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IQOS diagnostic tool

Let's fix your IQOS

Please select your device to see the relevant content

Which part of your device isn’t working?


IQOS VEEV contains a MESH heater that is in constant contact with the e-liquid for a consistent vaping experience.


IQOS 3 DUO provides you with two consecutive uses without the need to recharge.


Once this heated tobacco system is fully charged, enjoy 10 back-to-back, uninterrupted moments.


IQOS 3 is stylish and fits comfortably in your hands.


Our classic and most affordable device from the IQOS range.

IQOS 2.4

A great way to start your smoke-free journey.

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 Pocket Charger is turned on, by pressing the pocket chargers 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 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 on, 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? See video

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 problems you might be experiencing

Does it feel difficult to draw on your tobacco stick while using your IQOS 2.4 PLUS? Not getting enough aerosol when using your IQOS 2.4 PLUS? 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 Plus regularly and with the right tools can solve some of the issues you may be experiencing with your IQOS 2.4 Plus.


Is 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 temperature issues

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?

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 tobacco stick while it's in the holder. This movement can damage the heating blade and disrupt your IQOS 2.4 PLUS experience.

Contact us

For more information, have a look at our IQOS 2.4 PLUS User Guide

Download the IQOS 2.4 PLUS user manual here.



IQOS CARE PLUS - a service package for you to enjoy tailored support, coverage, and other additional benefits.


IQOS 2.4 PLUS learn more

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.


Still have questions?

Our dedicated Customer Care team is here for you Monday – Friday, 9AM – 6PM

IQOS Live Chat

Click here to start a conversation with our Customer Care team.


Get in touch via email and we'll reply as soon as we can.

IQOS Phone Support

Want to speak to our Customer Care team? Call us at 0800 810 433

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