IQOS ORIGINALS - FAQs

• IQOS ORIGINALS DUO is the new name for IQOS 3 DUO.
• Easy to use and customizable via the Q-Lab app, IQOS ORIGINALS DUO functions exactly like the IQOS 3 DUO and provides the same real tobacco taste in four new colour options and new accessories.

• IQOS ORIGINALS DUO is available in four vibrant colours: Scarlet, Silver, Turquoise and Slate.
• IQOS ORIGINALS DUO 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.
• The Pocket Charger houses our most compact lightweight Holder yet so you can use up to 20 HEETS including 2 consecutive uses on one full charge.
• You can also get hundreds of customization options for IQOS ORIGINALS DUO with a range of accessories including more colour options for caps, doors and sleeves

• IQOS ORIGINALS DUO contains our patented HEATCONTROL TECHNOLOGY, using our unique ceramic blade to heat the tobacco from the inside.
• The blade, with platinum and gold tracks, is inserted into the HEETS tobacco stick so that 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 and ash.

• Yes, you can customize your experience with IQOS ORIGINALS by adjusting your preferences and settings in the Q-LAB app.
• You can also customize your device by choosing from our range of accessories.

• Yes, you can customize your IQOS ORIGINALS DUO and make it your own with a range of 12 coloured caps and doors. You can also choose from a range of 6 silicone sleeves, including 3 new colours, and 3 folios for on-the-go convenience.

• 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 vapour to give you cigarette-like satisfaction. You can explore the HEETS range of tobacco flavours and choose those that best suit your personal taste.

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

• The serial number of your device is a code consisting 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). Once fully charged, press and hold the power button for 4 seconds. Then insert your HEETS, pre-heat for 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 illuminated lights indicate that your Holder is ready for 2 uses; one light indicates 1 use and no lights mean no charge. You can also check the Holder's status on the Pocket Charger by inserting the Holder the right way up, and then pressing and releasing the Pocket Charger button. The Holder can be charged up to 20 times with a fully-charged Pocket Charger.
• For 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 that your Pocket Charger is more than 75% charged while 1 LED indicates the need to charge. While your device 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 multiple functions on your IQOS ORIGINALS DUO including charging, resetting, ready to use status, fully charged status, or indicating that the Pocket Charger is out of temperature range status. Red lights on the Holder or the Pocket Charger indicate that there is a device error - this includes requiring a reset, Holder malfunction, broken blade, device outside operational temperature status and more.

• A red light blinking on the Holder indicates that the Holder is out of battery charge, or that there is a malfunction or a broken blade. If the bottom Pocket Charger light blinks red, you should perform a reset.

• You can check either on the Holder or on the Pocket Charger by pressing and releasing their respective buttons.
• In both cases, 2 white LED lights indicates that the Holder has two uses, 1 white LED light indicates that one use remains and no light indicates that the Holder is not charged.

• You can use the IQOS AC Power Adapter from any previous IQOS device version to charge your IQOS ORIGINALS device, but please proceed with caution if considering a cable from an older device.

All IQOS ORIGINALS DUO devices come with their own AC Power Adaptor and dedicated charging USB-C to USB-C cable, which we recommend for use. USB cables from IQOS 2.4 /2.4P are not compatible because they are USB-A to micro-USB cables.

• 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 IQOS ORIGINALS DUO for a while, first ensure it is within its operating temperature range and then try to charge it fully before using it.

• If you have not used your IQOS ORIGINALS DUO device for a long period of time, please 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, which is normal.

• If you need support while you’re away from home, our International Assistance program can help via this number: 1-800-304-4033 (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.

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. Please ensure the IQOS ORIGINALS DUO 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, which is normal. If your IQOS ORIGINALS device is still not charging after this, please contact us at 1-800-304-4033.

• If your IQOS ORIGINALS DUO is not performing optimally, it may be time for a cleaning using the dual cleaning tool.
• 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 DUO device after finishing each pack of HEETS.
• Learn more on iqos.com

Watch this video to learn more.

IN-DEPTH TEXT EXPLANATION FOR CLEANING IQOS ORIGINALS DUO 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.
• Slide open the device cap to start cleaning the heating chamber.
• Remove the cap on the holder, hold it upside down and gently tap to release any loose tobacco residue.
• 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 DUO device regularly, after every pack of HEETS tobacco sticks.
• Regularly cleaning helps you preserve the taste you like and keeps your device in optimal condition.
• Be sure to only use IQOS cleaning products when you are cleaning your IQOS ORIGINALS DUO device.

• IQOS ORIGINALS DUO is replacing IQOS 3 DUO.
• For a limited time both devices will be available for purchase, the IQOS 3 DUO will not be restocked once it sells out.
• 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.

• If you are an existing IQOS 2.4+ user, you might like to consider trying IQOS ORIGINALS DUO with its familiar form and enhanced features versus IQOS 2.4+ (Holder with 2 consecutive uses, faster charging etc).

• If you are an existing IQOS 3 MULTI user, you might like to consider trying IQOS ORIGINALS DUO, with enhanced features (Holder with 2 consecutive uses, faster charging etc).

• You can connect IQOS ORIGINALS DUO with the Q-Lab app by pairing it via Bluetooth.

• 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, ensure Bluetooth on your device is enabled (see above).
• Then, if you are pairing for the first time, first allow the Q-Lab 'app to access the device location. In the Q-Lab 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, select “PAIR”.
• In all cases, you should note IQOS ORIGINALS DUO automatically disconnects from the Q-Lab app during an experience and while charging. It automatically reconnects after your IQOS experience has ended.

• First enter the Q-Lab app. Next, select “Device”, and then pick “About my device”, and then finally pick “Firmware upgrade”.

• During the firmware upgrade for your IQOS ORIGINALS DUO, 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 webapp.

• Scan the QR code on the packaging to access the IQOS website where you can register your IQOS ORIGINALS DUO device.
• The dialog box for the device’s serial number is automatically populated. If not, please take a picture of the label outside the packaging box to capture the serial number of your device. Then you need to fill in required information to register your device.
• You can also register your device onto your account using the Q-Lab app, as registration is required during the pairing process.

All IQOS device purchases in Canada made from IQOS.com, IQOS Care Team, Q-Lab stores, or a certified store enjoy 1 year of warranty coverage from the date of purchase. What is covered: 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.

• 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

You can dispose of your used HEETS and old IQOS devices safely and responsibly with the Smoke-Free Recycling program, available all across Canada. Click here to learn more.