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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

  1. 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.
  2. Still not seeing any lights? Charge your Pocket Charger using the IQOS AC power adapter and cable.
  3. 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.

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.

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.

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.

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.

More help for your IQOS 2.4

That’s not all. There’s more useful information:

  • Live chat icon

    IQOS 2.4 User Guide

    Find all useful information
    for your device


    Download PDF
  • Like button icon

    FAQs

    Find the answer to many of the
    frequently asked questions.


    See FAQs

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 response.


    Start live chat
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    Facebook support

    Ask us your question,
    and we'll get back to you in a minute!


    Message us
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    Twitter support

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


    Tweet us
  • Email icon
    Send us an e-mail!

    We will answer
    as soon as possible!


    E-mail us
  • Phone icon
    Give us a ring!

    Our phone support line
    connects you directly to an IQOS expert


    0800 - 990 0000
This product is not risk free and provides nicotine, which is addictive. Only for use by adults.