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Devices for tobacco heating
IQOS ILUMA
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lil SOLID Ez
IQOS ILUMA Neon Purple
Your device might be out of power
- Press the button on your IQOS 2.4 PLUS Pocket Charger for one second. You should then see the lights turn on. If they don't, press and hold the button again for four seconds.
- Still not seeing any lights? Charge your Pocket Charger using the IQOS AC power adapter and cable.
- To see if your Holder is charged, press the button on your Pocket Charger when your Holder is inside. If the round light at the top of your charger appears, you’re all set and ready to go, but if the light is pulsing, then it’s charging. You can also remove the Holder and check to see if the light is on. If it is, then it's charged and ready to use.
Resetting your IQOS 2.4 PLUS
If your IQOS 2.4 PLUS is charged but not working, you might need to reset it. Press and hold the two buttons below the battery status light, then release. The lights will flash white to tell you the reset was successful.
A good clean could be the answer
Is the user experience of the IQOS 2.4 PLUS device different than before? Your device may need thorough cleaning. You can solve this by using an IQOS cleaning tool and cleaning sticks.
Regular cleaning of the IQOS 2.4 PLUS device with the right tools will ensure optimal taste of tobacco and solve other possible problems with the IQOS 2.4 PLUS device.
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 10° and 40° 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 tobacco stick, 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 with our personal coaches in real time, they’ll say hello as soon as possible.
Monday to Friday from 8 a.m. to 8 p.m.
Weekends and holidays from 10 a.m. to 6 p.m.
Discover IQOS Viber
Viber chatbot is available 24/7 and you can also contact IQOS experts.
Monday to Friday from 8 a.m. to 8 p.m.
Weekends and holidays from 10 a.m. to 6 p.m.
Send us a mail
Write to us if you need our help, our inbox is never too full.
Monday to Friday from 8 a.m. to 8 p.m.
Weekends and holidays from 10 a.m. to 6 p.m.
Give us a ring
For those who prefer calls, our IQOS agents can provide support on the phone.
Monday to Friday from 8 a.m. to 8 p.m.
Weekends and holidays from 10 a.m. to 6 p.m.
Facebook
Visit IQOS Facebook page and chat to an IQOS expert.
Monday to Friday: 8:00 - 20:00
Saturday to Sunday: 10:00 - 18:00
