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Troubleshooting your IQOS

Try our online diagnostic tool which can help you find a solution for device issues in a few easy steps.

Click to start

IQOS 3 Kit on a table

Your device might be out of power

1. Press the button on your IQOS 2.4 PLUS Pocket Charger for one second. You should then see the lights turn on. If they don't, press and hold the button again for four 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 round light at the top 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 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 heated 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 experience you expect.

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 0° and 50° C. If the temperature goes too high or too low, you might see a red light on your IQOS 2.4 PLUS Pocket Charger.

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 heated tobacco stick, avoid twisting it.

If your device is damaged, let us know. We will check if you are eligible for replacement and if you are. We will arrange it for you.

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 what it can do.

Download our IQOS 2.4 PLUS User Guide

Need assistance?

We’re ready to help you I-V 8:00-20:00, VI-VII 9:00-19:00.