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FAQ

IQOS 2.4/2.4PLUS

How do I use IQOS 2.4 Device?

In order to experience the taste of tobacco without burning it, you must remove your IQOS Holder from the Pocket Charger and insert a tobacco stick. Then press and hold the Button for a few seconds, until the LED light starts flashing and remove your finger from the button. Once the light stops flashing, it is then ready to use. Without pressing any Buttons, take a puff like you would with your cigarette. The experience will last around 6 minutes or 14 puffs, whichever comes first and will also depend on how you use it. The harder you draw, the faster you will reach the end of your experience. When the green LED light turns red, you are coming close to the end of your experience and this means you have around two puffs left or 30 seconds. Only when the light switches off does this mean your experience has ended and you can now proceed to remove the tobacco stick.

How do I clean my IQOS 2.4 Device?

To clean, slide the Cap upward and remove completely. Insert the IQOS Cleaning Tool and rotate gently. To avoid breaking the Heater Blade employ a gentle circular motion when using the IQOS Cleaning Stick. Clean daily for optimal experience.

How do I use IQOS 2.4 Plus Device?

In order to experience the taste of tobacco without burning it, you must remove your IQOS Holder from the Pocket Charger and insert a tobacco stick. Then press and hold the Button for a few seconds, until you feel a vibration and the LED light starts flashing. Remove your finger from the Button. Once the light stops flashing, it is then ready to use. Without pressing any buttons, take a puff like you would with your cigarette. The experience will last around 6 minutes or 14 puffs, whichever comes first and will also depend on how you use it. The harder you draw, the faster you will reach the end of your experience. When you feel a 2nd vibration and the LED light starts flashing, you are coming close to the end of your experience and this means you have around two puffs or 30 seconds left. Only when the light switches off does this mean your experience has ended and you can now proceed to remove the tobacco stick. Follow the link to watch a video on how to use the IQOS 2.4 Plus Device: https://za.iqos.com/support/iqos-help/learn-more-2-4plus-kit. For more information on the IQOS 2.4 Plus click here: https://za.iqos.com/product/iqos-device/2-4plus-info

How can I check the charge level of the battery?

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 - 4 LEDs = device is fully charged

How long does it take to fully charge the device?

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

How long should I charge the IQOS Device before first use?

The Pocket Charger does not require a full charge to work, however we recommend fully charging the Pocket Charger before the first usage. It will take approximately 90 minutes and charging the holder within the Pocket Charger takes up to 4-5 minutes between each use of a tobacco stick. (Insert link on how to charge my device)

How do I charge my Holder?

The Holder can only be used once with each tobacco stick and needs to be recharged between each tobacco stick used. To correctly place the holder in the Pocket Charger, make sure the IQOS logo is at the top and facing in the direction of the Pocket Charger LED lights and Buttons. You will see the charging elements at the bottom of the Holder, which need to make connection within the bottom of the Pocket Charger in order to charge. The Holder should easily slip into the pocket charger. Please follow the link to watch a video on charging your IQOS Device: https://za.iqos.com/support/iqos-help/learn-more-2-4plus-kit

How do I clean my IQOS 2.4 Plus Device?

To clean, slide the Cap upward and remove completely. Insert the IQOS Cleaning Tool and rotate gently. To avoid breaking the Heater Blade employ a gentle circular motion when using the IQOS Cleaning Stick. Clean daily for optimal experience. Please follow the link to watch a video on cleaning your IQOS Device: https://za.iqos.com/support/iqos-help/learn-more-2-4plus-kit

Should I always fully charge my Pocket Charger battery?

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

How can I reset my IQOS device?

You can easily do a reset of your IQOS 2.4Plus device by simultaneously pressing and then releasing the Bluetooth and Power Buttons until all lights briefly blink. Please follow the link for more information on Troubleshooting: https://za.iqos.com/support/iqos-help/troubleshooting-2-4plus-kit

What do device vibrations mean?

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)

What does the red light on my Pocket Charger mean?

The red light on the Pocket Charger may indicate 1. A Holder malfunction. A slowly pulsing red light while charging means that the Holder battery is reaching the end of its life cycle. 2. The bottom light on the Pocket Charger Battery Status may indicate a Pocket Charger malfunction or device is outside its optimal operating temperature (10°C - 40°C). To resolve the issue, you may try the following: Step 1. Check that the IQOS 2.4Plus Pocket Charger is switched ON and has enough power. Step 2. Perform a reset of your device and make sure it is in the optimal temperature range. Please follow the link for more information on Troubleshooting: https://za.iqos.com/support/iqos-help/troubleshooting-2-4plus-kit Step 3. Still no luck? Please contact Customer Care on 0800 043 387 or contact us through one of our Social Media Customer Support pages at IQOS South Africa on Facebook and @iqos_support_za on Twitter (https://za.iqos.com/contact-us). Alternatively, ask for assistance at the nearest IQOS kiosk or stores: https://za.iqos.com/stores.

What does the red light on my Holder mean?

The red light, blinking or steady, on your Holder may indicate that: 1.The Holder is not charged 2.The Device is outside its optimal operating temperature (10°C - 40°C) 3.You pressed on the Holder button during usage 4.Holder malfunction To resolve the issue, you may try the following: Step 1. Check that the IQOS 2.4 Plus Pocket Charger is switched ON and has enough power Step 2. Place the Holder in the Pocket Charger and wait until it is fully charged (up to 4 minutes) Step 3. Physically clean your device Step 4. Ensure your Holder’s electric contact is clean Step 5. If none of the above works, perform a reset of your device Please follow the link for more information on Troubleshooting: https://za.iqos.com/support/iqos-help/troubleshooting-2-4plus-kit Step 6. Still no luck? Please contact Customer Support on 0800 043 387 or our social channels (https://za.iqos.com/contact-us) or ask for assistance at the nearest IQOS kiosk or stores https://za.iqos.com/stores.

What is the optimal IQOS device functioning temperature?

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

The Holder Cap does not close properly?

Check alignment between the Holder Cap and Heating button, if the problem persists, clean the Holder. Please follow the link for more information on Troubleshooting: https://za.iqos.com/support/iqos-help/troubleshooting-2-4plus-kit

The Pocket Charger Lid does not close?

Step 1. Check the Holder Cap closes properly. If not, please check the alignment between the Holder Cap and Heating button, if the problem persists, clean the Holder. Step 2. If Step 1 does not work, the Pocket Charger Lid Opening Button may be broken. Please follow the link for more information on Troubleshooting: https://za.iqos.com/support/iqos-help/troubleshooting-2-4plus-kit Still no luck? Please contact Customer Care. You can call us at the call center on 0800 043 387, email us at contact.za@iqos.com, or contact us through one of our Social Media Customer Support pages at IQOS South Africa on Facebook and @iqos_support_za on Twitter (https://za.iqos.com/contact-us). Alternativelty you can visit us at one of our IQOS kiosks or store https://za.iqos.com/stores

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