gently. If you do this regularly, you’ll reduce any tobacco build-up.

3. As some parts of your device, including the heating chamber, can't be accessed with the cleaning tool, use your cleaning sticks instead. Use them gently to avoid breaking or damaging the blade.

Learn how to clean your holder

Two people at a table bar, one holds his IQOS device and the other uses his phone
Two people at a table bar, one holds his IQOS device and the other uses his phone

There’s more useful information in our IQOS 3 DUO User Guide.

Download a copy of our IQOS 3 DUO User Guide here.

IQOS 3 DUO User Guide

Get in touch.

Our dedicated NZ-based customer care team is here for you. Get in touch using one of the following options.
Monday to Friday, 9am to 6pm