IQOS international assistance.
Everything you need to know about getting IQOS assistance abroad.
One-way journey to device support from wherever IQOS is sold.
Different place, some reliable technical and troubleshooting services while you're travelling or living abroad — even if your IQOS is registered elsewhere.
If your device is eligible under IQOS warranty, we'll get a free replacement to you as soon as possible.*
Register your device
Before travelling, ensure your IQOS and purchase receipt are added to your online profile in your home country.
Check tobacco and nicotine usage rules
Pre-check online or with the destination country's embassy if you're legally allowed to use your device and consumables.
Get support abroad
As per usual, visit the IQOS website of your country you're in, use the IQOS app, or go to a local IQOS Store.
*Please note that your IQOS device must be registered and within warranty for any replacement to be free of charge. The replacement duration is subject to weather, traffic and infrastructure conditions, natural disasters, or other significant circumstances.
Full support in over 65 countries.
Local support teams, in countries where IQOS is officially sold and supported, are ready to help you in multiple languages around the clock via phone, email, or live chat.
For international support, call 00800 2559 2559 (toll-free)
Note: Many countries have strict regulations or bans on tobacco products. Read our traveller's guide or get up-to-date information from the customs or official website of the destination country.
IQOS warranty remains in place wherever IQOS is sold.
Every device comes with an IQOS warranty* that you can claim under, globally.
What's covered:
Device malfunction: We'll fix factory faults occurring during the warranty period.
Faulty components: We'll replace defective parts or materials.
Your remaining warranty will be transferred if you upgrade or gift your IQOS to another adult user.
What's not covered:
Normal wear and tear, such as scratches and dents, etc.
Accidental damage on your part.
Theft or loss of your IQOS device.
Support for non-genuine parts.
*IQOS manufacturer warranty and support programmes are in addition and without prejudice to all rights and remedies provided by the law. Terms and conditions apply.
Other solutions to try abroad.
Fix device issues in minutes with our online tool, get help in-store, or simply upgrade firmware which may be all that's needed for optimal performance.
FAQs
To be eligible, your device must:
- Be a genuine IQOS product.
- Be registered in your home country.
- Still be within the warranty period (usually 12 months from purchase).
If these conditions are met, you can access support in any country where IQOS international assistance is available.
To get support, you can:
- Visit the IQOS website of the country you're in.
- Visit an IQOS Store or service centre.
Support agents will guide you through troubleshooting and, if needed, help you request a replacement.
Yes, device registration is essential to verify warranty status and eligibility. You can register your device:
- On the IQOS website
- Through the IQOS app
- At an IQOS Store or with a brand ambassador
You’ll typically need:
- Your registered IQOS account details
- The serial number of your device (found on the device or packaging)
- In some cases, your proof of purchase
Having these ready will speed up the support process.
IQOS aims to replace your device with the same model and colour, but this depends on local stock. If your exact model isn’t available, you’ll receive a compatible alternative that works just as well.
In many locations, replacements can be arranged within 24 hours, especially in major cities. However, delivery times may vary depending on:
- Local stock availability
- Your location (urban vs. rural)
- Local service hours
Yes, as long as your device is genuine, registered, and under IQOS warranty, you can receive support in in countries where IQOS is officially sold and supported. The support team will verify your device details and help you with troubleshooting or a replacement if needed.