FAQ

The IQOS Holder and Pocket Charger are designed to be safe electronic devices, when you follow the instructions in the User Guide.  
They both comply with the EU consumer electronic safety requirements, shown by the “CE" (European Conformity) symbols on the packaging. You’ll find more details in the User Guide.

If your IQOS device isn’t working, you can reset it. 

Still no luck? We’re here to help - get in touch with our Customer Support from Monday to Friday 9:00 AM till 8:00 PM, Saturday 9:00 AM till 6:00 PM; by email contact.lb@iqos.com; Facebook @iqos.lb, live chat or ask for help at your nearest IQOS store.

Keep your IQOS device away from water, direct sunlight and heat.
We suggest you don’t leave your IQOS device for extended periods of time in a hot place, such as inside a car, as this could damage the battery or electronics inside.

It’s easy to clean your IQOS Holder and cap:
To clean your IQOS Holder:
• Prepare 
1. Switch off your IQOS Holder.
2. Wait for at least 30 seconds for the blade to cool down.
3. Remove the cap.
4. Slide open your IQOS Cleaning Tool and check that it’s free from particles and not damaged. 
• Insert
• Gently insert the IQOS Cleaning Tool without twisting, until it touches the bottom of the heating chamber.
• Clean 
1. Gently twist the IQOS Cleaning Tool two or three times.
2. Stop twisting and remove the Cleaning Tool straight from the Holder.
3. Gently tap the Holder and the Cleaning Tool to remove any tobacco residue.
• Finish 

1. Insert the IQOS Cleaning Stick into the chamber.
2. Please don’t push or hit the Stick against the blade.
3. Please don’t try to clean the blade. 
4. If the IQOS Cleaning Stick is blocked, don’t force it. Use the Cleaning Tool to help unblock it.

To clean your IQOS cap: 
1. Use the IQOS Cleaning Sticks to clean the inside of the cap from the top.
2. To clean the bottom of the cap:
a. Insert the IQOS Cleaning Tool until it touches the bottom.
b. Gently twist the IQOS Cleaning Tool two or three times. 
c. Then stop twisting, and gently tap both the cap and the IQOS Cleaning Tool to remove any tobacco residue.

Gently tap the IQOS Cleaning Tool on a surface and use a cloth to get rid of the residue.
Please don’t clean it with water as the humidity could damage the electronics in your IQOS device next time you clean it.

To get the best IQOS experience, we recommend cleaning your IQOS device with IQOS Cleaning Tools once a day – but of course, you can clean it more often if you like.

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.

IQOS ORIGINALS DUO is the new name for IQOS 3 DUO.

Easy to use and customizable, IQOS ORIGINALS DUO comes in the same form as its predecessor with new color options and a wide range of accessories.

IQOS ORIGINALS DUO are available in four vibrant colours: Scarlet, Silver, Turquoise and Slate.

it 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 HEETS tobacco stick so all its wide surface touches the tobacco optimally heating it and providing cigarette like satisfaction.

IQOS ORIGINALS DUO is the new name of our IQOS 3 DUO device.

The Pocket Charger houses our most compact lightweight Holder yet which can give up to 20 experiences including 2 consecutive uses on one full charge.

And you have hundreds of customization options for IQOS ORIGINALS DUO with a range of accessories including more color options for caps, doors and sleeves

What is more, the dual cleaning tool can help clean around the blade of your IQOS ORIGINALS DUO device even more effectively.

IQOS ORIGINALS DUO devices contain our patented HEATCONTROL TECHNOLOGY, using our unique ceramic blade to heat the tobacco from the INSIDE.

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.

Yes, you can customize your experience with IQOS ORIGINALS DUO by adjusting your preferences and settings in the IQOS app.

You can also customize your device by choosing from our range of accessories crafted especially for each device- ORIGINALS DUO

Yes – you can customize your IQOS ORIGINALS DUO and make it your own by choosing from hundreds of possible color combinations through a wide range of colored caps and doors. You can also choose from a wide range of silicone sleeves and folios.

IQOS ORIGINALS DUO devices are designed to work exclusively with HEETS tobacco sticks. The devices’ flat, wide ceramic blade optimally heats the tobacco releasing tobacco vapor to give you satisfaction.

You can explore the HEETS range of tobacco sticks and choose those that best suit your personal taste.

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

For IQOS ORIGINALS DUO: the serial number of your device is a code that exists of fourteen characters. This code is displayed on the side of your Holder.

We recommend fully charging your new IQOS ORIGINALS DUO device with the Power Adaptor before using it (up to 120 mins for IQOS ORIGINALS DUO). Once fully charged, press and hold the power button for 4 seconds. Then insert your HEETS stick, pre-heat (20 seconds) and once your device vibrates; you’re good to go.

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. 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.

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.

For IQOS ORIGINALS DUO, a red light blinking on the Holder indicates the Holder is discharged, there is a malfunction or a broken blade. If the bottom Pocket Charger light blinks red, you should perform a reset.

It’s easy to check

FOR IQOS ORIGINALS DUO:
Press and release the Pocket Charger Button. The Pocket Charger Status light will turn ON for 3 seconds to indicate battery status where 4 LEDs illuminating mean it is more than 75% charged and 1 LED indicates the need to charge.

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.

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

For IQOS ORIGINALS DUO, USB cables from IQOS 2.4 /2.4+ are not compatible because they are USB A – micro-USB cables.

You won’t need to because all IQOS ORIGINALS devices come 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 your IQOS ORIGINALS device.

For ORIGINALS DUO make sure you use the USB – C to USB - C Cable that comes with your device, but USB cables from IQOS 2.4 /2.4P are not compatible because they are USB A – micro-USB cables.

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.

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.

If you need support while you’re away from home, our International Assistance program can help via this toll-free number: 0800 255 925 59 (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

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.

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.

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 through:

• Live chat on IQOS.com
• Email us on: Contact.lb@iqos.com
• On our Facebook page

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.

You can start by gently removing residue from around the blade in the heating chamber as well as from inside the cap.

We recommend cleaning your IQOS ORIGINALS device after finishing each pack of HEETS.

You can also bring your IQOS ORIGINALS DUO into your nearest IQOS service point for a free Complete Service periodically.

Learn more on IQOS.com Or find your nearest store

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 to get the full picture on how to do it.

IN-DEPTH TEXT EXPLANATION FOR CLEANING IQOS ORIGINALS DEVICE
Before you get started, make sure your device has cooled down since you last used it and your cleaning tool is in good condition.

For IQOS ORIGINALS DUO, remove the cap on the holder, hold it upside down and gently tap to release any loose tobacco residue.
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).
If you’re cleaning the blade, switch ends on the cleaning tool, align it carefully with the heating chamber and insert.

Make 3 elliptical movements to gently clean the blade. Tap out any loose residue.

Optionally, you can use cleaning sticks to finish, cleaning around the bottom of the chamber without touching the blade

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.

Just make sure you only use IQOS cleaning products when you are cleaning your IQOS ORIGINALS device.

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.

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.

See IQOS.com for more information including a short video demonstrating the recommended cleaning technique.

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.

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.

Our cleaning sticks can be an additional help cleaning either device.

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.

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.

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 maximize the surface area heating the tobacco.

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 flavors) while lil™ SOLID 2.0 is designed to be used only with Fiit tobacco sticks (basic range of 7 flavors).

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.

IQOS ORIGINALS DUO is replacing IQOS 3 DUO.

While we have changed the name and added four new vibrant colour options IQOS ORIGINALS DUO comes in the same form as its predecessor, offering the same real tobacco taste and cigarette- like satisfaction, complemented by an enhanced range of accessories and customization options.

You can connect IQOS ORIGINALS DUO with the IQOS app by pairing it via Bluetooth or USB cable.

On your IQOS ORIGINALS DUO press the Pocket Charger button for five seconds to turn off your device, then turn it back on by pressing again for five seconds, and releasing. Next, press the button twice in one second followed by one long button press (five seconds), finally releasing the button to enable Bluetooth or vice versa (to disable Bluetooth).

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?).

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.

If the device has already been paired just select “PAIR”.

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.

Updating firmware on your IQOS ORIGINALS devices is simple and just differs slightly depending on which device you are updating

If you’re performing a firmware upgrade for IQOS ORIGINALS DUO, first enter the IQOS app. Next, select “Device”, moving to “About my device” and then to “Firmware upgrade”

Then if you are using Android or Desktop application, click on “Devices” tab, first check if a new firmware is version available. Click on “Upgrade firmware” and follow the instructions that appear.

If you are upgrading the firmware in your web browser: first check in the device settings page if the firmware upgrade is available. Click on “Upgrade firmware” and follow the instructions that appear

Or find your nearest store

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 web app.

• Register as a new user: In order to link you device you need to register as a new IQOS user on Iqos.com.
• Log in to your account: Once logged in, click on the user icon in the top navigation bar to enter your account. Click on the arrow next to MY ACCOUNT, go to MY IQOS DEVICES and click on ADD DEVICE.
• Connect your IQOS device: You can either type in the device ID or scan it with your phone’s camera.

The duration of the voluntary warranty, relevant to country of purchase is one year from the date of purchase.

What is covered: IQOS 3, IQOS 3 MULTI™ and IQOS ORIGINALS DUO devices which are defective in terms of material or workmanship when used in accordance with their user guide and which are subject to a valid warranty claim.

The steps for checking battery level on your IQOS ORIGINALS device are easy to follow. They just differ slightly for each device:
For IQOS ORIGINALS DUO, press and release the Pocket Charger Button. This turns on the status light button for 3 seconds. If 4 LEDs illuminate this indicates your device is more than 75% charged while 1 LED illuminated means your need to charge your device.

There are a few steps for pairing your IQOS ORIGINALS DUO:

If your IQOS ORIGINALS DUO device is already registered, then start pairing by navigating to the to “Devices” tab and selecting the “Pair this device” option. Once you allow the app to access your location* and enable Bluetooth you can complete the pairing. If your IQOS ORIGINALS DUO is not yet registered, select “Add New” under the “Devices” tab. Once you allow the app to access your location, select the device model from the list, enable Bluetooth and complete pairing.

*Market note: Permission to use the location is required to establish a connection to Bluetooth® devices for Android smartphones

lil™ SOLID 2.0 is the next generation lil™ SOLID all-in-one tobacco heating device introduced by IQOS™, to enjoy a real tobacco taste without smoke and ash.
lil™ SOLID 2.0 is designed to be used only with Fiit tobacco sticks. 
lil™ SOLID 2.0 is a smoke-free alternative to cigarettes for those adults who would otherwise continue to smoke or use other nicotine products. 

If you have a new lil SOLID 2.0 device and will be using it for the first time, first wake it up from sleep mode by pressing the button for 2 seconds or connecting the charger to the charging port. A full charge will take approximately 2 hours.
Slide open the Cover of the stick insertion part at the top of the device Insert a Fiit™ tobacco stick with the tobacco part facing down. Press the button for 2 seconds until vibration occurs. State LED blinks in ice blue and the device vibrates simultaniuosly. Pre heating takes about 25 seconds depending on the use environment. When the preheating process ends, the State LED lights come on and vibrations occur simultaniously to indicate that the tobacco stick is ready for use. Your device is ready to use!

The experience lasts for 14 puffs or up to 5 mins, whichever comes first. 30 seconds prior to the end of the session or when the last 3 puffs are left the device will vibrate once and the State LED will blink in ice blue until the end of the session. When the session comes to an end, the State LED and the device turn off automatically. You do not need to press the button. To extract the tobacco stick, twist the tobacco stick more than 3 times in one direction. You may use the device up to 3 consecutive times without waiting time between 3 sticks.

To check the charge level of the lil™ SOLID 2.0 device press the Button or plug the device in a power outlet using the supplied USB Cable and AC Power Adaptor The charging status of the device is displayed as follows: Blue (100 ~ 60% charged), Ice blue (60 ~ 30% charged), Orange (30 ~ 1% charged), Red – (needs to be charged)

To reset your lil SOLID 2.0 device, you need to do a few simple steps:

• Press the Button for 8 seconds (even if vibration occurs within 2 seconds)
• The State LED will blink twice in red, orange, ice blue and blue, sequentially.
• When the device is reset, the State LED lights in ice blue for 1 second, and vibration occurs twice, simultaneously.

Always turn OFF the device before cleaning. Let it cool down after the last use.

• To use the Cleaning Wiper, gently snap open the side with the ⊙ mark.
• To use the Cleaning Brush, gently snap open the side with the mark.
• Remove the cap from the device
• Insert the Cleaning Wiper into the device and clean the device by spinning the cleaning wiper. Repeat this step with the cleaning brush.

How can I troubleshoot my lil SOLID 2.0? You can do a self-diagnostic online. More details on support page. Did not help? Contact Support for help: We are here for you Monday till Friday from 9:00 am till 8:00 pm, and Saturday 9:00 am till 6:00 pm, please contact us through the following channels: LiveChat - iqos.com
Contact us - iqos.com
Email - contact.lb@iqos.com
Facebook - iqos.lb
or at the nearest IQOS store

The lingering smell most probably comes from the non-regular or non-thorough cleaning. We recommend cleaning the device on a regular basis after using 1 pack of sticks If you continue to use the device without removing the debris or remnants, the device can heat up the remnants, which can produce the lingering smell

There are two variants available

• Fiit REGULAR
• REGULAR SKY

Fiit™ tobacco stick contains real tobacco processed into tobacco sheets Tobacco part:

• The tobacco mix is made of various types of tobacco grounded into powder and mixed with water, glycerine, guar gum, and cellulose fibers
• This mix is dried out to form a tobacco sheet to be used with lil™ SOLID 2.0 heating technology

• Designed to hold the tobacco plug in place and transfer the aerosol to the cooling plug
• Made of cellulose acetate which is a synthetic fiber based on cotton or tree pulp cellulose.

• Designed to cool down the aerosol
• Made of corn-based material also used in the medical, food and beverage industry.

• Designed as a mouth piece. Made of cellulose acetate.

• Our new protective paper wrap holds the tobacco stick together and contributes to a clean look of the stick after use.

lil™ SOLID and IQOS™ are both smoke-free products, however, these devices have different offerings. It is only your own preferences, goals and budget that define your choice.

lil™ SOLID device is a smoke-free product that:
• has limited selection of device colors and tobacco flavors
• You can customize your lil SOLID 2.0 with styler deco accessories
• However, all in one simple and practical device that offers real tobacco taste with no fire, smoke or ash.
• It suits best customers who value simplicity and practicality

IQOS™ device is a smoke-free product that has different offerings:
• wider range of flavors – expertly crafted by our flavor masters to provide real tobacco taste
• Portfolio of devices, colors & stylish accessories
• more than 500 customization options for your device

No. Cigarettes cannot be used with lil™ SOLID device because of different manufacturing design. Fiit™ tobacco sticks have been specifically designed for use with lil™ SOLID device

If you experience that you only get a little bit of aerosol compared to your previous experiences, please ensure you check the following:

• You are using the Fiit™ tobacco stick and not any other brands or products
• You have correctly inserted the Fiit™ tobacco stick in the lil™ SOLID device without breaking or turning the tobacco stick
• You allow the device to pre-heat for about 25 seconds prior to puffing
• You clean your lil™ SOLID regularly (every 20 sticks)
• You pause between puffs to allow the pin to properly heat the tobacco and generate aerosol

We sell lil SOLID charging accessories — AC Power Adaptor, USB cable, dual cleaner & styler deco If you are looking for a device that enables customization, we advise you to consider IQOS – with more than 500 customization options for your device.

Both, cigarettes and Fiit™ tobacco sticks contain nicotine, which is addictive. However, this is the only common point.

In cigarettes, the tobacco is burnt, whereas with Fiits its heated when used with the lil™ SOLID 2.0. Because lil™ SOLID heats the tobacco rather than burning it, using Fiit™ you will enjoy: less smell than cigarettes* and a tobacco experience without ash or smoke . *Source: Study conducted in Russia with 326 legal age smokers and heated tobacco users, September 2020.

• Both systems are tobacco heating systems and heat tobacco from inside. However, they use different heating technologies:
• lil™ SOLID 2.0 uses induction heating with a pin.
• IQOS 3 DUO™ and earlier IQOS generations use resistive heating with a blade - Heat Control technology.
• With both technologies you can enjoy the taste of the real tobacco without fire, smoke and ash.
• Whether you choose lil™ SOLID 2.0 or IQOS™, they are both smoke-free products and a better choice than continued smoking. They both are not risk free and provide nicotine which is addictive.

• Technically it is possible, because the dimensions of Fiit sticks and HEETS sticks are the same. However, they are different tobacco heating systems. IQOS is specifically designed to be used with HEETS while lil SOLID 2.0 is designed to be used with Fiit and therefore for best performance we recommend that they are used this way.
• They are different tobacco heating systems, for best performance we recommend that they are used as designed and as explained in their respective user guides and safety warnings & instructions - IQOS with HEETS and lil SOLID 2.0 with Fiit sticks.
• However, what we do know is that using HEETS with lil SOLID 2.0 or Fiit with IQOS, even if not recommended by the manufacturers, is a better choice than continuing to smoke cigarettes. If you mix the systems we cannot guarantee the product performance. Both, IQOS and lil SOLID, are not risk-free and both provide nicotine which is addictive.

• The duration of the voluntary warranty on lil SOLID 2.0 device, AC Power Adaptor and USB Cable is 12 months from the date of purchase.
• In the absence of the proof of purchase, the company reserves the right to voluntarily apply the warranty duration starting from the manufacturing date of the product based on its own records.
• We recommend you to have a proof of purchase when making a warranty claim
• What is covered: Replace any lil™ SOLID 2.0 devices/ components that are defective in terms of material or workmanship when used in accordance with the lil SOLID 2.0 user guide and which are subject to a valid warranty claim
• Replacement will be provided with a product of equivalent functionality. The replacement color and/or model are subject to such color and/or model availability. In case of replacement of the product under this warranty, any replacement part becomes your property and the replaced part becomes the property of the company or entity which makes the exchange.
• The provisions of this warranty are only valid in the country of purchase.
• Products with expired warranty or damaged by consumer negligence are excluded from the warranty service. The following are excluded from the terms of this warranty:
• malfunction damage caused by normal wear and tear elements;
• cosmetic damages (such as scratches, dents, broken plastic etc.) that do not impact the functionality of the product;
• damage caused by misuse, abuse, accidents, unsuitable operating environment, natural disasters, power surge, contact with liquids or fire;
• malfunction due to use with non-compatible consumables, power adaptor or cable;
• damage or malfunction caused by attempt to open, modify and repair, either by a user or by a service provider not accredited by the manufacturer;
• damage or malfunction caused by failure to use as described in the associated lil™ SOLID 2.0 User Guide;
• normal battery performance depreciation, unless battery failure has occurred due to a defect in materials or workmanship;
• devices containing fully or partially non genuine parts;
• loss or theft of the product or its parts;
• operation of the product in a country for which it was not originally designed or approved.

• No, we do not repair lil™ SOLID 2.0 devices
• We only replace products during the Warranty Period, subject to the terms and conditions of the Warranty and provided the issue is not caused by customer negligence (loss of product, damages caused by dropping/breaking or attempt to modify/disassemble the product, or by contact with liquid, etc.)

The new IQOS 3 DUO has our fastest and most powerful Holder yet.
We’ve designed it around your needs to help you enjoy your IQOS moments your way. You can now enjoy two consecutive uses without needing to recharge. And when you do need to recharge, its faster charge time means you can spend more time enjoying your experience. (As long as it’s fully charged, it’s at least 2 minutes and 20 seconds faster than the IQOS 2.4 PLUS, and at least 1 minute 40 seconds faster than the IQOS 3*.)
It also has the IQOS ProtectPlus System built in, for better protection and reliability, as well as a NFC chip which makes registering your device and accessing your IQOS account easier than ever.
*provided IQOS 3 DUO Holder is fully charged the first time or when fully depleted; and applicable for charging IQOS 3 DUO Holder from 0 to 1 use. It may depend on conditions of use, on battery lifecycle, weather conditions and device usage

Simply press your IQOS Pocket Charger button for one second. The LED lights will show the charge level – one light means your device has low battery and you need to charge it, four lights mean the device is more than 75% charged and ready to use.

It takes approximately 120 minutes (two hours) to fully charge your IQOS 3 DUO Pocket Charger from an electrical outlet, using the IQOS AC Power Adaptor and USB cable.

Your IQOS 3 DUO device doesn’t need to be fully charged to work but for the best experience, we recommend you fully charge the device before you use it for the first time. 
If your IQOS 3 DUO device is fully charged, you can use it up to 20 times before you need to recharge.

No, the new IQOS 3 DUO Pocket Charger is not compatible with previous IQOS versions.
If you insert the IQOS 2.4 PLUS Holder into the IQOS 3 Pocket Charger, the Holder won’t fit because they’re different sizes.
If you accidentally insert the IQOS 3 Holder into the IQOS 2.4 PLUS Pocket Charger, the Pocket Charger lights will start blinking, but the Holder won’t charge.
Make sure you always charge your IQOS 3 Holder with the IQOS 3 Pocket Charger.

Can I use IQOS AC power adaptor and USB cable from the previous device version to charge the IQOS 3 DUO device?

There are two ways to check how many uses you have left: 
On the IQOS Holder
Press and release the button on your IQOS  Holder:
• Two lights mean it’s ready for two uses
• One light means it’s ready for one use
• No light means the Holder isn’t charged.

On the IQOS Pocket Charger
Press and release the Pocket Charger button:
• Two lights mean it’s ready for two uses
• One light means it’s ready for one use
* If you use the IQOS 3 DUO Holder in the IQOS 3 Pocket Charger, you might need to upgrade your IQOS 3 Pocket Charger firmware so it can tell you when the Holder is ready to be used once.

The IQOS 3 DUO lets you enjoy two consecutive uses before needing to recharge.
Once you’ve finished your first use, there’ll be one light  to show you have one more use left. If you’d like the second use right away, your IQOS Holder is instantly ready for you.

If you don’t need the second use right away, simply put your IQOS Holder back in the Pocket Charger for a quick recharge to give you two uses again. 

• One vibration means it’s starting to heat up (after you’ve pressed the Holder button to start).
• Two vibrations mean it’s ready to use.
• Two more vibrations mean your experience is nearly over (it’ll vibrate 30 seconds before the end).

Your IQOS 3 DUO device is designed to work in a wide range of temperatures, but HEETS tobacco sticks taste best when you use the device between 0℃ and 50℃. 

NFC stands for near-field communication (NFC). It allows two electronic devices - like your IQOS device and your phone - to communicate when you bring them within 4cm of each other.
Your IQOS device has NFC built in to make it even easier to access your account with quick and easy device registration, and straightforward instructions to help you learn how to use  your IQOS device. With just one tap you can find your nearest IQOS store, contact our Customer Support, access the IQOS online store and enjoy other conveniences .

If your phone has an NFC chip, switch on the NFC functionality in your phone’s settings menu.
The two devices will connect automatically when you bring them close to each other (less than 4cm apart) and IQOS.com will open. 

You can register your device using NFC or a QR code:

1. Using NFC:
• Tap your smartphone on the device’s door to open the IQOS registration page on your phone
• Fill in your details and click to register. That’s it! 

2. Using a QR code: 
• Scan the QR code that’s in the device instruction manual using the camera on your smartphone to open the IQOS registration page 
• Take a picture of the label on the packaging to capture your device’s serial number
• Fill in your details and click to register. And you’re done! 

If you already have an IQOS 3 device and would like to use your IQOS 3 DUO Holder with the IQOS 3 Pocket Charger, you might need to upgrade your firmware.
Check whether your current IQOS 3 device needs an upgrade by fully charging your Holder and inserting it into the Pocket Charger, then pressing the button. If the Holder status light blinks once, you’ll need to upgrade your firmware – you can do this for free in an IQOS Store. If the light blinks twice, you’re good to go. 
Once you’ve upgraded the firmware, you’ll be able to charge and use your IQOS 3 DUO Holder with your IQOS 3 Pocket Charger.

Simply press your IQOS Pocket Charge button for one second. The LED lights will show the charge level – one light means your IQOS device has low battery and you need to charge it, four lights mean your device is more than 75% charged and ready to use.

It takes approximately 120 minutes (two hours) to fully charge your IQOS 3 Pocket Charger from an electrical outlet, using IQOS AC Power Adaptor and USB cable.

Your IQOS 3 device doesn’t need to be fully charged to work but for the best experience, we recommend you fully charge it before you use it for the first time. 
Once your IQOS 3 Pocket Charger is fully charged, you can use your IQOS Holder up to 20 times.

No, the new IQOS 3 Pocket Charger isn’t compatible with previous versions. 
If you insert the IQOS 2.4 PLUS Holder into the IQOS 3 Pocket Charger, the Holder won’t fit because they’re different sizes.
If you accidentally insert the IQOS 3 Holder into the IQOS 2.4 PLUS Pocket Charger, the Pocket Charger lights will start blinking, but the Holder won’t charge.
Make sure you always charge your IQOS 3 Holder with the IQOS 3 Pocket Charger.

Can I charge different IQOS versions with the same AC Power Adaptor?
You can use the IQOS AC Power Adaptor from previous devices to charge your IQOS 3 device. But the IQOS 3 USB cable has a USB-C port which is different from previous versions, so please make sure you use the right cable. 

Press and hold your IQOS Pocket Charger button for 10 seconds and then release it. The battery status light will fade in, blink twice, and then turn ON to confirm the reset.

One vibration means your IQOS is starting to heat up (after you’ve pressed the Holder button to start).
Two vibrations mean it’s ready to use.
Two more vibrations mean your experience is almost over (it’ll vibrate 30 seconds before the end)  

The white lights mean your IQOS device is charging, rebooting, ready to use or fully charged.
If you see a steady or blinking red light, there may be an issue with your IQOS device. Simply reset it and try using it again. If you still see the red light , get in touch with our Customer Support  from Monday to Friday 8:00 AM till 6:00 PM, Saturday 8:00 AM till 4:00 PM or ask for help at your nearest IQOS store.

The white lights mean your IQOS device is charging, rebooting, ready to use or fully charged.
If your IQOS light blinks twice, the device is either too cold (below 0°C) or too hot (above 50°C). Simply wait for your IQOS device to warm up or cool down before you use it again.

If you see a red light:

• on the bottom of your IQOS Pocket Charger light indicator, simply reset your device.
• blinking on your Holder, please reset your IQOS device.
Still no luck? We’re here to help - get in touch with our Customer Support  from Monday to Friday 8:00 AM till 6:00 PM, Saturday 8:00 AM till 4:00 PM or ask for help at your nearest IQOS store.

Your IQOS 3 device is designed to work in a wide range of temperatures, but HEETS tobacco sticks taste best when you use the device between 0℃ and 50℃. 

Your IQOS 3 device has the innovative IQOS ProtectPlusTM system as a standard. This means you  get:  
• A robust outer shell that improves your IQOS device’s shock resistance 
• A new side door opening that’s been tested to guarantee a great performance every time
• New technology for longer battery life, and
• An improved electronic elements chamber for even more reliability. 

Simply press your IQOS Pocket Charger button for one second. The LED lights will show the charge level – one light means your IQOS device has low battery and you need to charge it, four lights mean the device is more than 75% charged and ready to use.

It takes approximately 75 minutes to fully charge your IQOS 3 MULTI from an electrical outlet, using the IQOS AC Power Adaptor and USB cable.

Your IQOS 3 MULTI doesn’t need to be fully charged to work but for the best experience, we recommend you fully charge the device before you use it for the first time. 
If your IQOS 3 MULTI device is fully charged, you can use it up to 10 times before you need to recharge it.

Press and hold the button on your IQOS 3 MULTI for 10 seconds and then release it. The lights will fade in and out to confirm the reset. 

• One vibration means your IQOS 3 MULTI is  starting to heat up (after you’ve pressed the Holder button to start).
• Two vibrations mean it’s ready to use.
• Two more vibrations mean your experience is almost over (it’ll vibrate 30 seconds before the end)  

A white light means your IQOS 3 MULTI is charging, rebooting, ready to use or fully charged.
If the light blinks twice, your device is either too cold (below 0°C) or too hot (above 50°C). Wait for your IQOS 3 MULTI to warm up or cool down before you use it.
If you see a blinking red light, there might be an issue with your IQOS 3 MULTI. Simply reset it and try using it again. If the red light still shows, get in touch with our Customer Support  from Monday to Friday 8:00 AM till 6:00 PM, Saturday 8:00 AM till 4:00 PM or ask for help at your nearest IQOS store.

Your IQOS 3 MULTI device is designed to work in a wide range of temperatures, but HEETS tobacco sticks taste best when you use the device between 0℃ and 50℃. 

Simply press the ON/OFF button for one second. The LED lights will show the charge level – one light means the device has low battery, four lights mean your IQOS device is fully charged and ready to use.

It takes approximately 120 minutes (2 hours) to fully charge your IQOS 2.4 PLUS Pocket Charger from an electrical outlet, using the IQOS AC Power Adaptor and USB cable.

Your IQOS 2.4 PLUS device doesn’t need to be fully charged to work, but we recommend you fully charge it before you use it for the first time, to give you the best experience.
Once it’s fully charged, you can use your IQOS 2.4 PLUS device up to 20 times before you need to recharge it. 

You can reset your IQOS 2.4 PLUS device by simultaneously pressing and then releasing the Bluetooth and Power buttons until all lights briefly blink.

Your IQOS 2.4 PLUS vibrates for two reasons:
• When it’s starting to heat up (after you’ve pressed the Holder button to start) 
• When your experience is almost  over (30 seconds before the end)  

If you see a steady or blinking red light, it could mean that:
• Your Holder is not charged
• Your IQOS device is too cold or too hot) 
• you pressed the Holder button while you were using it, or
• there’s a problem with the Holder.
There are a few things you can try to fix the issue:
a. Check that your IQOS 2.4 PLUS Pocket Charger is switched ON and has enough power.
b. Place the IQOS 2.4 PLUS Holder in the Pocket Charger and wait until it’s fully charged (up to 4 minutes).
c. Make sure your IQOS 2.4 PLUS Holder’s electric contact is clean.
d. Reset your device.
Still no luck? We’re here to help - get in touch with our Customer Support  from Monday to Friday 8:00 AM till 6:00 PM, Saturday 8:00 AM till 4:00 PM or ask for help at your nearest IQOS store.

a. If the light on your IQOS 2.4 PLUS Pocket Charger is red, it means there’s a problem with your Holder. If it slowly pulses while charging, it means that the Holder battery is reaching the end of its life cycle and you’ll need to replace it. 
b. If the bottom light on the IQOS 2.4 PLUS Pocket Charger is red, it means there’s a problem with your Pocket Charger or your IQOS device is too cold or too hot. 

To fix the problem, reset your IQOS device and make sure your device is between 10ºC and 40ºC. 

Still no luck? We’re here to help - get in touch with our Customer Support on 1245 Monday - Friday 08:00 - 20:00; contact.lb@iqos.com; Fb @iqos.lb or ask for help at your nearest IQOS store.

Your IQOS 2.4 PLUS device is designed to work in a wide range of temperatures, but HEETS tobacco sticks taste best when you use your IQOS device between 10℃ and 40℃. 

HEETS tobacco sticks are designed to last for the same amount of time and puffs as cigarettes. You can enjoy up to 14 puffs or about 6 minutes, whichever comes first.

The HEETS tobacco sticks are designed specifically for IQOS devices. We’ve engineered the perfect length, diameter and design to fit into the IQOS Holder and deliver tobacco satisfaction every time.

HEETS tobacco sticks taste different to cigarettes because the tobacco is heated rather than burned. By heating the tobacco, the true taste is released.
HEETS tobacco sticks are made from blended tobacco, specially chosen to give you the tobacco taste and satisfaction you’ve come to enjoy, with less risk. 

Yes, HEETS tobacco sticks contain nicotine, which is addictive.
Nicotine is naturally present in the tobacco used in HEETS. It’s released in the tobacco vapour that’s generated when you use an IQOS device.

Ultra-compact and precisely designed, HEETS consistently deliver tobacco taste, satisfaction and pleasure when heated with your IQOS device.
The tobacco part contains carefully selected, finely ground and specially prepared tobacco that delivers the true taste of real tobacco when heated.
The non-tobacco part is made up of:
                                                                                                                                                                                                                        
• A cooling plug made of corn-based material that’s also used in the medical, food and drinks industries 
• An air flow chamber that’s designed to hold the tobacco plug in place and transfer the aerosol to the cooling plug 
• A protective aluminium wrap which helps to deliver a consistent taste experience, and
• A cellulouse acetate filter that’s similar to the mouthpiece filter of a cigarette.

If the tobacco plug is stuck in your cap, you can remove it by gently tapping the cap on a hard surface to extract the tobacco plug, or by using a cleaning pin. 

If you use the cleaning pin, push the rod outward from the bottom part of the cap.

To stop tobacco getting stuck in your device, make sure you always lift up the cap before you take out the user HEETS tobacco stick.  

We are here for you Monday till Friday from 9:00 am till 8:00 pm, and Saturday 9:00 am till 6:00 pm, please contact us through the following channels:

LiveChat - iqos.com
Contact us - iqos.com
Email - contact.lb@iqos.com
Facebook - iqos.lb

We know trying something new can be a challenge, but we’re here to make switching to  IQOS easy and enjoyable. When you choose IQOS, you’ll get your own personal coach – they’ll be by your side to get you started with your IQOS device and answer your questions via email, instant messaging or video – whatever you prefer. It’s completely free.  
From deciding which type of HEETS tobacco sticks suits your taste preferences best to explaining how to clean your IQOS device, to sharing tips whenever you need them, our highly trained IQOS Coaches accompany and motivate you at every step of your journey. 

Get in touch with our Customer Support or ask in your nearest IQOS store

To join, you must be a legal-age smoker who would like to continue enjoying tobacco products and switch from cigarettes to IQOS. That’s it!

IQOS 3 DUO and IQOS 3 MULTI™  devices which are defective are covered by voluntary warranty 

The length of the voluntary warranty period depends on the country in which you purchased your IQOS device.
In Lebanon, your warranty is valid 1 year from the date of purchase. 

Even products of the highest quality can sometimes stop working, and we know how annoying it is when you can’t use your IQOS.
Do you want to make a claim? It’s easy and quick, just contact our Customer Care service on Facebook (IQOS Lebanon) or Livechat on IQOS.com, available from Monday to Friday 9:00 AM till 8:00 PM, Saturday 9:00 AM till 6:00 PM and we will help troubleshooting any problems with your device.

If you didn’t buy your device from Lebanon, please have your proof of purchase ready. In the absence of the proof of purchase, the company reserves the right to voluntarily apply the warranty duration starting from the manufacturing date of the IQOS device components in question based on its own records.

We are here for you from Monday to Friday 9:00 AM till 8:00 PM, Saturday 9:00 AM till 6:00 PM, please contact us through the following channels:

LiveChat - iqos.com
Contact us - iqos.com
Email - contact.lb@iqos.com
Facebook - iqos.lb

While switching completely to IQOS presents less risk to your health, IQOS is not risk-free and delivers nicotine, which is addictive. The best option is to quit tobacco and nicotine use altogether. However, switching completely to IQOS is a better choice than continuing to smoke.

Nicotine is addictive. However, it is not the main cause of smoking related diseases. IQOS delivers nicotine in a comparable way to cigarettes. Our clinical studies show that the amount and rate of nicotine absorbed when using one tobacco stick with IQOS is comparable to that of smoking one cigarette.

We state that IQOS emits on average 90-95% lower levels of harmful chemicals compared to cigarettes. The percentage (90-95%) refers to the average reduction of the levels of certain constituents prioritized for action by renowned public health organizations such as the WHO and the US FDA, and which are found in IQOS tobacco vapor, when compared to the smoke from a 3R4F reference cigarette. The exact percentage reduction depends on the specific list being referenced. To this effect, we collect the tobacco vapor and smoke under the Health Canada Intense machine-smoking regime (55 mL puff volume, 2 second puff duration, 30 second interval puff) using a comparison on a per stick basis. Reduction calculations exclude nicotine.

The totality of evidence includes PMI’s clinical data (we conducted 10 clinical studies with thousands of participants in the US, UK, Japan and Poland), aerosol chemistry, and data from 18 nonclinical studies. The totality of evidence demonstrates that switching completely to IQOS, while not risk-free, presents less risk of harm compared with continuing to smoke cigarettes.

We use PMI Financials or estimates, IQOS user panels and PMI Market Research. The number of total users we report refers to IQOS users for whom PMI HeatSticks represent at least 5% of their daily tobacco consumption over the past 7 days, while the number of people we estimate have completely quit cigarette smoking refers to IQOS users who have completely quit cigarettes and for whom PMI HeatSticks represent at least 70% of their past 7-day heated tobacco consumption.

It is a cigarette independently designed by the University of Kentucky in the US for scientific research purposes. It is a comparator commonly used in tobacco research, which allows the data of a given study to be compared to that of another study. 3R4F research cigarettes are not commercially available to consumers.

The latest IQOS firmware improves the stability of IQOS electronics for a better performance over time.

We want to ensure you always get the best heated tobacco experience. Like other electronic devices, IQOS regularly provides firmware update to support your experience.

For example, the latest firmware upgrade for IQOS 3 DUO will extend the battery lifespan of the holder.

From time to time you should upgrade the firmware to keep your IQOS always up to date.

You can visit one of the below IQOS stores, where our team will make the upgrade for you

- Spinneys Hazmieh, Dbayeh, Jnah and Jbeil.