iqos 2.4 plus
iqos 2.4 plus

Troubleshooting Your IQOS 2. PLUS Device​

We are here to help and to give you support for IQOS 2.4 PLUS device

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.

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 IQOS 2.4 PLUS device could be the answer ​

If you’re finding it difficult to draw on your tobacco sticks, your IQOS 2.4 PLUS could be in need of a clean. Gently use our cleaning tool and cleaning sticks to to clean the heating chamber and the IQOS cap. ​

A regular clean with the right tools prevents any problems, but best of all, it makes sure you’re getting 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 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 10° 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 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 tobacco 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.
You need help? Contact us.
We are here to help you across multiple channels.​
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Give us a free call on 0800 800 808.

Send us your query and we will respond within 24h on email.

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Find answers to frequently asked questions. See FAQ.

Find an IQOS store here.

IQOS is not risk-free and delivers nicotine, which is addictive. For adult use only.​