Any white light indicates that the IQOS 3™ device performs various operations, like charging, resetting, or if it is ready to use, fully charged, etc.
Any red light (steady or blinking) indicates that there is a device error.
Perform a reset and try again. Still no luck? Please, contact our Customer Care through Live Chat available on this page or Social Media channels Facebook and Twitter.
You can also email us: [email protected] or get in touch by phone: 900 152 015 (toll free number, M-F from 9am to 9pm, Weekends from 9am to 6pm - 1 hour less in Canary Islands) or ask for assistance at the nearest IQOS partner store.

Holder vibrations are activated in the following situations:
- At the start of the heating (once you press the IQOS 3™ Holder Button to start heating) - one vibration
- When the device is ready to be used: two vibrations
- When the experience is nearly complete (30 seconds prior the end of the usage): two vibrations

You can easily reset your IQOS 3 device by pressing and holding the Pocket Charger Button for 8 seconds and then releasing. Battery Status light will fade in, blink twice, and then progressively fade in to confirm a reset.

No, the new IQOS 3 Pocket Charger is not compatible with the previous versions.
If you insert the 2.4/2.4 Plus Holder into the IQOS 3 Pocket Charger, the Holder will not charge because of the different size.
The IQOS 3 Holder cannot be inserted into 2.4/2.4 Plus Pocket Charger because of the different size.

The IQOS 3 device does not require a full charge to work. If the IQOS 3 Pocket Charger is fully charged you may use the holder up to 20 times.
 

It takes approximately 120 minutes to fully charge the IQOS 3 Pocket Charger from an electrical outlet. Only charge IQOS 3 device using supplied AC Power Adaptor and USB cable.

Simply press your IQOS Pocket Charge button for one second. The LED lights will show the charge level – one light means your IQOS device has low battery and you need to charge it, four lights mean your device is more than 75% charged and ready to use.

IQOS 2.4 Plus is designed to work in a wide range of temperatures, but the optimal uses is when the device is used between 10℃ and 50℃ temperatures.

a. Holder light on the IQOS 2.4 PLUS 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 our Customer Care through Live Chat available on this page or Social Media channels Facebook and Twitter.
You can also email us: [email protected] or get in touch by phone: 900 152 015 (toll free number, M-F from 9am to 9pm, Weekends from 9am to 6pm - 1 hour less in Canary Islands) or ask for assistance at the nearest IQOS partner store.

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 Plus Pocket Charger is switched ON and has enough power
b. Place the Holder in the Pocket Charger and wait until it is fully charged (up to 4 minutes)
c. Ensure your Holder’s electric contact is clean
d. If none of the above works, perform a reset of your device
e. Still no luck? Please, contact our Customer Care through Live Chat available on this page, Social Media channels Facebook and Twitter;
Email: [email protected] or phone: 900 152 015 (toll free number, M-F from 9am to 9pm, Weekends from 9am to 6pm - 1 hour less in Canary Islands) or ask for assistance at the nearest IQOS partner store.

Holder vibrations are activated in the following situations:
- At the start of heating (once you press the Holder Button to start) 
- When it is nearly finished (30 seconds prior the end)  

You can easily do a reset of your IQOS 2.4 Plus device by simultaneously pressing and then releasing the Bluetooth and Power Buttons until all lights briefly blink.

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.

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.

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

Keep IQOS away from water, direct sunlight and/or heat.
Do not expose your IQOS device to extreme temperatures, as the battery or electronics may be damaged or significantly deteriorated.

If your IQOS device is not working, simply perform a reset. How to reset my device?
Still no luck? Please, contact our Customer Care through Live Chat available on this page, Social Media channels Facebook and Twitter;
Email: [email protected] or phone: 900 152 015 (toll free number, M-F from 9am to 9pm, Weekends from 9am to 6pm - 1 hour less in Canary Islands) or ask for assistance at the nearest IQOS partner store.

IQOS Holder and Pocket Charger are designed to be safe, as electronic devices, when used in accordance with the instructions in the User Guide.  
They both comply with the EU consumer electronic safety requirements indicated by the “CE" (European Conformity) symbols on the packaging.
For more information, please refer to the user's guide in your kit box or in the get support section.

No, the new IQOS 3 DUO Pocket Charger is only compatible with IQOS 3.
If you insert the IQOS™ 2.4+ Holder into the IQOS 3DUO Pocket Charger, the Holder will not fit because of different size.
If you accidentally insert the IQOS 3 DUO Holder in the IQOS™ 2.4+ Pocket Charger, the Pocket Charger lights will start blinking, however, the Holder won’t charge.

IQOS 3 DUO device does not require a full charge to work, however we recommend to fully charge the device before the first usage.
If the IQOS 3 DUO Pocket Charger is fully charged, you may use the Holder up to 20 times.
The Holder charging time is effective only if the IQOS 3 DUO Holder is fully charged the first time or after being fully depleted.