Troubleshooting your 

IQOS 2.4 Plus

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

Click to start

IQOS 2.4 PLUS low battery lights

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 your IQOS

How to reset your IQOS 2.4 Plus

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.

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.

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?

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 stick, avoid twisting it.

If your device is damaged, let us know. Our Customer Care team will help you get your device up and running again or arrange for a replacement 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 what it can do.


Something we haven’t covered?

There are several ways you can reach us.

Live Chat

Chat with one of our experts at any time via the IQOS live chat.

Let's chat

Facebook support

Find easy and helpful tips and tricks or contact us directly.

Follow us

YouTube support

Support around the clock: Discover our how-to-videos.

Subscribe now



Browse our FAQs and find helpful answers to your questions.

Find answers