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FAQ

IQOS 2.4 PLUS

How do I use IQOS?

Remove the IQOS Holder from the Pocket Charger, insert a HEET tobacco stick with the part containing the tobacco facing downwards, up to the silver line. Do not twist the tobacco stick, as this may damage the heating blade.

Turn on the device by pressing the button. When the light stops flashing and turns steady, the device is ready to be used.

Just before it runs out, the device will vibrate and the light will start to flash. When the light goes off, the IQOS experience has come to an end.

Slide the Holder’s cap, remove the used HEET and insert the Holder in the Pocket Charger, with the metallic points facing downwards, before closing the cap.

See the tutorial video

How can I check the charge level of the battery?

You can easily check the charge level by following these simple steps:

  1. Press for 1 second the ON/OFF button
  2. The LEDs will turn on and indicate the level of charge:

- 1 LED = low charge level

- 4 LEDs = device is fully charged

How long does it take to fully charge the device?

It takes approximately 90 minutes to fully charge the IQOS 2.4Plus Pocket Charger from an electrical outlet. Only charge IQOS 2.4Plus device using the supplied AC Power Adaptor and USB cable.

Should I always fully charge my Pocket Charger battery?

The IQOS device does not require a full charge to work. If the IQOS 2.4Plus Pocket Charger is fully charged you may use the holder for up to 20 times.

How can I reset my IQOS device?

You can easily do a reset of your IQOS 2.4Plus device by simultaneously pressing and then releasing the Bluetooth and Power Buttons until all lights briefly blink.

What do device vibrations mean?

Holder vibrations are activated in the following situations:

- At the start of heating (once you press the Holder Button to start)

- When the experience is nearly complete (30 seconds prior the end) 

What does the red light on my Holder mean?

The red light, blinking or steady, on your Holder may indicate that:

- Holder is not  charged

- Device is outside its optimal operating temperature (10°C - 40°C)

- You pressed on the Holder button during usage

- Holder malfunction

To resolve the issue, you may try the following:

  1. Check that the IQOS 2.4Plus Pocket Charger is switched ON and has enough power
  2. Place the Holder in the Pocket Charger and wait until it is fully charged (up to 4 minutes)
  3. Ensure your Holder’s electric contact is clean
  4. If none of the above works, perform a reset of your device [link to how to reset question]
  5. Still no luck?
  6. Please contact Customer Care at 800 200 098 (toll free number; 9am to 9pm, everyday), go to our Facebook or Twitter pages or ask for assistance at the nearest IQOS partner store.

What does the red light on my Pocket Charger mean?

  1. Holder light on the IQOS 2.4Plus Pocket Charger indicates a Holder malfunction. A slowly pulsing red light while charging means that the Holder battery is reaching the end of its life cycle.
  2. The bottom light on the Pocket Charger Battery Status indicates a Pocket Charger malfunction or device is outside its optimal operating temperature (10°C - 40°C)

Please, perform a reset of your device [add link to How to reset question] and make sure it is in the optimal temperature range.

Still no luck?

Please contact Customer Care at 800 200 098 (toll free number; 9am to 9pm, everyday), go to our go to our Facebook or Twitter pages or ask for assistance at the nearest IQOS partner store.

What is the optimal IQOS device functioning temperature?

IQOS 2.4Plus is designed to work in a wide range of temperatures, but HEETS tobacco stick tastes best when the device is used between 10℃ and 40℃.

Which parts of the IQOS device need to be replaced regularly and when should they be replaced?

The design of the IQOS system does not provide for part replacements. The device’s battery was developed to support 7300 charges. We recommend that you manually clean the device every 20 times it is used to ensure optimum performance and a consistent flavor experience, following the instructions provided in the user guide.

What should I do if my IQOS stops working correctly?

If you have an IQOS account on our website, contact Customer Support or visit one of our stores or IQOS spaces offering Assistance.

Unregistered customers can contact Customer Support using the contacts provided to clear up any queries; however, for the purpose of the warranty, you will need to visit the IQOS Boutique in Chiado, providing proof of purchase.

What should I do if the cap on the Pocket Charger doesn’t close?

Check whether the Holder’s top cap is positioned correctly. If it is, the Pocket Charger’s cap might be broken. Contact the Customer Support service for a diagnosis and to potentially order a replacement.

What should I do if the Holder’s top cap cannot be positioned correctly?

The top cap and the Holder’s button must be aligned. If this is not the problem, check for tobacco residue stuck in the Holder or the cap and manually clean the Device.

Why can’t I insert the tobacco stick in the Holder?

A bit of tobacco from a previous stick might be stuck in the Holder’s cap. Remove the Holder’s cap and use the cleaning hook to remove any residue. Consult the video on how to clean the IQOS device.

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