Do you have any questions?

Interested in learning more about our tobacco heating system,
or are you perhaps experiencing any issue?

Let us know.

IQOS ILUMA PRIME with tablet in hand.

Chat with us

Immediate support via IQOS LiveChat. Available weekdays from 8:00 – 22:00 or during the weekends and holidays 10:00 – 18:00.

IQOS livechat

IQOS ILUMA PRIME on the table in cafe shop.

Fix problems with online diagnostic tool

The light on your IQOS has turned solid red, or is blinking red? The IQOS user guide isn‘t providing the help you need? Simply launch the IQOS diagnostic tool to resolve the issue right away or, in the event of a warranty claim, have a direct replacement made.

Online diagnostic tool

No question is too small

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

Look through our FAQ

Use our live chat

Chat to our IQOS experts in real time.  They are available Monday to Friday 8:00 – 22:00 or during the weekends and holidays 10:00 – 18:00. Give them a message and they’ll say hello within seconds.  

Let's chat

Facebook us

We’re very social on our social media, so feel free to message us with any questions and we’ll get back to you in minutes. 

Our Facebook Page

Send us an email

Write to us. Our inbox is never too full.

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Frequently asked questions

Here are the answers to the most frequently asked questions.


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Store Locator

Find all IQOS Stores, Pop-Up Stores and IQOS Corner in your area.

To IQOS Store Locator

Device IQOS ILUMA on the table.

IQOS Support abroad

We are always available for you even on your travels.

International support