English

Troubleshooting your IQOS 2.4

If you are experiencing an issue with your IQOS 2.4 device, the first step is to check if it has been charged.

How to check if your IQOS 2.4 device is charged:

Check that the IQOS 2.4 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 3 seconds. 

If you do not see any lights, charge the pocket charger by using the official IQOS AC Power Adaptor and cable for at least 20 minutes.* We recommend a full recharge, which should take about 90 minutes. 

To see if your IQOS 2.4 Holder is charged, just press the button on your pocket charger (while your holder is insight) and if the circle on top of your pocket charger is steady and green, yourIQOS 2.4 Holder is ready use. If it is pulsing then it is currently charging. Alternative just remove the holder and check whether the light is green If it is then your IQOS Holder is charged and ready to go.

* Note that laptop USB ports may not have enough power to charge your pocket charger. We recommend to use the official IQOS AC Power Adaptor and cable.

Troubleshoot_iqos-2-4-check-battery.jpg
Resetting Your IQOS 2.4 Device

If your IQOS 2.4 is charged, but still not working, the next step is to reset the IQOS 2.4 device.

Press the two buttons below the battery status lights simultaneously and you will see all the lights turning on. The 4 status lights will be green and the IQOS Holder and cleaning light will be orange. This confirms that a reset has been performed.

Troubleshoot_2-4-comp-2-664-x-907
Cleaning Your IQOS 2.4 Device Can Solve a Number of Problems You Might Be Experiencing

Does it feel difficult to draw on your HEETS while using your IQOS 2.4? Not getting enough aerosol when using your IQOS 2.4? 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 your IQOS 2.4 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 issues you may be experiencing with your IQOS 2.4. 

Troubleshoot_2-4_comp4_664x907.jpg
Is your IQOS 2.4 Holder not charging?

If your 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. 

Troubleshoot_iqos-2-4-turning-off.jpg
IQOS 2.4 Temperature Issues

Do you see a red light on your holder or a red blinking light on your IQOS 2.4 Pocket Charger? This might be, because your IQOS is too cold or too hot

The IQOS 2.4 operates in a temperature range between 10° and 40°C.  If the ambient temperature is low, try warming the IQOS 2.4 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

Troubleshoot_iqos-2-4-temperature.jpg
Does your IQOS 2.4 have a broken blade or other physical damage?

Check to see if your 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 your IQOS 2.4 Holder. Be careful not to exert force onto the blade when cleaning your IQOS 2.4. 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 experience.

Contact us
Troubleshoot_iqos-2-4-broken-blade.jpg

Still have questions about IQOS? 

We are here to help you across multiple channels 

Available everyday from 8:00 to 22:00 (10:00 - 17:00 during holidays) 

This site contains information on a product containing tobacco and is reserved for smokers over 18 years old residing in Poland. All forms of tobacco are harmful and addictive. The administrator (controller) of your personal data is Philip Morris Polska Distribution Sp. z o.o., based in Kraków (31-982), al. Jana Pawła II 196 [PMPL-D]. Your data may be processed in order to: 1) conclude and execute a sales contract through the website, 2) conclude and implement a contract for the provision of services provided electronically in accordance with the terms of the website, 3) contact from PMPL-D, and/or 4) marketing of own PMPL-D products and services. The legal basis for processing is art. 6 paragraph 1 letter b) or f) of the General Data Protection Regulation (GDPR). Your data may be shared for these purposes by entities belonging to the Philip Morris International Inc. group of companies, including in particular Philip Morris International Management SA, based in Switzerland, av. de Rhodanie 50, 1007 Lausanne (full list of entities is available at www.pmi.com) and our subcontractors. Data processed in order to perform the contract will be processed for the duration of the contract and for the period of limitation of claims arising therefrom, including claims of public (tax) authorities. You have the following rights: a) access to data and receipt of copies, b) correction of data, c) deletion of data, d) limitation of data processing, e) objecting to processing, f) data transfer, g) lodging a complaint with the supervisory authority. Your data will not be processed in an automated manner and will not be profiled. Further information regarding data processing by PMPL-D can be found in the Privacy Notice at the bottom of the page.