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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 2.4 Kit on a table

Your device might be out of power

1. Press the button on your IQOS 2.4 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 IQOS 2.4 Holder is charged, press the button on your Pocket Charger, when your Holder is inside. If the round light at the top of your Pocket 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.

Watch tutorial on the battery charging

Resetting your IQOS 2.4 device

If your IQOS 2.4 is charged but not working, you might need to reset it. Press the two buttons below the battery status light, then release. If the four status lights are green and the IQOS Holder and cleaning light are orange, then the reset was successful.

A good clean could be the answer

If you’re finding it difficult to draw on your product, your IQOS 2.4 could be in need of a clean. Gently use our cleaning tool and cleaning sticks to reduce residue of the product build-up and make sure you get the experience you expect.

Can’t get your IQOS 2.4 Holder to charge?

If your IQOS 2.4 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 works best between 10° and 40° C. If the temperature goes too high or too low, you might see a red light on your IQOS 2.4 Pocket Charger or a double flash on the battery status light when you press it.

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 product, 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 User Guide.

Our IQOS 2.4 User Guide will let you delve deeper into how your device works and what it can do.

IQOS 2.4 User Guide

Need assistance?

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