What should you do when the device blade is broken

Is the IQOS heating blade broken?

If you accidentally break the heating blade in your holder, your IQOS device will not be able to heat up and you will have to replace the holder. The holder can be purchased separately or replaced by our IQOS Care Team if the device is still under warranty.

Visit our IQOS online shop or your nearest IQOS store to find out which parts are available and to take a look at the variety of customizable accessories available for your device.

• Make sure to use your IQOS correctly: The HEETS stick needs to be inserted gently with the tobacco side facing downwards. More importantly, the HEETS stick must be inserted before pressing the holder button, which you do for two seconds. If the tobacco is inserted after the holder button is pressed, the IQOS heating blade may break. To watch the “How to use” IQOS video, click here.
• Make sure to clean your device and IQOS heating blade correctly: make sure to cool down the holder before cleaning. It is important to use the IQOS cleaning kit rather than using other materials, as this may damage the device and break the IQOS heating blade. After your IQOS holder has cooled down, put the IQOS cleaning tool and rotate carefully to clean. As a final step, use an IQOS cleaning stick and gently clean around the heating blade. To watch the “How to clean” IQOS video, click here.
• Make sure to insert your HEETS correctly: Insert the HEETS stick with the filter facing towards you. Press the HEETS stick down to the filter line. NB, do not twist the HEETS stick as this will for sure damage your blade.
• Make sure you remove the HEETS stick correctly: Slide the cap upwards and remove the HEETS stick. Push the cap downwards ensuring the stick button elements are aligned.

To find out more about how to use IQOS, check out our FAQ section or contact us through our Support page.