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Welcome to IQOS Troubleshooter

Please choose your device:

IQOS 3 DUO

The one with two lights on the holder
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IQOS 3

The one with one light on the holder
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IQOS 3 MULTI

The compact option
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IQOS 2.4 PLUS

The one with a golden on-button.
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Saturday to Sunday from 10.00 - 18.00

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Still have questions?

Choose your preferred way of contacting us.

Don’t worry, we’re not robots, and we all speak Danish and English.

Working hours:

Monday to Friday from 09.00 - 18.00

Saturday to Sunday from 10.00 - 18.00

live chat

Live Chat

Chat with an expert now: quickest response

CHAT NOW
Quickest response
faq

FAQ

Read frequently asked questions and their answers

FAQ
Get answers now
phone

Phone call

Speak to an IQOS expert for immediate answers

Quick response

IQOS 2.4 PLUS - Troubleshooting

  1. 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.

  2. If you don't see any lights, charge the pocket charger using the official IQOS AC Power Adaptor and cable*.

  3. 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.

CHARGE IQOS 2.4 PLUS video
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  1. If your IQOS 2.4 PLUS is charged, but still not working, the next step is to reset the IQOS 2.4 PLUS device.

  2. 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.

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  1. Does it feel difficult to draw on your HEETS 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.

  2. Cleaning your IQOS 2.4 PLUS regularly and with the right tools will not only ensure that you are getting the optimal real tobacco taste experience; but it can also solve some of the issues you may be experiencing with your IQOS 2.4 PLUS.

clean IQOS 2.4 PLUS Video
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  1. 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.

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  1. 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.

  2. 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.

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  1. 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.

  2. 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.

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IQOS 2.4 PLUS user manual

Download the IQOS 2.4 PLUS user manual here.

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Need support using your IQOS 2.4 PLUS?

Need support using your IQOS? How about some tips ? Learn more on how to use, clean, and charge your IQOS 2.4 PLUS, and find quick tips here.

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IQOS.com contains information about our smoke-free products and we need your age to make sure that you are an adult in Denmark, who would otherwise continue to smoke or use nicotine products. Our nicotine and tobacco products are not an alternative to quitting and are not designed as cessation aids. They are not risk free. They contain nicotine, which is addictive. Only for use by adults. Please visit the Important Information page on IQOS.com for further risk information.