Use the new IQOS diagnostics tool

Our new IQOS self-diagnostic tool makes it easy and effortless to identify & fix the issue with your IQOS. Click here to launch the IQOS diagnostic tool.

You haven't registered your IQOS yet would still like some support? No problem! Try the troubleshooting options below.

Go to diagnostic tool

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

How to check if your IQOS PLUS device is charged:

Check that the IQOS 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 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 PLUS Video

Resetting Your IQOS PLUS Device

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

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.

Cleaning Your IQOS 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 PLUS? Not getting enough aerosol when using your IQOS 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 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 PLUS.

How to Clean IQOS PLUS Video

Is your IQOS PLUS Holder not charging?

If your IQOS 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 PLUS Temperature Issues

Do you see a red blinking light on your IQOS Pocket Charger or a red light on your IQOS PLUS Holder? This could be because your IQOS is too cold or too hot.

IQOS PLUS operates in a temperature range between 10° and 40° C. If the ambient temperature is low, try warming the IQOS 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 PLUS have a broken blade or other physical damage?

Check to see if your IQOS 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 PLUS Holder can damage the blade inside your IQOS PLUS Holder. Be careful not to exert force onto the blade when cleaning your IQOS 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 PLUS experience.

Contact us

For more information, have a look at our IQOS PLUS User Guide

Download the IQOS PLUS user manual here.

User Guide IQOS PLUS


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


IQOS PLUS Learn More

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


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