Frequently Asked Questions
Find answers to frequently asked questions about IQOS technology, IQOS devices, orders, refunds, customer support and more.
Find answers to frequently asked questions about IQOS technology, IQOS devices,
orders, refunds, customer support and more.
Help on my IQOS Account
Learn how to solve common log-in errors and what to do if you forgot your password.
IQOS Account Registration
Find out how to register your IQOS account and why. Learn how to solve common registration errors.
How do IQOS models differ from each other?
Compare the similarities and differences among the IQOS devices.
What do the lights on my IQOS mean?
Find more information about what the lights on your IQOS device means. The different lights on your IQOS device indicate the status of the Holder and the Charger.
IQOS Device Resetting & Firmware Upgrade FAQs
Explore the steps on how to reset your IQOS device and why it’s important to upgrade your device firmware.
What should I do if my IQOS device is not working?
Find out what you can do if there’s a problem with your IQOS device and other quick device troubleshooting guide.
How to Clean my IQOS?
Learn how to properly and how often you should clean your IQOS devices. Read through common FAQs to find out more.
How to register my IQOS device?
Learn how to register your IQOS device from locating the device number to registering additional IQOS devices to your account.
What is my warranty with IQOS?
Find out if your IQOS or BONDS by IQOS device is under warranty and what is covered.
What are the IQOS Devices?
Explore the different generations and varieties of IQOS devices, compare and learn more.
Where to Buy IQOS and its Tobacco Sticks?
Find where to buy IQOS and its tobacco sticks with our easy guide and store locator.
What is IQOS?
IQOS is an innovative alternative to cigarettes. It heats real tobacco instead of burning it. Find out its difference from cigarette, vape, and e-cigarette.
Ordering Online & Delivery FAQs
Discover the available delivery options and its respective cut-off and delivery time for your orders.
How to Redeem and Troubleshoot IQOS Vouchers
Learn how to redeem your IQOS promo code for discounts and resolve all voucher entry issues. Get the most out of an IQOS voucher promotion.
IQOS Payment Options and Issues FAQs
Check out the IQOS payment options for your new IQOS device. Find all you need to know about IQOS payments.
IQOS Delivery FAQs
Learn what to do when your IQOS order is incomplete or damaged during delivery, how to receive your order, and how long delivery times are.
Troubleshoot Your IQOS Order FAQs
Find out how to change your delivery address of your order, how to amend your order and more with this list of FAQs on how to troubleshoot your IQOS order.
How do I check how many uses I have left with my IQOS?
Find out below on how you can check how many uses you have left or the charge level of the battery of your IQOS device.
How to charge IQOS?
Find more information about how to charge your IQOS device. Get answers to all your IQOS related questions.
Can I charge IQOS from other electronic devices using the charging cable?
Find out if charging cables from other electronic devices can be used to charge IQOS devices.
Why isn’t my IQOS device charging?
Find out how to troubleshoot charging issues on your IQOS device.
How long does IQOS take to charge?
Find more information about how long IQOS takes to charge. Get answers to all your IQOS related questions on IQOS.com.
TEREA Tobacco Sticks FAQs
Discover common questions about TEREA tobacco sticks, what to do when TEREA cannot be inserted to your IQOS device, and more.
BLENDS Tobacco Sticks FAQs
Discover common questions about BLENDS tobacco sticks, what to do when BLENDS cannot be inserted to your BONDS by IQOS device, and more.
HEETSTM Tobacco Sticks FAQs
Discover common questions about HEETSTM tobacco sticks, what to do when HEETSTM cannot be inserted to your IQOS device, and more.
Can I use cigarettes or tobacco sticks from other brands on an IQOS device?
Discover if IQOS devices can be used with tobacco sticks from other brands.
Want to chat?
We're here for you seven days a week, 8:00AM to 9:00PM.
Store locator
Find an IQOS store near you. Our IQOS coaches are more than willing to assist you.
Phone
Our phone line connects you directly to an IQOS Customer Care Agent. Call us at #983838.
