Most frequently asked questions about IQOS

HeatControl Technology

IQOS is an alternative for adult smokers who would otherwise continue to smoke and want to enjoy real tobacco taste without many of the inconveniences of cigarettes, such as ash or smoke. It’s not for people who have quit smoking or have never smoked. 

IQOS is our most advanced smoke-free product that uses sophisticated electronics to heat tobacco instead of burning it to release a flavourful vapour that contains nicotine. 

IQOS and HEETS tobacco sticks are not for people under 18 years old.  Please see the Important Information for more details

No.  IQOS is not a device intended to help you quit smoking. If you’re thinking about the health effects of smoking, your best option is to quit tobacco altogether.
No, IQOS doesn’t produce smoke because it doesn’t burn tobacco. It generates a tobacco vapour - this is what you see when you use your IQOS. 

    IQOS is a better alternative to smoking because it heats tobacco instead of burning it. It gives you a real tobacco taste without fire, ash or cigarette smoke, and less smell than cigarettes. 

IQOS emits on average 95% lower levels of harmful chemicals compared to cigarettes.* Switching completely to IQOS presents less risk to your health than continuing to smoke. 

 

Important information: It does not necessarily equal a 95% reduction in risk. IQOS is not risk-free. IQOS is not risk-free. It delivers nicotine, which is addictive. 

* Compared to the smoke of a reference cigarette (3R4F).  It does not necessarily equal a 95% reduction in risk. 

If you’re thinking about the health effects of smoking, your best option is to quit tobacco and nicotine altogether.

No, you can’t. Your IQOS device has been designed to work exclusively with HEETS tobacco sticks, and vice versa. By using both together, you can enjoy the scientifically-proven benefits of IQOS.

No. IQOS is not risk free.  IQOS emits on average 95% lower level of harmful chemicals compared to cigarettes*.  Switching completely to IQOS is less harmful that continuing to smoke. If you’re thinking about the health effects of smoking, your best option is to quit tobacco and nicotine altogether.

Important information: It does not necessarily equal a 95% reduction in risk. IQOS is not risk-free. IQOS is not risk-free. It delivers nicotine, which is addictive.

* Compared to the smoke of a reference cigarette (3R4F).  It doesn’t necessarily equal a 95% reduction in risk.

You should always respect the rules of the place you’re in, and use common sense when using IQOS around other people, including children under the age of 18. You can use IQOS in some indoor public places if you see the ‘IQOS friendly place’ sign.

If you’re travelling on a plane, you should ask permission from airline staff before using IQOS – most airlines currently don’t allow you to smoke or use tobacco alternatives on their aircraft.

The make up of IQOS aerosol is significantly different from cigarette smoke. 

Our friendly Customer Care team are always happy to help:

- through live chat on iqos.com: https://www.iqos.com

- by email: contact.kg@iqos.com

- by phone: 1848

Get to know your IQOS

The IQOS Holder and Pocket Charger are designed to be safe electronic devices, when you follow the instructions in the User Guide.  

They both comply with the EU consumer electronic safety requirements, shown by the “CE" (European Conformity) symbols on the packaging. You’ll find more details in the User Guide.

If your IQOS device isn’t working, you can reset it. Also check out our troubleshooting page.

Still no luck? We’re here to help - get in touch with our Customer Support on 1848

Keep your IQOS device away from water, direct sunlight and heat.

We suggest you don’t leave your IQOS device for extended periods of time in a hot place, such as inside a car, as this could damage the battery or electronics inside.

Cleaning your Device

It’s easy to clean your IQOS Holder and cap:

To clean your IQOS Holder:

• Prepare 

1. Switch off your IQOS Holder.

2. Wait for at least 30 seconds for the blade to cool down.

3. Remove the cap.

4. Slide open your IQOS Cleaning Tool and check that it’s free from particles and not damaged. 

• Insert

• Gently insert the IQOS Cleaning Tool without twisting, until it touches the bottom of the heating chamber.

• Clean 

1. Gently twist the IQOS Cleaning Tool two or three times.

2. Stop twisting and remove the Cleaning Tool straight from the Holder.

3. Gently tap the Holder and the Cleaning Tool to remove any tobacco residue.

• Finish 

1. Insert the IQOS Cleaning Stick into the chamber.

2. Please don’t push or hit the Stick against the blade.

3. Please don’t try to clean the blade. 

4. If the IQOS Cleaning Stick is blocked, don’t force it. Use the Cleaning Tool to help unblock it.

 

To clean your IQOS cap: 

1. Use the IQOS Cleaning Sticks to clean the inside of the cap from the top.

2. To clean the bottom of the cap:

a. Insert the IQOS Cleaning Tool until it touches the bottom.

b. Gently twist the IQOS Cleaning Tool two or three times. 

c. Then stop twisting, and gently tap both the cap and the IQOS Cleaning Tool to remove any tobacco residue.

Gently tap the IQOS Cleaning Tool on a surface and use a cloth to get rid of the residue.

Please don’t clean it with water as the humidity could damage the electronics in your IQOS device next time you clean it.

To get the best IQOS experience, we recommend cleaning your IQOS device with IQOS Cleaning Tools once a day – but of course, you can clean it more often if you like.

IQOS 3 DUO Device

The new IQOS 3 DUO has our fastest and most powerful Holder yet.

We’ve designed it around your needs to help you enjoy your IQOS moments your way. You can now enjoy two consecutive uses without needing to recharge. And when you do need to recharge, its faster charge time means you can spend more time enjoying your experience. (As long as it’s fully charged, it’s at least 2 minutes and 20 seconds faster than the IQOS 2.4 PLUS, and at least 1 minute 40 seconds faster than the IQOS 3*.)

It also has the IQOS ProtectPlus System built in, for better protection and reliability, as well as a NFC chip which makes registering your device and accessing your IQOS account easier than ever.

*provided IQOS 3 DUO Holder is fully charged the first time or when fully depleted; and applicable for charging IQOS 3 DUO Holder from 0 to 1 use. It may depend on conditions of use, on battery lifecycle, weather conditions and device usage

Simply press your IQOS Pocket Charger button for one second. The LED lights will show the charge level – one light means your device has low battery and you need to charge it, four lights mean the device is more than 75% charged and ready to use.
It takes approximately 120 minutes (two hours) to fully charge your IQOS 3 DUO Pocket Charger from an electrical outlet, using the IQOS AC Power Adaptor and USB cable.

Your IQOS 3 DUO device doesn’t need to be fully charged to work but for the best experience, we recommend you fully charge the device before you use it for the first time. 

If your IQOS 3 DUO device is fully charged, you can use it up to 20 times before you need to recharge.

No, the new IQOS 3 DUO Pocket Charger is not compatible with previous IQOS versions.

If you insert the IQOS 2.4 PLUS Holder into the IQOS 3 Pocket Charger, the Holder won’t fit because they’re different sizes.

If you accidentally insert the IQOS 3 Holder into the IQOS 2.4 PLUS Pocket Charger, the Pocket Charger lights will start blinking, but the Holder won’t charge.

Make sure you always charge your IQOS 3 Holder with the IQOS 3 Pocket Charger.

You can use the IQOS AC Power Adaptor from your previous IQOS devices. But the IQOS 3 DUO USB cable has a USB-C port, which is different from the IQOS 2.4 PLUS so please make sure you always use the right cable.

Press and hold your IQOS Pocket Charger button for 10 seconds (until the lights fade out) then release it. 

All the status lights will turn off, blink three times, and then progressively fade in to confirm the reset..

There are two ways to check how many uses you have left: 

On the IQOS Holder

Press and release the button on your IQOS  Holder:

• Two lights mean it’s ready for two uses

• One light means it’s ready for one use

• No light means the Holder isn’t charged.

 

On the IQOS Pocket Charger

Press and release the Pocket Charger button:

• Two lights mean it’s ready for two uses

• One light means it’s ready for one use

* If you use the IQOS 3 DUO Holder in the IQOS 3 Pocket Charger, you might need to upgrade your IQOS 3 Pocket Charger firmware so it can tell you when the Holder is ready to be used once.

The IQOS 3 DUO lets you enjoy two consecutive uses before needing to recharge.

Once you’ve finished your first use, there’ll be one light  to show you have one more use left. If you’d like the second use right away, your IQOS Holder is instantly ready for you.

If you don’t need the second use right away, simply put your IQOS Holder back in the Pocket Charger for a quick recharge to give you two uses again. 

• One vibration means it’s starting to heat up (after you’ve pressed the Holder button to start).

• Two vibrations mean it’s ready to use.

• Two more vibrations mean your experience is nearly over (it’ll vibrate 30 seconds before the end).

Your IQOS 3 DUO device is designed to work in a wide range of temperatures, but HEETS tobacco sticks taste best when you use the device between 0℃ and 50℃. 

NFC stands for near-field communication (NFC). It allows two electronic devices - like your IQOS device and your phone - to communicate when you bring them within 4cm of each other.

Your IQOS device has NFC built in to make it even easier to access your account with quick and easy device registration, and straightforward instructions to help you learn how to use  your IQOS device. With just one tap you can find your nearest IQOS store, contact our Customer Support, access the IQOS online store and enjoy other conveniences .

If your phone has an NFC chip, switch on the NFC functionality in your phone’s settings menu.

The two devices will connect automatically when you bring them close to each other (less than 4cm apart) and IQOS.com will open. 

You can register your device in a few ways:

1. On website

- Register on our website.

- In My account choose My devices, then click on add a device.

- Scan the QR code that’s in the device instruction manual using the camera on your smartphone to open the IQOS registration page.

- Take a picture of the label on the packaging to capture your device’s serial number.

- Fill in your details and click to register. And you’re done! 

2. Contact our Customer Care Team: 

- Call us on 1848.

- Please be ready to give the code placed on the box to our specialist.

Program Support

We know trying something new can be a challenge, but we’re here to make switching to  IQOS easy and enjoyable. When you choose IQOS, you’ll get your own personal coach – they’ll be by your side to get you started with your IQOS device and answer your questions via phone, email, instant messaging or video – whatever you prefer. It’s completely free.  

From deciding which type of tobacco sticks suits your taste preferences best to explaining how to clean your IQOS device, to sharing tips whenever you need them, our highly trained IQOS Coaches accompany and motivate you at every step of your journey. 

Get in touch with our Customer Support on 1848.
To join, you must be a legal-age smoker who would like to continue enjoying tobacco products and switch from cigarettes to IQOS. That’s it!

Warranty

All devices purchased at official points of sale are subject to a warranty (12 months from the date of purchase).
Provided that the device is used in accordance with the User Manual, all IQOS elements have a manufacturer's specified life of 12 months from the date of purchase.
In case of problems with your device, please contact our support service on 1848, and we, together with our agents, will find the most suitable solution to replace your device. Within the scope of warranty cases, we offer a replacement service completely free of charge. More information on replacements can be found by calling number 1848 or at any official point of sale. 
You can get diagnostics and service at points of sale or contact the Support Service at number 1848

Returns and Refund

 The return of the device is carried out subject to the preservation of the completeness of the Goods and the coincidence of its serial number. To determine the possibility of returning your device, you can contact the Support Service at number 1848 or at an official point of sale.
No, devices purchased online cannot be returned to a physical store. You can return an item purchased online within 14 days from the date of purchase to the online store from which you purchased your device. Refunds will take up to 10 business days under our return policy. If you have any questions regarding the conditions for returning the goods, you can contact the Support Service of the online store or call 1848.
After a successful return of the device, the refund will take up to 10 business days.
Refunds can be made without a sales receipt after checking the data with our accounting database. Depending on the time period between the date of purchase and the date of return, your device must meet the return policy. For more information, you can contact the Support Service at number 1848 or any official point of sale.

Online Account and Registration

Registration in our base will allow to you receive help from IQOS Coach, support being abroad, get diagnostics and any other support services

You can register your device in a few ways:

1. On website

- Register on our website.

- In My account choose My devices, then click on add a device.

- Scan the QR code that’s in the device instruction manual using the camera on your smartphone to open the IQOS registration page.

- Take a picture of the label on the packaging to capture your device’s serial number.

- Fill in your details and click to register. And you’re done! 

2. Contact our Customer Care Team: 

- Call us on 1848.

- Please be ready to give the code placed on the box to our specialist.

This product is not risk free and provides nicotine, which is addictive. Only for use by adults. That is why it is very important for us to be sure you are above 18.

You can register your device in a few ways:

1. On website

- Register on our website.

- In My account choose My devices, then click on add a device.

- Scan the QR code that’s in the device instruction manual using the camera on your smartphone to open the IQOS registration page.

- Take a picture of the label on the packaging to capture your device’s serial number.

- Fill in your details and click to register. And you’re done! 

2. Contact our Customer Care Team: 

- Call us on 1848.

- Please be ready to give the code placed on the box to our specialist.

You can reset the password in a few ways:

- On our website, by choosing "Forgot Password"

- Contact Customer Care Team at 1848

You can restore account name by contacting Customer Care Team at 1848

You can delete your account in a few ways:

1. On our website

- Enter your personal account, choose My details section

- Click on "Delete your account", then click on "Yes" to confirm the action

2. Contact our Customer Care Team: 

- Call us on 1848

- Please be ready to tell your account details to our specialist

We take privacy seriously. We will use information about you only in accordance with applicable data protection laws. Click on “find out more”  to find out who we are, what information about you we collect, and what we do with it.  https://pmiprivacy.com/en/consumer

Yoy can unsubscribe in a few ways:

1. On our website

- Enter your account, My preferences section

- Untick the box Marketing communications. It's done!

2. Contact Customer Care team calling us at 1848, email on contact.kg@iqos.com, text us in live chat

- Ask our Customer care specialist to unsubscribe you

- Please be ready to tell your personal account details

- Done. Our specialist unsubscribed you.

For any additional questinons, please contact our Customer Care team:

- call us at 1848

- email us on contact.kg@iqos.com

- text us on live chat

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