My IQOS logo

Troubleshooting your 2.4 Plus

Try our online diagnostic tool which can help you find a solution for device issues in a few easy steps.

Click to start

Haven’t registered your device yet? No problem, just try one of the troubleshooting options below.

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.

Watch tutorial on the battery charging

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 sticks, 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.

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 them to clean the Holder connectors and 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 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.

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.

Black IQOS 2.4 Plus Kit on a working desk
Black IQOS 2.4 Plus Kit on a working desk

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.

IQOS 2.4 PLUS User Guide

Something we haven’t covered?

There are several ways you can reach us
Available everyday from 10:00 to 19:00

  • Live chat icon

    Live support

    Chat with our IQOS experts
    for the quickest respond


    Start live chat
  • Like button icon
    Facebook support

    Any questions and we'll
    get back to you in a minute


    Message us
  • Speaker icon
    Twitter support

    DM us your questions and
    we'll get back to you in a minute


    Tweet us
  • Email icon
    Send us an email

    Write to us.
    Our inbox is never too full


    Email us
  • Phone icon
    Give us a ring

    Our phone support line
    connects you directly to an IQOS expert


    0800 9900000
This product is not risk free and provides nicotine, which is addictive. Only for use by adults.
  • English

Please enter your date of birth to confirm you are an adult user of nicotine or tobacco products.

CONFIRM

Sorry!
This website is intended only for users of nicotine or tobacco products who are over 18.

We Care

This website contains information about our smoke-free products and we need your age to make sure that you are an adult in the Netherlands who would otherwise continue to smoke or use nicotine products. Our nicotine and tobacco products are not an alternative to quitting and are not designed as cessation aids. They are not risk free. They contain nicotine, which is addictive. Only for use by adults. Please visit the Important Information page of this website for further risk information.