Troubleshooting your IQOS 2.4
Try our do-it-yourself tool, it will help you find a solution for device issues in a few easy steps
Select your Kit
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 device
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 tobacco 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 a constant taste experience that you know.
Can’t get your IQOS 2.4 Holder 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 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.
Got a question?
Find the answer in our FAQs.
Use our live chat
Chat to our IQOS Experts in real time. They’re available every day from 9AM to 8PM. Just give them a message and they’ll say hello within seconds.
We’re very social on our social media, so feel free to message us with any questions and we’ll get back to you in minutes.
Our Facebook Page
Send us an email
Write to us. Our inbox is never too full.
No question is too small
Your question might have already been asked before. Browse our FAQs to see if there’s an answer waiting for you.
Look through our FAQ
Request a call
Always in a rush? Avoid waiting and request a call from an IQOS expert at most convenient time for you.
Schedule an appointment
Give us a ring
Sometimes you just want to hear a
human voice. We get it. That’s why our
phone support line connects you directly
to an IQOS expert.
Get in touch