IQOS 2.4 PLUS FAQs

IQOS 2.4 is designed to work in a wide range of temperatures, but HEETS tobacco stick tastes best when the device is used between 10℃ and 40℃. 

What does the red light on my Pocket Charger mean?

a. Holder light on the IQOS 2.4 PLUS Pocket Charger indicates a Holder malfunction. A slowly pulsing red light while charging means that the Holder battery is reaching the end of its life cycle. 
b. The bottom light on the Pocket Charger battery status indicates a Pocket Charger malfunction or that the device is outside its optimal operating temperature (10°C - 40°C).

Please perform a reset of your device and make sure it is in the optimal temperature range.

Still no luck? Please contact our IQOS Care Team (via telephone: 0800 90 10 91, available Monday-Sunday, 9 am - 9 pm; via e-mail: [email protected]) or ask for assistance at the nearest IQOS Partner Store.

The red light on your Holder, blinking or steady, may indicate that:
- Holder is not charged
- Device is outside its optimal operating temperature (10°C - 40°C) 
- You pressed on the Holder button during usage
- Holder malfunction

To resolve the issue, you may try the following:
a. Check that the IQOS 2.4 PLUS Pocket Charger is switched on and has enough power
b. Place the Holder in the Pocket Charger and wait until it is fully charged (up to 4 minutes)
c. Ensure your Holder’s electric contact is clean
d. If none of the above works, perform a reset of your device (Go to section: "How to reset my IQOS?")

Still no luck? Please contact our IQOS Care Team (via telephone: 0800 90 10 91, available Monday-Sunday, 9 am - 9 pm; via e-mail: [email protected]) or ask for assistance at the nearest IQOS Partner Store.

You can easily reset your IQOS 2.4 device by simultaneously pressing for 3 seconds the Holder Heater Blade Cleaning and Power buttons until all lights briefly blink.

It takes approximately 120 minutes to fully charge the IQOS 2.4 PLUS Pocket Charger from an electrical outlet. Only charge the IQOS 2.4 PLUS device using the supplied  IQOS™ Power Adaptor and  IQOS™ USB Cable.

You can easily check the charge level by following these simple steps: 

1. Press for 1 second the ON/OFF button 
2. The LEDs will turn on and indicate the level of charge:
- 1 LED = low charge level
 

Holder vibrations are activated in the following situations:
- At the start of heating (once you press the Holder Button to start) 
- When the experience is nearly complete (30 seconds prior the end)  
 

The IQOS device does not require a full charge to work. If the IQOS 2.4Plus Pocket Charger is fully charged you may use the holder for up to 20 times.