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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


IQOS 2.4 Kit on a table
IQOS 2.4 low battery lights

The device might be out of power

1. Press the button on 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 the Pocket Charger using the IQOS AC power adapter and cable.

3. To see if the Holder is charged, press the button on the pocket Charger when the Holder is inside. If the round light at the top of the 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

Resetting IQOS 2.4

If IQOS 2.4 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.

A good clean could be the answer

If you feel a difference in the use of tobacco sticks with IQOS 2.4 or you are not getting enough aerosol when using IQOS 2.4, this issues can likely be resolved by using the IQOS cleaning tool and cleaning sticks to clean the heating chamber and the IQOS cap.

Regularly cleaning IQOS 2.4 with the right tools will not only ensure that you will have the best experience, but will also solve some of the problems you may be having with your IQOS 2.4.

Can’t get your IQOS 2.4 Holder to charge?

If IQOS 2.4 Holder is not charging properly, it might be that the connectors need cleaning. Just clean the connectors of your IQOS Holder and the IQOS Pocket Charger with the IQOS cleaning sticks.

What to do if there’s a temperature issue

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 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 the device is too cold, try warming it in between your hands for a minute or so.

A broken blade or other damage?

Check to see if IQOS 2.4 has a broken blade or any other physical damage. If it does, we are sorry that this happened to you. Please contact Customer Care and we will support you with this issue.

Sometimes cleaning the IQOS 2.4 Holder can damage the blade inside IQOS 2.4 Holder. Be careful not to exert force onto the blade when cleaning IQOS 2.4 Holder. Also ensure you never twist your heated tobacco stick while it's in the holder. This movement can damage the heating blade and disrupt your IQOS 2.4 experience.

IQOS 3 Duo Gold
IQOS 3 Duo Gold

IQOS 2.4 User Guide.

Download the IQOS 2.4 user manual here.

IQOS 2.4 User Guide

Still have questions about IQOS?

We are available to help you through various channels.

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    Write us to We will reply as soon as possible.

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    Your question might have already been asked before. Browse our FAQs to see if there’s an answer waiting for you.

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    Give us a call on 800 200 098. Available everyday from 9h-21h.

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