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FAQ

GENERAL INFORMATION

What is IQOS?

IQOS is an innovative product that heats, instead of burning, a specially designed tobacco stick using a heating blade within a precisely controlled temperature range. This creates an aerosol (tobacco vapour) with tobacco taste but with no fire or ash. IQOS is an alternative for adult smokers who enjoy a true tobacco taste but want to avoid the unpleasant parts of cigarettes, like ash or smoke. This product is not for people who have stopped smoking or have never smoked. IQOS and HEETS tobacco sticks are not intended for minors. You can find more information under "Important information".

Is IQOS an e-cigarette that contains nicotine?

No. With electronic cigarettes, a fluid that contains nicotine is vapourised; tobacco sticks, on the other hand, contain true tobacco that is heated.

Will IQOS help me to quit smoking?

No. IQOS is not to be used to reduce tobacco use and will not help you to stop smoking. If you are concerned about the effects of smoking on your health, it is best if you do not consume any tobacco at all.

Is IQOS a safe electronic device?

The IQOS holder and the IQOS pocket charger are safe electronic devices when they are used according to the instructions in the guide. More information can be found in the instructions manual. Both devices comply with EU requirements on the safety of electronic consumer and household electronics, as the "CE" mark on the packaging shows.

Who do I contact if my IQOS doesn't work?

If your IQOS doesn't work, you can now use our online diagnostic tool here . In the case of a warranty claim, we will send you a replacement device within 1-3 days. Please note that your device must be registered for a free replacement. You can also find further tips in the support section, which may help to solve your issue.
Do you need more assistance? Please contact IQOS Care by phone at 0800 - 1114 767, available free of charge daily from 9am to 9pm. You can reach us using the contact form HERE. More contact options can be found in the support section. Your nearest IQOS Store will also be happy to help.

Can I use IQOS when it is raining or in extreme temperatures?

The IQOS is an electronic device that should be treated with the same care as a smartphone, for example. Protect your IQOS from water, direct sunlight, and heat. Do not leave your IQOS in hot places, such as the interior of a car, for long periods of time since this could damage or significantly impair the battery or electronics. Make sure that the holder is completely dry before you connect it to the pocket charger again. At low temperatures, you can prevent potential malfunction by briefly warming it in your hands.

Can I charge the pocket charger with another cable (for example, my smartphone cable)?

The pocket charger must be charged with the provided IQOS adapter and USB cable. We recommend not using standard USB adapters, even if they can be connected, because other chargers do not have the same power output as the IQOS adapter. The IQOS may malfunction if charged with another USB adapter. This also voids the warranty.

What is the best way to clean my holder?

After approx. 20 HEETS tobacco sticks, the pocket charger will automatically start the IQOS self-cleaning process. The heating blade inside the holder is heated to dissolve the tobacco residue. However, this does not replace manual cleaning, which must be performed on a regular basis in order to ensure optimal performance and uniform taste. After the self-cleaning, we recommend cleaning the device manually with the provided IQOS cleaner and cleaning sticks. Afterwards, the tobacco residue should always be knocked out of the holder.

Why can I only order two IQOS kits?

The iqos.com Online Shop is for end consumers. Accordingly, order quantity is limited to two units. However, if you’d like to order more than two IQOS kits, then please submit multiple orders.

This site contains information on a product containing tobacco and is reserved for smokers over 18 years old residing in Germany.
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