It takes approximately 90 minutes to fully charge the IQOS 2.4 device from an electrical outlet. Only charge IQOS 2.4 device using the supplied AC Power Adaptor and USB cable.

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

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.

The red light, blinking or steady, on your Holder 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 Pocket Charger is switched ON and has enough power
b. Place the Holder in the IQOS 2.4 Pocket Charger and wait until it is fully charged (up to 5 minutes). 
c. Ensure your Holder’s electric contact is clean
d. If none of the above works, perform a reset of your device [link to how to reset question]
e. Still no luck? Please contact Customer Support [Market specific CSC phone number+ opening hours or any other relevant channel].

To join, you must be a legal-age smoker who would like to continue enjoying tobacco products and switch from cigarettes to IQOS and That’s it!

We know that some adult smokers find it challenging to convert to IQOS. That is why we encourage adult IQOS users to join our complimentary and effective QOACH program.
Your personal QOACH will be by your side to answer your questions via phone, email, instant messaging or video calls ― whichever you prefer. 
How does this program help? From deciding which type of HEETS tobacco sticks suits your taste preferences best, to explaining how to clean your device, to providing tips about IQOS whenever you need it, our highly trained QOACHES will accompany and motivate you every step of the conversion journey. 

If you would like to try IQOS for free, visit www.tryiqos.ch

a. Holder light on the IQOS 2.4PLUS 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 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 Customer Care 

EMAIL

Send us a message at: [email protected].

PHONE

0800 050 000
Monday - Friday: 08:00 – 20:00
Saturday - Sunday: 09:00 – 18:00

FACEBOOK

Have a question? Contact us on Facebook

SMS

Have a question? Contact us by SMS

IQOS 3 is designed to work in a wide range of temperatures, but HEETS tobacco stick tastes best when the device is used between 10℃ and 50℃.

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

1. Press Pocket Charger Button for 1 second (short press)
2. The Battery Status lights will turn on and indicate the level of charge