Frequently Asked Questions
Is using IQOS safe or risk-free?
No. While switching completely to IQOS presents less risk to your health, IQOS is not risk-free and delivers nicotine, which is addictive. The best option is to quit tobacco and nicotine use altogether. However, switching completely to IQOS is a better choice than continuing to smoke.
Is nicotine harmful?
Nicotine is addictive. However, it is not the main cause of smoking related diseases. IQOS delivers nicotine in a comparable way to cigarettes. Our clinical studies show that the amount and rate of nicotine absorbed when using one tobacco stick with IQOS is comparable to that of smoking one cigarette.
What is the totality of evidence you refer to when claiming that switching to IQOS presents less risk than continued smoking?
The totality of evidence includes PMI’s clinical data (we conducted 10 clinical studies with thousands of participants in the US, UK, Japan and Poland), aerosol chemistry, and data from 18 nonclinical studies. The totality of evidence demonstrates that switching completely to IQOS, while not risk-free, presents less risk of harm compared with continuing to smoke cigarettes.
How do you measure the number of IQOS users?
We use PMI Financials or estimates, IQOS user panels and PMI Market Research. The number of total users we report refers to IQOS users for whom PMI HeatSticks represent at least 5% of their daily tobacco consumption over the past 7 days, while the number of people we estimate have completely quit cigarette smoking refers to IQOS users who have completely quit cigarettes and for whom PMI HeatSticks represent at least 70% of their past 7-day heated tobacco consumption.
What are the benefits of registration?
By registering, you will receive the best in class customer care, and our support to your full transition to smoke-free alternatives.
How can I change my IQOS account email?
In order to change your account email address, you need first to login and visit your account page. There you will find the guidance needed to change your email.
How to Register your IQOS Device?
You can register yourself and your device as a new customer with the IQOS database in our official IQOS Stores, on iqos.com or by asking for support from our customer care by calling the free number 0800 15155.
Please use the same e-mail address for registration that you used when you made the purchase.
How do I change my IQOS account password?
In order to change your password, you need first to login and visit your account page. There you will find the guidance needed to change your password.
What should I do if my IQOSTM device is not functioning?
If your IQOSTM device is not working, simply perform a reset (under Support section). Still no luck? Please contact Customer Care:
By phone: 080015155, Mon – Sat 09:00 - 21:00, Sun 10:00 – 18:00
By email: contact.xk@iqos.com
Other channels: Visit the nearest Store & Care Point.
Does my IQOSTM have a warranty?
Yes. In case of nonconformity of the purchased IQOSTM device, you are entitled to a legal warranty starting from the purchase date.
How do I contact Customer Support?
We are always here for you and at your disposal through different platforms. You can always contact us at:
Our free Customer Support line: 080015155
Live Chat at IQOS.com
Email: contact.xk@iqos.com
What do I do if I have an issue with my device?
You can immediately call us on our free customer support line: 080015155. Our IQOS experts will contact you promptly and find the safest way to assist you.
How does IQOS ILUMA i & IQOS ILUMA i PRIME work?
IQOS ILUMA i PRIME uses our SMARTCORE INDUCTION SYSTEMTM to heat tobacco without burning it. Simply insert a SMARTCORE STICKTM into the bladeless Holder, which heats and provides an experience with no smoke, no ash, and no cleaning. IQOS ILUMA i PRIME offers up to 20 uses per full charge. You can enjoy up to 3 consecutive uses from a fully charged Holder (in Performance Mode without a pause) with each experience lasting up to 6 minutes or 14 puffs, whichever comes first. Each session starts with a 20-second preheating period to ensure optimal performance.
How does IQOS ILUMA i ONE work?
The bladeless IQOS ILUMA i ONE uses our SMARTCORE INDUCTION SYSTEMTM to heat tobacco without burning it. Simply insert a SMARTCORE STICKSTM into the device, which heats the tobacco stick at its core to provide a smoke-free experience with authentic tobacco taste, no ash, and no cleaning. IQOS ILUMA i ONE offers up to 20 consecutive uses from a full charge. Each experience lasts up to 6 minutes or 14 puffs (whichever comes first), and you may gain 4 extra puffs*, depending on your usage patterns. Each session starts with a 20-second preheating period to ensure optimal experience. *FlexPuff is designed to work with SMARTCORE STICKSTM. Activation and number of puffs depend on individual usage patterns, thus extra puffs might not apply to all adult consumers and/or experiences.