Welcome to IQOS Care

Get support

First steps

Learn how to use, clean, and charge your device, and find quick tips.

Learn more

Self-diagnostics tool

Sometimes a quick fix is all it takes, let us help you troubleshoot your IQOS device.

Learn more

Rapid Replacement

With our rapid replacement service, you won't have to wait too long for a new device.

Learn more

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 send you a replacement*

* Service conditions, availability of replacement models and their components, replacement time may apply depending on the country. Terms and conditions apply.

Learn more

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 at official IQOS points of sale.

Professional Device Cleaning

​A clean device can make a difference. Professional cleaning service is available at official IQOS points of sale.

Got a question?
Find the answer in our FAQs

See FAQs

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.

Let's chat

No question is too small

Your question might have already been asked before. Browse our FAQs to see if there’s an answer,

Look through our FAQ

Give us a ring

Our support line connects you directly to Customer Care. We’re available daily from 10:00 to 22:00.

Get in touch

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.

Email us


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. 

Our Facebook Page

DM us

You will find more news and we are happy to answer all your questions on our official Instagram-page.

Our Instagram Page