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Whom do I contact if my IQOS isn’t working or is broken?

There are various ways to proceed depending on the problem your IQOS device is experiencing.

Your IQOS is not working.

Step 1: Device reset
Please reset your IQOS device first in order to exclude a software error. You can learn how to reset your device here.
Step 2: Online Troubleshoot
If the problem persists after resetting the device, then launch the online troubleshooting tool.
Step 3: IQOS CARE
If neither a device reset nor the online troubleshooting tool have resolved the problem, then please contact IQOS CARE (0800 - 1114767).

Your device is defective.

If the device is defective (such as if the IQOS heating blade has broken), then please start the online troubleshooting tool immediately. If the problem couldn’t be resolved in this manner, then please contact IQOS CARE (0800 - 1114767).
There are various ways to proceed depending on the problem your IQOS device is experiencing.



Contact

Be it via chat, Facebook, or telephone: Here’s how you can reach IQOS CARE and the IQOS Support Team.

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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.