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Troubleshooting your IQOS 2.4 PLUS
Try our do-it-yourself tool, it will help you find a solution for device issues in a few easy steps
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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
* Note that the USB ports on a laptop may not have enough power to charge the pocket charger. We recommend using a power outlet instead.
Resetting IQOS 2.4 PLUS
If IQOS 2.4 PLUS 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 it feels difficult to draw while using IQOS 2.4 PLUS and you're getting enough aerosol when using your IQOS 2.4 PLUS, these issues can likely be resolved by using the IQOS cleaning tool and cleaning sticks to clean the heating chamber and the IQOS cap.
Cleaning IQOS 2.4 PLUS regularly and with the right tools will not only ensure that you are getting the optimal experience; but it can also solve some of the issues you may be experiencing with IQOS 2.4 PLUS.
Can’t get IQOS 2.4 PLUS to charge?
If IQOS 2.4 PLUS 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
IQOS 2.4 PLUS works best between 0° and 50° C. If the temperature goes too high or too low, you might see a red light on IQOS 2.4 PLUS Pocket Charger.
If you think the 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 PLUS 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 PLUS Holder can damage the blade inside IQOS 2.4 PLUS Holder. Be careful not to exert force onto the blade when cleaning IQOS 2.4 PLUS 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 PLUS experience.
IQOS 2.4 PLUS User Guide.
Download the IQOS 2.4 PLUS user manual here.
Still have questions about IQOS?
We are available to help you through various channels.
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FAQs
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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