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FAQ

Registrierung-Kundenkonto

If you haven’t registered yet, then you can register yourself and your device as a new customer with the IQOS database at www.iqosplus.de.

If you purchased your device via iqos.com, please use the same e-mail address for registration that you used when you made the purchase. Registration only takes a few minutes. Simply visit www.iqosplus.de. and follow the step-by-step instructions (have your IQOS device number and mobile phone number ready).

Further info in the video
In distance commerce involving tobacco products, age verification must always be performed at the time of sale and at the time the products are handed over. Doing so ensures the product is only sold and handed over to adults above the age of 18. To that end, age verification is performed upon placing an order on iqos.com.

Important: Your information must be correct and complete. Furthermore, the age of the recipient is verified by the deliverer at the time of handover.
The special IQOS registration offer with free packs of HEETS is exclusively available to all new customers who register with the IQOS database at www.iqosplus.de for the first time.

They will find step-by-step guidance there for the registration process. To do so, they need the device number for their IQOS Kit as well as a mobile telephone number for sending a confirmation code to.
Once registration has been successfully completed, new customers will receive their free HEETS by mail - usually within 1-3 working days.

To the special registration offer
If you’ve forgotten your password, then resetting it is simple via “My IQOS”. Go to “forgot password” under the login button and enter the e-mail address you used to create the account. We will send you an e-mail with a link for resetting your password.
You can find your "My IQOS” customer account on iqos.com, at the top right: Click on the people icon and then log in using your e-mail address and password.

In your customer account, you’ll find your personal information as well as the data for all of the IQOS devices you own. You can also review past orders and track current orders. As necessary, you can also use the customer account to update your personal information.
To receive your special registration offer with free packs of HEETS, you need to register your IQOS Kit with the IQOS database at www.iqosplus.de. This only takes a few minutes and is very easy to do.

Simply visit www.iqosplus.de. and follow the step-by-step instructions. You will need your IQOS device number (found on the bottom of the package) and your mobile phone number (which we’ll send a confirmation code to).

After successful registration, you’ll receive your special registration offer directly by mail - usually within 1-3 working days.
Unfortunately, a delivery address cannot be changed once an order has been placed. However, you can update your address at any time via your "My IQOS" profile. To do so, click on the people icon at the top right, log in, and change the info in your profile.
If an error message appears during registration (entry field marked red), then you haven’t entered the information completely or there is a typo. If registered cannot be completed, then you’ll receive a separate error message (such as if you’ve entered an invalid e-mail address or are attempting to register multiple times using the same e-mail address).
In such cases, please follow the instructions in the error reports.
In isolated cases, there may be identification problems during the age verification carried out by SCHUFA Holding AG (such as if SCHUFA Holding AG does not have any info on you).

For swift registration, you can also choose to have your age and your information verified at a post office.
This is how it works:
  • Please download the relevant registration form (incl. POSTIDENT coupon and privacy statement).
  • Print the form and fill it out legibly and completely.
  • Verify that your statements are all correct and sign in the space provided.
  • Hand in the form at a Deutsche Post AG branch, where you can prove that you are of legal age with the POSTIDENT coupon and your identity card or passport.
If you have not received confirmation by e-mail, please check your spam folder. Make sure you entered the e-mail address for your account correctly. If this does not resolve the problem, then please request your coupon code at www.iqosplus.de. To do so, please click on "I made the purchase at iqos.com" and enter your info.
Please proceed as follows:
  • Please visit iqos.com and log in using your e-mail address and password.
  • Click on your profile, and then on “delete account”
  • In the “delete account” area, you’ll need to confirm deletion of your account with a click.
Your account will be immediately deleted and will no longer be available to you.
Yes, in exceptional cases you can have us transfer your IQOS device to another person. To do so, please contact IQOS CARE at 0800 - 1114 767.
You can register yourself and your device at any time via www.iqosplus.de. Simply follow the step-by-step guide there.

Learn more
You can register further devices at www.iqosplus.de. However, the special registration offer with free HEETS is only valid one time for new customers upon first-time registration with the IQOS database.
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We Care

This website contains information about our new products and we need your age to make sure that you are an adult in Germany who would otherwise continue to smoke or use nicotine products. Our nicotine and tobacco products are not an alternative to quitting and are not designed as cessation aids. They are not risk free. They contain nicotine, which is addictive. Only for use by adults. Please visit the "Important Information" page of this website for further risk information.