Care you can count on
First steps to start with your IQOS ILUMA PRIME
Learning to use IQOS ILUMA PRIME is easy. Learn how to use and charge your IQOS ILUMA PRIME, and find quick tips.
Self-diagnose your IQOS ILUMA PRIME
Sometimes a quick fix is all it takes. Let us help you troubleshoot your IQOS ILUMA PRIME device.
Rapid replacement
If you are entitled for replacement, with our rapid replacement service you won’t have to wait too long for a new device to arrive without having to leave your home
International assistance
Get support on holiday or a business trip. We’re only ever just a call away.
Firmware Upgrade
We’re always improving the technology that goes into your device. To make sure you continue to get the very best experience update your device to the latest firmware.
First steps with IQOS ILUMA
Learning to use IQOS ILUMA is easy. Learn how to use and charge your IQOS, and find quick tips.
Self-diagnose your IQOS ILUMA
Sometimes a quick fix is all it takes. Let us help you troubleshoot your IQOS ILUMA device.
Rapid replacement
If you are entitled for replacement, with our rapid replacement service you won’t have to wait too long for a new device to arrive without having to leave your home
International assistance
Get support on holiday or a business trip. We’re only ever just a call away.
Firmware Upgrade
We’re always improving the technology that goes into your device. To make sure you continue to get the very best experience update your device to the latest firmware.
First steps with your IQOS ILUMA ONE
Learning to use IQOS ILUMA ONE is easy. Learn how to use and charge your IQOS, and find quick tips
Self-diagnose your IQOS ILUMA ONE
Sometimes a quick fix is all it takes. Let us help you troubleshoot your IQOS ILUMA ONE device.
Rapid replacement
If you are entitled for replacement, with our rapid replacement service you won’t have to wait too long for a new device to arrive without having to leave your home
International assistance
Get support on holiday or a business trip. We’re only ever just a call away.
Firmware Upgrade
We’re always improving the technology that goes into your device. To make sure you continue to get the very best experience update your device to the latest firmware.
Troubleshooting
Sometimes a quick fix is all it takes, let us help you to troubleshoot your IQOS device.
Rapid replacement
If you are entitled for a replacement, with our rapid replacement service you wont’ have to wait to long for a new device.
International Assistance
If you are on a holiday or travelling for work in a country where IQOS is available and your device is damaged under guarantee, let us know and we'll make you a replacement*
* Service conditions, availability of replacement models and their components, replacement time may apply depending on the country.
Firmware upgrade
Using IQOS with the latest firmware helps to maintain the stable functionality of the device.
In order to check the firmware version on your device and update, if necessary, follow the link below or contact the official IQOS stores.
Something we haven’t covered?
There are several ways you can reach us.
Use our live chat
Chat to our Customer Care team in real time. We’re available every day from 10:00 to 22:00.
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We’re very social on our social media, so feel free to message us and we’ll get back to you as soon as we can.
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DM us
You will find more news and we are happy to answer all your questions on our official Instagram-page.
Send us an Email
Write to us. Our inbox is never too full. We'll try to get back to you within the next 24 hours.
No question is too small
Your question might have already been asked before. Browse our FAQs to see if there’s an answer.
Give us a ring
Our support line connects you directly to Customer Care. We’re available daily from 10:00 to 22:00.
