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Troubleshooting your
IQOS 2.4
Try our online diagnostic tool which can help you find a solution for device issues in a few easy steps.
Not your device? Select a different IQOS product.IQOS 2.4 Device
Your device might be out of power
- Press the button on your IQOS 2.4 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 IQOS AC power adapter and cable.
- To see if your IQOS 2.4 Holder is charged, press the button on your Pocket Charger, when your Holder is inside. If the round light at the top of your Pocket 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
If your IQOS 2.4 is charged but not working, you might need to reset it. Press the two buttons below the battery status light, then release. If the four status lights are green and the IQOS Holder and cleaning light are orange, then the reset was successful.
Still experiencing issues?A good clean could be the answer
If you’re finding it difficult to draw on your HEETS sticks, your IQOS 2.4 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.
Still experiencing issues?Can’t get your IQOS 2.4 to charge?
If your IQOS 2.4 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.
Still experiencing issues?What to do if there’s a temperature issue
Your IQOS 2.4 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 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 a minute or so.
Still experiencing issues?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.
Still experiencing issues?More help for your IQOS 2.4
That’s not all. There’s more useful information:
Something we haven’t covered?
There are several ways you can reach us.
Available everyday from 10:00 to 19:00.
