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Troubleshooting IQOS 2.4 PLUS

We are here to help. Get the support you need for your IQOS 2.4 PLUS device.

Your device might be out of power

1. Press the button on your IQOS 2.4 PLUS Pocket Charger for 1 second. You should then see the lights turn on. If they don't, press and hold the button again for 4 seconds.

2. Still not seeing any lights? Charge your Pocket Charger using the IQOS AC power adapter and cable.

3. To see if your Holder is charged, press the button on your Pocket Charger when your Holder is inside. If the light on the side of your charger appears, you’re all set and ready to go, but if the light is pulsing, then it’s charging. You can also remove the Holder and check to see if the light is on. If it is, then it's charged and ready to use.

How to charge your IQOS

Resetting your IQOS 2.4 PLUS

If your IQOS 2.4 PLUS is charged but not working, you might need to reset it. Press and hold the two buttons below the battery status light, then release. The lights will flash white to tell you the reset was successful.

A good clean could be the answer

If you’re finding it difficult to draw on your HEETS tobacco stick, your IQOS 2.4 PLUS could be in need of a clean. Gently use our cleaning tool and cleaning sticks to reduce tobacco build-up and make sure you get the real tobacco taste you know.

Can’t get your IQOS 2.4 PLUS to charge?

If your IQOS 2.4 PLUS Holder isn't charging properly, the connectors might need cleaning. Use your cleaning sticks them to clean the Holder connectors and Pocket Charger, and you should see an improvement.

What to do if there’s a temperature issue?

Your IQOS 2.4 PLUS works best between 10°C and 40°C. If the temperature goes too high or too low, you might see a red light on your IQOS 2.4 PLUS Pocket Charger or a red light on your IQOS 2.4 PLUS Holder.
If you think your device is too hot, head to a colder spot and allow it to cool down. If you think your device is too cold, try warming it in between your hands for a minute or so.

A broken blade or other damage?

It’s possible your device could have a broken blade or some other physical damage. The blade can break if you use too much force when cleaning the Holder, so make sure you clean with gentle fingers. And when inserting a HEETS tobacco stick, avoid twisting it.
If either of these things happen to you, then we want to get your device up and running again as soon as we can. Our Customer Care team will walk you through the steps needed to make sure you’re not without your IQOS device for long.

That’s not all. There’s more useful information in our IQOS 2.4 PLUS User Guide.

Our IQOS 2.4 PLUS User Guide will let you delve deeper into how your device works and how to use it. Open and download the IQOS 2.4 PLUS User Guide here.
Open User Guide
Do you have more question related to IQOS?
There are several ways you can reach us.
In case of questions, reach out our Customer Care where you can contact directly our colleauges.
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Important information: This product is not risk free and provides nicotine, which is addictive. Only for use by adult smokers.