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FAQ

REGISTRATION & CUSTOMER ACCOUNT

Why do I have to register?

When ordering tobacco products by mail, your age must be verified during purchase and when shipping the products in order to ensure that the goods are only purchased by and delivered to people who are 18 years and older. Age verification is therefore carried out by SCHUFA Holding AG during online registration. In addition, the delivery agent ensures the age of the recipient when shipping. Important: Your information must therefore be correct and complete.

Did you forget your password?

If you no longer know your password, you can change it easily under my IQOS. Click on "Forgot your password?" and enter the email address you used to create your IQOS.com account. We will send you a link via email that you can use to reset your password.

What will I find in my customer account?

In MY IQOS, you will find the device number of your IQOS device, and you can register new devices. You can also view your orders and the status of your current order. You can also edit your profile.

Your address has changed?

Unfortunately, the delivery address cannot be changed retroactively after an order has been completed. However, you can change your address in your profile at any time.

Why did I receive an error message when registering?

Several error messages may appear during registration. First, we would recommend checking the information you entered, in particular your current registered address for typos.

The information I entered is correct. I still cannot register.

Because your age is verified by SCHUFA Holding AG, problems may arise during identification in isolated cases (for example, if SCHUFA Holding AG has no information about you). For a faster registration process, you can also have your age and information verified at a post office. Please contact IQOS CARE by phone at 0800 – 1114 767.

Who can use the registration offer?

The registration offer applies only once for new customers (initial registration to the IQOS database). IMPORTANT: Your information must be correct and complete.

How do I receive my voucher code?

Each new customer who fully registers and purchases an IQOS kit will receive the special registration offer. Should you have purchased your IQOS kit on IQOS.com and registered via the site, then you’ll have to confirm your registration first. To do so, follow the instructions in the confirmation e-mail. As soon as the IQOS kit has been sent, you’ll receive an e-mail with a personal link to redeem your free special registration offer. However, if you haven’t received an e-mail yet, then visit our site iqosplus.de to request your coupon code separately. To do so, please click on “Ich habe bei iqos.com gekauft” and enter your information.

Why didn't I receive an email after registering?

If you haven’t received the confirmation e-mail yet, then please check your spam folder and also whether you entered the correct e-mail address for your account. However, if you have not received an e-mail yet, then visit our site iqosplus.de to request your coupon code separately. To do so, please click on “Ich habe bei iqos.com gekauft” and enter your information.

How do I redeem my voucher code for the registration offer?

After registering, you’ll receive an e-mail with a link that will take you directly to coupon redemption. In the next step, you’ll select the HEETS tobacco sticks of your choosing, review the delivery address, and then click “Weiter”.

The voucher code for my registration offer has expired. Can it be extended again?

Unfortunately, it is not possible to retroactively extend the period of validity.

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