Troubleshooting your
IQOS 2.4 Plus

Try our online-diagnostic tool which can help you find a solution for device issues with your 2.4 Plus in a few easy steps​. Therefore you need an account in which your device is registered.

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IQOS 2.4 PLUS low battery lights

Is your IQOS 2.4 Plus charging too slowly?

1. Make sure you’re using the official IQOS cable and AC power adaptor, as charging your IQOS from a computer USB port or using a third-party cable can be less effective.

2. If your IQOS 2.4 Plus Pocket Charger is already fully charged when you connect it to a power supply, the status light may flash. This is normal. If your IQOS 2.4 Plus Pocket Charger is completely out of battery, you might need to plug it in with the AC adaptor for up to 20 minutes before any status lights appear.

How to charge your IQOS

How to reset your IQOS 2.4 Plus

Resetting your IQOS 2.4 Plus

It's easy to reset your IQOS 2.4 Plus, such as in the event of a device error (red light).

Press and hold the two buttons below the battery status light on your Pocket Charger for about 3 seconds, then release. All LEDs should then blink briefly. If so, the reset was successful.

IQOS 2.4 PLUS cleaning

A good clean could be the answer

If you’re finding it difficult to draw on your HEETS, 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 taste experience you know and love. 


How to clean

White IQOS 2.4 PLUS holder and charger on a wooden table next to a cup

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 to clean the connectors of the Holder and the Pocket Charger, and you should see an improvement. 

IQOS 2.4 Plus temperature monitoring

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 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 about a minute. 

IQOS 2.4 Plus broken blade - detail

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 IQOS 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

Our IQOS 2.4 Plus User Guide will let you delve deeper into how your device works and what it can do as well as more useful information.


Something we haven’t covered?

There are several ways you can reach us.

Use our live chat

Chat to our IQOS experts in real time. They’re available every day from 8:00-21:00. Just send us a message and we’ll answer within seconds. 

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Facebook us

We’re very social on our social media, so feel free to message us with any questions and we’ll get back to you in minutes. 

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Visit us on YouTube

Support around the clock, with interesting how-to videos and up-to-date tutorials: You’ll find many helpful videos on our YouTube channel.

Our YouTube Channel

No question is too small

Your question might have already been asked before. Browse our FAQs to see if there’s an answer waiting for you.

Look through our FAQ

Give us a ring

Sometimes you just want to hear a human voice. We get it. That’s why our phone support line connects you directly to an IQOS expert.

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