What to do if you cannot insert the Fiit stick into the device?

If you experience any difficulties inserting Fiit tobacco sticks, please, check the following:

1. Check if you are using the Fiit tobacco stick and not any other product

2. Check if there are any remnants inside the stick insertion part. Remove the remnants by pulling the cap out of the device, install the cap back and try to insert the stick again.

3. Don’t forget to twist the tobacco stick more than 3 times in one direction before pulling the stick out of the device. This way you avoid remnants in the stick insertion part.

4. Check if you insert the stick in the right direction. Insert the Fiit tobacco stick with the tobacco part facing down. If it is inserted upside down, you may experience difficulties inserting it.

5. If a Fiit stick gets broken in the device, please, remove the broken stick:
• Pull out the cap and the broken stick should come with it. Then, gently tap the cap to remove the broken part.
• If this does not happen, with caution, try using a toothpick to remove the part of the stick that remains in the device.
• do not use any sharp tools to remove the broken stick as you might damage the device.
• do not insert any metal into your device.
• if you are experiencing any trouble please go to your nearest IQOS store so that one of our agents can assist you.

6. Check if the tobacco sticks were exposed to a humidity or high temperature. They need to be kept in a dry place to prevent the tobacco mix from sticking together. Try a new stick from the pack that was not exposed to humidity.