Frequently Asked Questions
IQOS is a heat-not-burn device that heats tobacco to a lower temperature (less than 350°C) compared to cigarettes, ensuring that combustion does not occur. Because there is no combustion, IQOS does not produce smoke and leaves less smell compared to cigarettes.
IQOS generates a tobacco aerosol that brings you a high-quality tobacco taste experience with 95% less harmful chemicals compared to cigarettes*. It does not necessarily equal a 95% reduction in risk. IQOS is not risk-free.
* “95% less” represents the average reductions in levels of a range of harmful chemicals (excluding nicotine) compared to the smoke of a reference cigarette (3R4F). See Important Information on IQOS.com
You can buy the IQOS device at any official IQOS kiosk or authorised re-seller which you can find on our Store Finder feature. Find your nearest IQOS kiosk.
There is a limit to the number of IQOS device kits that an adult smoker can buy per year. This rule has been put in place because there are limited quantities of IQOS devices available and, as a result, to help ensure that all adult smokers who would like to buy an IQOS device have the opportunity to do so.
The maximum amount is 10 devices per calendar year (that is, 1 January to 31 December of each year) and purchase counters are reset at the beginning of each new year.
You can visit your nearest IQOS kiosk or call 0800 043 387 to find out.
No, one of the main differences between IQOS and e-cigarettes, or vapes, is that IQOS is used with HEETS tobacco sticks, which contain tobacco. IQOS provides real tobacco taste and satisfaction. E-cigarettes heat a liquid.
E-cigarettes and heated tobacco products have one very important thing in common: they can provide an alternative to adult smokers who would otherwise continue smoking cigarettes or using other nicotine products. These smoke-free products eliminate combustion which occurs when tobacco burns, like when a cigarette is lit.
IQOS is designed to work in a wide range of temperatures, but the tobacco stick tastes best when the IQOS 3.0 and IQOS Multi is used at temperatures between 0℃ and 50℃ and the 2.4 and 2.4 Plus between 10℃ and 40℃. Keep IQOS away from water, direct sunlight and/or heat. Do not leave the Device for a long time in a hot place such as inside a car as the lithium-ion battery or electric circuit board may be damaged, or significantly deteriorated.
The IQOS Device is designed to be used with safety in mind, on the condition that it is operated in accordance with the instructions in the manual. Caution and care must be exercised when using or maintaining any personal electronic product. The IQOS Device and accessories have passed all regulations as specified by the relevant authorities (as measured through the relevant procedures) and meets the technical requirements of all propagated technical regulations.
Step 1: Physically clean your Device
Step 2: Check the battery contact areas for any residue
Step 3: Check your faulty component with a working
Device
Step 4: Perform a soft reset
Step 5: If steps 1-4 do not work, please contact us at the call center on 0800 043 387, by email at contact.za@iqos.com, or contact us through one of our Social Media Customer Support pages at IQOS South Africa on Facebook and @iqos_support_za on Twitter Contact us.
Alternatively, you can visit one of our IQOS kiosks or stores where they will perform device diagnostics.
When your Device is faulty you are welcome to inform us at the call center on 0800 043 387, by email at contact.za@iqos.com, or contact us through one of our Social Media Customer Support pages at IQOS South Africa on Facebook and @iqos_support_za on Twitter. Alternatively, you can visit one of our IQOS kiosks where they will perform device diagnostics IQOS kiosks or stores or please click here to contact us.
In cases where you are experiencing a possible Device malfunction, you will be entitled to a replacement during your warranty of the Holder or Pocket Charger, whichever might be experiencing an issue. Under the warranty, you will be entitled to a replacement within the first 12 months of purchase. The warranty is activated automatically upon registration. Alternatively you can register with our call centre on 0800 043 387, or at any one of our IQOS kiosks or stores or please click here to contact us.
Keep IQOS away from water, direct sunlight and/or heat. Do not leave IQOS device for extended period of time in a hot place, such as inside a car, as the battery or electronics may be damaged or significantly deteriorated.
Should your IQOS Device get wet, please do not use it, as moisture can cause damage to the IQOS Device. Please make sure that the IQOS Device is completely dry before you use it.
Yes. You can recharge the IQOS Pocket Charger with the IQOS Holder both in or out.
You can easily clean your IQOS™ Holder and Cap in few steps: IQOS Holder: • Prepare 1. switch off your IQOS Holder 2. wait for at least 30 seconds to cool down the blade 3. remove the cap 4. slide open your IQOS Cleaning Tool and check if it is not deformed and free of particles • Insert 1. with a straight and gentle gesture, insert the IQOS Cleaning Tool till it touches the bottom of the heating chamber 2. do not twist yet • Clean 1. without any further pushing pressure, gently twist IQOS™ Cleaning Tool 2-3 times 2. stop twisting, and extract the Tool straight from the Holder 3. gently tap the Holder and the Cleaning Tool to remove the tobacco residuals • Finalize – use the IQOS™ Cleaning Sticks as a finishing touch.
1. insert the IQOS™ Cleaning Stick straight along the chamber
2. do not push or hit against the blade
3. do not attempt to clean the blade
4. in case IQOS™ Cleaning Stick is blocked, do not force. Simply use again the IQOS Cleaning Tool and repeat the above steps.
IQOS Cap:
1. Clean the inside of the IQOS™ Cap from the top with the IQOS™ Cleaning Sticks
2. Clean the bottom of the Cap with the IQOS™ Cleaning Tool:
a. Insert the IQOS™ Cleaning Tool till it touches the bottom of the Cap
b. Without extra push, gently twist the IQOS™ Cleaning Tool 2 - 3 times
c. Stop twisting, and gently tap both the cap and the IQOS™ Cleaning Tool to remove tobacco residuals.
Gently tap the IQOS™ Cleaning Tool on a surface and use a cloth to get rid of the residues. Do not clean it with water to avoid any humid contact with the electronics of the IQOS™ Holder.
To ensure the flavour and consistency of tobacco sticks, the IQOS Holder must be kept clean. Automatic cleaning of the IQOS Holder Heating Blade occurs after every 20 sessions. In addition to this, we recommend to carry out manual cleaning of the IQOS Holder after every 20 tobacco sticks used or once a day, whichever comes first. Always ensure that the Holder is cool when cleaning with the Cleaning Brushes.
The tobacco stick cannot just be pulled out as this will leave the tobacco behind in the holder. To properly remove the tobacco stick, lift the Cap by pulling it upwards and away from the bottom part of the holder. Do not press any buttons when lifting the cap. The Cap only needs to be released, not fully removed and then you remove the tobacco stick from the Holder. Pop the Cap back into place, without twisting and replace into the Pocket Charger to ensure it charges before you can use it again. Once a tobacco stick has been heated, you will not be able to use it again and need to discard it. Even if you stopped the experience before it was fully completed, you will not be able to reuse the already heated tobacco stick.
To remove the tobacco stick, slide the Cap upwards, then remove the used tobacco stick. If the tobacco plug is stuck in your Cap, remove by gently tapping the Cap on a hard surface to extract the tobacco plug, or by using a Cleaning Pin.
During the usage, normally, no. The Device will start the experience if it has enough energy for at least one experience. It will not start if there is not enough power for one experience.
If you puff rapidly, the duration will be shorter as the Holder is designed for 6 minutes or 14 puffs, whichever comes first. Try to pace yourself between puffs. When you activate the Holder, wait for the solid white light before using it, you can then use a tobacco stick for 6 minutes or 14 puffs, whichever comes first. If you are still having problems it might be time to replace your Holder as the battery may have reached its end of life cycle. Please contact Customer Care. You can call us at the call center on 0800 043 387, email us at contact.za@iqos.com, or contact us through one of our Social Media Customer Support pages at IQOS South Africa on Facebook and @iqos_support_za on Twitter. Alternatively, you can visit us at one of our IQOS kiosks or stores or please click here to contact us.
You can register your device on IQOS.com and follow the step-by-step instructions. Please have your IQOS device number and mobile phone number ready.
To ensure we pick up your recent purchase and activate your 12-month warranty, please use the same e-mail address for registration that you used when you made the purchase.
If you’ve already registered your device, you can find the device number online in your IQOS profile.
Alternatively, the device number can be found on the bottom of the original packaging of your IQOS device. You can also find the number on your device. Remove the magnetic door cover, the code starts with the letter T. Alternatively, remove the cap to find an alphanumeric code starting with the letter T.
If you bought the device at an IQOS kiosk, you can also find the number on the invoice.
You can register more devices on IQOS.com. Log into your account and visit the "My devices" section. Select "Add device".
Alternatively, you can contact our IQOS Customer Care Team on 0800 0433 387 to register more devices on your profile.