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IQOS 2.4 Plus Troubleshoot

The new IQOS online diagnostic tool

Do you have problems with your IQOS 2.4 Plus? Your IQOS lights are not turning on or blinking red? The IQOS manual does not help you and you do not want to contact IQOS CARE?

Then log in now, start our online diagnostic tool and check whether your device problems can be fixed.

In the case of a warranty claim, we will send you a replacement device within 1-3 days.

Device diagnostic

Alternatively, we have put together some suggestions to resolve problems of your IQOS Holder and Pocket Charger:

Let’s try the following steps:

IQOS 2.4 Plus operates in a temperature range between 10° and 40° C (50° - 104° F).

If the ambient temperature is low, try warming the Holder in your hand for at least 1 minute.

You only need to press once on the Holders’s button to activate the heating blade.

Once the light indicator goes from blinking to steady, it’s ready to enjoy.

After that, make sure you don't press the Holder's button again, as this may turn your device off.

Use an IQOS Cleaning Stick to clean the Holder’s connector (bottom part of the device).

Make sure the Holder’s connector is completely dry.

Check that the Pocket Charger is switched ON*, plugged into a power outlet** and if it is charged (at least two solid white lights).

Place the Holder in the Pocket Charger (remember that the Holder’s connector should face down) and wait for 10 minutes or until the Holder is fully charged (Pocket Charger’s top light stays solid white).


* Press the Pocket Charger’s Power button once and see if the lights turn on. If not, press and hold the button again, for 3 seconds.

** Laptop USB ports may not have enough power to charge your Pocket Charger if it is completely discharged.

Check for any potential damage on your Power Adaptor or USB cable.

If you identify any damage, try using a new set of adapator and cable.

IQOS devices are intended for use only with official or authorized IQOS Power Adaptors for optimal charging.

Make sure your Pocket Charger is switched ON*.

Plug it into a power outlet** for at least 20 minutes. We recommend a full recharge, which requires 2 hours.

* Press the Pocket Charger’s Power button once and see if the lights turn on. If not, press and hold the button again, for 3 seconds.

** Laptop USB ports may not have enough power to charge your Pocket Charger if it is completely discharged.

Reset your Pocket Charger.

Press and hold the Power and Bluetooth buttons together for 3 seconds and then release. All lights on the Pocket Charger will briefly blink white after releasing the buttons.

Use an IQOS cleaning stick to clean the Holder’s connector (bottom part of the device).

Make sure the Holder’s connector is completely dry.

Place the Holder back inside the Pocket Charger (remember that the Holder’s magnetic connector should face down).

Do you need further device assistance?

Contact one of our Customer Care experts or visit us in one of our IQOS stores to check your coverage and repair options.

STORE FINDER

Contact Options

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Your case is a bit more complicated? No problem, write us an e-mail.

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Hotline Support

You don’t enjoy writing and would prefer to talk over the phone? We look forward to your call.

0800 – 1114 767

Available everyday from 9AM - 9PM

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