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Troubleshooting your IQOS device

Identify the error of your device and follow the instructions below to troubleshoot it and solve the situations you are encoutering. Which IQOS version would you like support with?

Checking the battery status of your IQOS 2.4 PLUS

Checking the battery status of your IQOS 2.4 PLUS

If you are experiencing an issue with your IQOS 2.4 PLUS device, the first step is to check if it has been charged.
How to check if your IQOS 2.4 PLUS device is charged:
Check that the IQOS 2.4 PLUS Pocket Charger is turned on, by pressing the pocket charger’s button for 1 second. The lights should turn on. If they don’t, press and hold the button for 4 seconds.
If you don't see any lights, charge the pocket charger using the official IQOS AC Power Adaptor and cable*.
To find out if your IQOS 2.4 PLUS Holder is charged just press the button on your pocket charger (while your holder is inside) and if the round light on top of your pocket charger is steady, your holder is ready to use. If it is pulsing then it is currently charging. Alternatively just remove the holder and check whether the light is on. If it is - then your holder is charged and ready to go.
* Note that laptop USB ports may not have enough power to charge your pocket charger. We recommend using an electrical outlet instead.
How to Charge IQOS 2.4 PLUS

Resetting Your IQOS 2.4 PLUS Device

Resetting Your IQOS 2.4 PLUS Device

If your IQOS 2.4 PLUS is charged, but still not working, the next step is to reset the IQOS 2.4 PLUS device. Press the two buttons below the battery status lights simultaneously and you will see that after about 2 seconds all lights blink white for a few times.

Cleaning Your IQOS 2.4 PLUS Device Can Solve a Number of situations You Might Be Experiencing

Cleaning Your IQOS 2.4 PLUS Device Can Solve a Number of situations You Might Be Experiencing

Does it feel difficult to draw on your HEETS while using your IQOS 2.4 PLUS? Not getting enough aerosol when using your IQOS 2.4 PLUS? These situations can likely be resolved by using the IQOS cleaning tool and cleaning sticks to clean the heating chamber and the IQOS cap. Cleaning your IQOS 2.4 PLUS regularly and with the right tools will not only ensure that you are getting the optimal real tobacco taste experience; but it can also solve some of the difficulties you may be experiencing with your IQOS 2.4 PLUS.
How to Clean IQOS 2.4 PLUS

Is your IQOS 2.4 PLUS Holder not charging?

Is your IQOS 2.4 PLUS Holder not charging?

If your IQOS 2.4 PLUS 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.

IQOS 2.4 PLUS operating temperature

IQOS 2.4 PLUS operating temperature

Do you see a red blinking light on your IQOS Pocket Charger or a red light on your IQOS 2.4 PLUS Holder? This could be because your IQOS is too cold or too hot. IQOS 2.4 PLUS operates in a temperature range between 10° and 40° C. If the ambient temperature is low, try warming the IQOS 2.4 PLUS Holder in your hand for at least 1 minute. If it is too hot, take it with you to a colder place and it should be working again once it has cooled down.

Does your IQOS 2.4 PLUS have a broken blade or other physical damage?

Does your IQOS 2.4 PLUS have a broken blade or other physical damage?

Check to see if your 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 Service and we will support you with this issue. Sometimes cleaning the IQOS 2.4 PLUS Holder can damage the blade inside your IQOS 2.4 PLUS Holder. Be careful not to exert force onto the blade when cleaning your IQOS 2.4 PLUS Holder. Also ensure you never twist your HEETS tobacco stick while it's in the holder. This movement can damage the heating blade and disrupt your IQOS 2.4 PLUS experience.
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Every IQOS experience is unique. So we developed IQOS CARE PLUS, a service package for you to enjoy tailored support, coverage, and other additional benefits. It's time to enhance your IQOS experience.
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Need support using your IQOS 2.4 PLUS?

Need support using your IQOS 2.4 PLUS? How about some tips ? Learn more on how to use, clean, and charge your IQOS 2.4 PLUS, and find quick tips here.
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