Q: What colours are IQOS ORIGINALS DUO available in?

• IQOS ORIGINALS DUO is available in 4 vibrant colours: Silver, Slate, Scarlet and Turquoise.

Q: Can I use my IQOS ORIGINALS DUO device immediately from the box?

• We recommend you to fully charge your new device with the Power Adaptor before using it (up to 120 mins of usage on a full charge). • Once fully charged, press and hold the power button for 4 seconds. Then, insert and pre-heat your HEETS tobacco stick for 20 seconds. Once your device vibrates, it’s good to go!

Question 1

Why the change of name to IQOS ORIGINALS DUO?

Accepted Answer

We call it IQOS ORIGINALS DUO because it provides no smoke. It comes with the same tried-and-trusted HEATCONTROL TECHNOLOGY with a unique ceramic blade that heats tobacco from the inside.

Question 2

What colours are IQOS ORIGINALS DUO available in?

Accepted Answer

•&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; IQOS ORIGINALS DUO is available in 4 vibrant colours: Silver, Slate, Scarlet and Turquoise.

Question 3

Can I charge IQOS ORIGINALS DUO with an older AC adaptor/charger?

Accepted Answer

You can use the IQOS AC Power Adaptor from any previous IQOS device version to charge your device. However, please be careful to use the right cable if considering a cable from an older device.

Question 4

Can I use my IQOS ORIGINALS DUO device immediately from the box?

Accepted Answer

•&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; We recommend you to fully charge your new device with the Power Adaptor before using it (up to 120 mins of usage on a full charge). •&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; Once fully charged, press and hold the power button for 4 seconds. Then, insert and pre-heat your HEETS tobacco stick for 20 seconds. Once your device vibrates, it’s good to go!

Question 5

Can I charge IQOS ORIGINALS DUO device using the charging cable from other electronic devices?

Accepted Answer

You won’t need to because your new device comes with their own AC Power Adaptor and dedicated charging cable. But you can also use the AC Power Adaptor from any previous IQOS device version to charge. Please ensure to always use the official IQOS Power Adaptor and AC Cable. Refrain from charging your device with non-original cable or power adaptor or a laptop, which may hinder you from fully experiencing IQOS. Ensure you are using the USB-C to USB-C Cable that comes with your device. Please note: USB cables from IQOS 2.4/2.4 PLUS are not compatible because they are USB-A (micro-USB cables).

Question 6

How often should I clean my IQOS ORIGINALS DUO device?

Accepted Answer

You should clean your device regularly, after every pack of tobacco sticks. This will ensure your device is at peak condition and will give you optimal smoke-free experience. For best results, let your device cool down for at least 30 seconds before using the Dual Cleaning Tool. This will help remove tobacco residue from inside and outside of the heating chamber including around the base of the ceramic blade. Our Cleaning Sticks are also provided as an additional help for you to clean your device. You can clean more frequently if you wish to do so. However, please ensure you are only using IQOS Cleaning Tools to clean your device. Avoid using household cleaning products.

Question 7

What is the difference between IQOS ORIGINALS DUO (IQOS) and lil SOLID (lil) devices?

Accepted Answer

IQOS and lil device heats tobacco from the inside, except for the different technologies it uses. IQOS contains HEATCONTROL TECHNOLOGY and uses a unique ceramic blade that inserts into the tobacco. Its flat and wide surface maximises the tobacco-heating process. Whereas, lil uses induction-heating with a stainless-steel pin that inserts into the tobacco. Both devices provide no smoke. They are smoke-free alternatives, but are not risk-free and provide nicotine, which is addictive.

Question 8

How do I activate my IQOS ORIGINALS DUO device to enjoy benefits?

Accepted Answer

IQOS or lil device purchased from IQOS Authorised Centres, IQOS.com can be activated via: Our Retail Consultants at IQOS Authorised Centre. Please speak to them if you need assistance. Call IQOS Care Team at 1800-88-3858. If your device was purchased from our official IQOS stores on Lazada, Shopee, PG Mall or Foodpanda, or other authorized IQOS resellers e.g. convenience stores, petrol stations, Pods & Tobacco or other specialty stores, activate your device in these 2 simple steps: Scan the QR code displayed on your device box to access the microsite. Submit the required details and your device’s serial number in the microsite. In case of doubt, call IQOS Care Team at 1800-88-3858 (operating from Monday to Sunday at 07:00-22:00, including public holidays) or visit the nearest IQOS Authorised Centre for asisstance.

Question 9

Will IQOS 3 DUO be sold at the same time as IQOS ORIGINALS DUO?

Accepted Answer

IQOS ORIGINALS DUO is replacing IQOS 3 DUO. While we have changed the name and added 4 new vibrant colour options, it comes in the same form as its predecessor. It is also complemented by an enhanced range of accessories and customization options to fit your style.

Question 10

Is my IQOS ORIGINALS DUO device under warranty?

Accepted Answer

Your warranty period depends on which country you bought your IQOS in. For example in Malaysia, you will get a 1-year warranty from the day you bought your device. All you need to do is keep your receipt or take a picture of it as your proof of purchase. Click here for more information on warranty.

Question 11

What is IQOS ORIGINALS DUO?

Accepted Answer

IQOS ORIGINALS DUO is the new name for IQOS 3 DUO. Easy to use and customizable as it comes in the same form as its predecessor. It provides no smoke.&nbsp; New colour options and accessories are available.

Question 12

What are the features for IQOS ORIGINALS DUO?

Accepted Answer

IQOS ORIGINALS DUO is available in 4 vibrant colours: Scarlet, Silver, Turquoise, and Slate. The device uses our HEATCONTROL TECHNOLOGY and a unique ceramic blade to optimally heat tobacco from the inside. This blade with platinum and gold tracks, inserts into the tobacco stick with all wide surface touching it. This would optimally heat it and a consistent smoke-free experience. The Pocket Charger houses our most compact and lightweight Holder* yet. It provides up to 20 sessions to a maximum of 25 sessions including 2 back-to-back uses on one full charge. *Compared to other IQOS models. Hundreds of customizable options are available for you. This includes a range of accessories in more colour options for caps, doors and sleeves. What’s more, the Dual Cleaning Tool can help clean around the blade of your device more effectively.

Question 13

How does IQOS ORIGINALS DUO heats tobacco without burning it?

Accepted Answer

IQOS ORIGINALS DUO contains our patented HEATCONTROL TECHNOLOGY, using a unique ceramic blade to heat tobacco from the inside. This blade with platinum and gold tracks, inserts into the tobacco stick with all wide surfaces touching it. This will optimally heat it to a temperature below combustion, which will provides no fire, ash or smoke.

Question 14

Are there IQOS ORIGINALS accessories?

Accepted Answer

• Yes – you can customize your IQOS ORIGINALS DUO device and make it your own with hundreds of possible colour combinations. You can choose from a range of 12 coloured caps and doors, 6 silicone sleeves, which includes 3 new colours. Also, 3 fabric folios and sleeves for on-the-go convenience. • For more effective cleaning, why not consider the Dual Cleaning Tool to get into those hard-to-reach spaces around the base of your ceramic blade.

Question 15

Which tobacco sticks can I use with IQOS ORIGINALS DUO?

Accepted Answer

IQOS ORIGINALS DUO device is designed to work exclusively with Heatsticks. The device’s flat, wide ceramic blade optimally heats the tobacco which releases tobacco vapour.

Question 16

Where can I find the IQOS ORIGINALS DUO device number?

Accepted Answer

• The serial number of your device is a fourteen-character code, which is displayed on the side of your Holder.

Question 17

How can I check my IQOS ORIGINALS DUO is charged?

Accepted Answer

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

Question 18

What do the lights on my IQOS ORIGINALS DUO mean?

Accepted Answer

• The LED lights on your IQOS device has different meanings. White LED lights indicate your device is carrying out one of the various operations, whereas red LED lights signal that your device is warning for an error. • Lights on the Pocket Charger: o Pulsing white rounded lights: This indicates that your Holder is being charged. o Stationary white rounded lights with short press to the Pocket Charger button. This shows the charge status of your Holder. 2 stationary rounded lights: your Holder is ready for 2 back-to-back uses, 1 stationary rounded light: your Holder is ready for one use. o Blinking red rounded light: This shows a warning comes from your Holder.  Your heating blade might be broken. Check your heating blade and if it is broken, visit the nearest IQOS Authorised Centre for further inspection.  Your Holder might not be getting enough charge from your Pocket Charger. Always use official AC adaptor and power cable with a power outlet. Always clean the contacts between your Holder and Pocket Charger. Watch tutorials on how to charge and how to clean the contacts.  Your device might need a RESET. Take out your Holder and put it back inside of your Pocket Charger. Press the Pocket Charger button for 10 seconds. Watch the tutorial on how to reset your device. o Stationary white strip lights with short press to the Pocket Charger button: This shows the charge status of your Pocket Charger.  4 full white strip lights will indicate that the Pocket Charger is more than 75% charged.  3 full white strip lights: 50% - 75% charged.  2 full white strip lights: 25% - 50% charged.  1 full white strip light: Less than 25% charged. o 1 flashing white strip light with short press to the Pocket Charger button: Your Pocket Charger is discharged, please charge it with an official AC Adaptor and cable through a power outlet. o Rapidly blinking one white strip light: The device is not within the operating temperature range (0°C to 50°C) or the Holder needs to be fully recharged using the Pocket Charger. • Lights on the Holder: o Pulsing white lights: This indicates that your Holder is pre-heating the tobacco stick or informing you that your experience is going to finish shortly. o Stationary white lights with a short press to the Holder button: This shows the charge status of your Holder. 2 lights illuminating indicates your Holder is ready for 2 back-to-back uses; 1 light for 1 use and no lights means no charge, and you need to place your Holder inside your Pocket Charger. o Blinking red light:  Your heating blade might be broken. Please check your heating blade. If it is broken, visit the nearest IQOS Authorised Centre for further inspection.  Your Holder might not be getting enough charge from your Pocket Charger. Always use official AC adaptor and power cable with a power outlet and always clean the contacts between your Holder and Pocket Charger. Watch tutorials on how to charge and how to clean the contacts  Your device might need a RESET. Take out your Holder and put it back inside of your Pocket Charger. Press the Pocket Charger button for 10 seconds. Watch the tutorial on how to reset your device. o Rapidly blinking one white strip light: The device is not within the operating temperature range (0°C to 50°C) or the Holder needs to be fully recharged using the Pocket Charger.

Question 19

What does it mean when a red LED lights up or flashes on my IQOS ORIGINALS DUO device?

Accepted Answer

• Your heating blade might be broken. Check your heating blade and if it is broken, visit the nearest IQOS Authorised Centre for further inspection. • Your Holder might not be getting enough charge from your Pocket Charger. Always use official AC adaptor and power cable with a power outlet and always clean the contacts between your Holder and Pocket Charger. Watch tutorials on how to charge and how to clean the contacts. • Your device might need a RESET. Take out your Holder and put it back inside of your Pocket Charger. Press the Pocket Charger button for 10 seconds. Watch the tutorial on how to reset your device.

Question 20

How can I check whether my IQOS ORIGINALS DUO device is fully charged?

Accepted Answer

• It’s simple to check. • Press and release the Pocket Charger button. The Pocket Charger status lights (strip lights) will turn ON for 3 seconds to indicate battery status, where 4 LEDs illuminating mean it is more than 75% charged and 1 LED illuminating indicates that it is less than 25% charged and your Pocket Charger needs to be charged.

Question 21

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

Accepted Answer

• Press and release the Holder button to check battery charge status. 2 lights illuminating indicates your Holder is ready for 2 back-to-back uses; 1 light illuminating means for 1 use and no lights means no charge.

• You can also check Holder status on the Pocket Charger while it is inside. Press and release the Pocket Charger button. 2 rounded lights illuminated indicate 2 back-to-back uses remain; 1 rounded light indicates 1 use and, no lights mean your Holder has no charge. The Holder can be charged up to 20 sessions with a fully charged Pocket Charger.

• To check the charge level of the Pocket Charger, briefly press and release the Pocket Charger Button. The status light will turn ON for 3 seconds to indicate battery status where 4 illuminated LEDs illuminating indicate your Pocket Charger is more than 75% charged while 1 LED illuminating 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 22

How do I store my IQOS ORIGINALS DUO device?

Accepted Answer

• You should store your IQOS ORIGINALS DUO 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 device in a while, first ensure it is within its operating temperature range. Then, try to charge it fully before using it.

Question 23

How do I clean my IQOS ORIGINALS DUO device?

Accepted Answer

• Ensure to let your IQOS ORIGINALS DUO Holder fully cool down before you start cleaning (at least 30 seconds after the last use).

• Slide the Holder cap off and tap out any loose tobacco.

• Open the rotating head of the Cleaning Tool and insert without twisting. Gently rotate three times. Remove without twisting. Gently tap your Holder again for any remaining residue.

• Open the sweeping head of the Cleaning Tool and align the position to the Holder and the heating blade. Insert smoothly without twisting. Move sideways from left to right to remove the residue around the blade. Gently tap your Holder again for any remaining residue.

• Use Cleaning Sticks to clean inside the Holder without touching the heating blade. Also, clean the inside of the Holder cap from the bottom and the top.

• Refrain from applying too much pressure and touching the heating blade.

• Clean after each pack of the tobacco sticks to ensure optimal taste satisfaction.

• Watch the tutorial to learn how to clean your IQOS ORIGINALS DUO device.

Question 24

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

Accepted Answer

• If you have not used your IQOS ORIGINALS DUO device for a long period of time, 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 20 minutes, but don’t worry as this is a normal process.

Question 25

I am abroad and my IQOS ORIGINALS DUO 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: +800 2559 2559 or +41 21547 8888 (charges may apply in some locations). Available exclusively for registered IQOS users, our experts can help by troubleshooting and, if required, replacing your device while you’re abroad.

• Learn more about the International Assistance program before you travel.

Question 26

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

Accepted Answer

• Visit our troubleshooting page to find common problems and quickly resolve it!

Question 27

Why isn't my IQOS ORIGINALS DUO device charging?

Accepted Answer

• First, check to make sure there is no visible damage to your IQOS ORIGINALS DUO device. If there is, don’t try to charge it.

• Please ensure the Holder is inserted the right way up - otherwise it won’t charge.

• Charge the Pocket Charger with the original power adapter and cable, plugged into a power outlet.

• Always use the original power adaptor and cable and always keep the contacts clean between your Holder and Pocket Charger.

• While your Pocket Charger is being charged, strip lights will be pulsing. Remember, a deeply discharged Pocket Charger may take up to 20 minutes to start charging. Watch the tutorial to learn how to charge your device and how to clean the contacts.

• If your device is still not charging, you may try the options listed below

i. Find the common problems in our troubleshooting page to identify your issue and quickly resolve it!

ii. Visit the nearest IQOS Authorised Centre. Click here to find the nearest store.

Question 28

Why isn't my IQOS ORIGINALS DUO drawing properly?

Accepted Answer

• If your IQOS ORIGINALS DUO is not performing optimally, it may be time for a cleaning. Using the Dual Cleaning Tool, cleaning can be quick and easy.

• Find the details in our troubleshooting page to quickly resolve it!

• You can also bring your IQOS ORIGINALS DUO device into your nearest IQOS Authorised Centre for a free Complete service periodically. Click here to find the nearest store.

Question 29

How do I remove the tobacco stuck in my IQOS ORIGINALS DUO device?

Accepted Answer

• For best results of removing tobacco from your IQOS ORIGINALS DUO 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.

• 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.

• Find the details in our troubleshooting page on how to clean your device!

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