Oct 7, 2022

Self-diagnosis of the device

Something happens to your device and you don't know what to do? From now on, you can use our new device self-diagnosis tool to help you find a solution to your problem. 


You can access the tool from our Help section by selecting "Diagnostic tool".



How to carry out device diagnostics?


The whole process consists of several steps. You point out what's going on with your device and we'll tell you what to do. 


1.     Select your device model. The tool will help you perform diagnostics on both the selected IQOS model and the lil SOLID 2.0 device

2.    Select what the problem is. At this stage we will ask you to indicate whether the problem is with the holder or the portable charger (*for some IQOS models), and then you will select what is happening with your device from the list of topics.

3.    Follow the steps on the screen. Each topic is accompanied by a clear description of what you can do yourself to solve the problem



If the suggested steps do not solve the problem, please contact us referring to the ticket number that appears on the screen. Remember to provide it when contacting us.


Our experts are at your disposal 7 days a week from 8 a.m. to 10 p.m. (10 a.m. to 5 p.m. on public holidays).




Diagnose device