Troubleshooting your IQOS 2.4 Plus

Try our online diagnostic tool which can help you find a solution for device issues in a few easy steps

Device is not charging properly

Make sure you’re using the official IQOS cable and AC power adaptor, as charging your IQOS from a computer USB port or using a third-party cable can be less effective.
If your IQOS 2.4 Plus is already fully charged when you connect it to a power supply, the status light may flash. This is normal. If your IQOS 2.4 Plus Pocket Charger is completely out of battery, you might need to plug it in with the AC adaptor for up to 20 minutes before any status lights appear.

How to charge your IQOS

A broken blade or other damage?

The blade can break if you use too much force when cleaning the holder, so make sure you clean with gentle fingers and when inserting a HEETS stick, avoid twisting it.

If either of these things happen to you, then we want to get your device up and running again as soon as we can.

Chat to our Customer care team now* and they’ll walk you through the steps needed to make sure you’re not without your IQOS device for long.

Start Live Chat

* Available Mon-Fri 8am-10pm or Weekends 10am-6pm.

Not sure what the status lights mean?

White light is good news, it indicates that your device is working or charging as expected. Any yellow, green, brown or red lights indicate that there is a device error.

Yellow, green or brown lights on your IQOS device means the tobacco residue located in the cap of the holder has made its way through to the device. Usage of IQOS cleaning tools will prevent this from happening, or, will help fix the problem.

There are two types of red lights you may come across. The first one is on your IQOS device, the second one is on your holder.

Flashing red light on your IQOS device indicates that you’ll need to reset your device. To reset your device, press and hold the button located on the pocket charger for 10 seconds. All lights will briefly turn on and blink white to indicate your device has been reset. If the problem persists, your IQOS device may be malfunctioning.

If your holder has a red blinking light this means either the heating blade is broken, or the holder has a malfunction.

Red solid light indicates that the holder needs to be placed inside the device to be charged.

If you need further help on any of this then Chat to our Customer care team now*

Start Live Chat

* Available Mon-Fri 8am-10pm or Weekends 10am-6pm.

Two people talking at a table bar, one smokes IQOS and the other uses his phone

Device still won’t work?

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

Press and hold the button on your charger for approximately 10 seconds. When the lights start to fade, keep the button pressed for two more seconds. As you release the button, you’ll see all the lights flash white.

A good clean might 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.

How to clean

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 to clean the Holder connectors and Pocket Charger, and you should see an improvement.