IQOS 2.4 Plus Diagnostic Tool

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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 in sight) 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.

Resetting your IQOS 2.4 PLUS

If your 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 you’re finding it difficult to draw on your HEETS, your IQOS 2.4 PLUS could be in need of a clean. Gently use our cleaning tool and cleaning sticks to reduce tobacco build-up and make sure you get the taste experience you know and love.

White IQOS 2.4 PLUS holder and charger on a wooden table next to a cup

Can’t get your IQOS 2.4 PLUS to charge?

If your 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

Your 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 your IQOS 2.4 PLUS Pocket Charger.

If you think your device is too hot, head to a colder spot and allow it to cool down. If you think your 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 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 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.