Try our online
diagnostic tool
which can help you find a solution for device issues in a few easy steps
Haven't registered your device yet? No problem, just try one of the troubleshooting options below.
Your device might be out of power
- 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.
- Still not seeing any lights? Charge your Pocket Charger using the official IQOS AC power adapter and cable.
- 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.
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™, 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.
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 Holder connectors and Pocket Charger, and you should see 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?
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 IQOS Customer Care team will walk you through the steps needed to make sure you're not without your IQOS device for long.
Something we haven’t covered?
There are several ways you can reach us.
Chat with us
Message us on our Facebook Customer Care Support page and one of our customer care agents will get back to you in minutes.
Monday to Sunday – 8:00AM to 9:00PM
Call us
Our Customer Care support line connects you directly to an IQOS Customer Care Agent.
Monday to Sunday – 8:00AM to 9:00PM
