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Your device might be out of power
Sometimes the problem can be a lack of battery power. Here’s how to check if your device is fully charged.
- Press the button on your IQOS 2.4 PLUS until you see the battery lights at the bottom. If they don’t turn on, press and hold the button for four seconds until you see the small light turn on. The battery lights should stay on when you press the button again.
- If you’re not seeing any lights, then charge your IQOS 2.4 PLUS by closing the lid and using the official IQOS AC Power Adaptor and cable for at least twenty minutes. However, to get your device brimming with power, we recommend your charge it up for seventy-five minutes.
- You’ll be able to tell when your device is fully charged because the battery status lights will turn off.
We’re all connected to different devices these days, so charging your device through your laptop is a handy way of making sure you have full power. But it’s useful to bear in mind that USB ports don’t offer the same level of power as an electrical outlet, so we’d always recommend the latter.
Resetting your IQOS 2.4 PLUS device
If your IQOS 2.4 PLUS 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 could be the answer
If you’re finding it difficult to draw on your HeatStick, 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 some-free experience you know and love.
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?
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 HeatStick, avoid twisting it.
If your device is damaged, let us know. Our Customer Care team will help you get your device up and running again or arrange for a replacement you’re not without your IQOS device for long.
Something we haven’t covered?
There are several ways you can reach us.
Use our live chat
Chat to our personal coaches in real time. They’re available every day from 9am to 6pm. Just give them a message and they’ll say hello within seconds.
Give us a ring
Sometimes you just want to hear a human voice. We get it. That’s why our phone support line connects you directly to an IQOS expert.