FORGOT PASSWORD?


Continue with login
OR

IQOS diagnostic tool

Let's fix your IQOS

Please select your device to see the relevant content

IQOS 3.0 DUO

IQOS 3 DUO provides you with two consecutive uses without the need to recharge in between HEETS.
Select

IQOS Multi

Once this heated tobacco system is fully charged, enjoy 10 back-to-back, uninterrupted tobacco moments.
Select

IQOS 3.0

IQOS 3 designed to fit amazingly in your hands, it gives you hundreds of customization options to make it yours.
Select

IQOS 2.4 Plus

IQOS 2.4 PLUS is intended to sync with our Bluetooth app, to get you started with features such as device pairing, and much more.
Select

IQOS 2.4

The perfect start of journey from cigarettes towards a new level of tobacco enjoyment.
Select

If you are experiencing an issue with your IQOS 2.4 PLUS device, the first step is to check if it has been charged.

How to check if your IQOS 2.4 PLUS device is charged:

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.

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

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.

How to Charge IQOS 2.4 PLUS Video

Resetting Your IQOS 2.4 PLUS Device

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

Press the two buttons below the battery status lights simultaneously for 5 seconds then remove your fingers. After 2 seconds you will see that all lights will power on (white) then blink/ flash twice.

Cleaning Your IQOS 2.4 PLUS Device Can Solve a Number of Problems You Might Be Experiencing

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.

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.

How to Clean IQOS 2.4 PLUS Video

Is your IQOS 2.4 PLUS Holder not charging?

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.

IQOS 2.4 PLUS Temperature Issues

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.

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.

Does your IQOS 2.4 PLUS have a broken blade or other physical damage?

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.

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.

Contact us

IQOS CARE PLUS

Every IQOS experience is unique. So we developed IQOS CARE PLUS, a service package for you to enjoy tailored support, coverage, and other additional benefits. It's time to enhance your IQOS experience

LEARN MORE

IQOS 2.4 PLUS Learn More

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

LEARN MORE

Still have questions about IQOS?

We are here to help you across multiple channels

IQOS on Facebook

Visit our IQOS Facebook page
Available Monday to Friday from 8am to 7pm

IQOS SOUTH AFRICA

IQOS on Twitter

Get in touch with IQOS support on Twitter
Available Monday to Friday from 8am to 7pm

@iqos_support_za

IQOS Email Support

Send us your query
We will respond in 24 hours
Available Monday to Friday from 8am to 7pm

contact.za@iqos.com

IQOS FAQ

Find your answer online

Full FAQs available here

IQOS Phone Support

Want to speak to one of our IQOS support experts? No problem, call us at 0800 043 387
Available Monday to Friday from 8am to 7pm

Product added to cart

Your cart is empty

Find the IQOS that suits you best.

Compare models

DANGER: TOBACCO IS ADDICTIVE

Please enter your date of birth to confirm you are an adult user of nicotine or tobacco products.

CONFIRM

Sorry!
This website is intended only for users of nicotine or tobacco products who are over 18.

We Care

This website contains information about our smoke-free products and we need your age to make sure that you are an adult in South Africa 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 of this website for further risk information