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Whatever it is you’d like to know about IQOS: In the IQOS FAQs, you’ll find 
answers to frequently asked IQOS questions as well as help with problems or
 difficulties with your IQOS tobacco heating system.

Whatever it is you’d like to know about IQOS: In the IQOS FAQs, you’ll find 
answers to frequently asked IQOS questions as well as help with problems or
 difficulties with your IQOS tobacco heating system.

Most frequently asked questions:

How does return shipping work?

What is the IQOS App?

What should I do if my heating blade is defective?

How do I obtain free HEETS?

How do I register myself and/or my device?

How can I contact IQOS Support?

FAQ overview:

All about IQOS

About IQOS

All about IQOS

IQOS models

All about IQOS

HEETS tobacco sticks

Service

Service & warranty

Service

Orders & returns

Service

Troubleshooting

Service

Travel & regulations

Registration & profile

Registration & customer account

Registration & profile

CLUB & POINTS

Special offers

IQOS trial
month

Special offers

Coupons & special offers

About IQOS

What is IQOS?

IQOS is a tobacco heating system from the company Philip Morris and an innovative alternative to cigarettes. What makes the IQOS tobacco heater special: It doesn’t burn real tobacco at over 800ºC like conventional cigarettes do, but rather steadily heats it to up to 350ºC in order to produce a nicotine-containing tobacco vapor. IQOS is the different way to enjoy tobacco: no fire, no ash, and no smell of cigarette smoke.

Learn more

What advantages do I have with IQOS?

IQOS heats real tobacco instead of burning it. Accordingly, an IQOS tobacco heater delivers several advantages over conventional cigarettes: With IQOS, you experience genuine tobacco flavor without ash, without fire, and without the smell of cigarette smoke.
But that does not mean IQOS is risk-free: The best decision is still to quit smoking completely.

Learn more

What is the difference between cigarettes and IQOS?

The key difference between cigarettes and IQOS is the way the tobacco is used.
With cigarettes, the tobacco is ignited and burned at temperatures above 800ºC. With IQOS, real tobacco is only heated to up to 350ºC via a heating blade.

The combustion process in cigarettes produces ash and cigarette smoke. IQOS is different:
The tobacco heater releases the flavor of real tobacco as well as nicotine through steady heating via HeatControl™ technology, yet entirely free of fire, ash, and the smell of cigarette smoke.

What IQOS models are available?

There are currently three IQOS models available in Germany:

IQOS 3 DUO facilitates the consumption of two HEETS in a row without having to recharge, and features charging that is up to twice as fast.
IQOS 3 Multi is the compact all-in-one solution: A single battery charge lasts for 10 HEETS tobacco sticks. It is often used as a secondary device.
IQOS 2.4 Plus is the entry model: It provides the revolutionary IQOS heat-not-burn system and is especially easy to use.
No longer sold are the models IQOS 3 and IQOS 2.4.

Learn more

How does IQOS work?

IQOS heats a specially designed tobacco stick with real tobacco ("HEETS") to up to 350ºC using a patented heating system. This creates a nicotine-containing tobacco aerosol featuring the flavor of real tobacco.

To use IQOS, a HEETS tobacco stick is inserted into the heating system ("holder") and heated via lithium battery at the push of a button. Once optimum temperature has been reached, the HEETS tobacco stick is ready for consumption. Consumption duration is approximately the same as a cigarette.

Learn more

Will IQOS help me to quit smoking?

No. IQOS is not a means to quit smoking and does not provide assistance in becoming a non-smoker. If you are concerned about the health effects of smoking, it is best to stop consuming tobacco altogether.

The best option fundamentally is to quit smoking completely. For those adult smokers who aren’t going to quit smoking, however, switching to less harmful alternative products is a better alternative than continuing to smoke traditional cigarettes.

Does IQOS produce smoke?

No, IQOS does not produce cigarette smoke because it does not burn the tobacco. The IQOS tobacco heater generates a tobacco vapor (aerosol). That is why tobacco heaters are often referred to as tobacco vaporizers. The tobacco vapor is produced from compressed genuine tobacco and delivers the true flavor of real tobacco. You can see the vapor when using IQOS.

Can I use conventional cigarettes with IQOS?

No, never use conventional cigarettes with IQOS. IQOS is exclusively designed for use with HEETS tobacco sticks.

Conventional cigarettes are unsuitable for IQOS: The IQOS tobacco heater’s heating blade cannot stably heat a normal cigarette to the optimum temperature, nor is the tobacco in a conventional cigarette prepared such that it can be heated.

Can I try IQOS before I purchase it?

Yes, with the IQOS trial month you’ll be able to test IQOS 3 DUO in the comfort of your own home for 30 days for just €0. If you like IQOS, then the purchase price after the trial period will be the device price applicable at the time your order is placed. If you do not like IQOS, then you can return the IQOS 3 DUO free of charge within the test period.

To IQOS trial month

IQOS models

How do I know which IQOS model I own?

First, observe the holder’s placement in the pocket charger and then compare the holders.
Is the holder located in an opening on the side of the pocket charger? Then you have an IQOS 3 DUO or IQOS 3. If the holder has two LEDs, then you have an IQOS 3 DUO. If the holder only has one LED, then it’s an IQOS 3.
You have to open the top of the pocket charger to get to the holder? Then you have an IQOS 2.4 Plus or IQOS 2.4. Now press the on/off button on the holder for approx. 3 seconds. If the holder vibrates, then it is an IQOS 2.4 Plus. If the holder does not vibrate, then you have an IQOS 2.4. If the pocket charger and the holder are combined in one device, then you have an IQOS 3 Multi.

Learn more

How can I reset my IQOS device?

Resetting your IQOS device is easy. On the pocket charger, simply press and hold one or two buttons, depending on the model. You’ll find an exact description for resetting your model here.

Learn more

What is the IQOS App?

The IQOS App for Windows and Mac is an application for adult IQOS users. It keeps your IQOS up-to-date and guarantees an optimum user experience.

It enables you to check the current firmware version on your IQOS and, as necessary, update it to the latest version in order to ensure the best performance possible.
Additionally, you can use the IQOS App to individually customize and personalize interaction with your IQOS device. The App also features all of the helpful tips & tricks for IQOS.

Learn more

What is the best way to clean my IQOS Holder?

After around 20 HEETS tobacco sticks, the pocket charger automatically initiates the IQOS holder’s self-cleaning process. The heating blade inside the holder is heated such that tobacco residue is loosened.

However, this is no substitute for manual cleaning: For optimum performance and consistent flavor, you should clean your device regularly. The exact procedure for cleaning varies depending on the model.

Learn more

What does it mean when a red LED on my IQOS device lights up or is blinking?

A red LED on the holder or the device indicates that something is not in order on your IQOS. For example, the heating blade may have broken off or there is a device error. For further information, please first select your model.

Learn more

What are the differences between IQOS models?

With IQOS 3 DUO, you can consume two HEETS tobacco sticks in a row when the holder has a full charge. The pocket charger supplies the holder with enough power for a total of 20 HEETS tobacco sticks.
With IQOS 3 Multi, holder and pocket charger are one unit. When fully charged, you can consume 10 HEETS tobacco sticks.
IQOS 2.4 Plus is the entry-level model. When the holder is fully charged, you can consume one HEETS tobacco stick, while the pocket charger supplies the holder with enough power for 20 HEETS tobacco sticks.
IQOS 3 and IQOS 2.4 are predecessor models and no longer available, but are very similar to IQOS 3 DUO and IQOS 2.4 Plus.

Learn more

Which IQOS model is right for me?

IQOS tobacco heaters are currently available in three models. The model that is the best match for you will depend on which features are important to you.

Interested in the newest model of our tobacco heater? Then IQOS 3 DUO is what you are looking for.
Need a tobacco heater for when you’re out and about or as a second device? Then IQOS 3 Multi is the option for you.
Are you interested in an easy-to-use entry-level model? Then the IQOS 2.4 Plus is probably right for you.

Learn more

Can I also use IQOS in the rain or in extreme temperatures?

IQOS is an electronic device and should be used with the same level of care as similar devices, such as a smartphone.

Be sure IQOS is protected from water, direct sunlight, and heat. Do not leave your IQOS in a hot place for a long time, like the inside of a car: The battery and the electronics could be damaged or significantly impaired.

The holder must always be completely dry before being inserted into the pocket charger. When temperatures are cold, potential malfunction can be avoided by briefly warming the device in your hands.

The IQOS Holder becomes hot during use, is that normal?

Yes, that is normal. Since the tobacco in the HEETS tobacco stick in the holder is heated to a temperature of up to 350ºC, the holder can also become warm.

How can I check the battery charge level on my IQOS model?

You can see the battery charge level on your IQOS device by simply pressing a button:

1. Briefly press the button on your device one time.
2. The status LEDs will light up and show the battery charge level:
  • 4 LEDs = battery fully charged (over 75%)
  • 1 LED = battery low. The device needs to be recharged

    • It’s also very easy to check the charge level on your IQOS device using the IQOS App. The App also offers many further advantages (e.g. updating the firmware on your IQOS to the latest version). Please download the IQOS App for Windows or Mac using the following link:
    Download for Windows
    Download for Mac
    Notice to all Mac users: To launch the IQOS App you’ll need to call it up again using the menu bar on the top edge of screen by clicking on the IQOS App symbol.

    How long does it take to fully charge my IQOS model?

    Fully charging IQOS via an electrical outlet requires different amounts of time depending on the model. Important: To charge, be sure to exclusively use the corresponding IQOS USB power adapter and charging cable.

    Model Charging Time
    IQOS 3 DUO / IQOS 3 120 minutes
    IQOS 3 Multi 75 minutes
    IQOS 2.4 plus /IQOS 2.4 90 minutes

    Do I need to charge my IQOS before using it for the first time?

    Yes, since your IQOS comes with no charge on it, you do need to charge your IQOS before using it for the first time. It is best to fully charge your model for the first use. The time it takes to do so varies from model to model.

    Model Charging time
    IQOS 3 DUO / IQOS 3 120 minutes
    IQOS 3 Multi 75 minutes
    IQOS 2.4 plus /IQOS 2.4 90 minutes

    Please be sure to exclusively use the corresponding IQOS USB power adapter and charging cable.

    Should I fully charge my IQOS every time?

    Your IQOS does not need to be fully charged before each use. However, we do recommend that it be fully charged before the first use. When fully charged, between 10 and 20 uses will be available, depending on the model.

    Modell Number of uses
    IQOS 3 DUO / IQOS 3 20
    IQOS 3 Multi 10
    IQOS 2.4 plus /IQOS 2.4 20

    This figures will only be met if your IQOS model is fully charged before the first use and when the battery has been discharged completely.

    What temperatures can I use my IQOS in?

    Your IQOS will work in a wide range of temperatures. However, HEETS tobacco sticks do taste best when the system is operated within a certain temperature range. That range varies from model to model.

    Model Operating temperature
    IQOS 3 DUO / IQOS 3 approx. 0° to 50°C
    IQOS 3 Multi approx. 0° to 50°C
    IQOS 2.4 plus /IQOS 2.4 approx. 10° to 40°C

    What do the LEDs on my IQOS mean?

    A white LED always indicates that your IQOS is performing an operation (such as charging or resetting), or that it is ready for use or fully charged.
    A red LED always indicates an error (device error, broken heating blade, or use outside the recommended operating temperature range).
    If you see a solid or blinking red LED on your IQOS, then you should reset the device.
    If that does not resolve the issue, then launch the online troubleshooting tool . If you require further assistance, please contact IQOS LiveChat or a staff member at an IQOS Store near you.

    Learn more

    Why and/or when does my IQOS device vibrate?

    Your IQOS vibrates to indicate the device’s current status for usage.

    Models IQOS 3 DUO, IQOS 3, and IQOS 3 Multi:
    • One vibration at the start of heating (as soon as you press the on/off button on the holder to initiate heating)
    • Two vibrations when the device is ready for use.
    • Two vibrations again when the HEETS tobacco stick is nearly finished (around 30 seconds or 2 puffs before the end).

    Model IQOS 2.4 Plus
    • One vibration at the start of heating (as soon as you press the on/off button on the holder to initiate heating). The device is ready for use once the LED is solid white.

    You can change the corresponding settings in the IQOS App. The App also offers many further advantages (e.g. updating the firmware on your IQOS to the latest version). Please download the IQOS App for Windows or Mac using the following link:
    Download for Windows
    Download for Mac
    Notice to all Mac users: To launch the IQOS App you’ll need to call it up again using the menu bar on the top edge of screen by clicking on the IQOS App symbol.

    Can I use the charging cable from another/earlier model for my IQOS model?

    Yes, you can use the IQOS USB power adapter from another/earlier device version. However, the models IQOS 2.4 Plus and IQOS 2.4 still have a micro USB port, while the newer models IQOS DUO, IQOS 3, and IQOS 3 Multi are equipped with a USB-C port. Accordingly, these two series of models are not intercompatible.

    To charge, be sure to exclusively use the corresponding IQOS USB power adapter and charging cable.

    Can I charge IQOS using a charging cable from other electronic devices?

    No, you should not do that. To charge your IQOS device optimally, always use the corresponding IQOS USB power adapter and cable. Do not use other equipment, like the charging cable for your smartphone.

    Is IQOS a safe electronic device?

    The IQOS holder and IQOS pocket charger are safe electronic devices when used in accordance with the quick start guide.

    For further details, please refer to the user manual. Both devices meet EU requirements for the safety of electronic entertainment and household electronics, as indicated by the "CE" mark found on the packaging.

    Can I recharge my IQOS holder in another/earlier IQOS model?

    The holders of the IQOS 3 DUO and IQOS 3 models can be charged in the pocket charger of the respective other model. You can also charge the holders of the IQOS 2.4 and IQOS 2.4 Plus models in the respective other model. However, it is not possible to charge an IQOS 3 DUO or IQOS 3 holder in the pocket charger of an IQOS 2.4 Plus or IQOS 2.4 (and vice versa).

    How do I check how many uses remain on my IQOS 3 DUO holder?

    The holder’s charge status (or the number of uses remaining before recharging) can be checked in two ways - either directly on the holder, or on the pocket charger.

    Checking charge level on the holder:
    • Briefly press the button on the holder one time:
    • 2 LEDs illuminated - two more uses possible
    • 1 LED illuminated - one more use possible
    • No LED illuminated - Holder not charged
    Checking the holder charge level using the pocket charger:
    • Briefly press the button on the pocket charger one time:
    • 2 LEDs illuminated - two more uses possible
    • 1 LED illuminated - one more use possible

    Where do I find the IQOS device number?

    If you’ve already registered your device, you can find the device number online in your profile.

    Alternatively, the device number can be found on the bottom of the original packaging for your IQOS device as well as on the invoice.

    HEETS tobacco sticks

    How often can I take a puff from a HEETS tobacco stick?

    IQOS has been designed to heat a HEETS tobacco stick for about the same time as a cigarette, yet without burning tobacco. That is why the consumption duration of one HEETS tobacco stick approximately corresponds to that of one cigarette. A HEETS tobacco stick can be consumed for up to 6 minutes.

    Please note: The exact duration will depend on consumer behavior and can vary, for example when taking very strong puffs from the tobacco stick.

    What are the components in a HEETS tobacco stick?

    A HEETS tobacco stick consists of multiple components: A high quality tobacco plug, a protective casing made of aluminum, a hollow channel, a cooling segment, and a filter.

    Every HEETS tobacco stick is produced with the highest level of precision to guarantee a consistent and pleasant taste experience.

    Learn more

    Why am I unable to insert a HEETS tobacco stick into the holder correctly?

    There can be multiple reasons for when a HEETS tobacco stick doesn’t fit into the holder.

    Tobacco remains in the cap
    Perhaps some tobacco from a previously used HEETS tobacco stick became stuck in the cap. In this case, remove the tobacco residue using an IQOS cleaning stick or perform complete cleaning.

    Tobacco stick compressed to much
    Sometimes the tobacco in a HEETS tobacco stick is compressed a little stronger. In this case, simply roll the tobacco stick between your fingers briefly.

    Cold heating rod
    It is also helpful to preheat the heating rod and only insert the HEETS tobacco stick around 5 seconds after the heating phase has started. This makes it easier to insert the tobacco stick into the holder.

    Important: The heating blade in the holder is very sensitive. Always proceed with caution.

    What HEETS flavors are available?

    HEETS tobacco sticks are currently available in seven flavors: HEETS Russet Selection, HEETS Bronze Selection, HEETS Sienna Selection, HEETS Teak Selection, HEETS Amber Selection, HEETS Yellow Selection, and HEETS Yellow Green Selection.

    For all varieties, high-quality tobacco made from the finest tobacco leaves is used. The various HEETS flavors offer a wide variety of taste.

    Learn more

    Can I smoke the same HEETS tobacco stick twice?

    No, do not use a HEETS tobacco stick twice. HEETS tobacco sticks have been designed such that consumption duration approximately corresponds to the length of one cigarette. Remove HEETS tobacco sticks that have already been used and then use a new one.

    What should I do if I’ve inserted a tobacco stick into the holder in the wrong direction?

    If a HEETS tobacco stick has been inserted incorrectly, you can simply remove it as long as the heating phase hasn’t been initiated. To do so, first open the cap and then pull out the tobacco stick.

    If the heating phase has already started, then turn off your IQOS and let it cool down (approx. 30 seconds). Open the cap and pull the tobacco stick out carefully. Then you should clean your device before the next use.

    If a HEETS tobacco stick has been inserted in the wrong direction, then it should never be used again.

    Why are HEETS shorter than cigarettes?

    HEETS tobacco sticks are shorter than cigarettes because the tobacco in them is compressed. The tobacco inside HEETS consists of the finest tobacco leaves, which have been ground and processed into a homogeneous tobacco plug. That’s what makes it possible for the tobacco to be heated instead of burned.

    The duration of tobacco consumption remains the same: The average consumption experience approximately equates to that of a cigarette.

    Why do HEETS taste and smell different than my usual cigarettes?

    IQOS is different to cigarettes: With HEETS tobacco sticks, you’re experiencing the taste of real tobacco, which is heated but not burned. They don’t produce cigarette smoke, but rather a tobacco aerosol.

    HEETS tobacco sticks are made from a specially selected tobacco blend: They provide the flavor that adult smokers are looking for to the greatest extent possible.

    Do HEETS contain nicotine?

    Yes, HEETS tobacco sticks do contain nicotine, which is addictive. Nicotine is a natural component in tobacco plants and is released in the tobacco aerosol that is produced when using IQOS.

    Can HEETS be ignited using a match or a lighter?

    No, HEETS tobacco sticks cannot be and must not be ignited using a match or a lighter under any circumstances. Use HEETS tobacco sticks only in combination with the IQOS holder. Conventional cigarettes cannot be used with the holder.

    Why do HEETS still have the same length after use?

    The tobacco in HEETS tobacco sticks is only heated, and not burned. That’s why no ash is produced and the tobacco sticks maintains its original length.

    Can I insert my conventional cigarette brand into an IQOS holder?

    No, IQOS holders have been developed exclusively for use with patented HEETS tobacco sticks. Cigarettes cannot be used with the holder.

    Why are HEETS moist after use, and why does the paper turn brown?

    Even though the paper around the tobacco in HEETS Tobacco Sticks does not burn, heat is generated during operation: This may cause the paper and the tobacco to change color and the paper casing can to become moist.

    Can I interrupt the use of a HEETS tobacco stick and continue consuming it at a later time?

    No, do not re-use partially consumed HEETS tobacco sticks, for doing so can no longer guarantee an optimum flavor experience.

    What happens when a HEETS tobacco stick is heated in a IQOS holder but I don’t puff on it?

    The heating phase on an IQOS device lasts around six minutes, after which it will switch off automatically. During that time, you can puff on the HEETS tobacco stick for up to six minutes (depending on consumption behavior).

    If you do not puff on the tobacco stick, then the IQOS device will still shut off after around six minutes. The used HEETS tobacco stick can no longer be used after that.

    Why does so little smoke come from HEETS?

    IQOS heats tobacco instead of burning it. Accordingly, it does not produce cigarette smoke, but rather a tobacco aerosol. This tobacco vapor consists of 80% water, which is a much higher proportion than in the smoke of conventional cigarettes and makes the vapor much less noticeable.

    If you feel that too little tobacco vapor is being produced during the consumption of a HEETS tobacco stick compared to earlier IQOS usage, then please check the following:
    • Does the holder potentially need to be cleaned? The air supply to the holder may be blocked by tobacco residue.
    • Have you inserted the HEETS tobacco stick according to instructions, and is it correctly positioned without turning?
    Please do not re-use a HEETS tobacco stick that has already been used once.

    Why are HEETS more expensive in Germany than abroad?

    The price for a pack of HEETS is based on the standard cigarette prices in a country. Pricing policy takes various factors into account. An important role is placed by factors such as general economic conditions, the current situation of the market as a whole, and the cost of living in Germany.
    That is why HEETS tobacco sticks are not available at lower prices in Germany, as can be found in some neighboring countries. By contrast, the price in Germany is lower than in France or Switzerland, to cite two examples.

    What has been changed in the new HEETS tobacco stick?

    We are continuously working on the quality of our HEETS tobacco sticks. That is why we have increased the spacing in the tobacco and also changed the way the tobacco is folded in the tobacco sticks. HEETS tobacco sticks are now much easier to insert into a holder. For consistent tobacco enjoyment from the first puff to the last.

    There is no change in consumption duration or flavor. The current changes merely simplify use.

    Learn more

    Why has the weight on the HEETS package changed (5.3g)?

    We have increased the spacing in the tobacco in our tobacco sticks by changing the way the tobacco is folded.

    This change contributes to
    • the tobacco sticks now being easier to insert into the holder
    • ensuring the aerosol is more consistent

    The composition in the tobacco blends has not changed, so there is no effect on flavor or consumption duration.

    You’ll find additional info here.

    Why are there two weights on the HEETS package?

    The two different weight specifications are based on two different legal requirements:
    • the real weight of the tobacco blend according to final packaging regulations
    • the measurement basis for tobacco taxation

    The weight indication of 5.3 grams on the bottom of the package shows the actual weight of the tobacco blend per HEETS package.
    For tobacco taxation purposes, a weight of 6 grams per pack is what counts, which is why that is what the tax label (tax band) indicates.

    You’ll find additional info on this matter here.

    What can I do if my HEETS are damaged?

    HEETS tobacco sticks are made from carefully selected tobacco leaves and undergo strict quality control.
    Should it happen in a rare exceptional case that you received damaged HEETS tobacco sticks, please contact either an IQOS Store near you or our IQOS LiveChat.

    Service & warranty

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

    If your device isn’t working, then please first reset your IQOS device in order to exclude a software error. You can learn how to reset your device here. Attention: 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 persists after resetting the device, then launch the online troubleshooting tool. Here you will also be informed if this is a warranty case and if you are entitled to get a replacement.

    If neither a device reset nor the online troubleshooting tool have resolved the problem, then please contact the IQOS LiveChat.

    Learn more

    What is IQOS CARE PLUS?

    IQOS CARE PLUS is a free service offer featuring many additional IQOS benefits. Simply register your IQOS device with IQOS CARE PLUS via your customer account at iqos.com. Benefits include:
    • Worldwide warranty:
      Immediate device replacement - even when traveling.
    • Full coverage:
      Uncomplicated replacement of damaged devices - even when the damage has been caused by you.

    How does the IQOS online troubleshooting tool work?

    The online troubleshooting tool is interactive and available to you around the clock. You can use this tool to identify the problem on your IQOS device step-by-step and, in the event of a warranty claim, have a direct replacement made. You can use the online diagnostic tool for an already registered device or continue without logging in. Online troubleshooting is this easy:

    Do I have a warranty on my IQOS?

    IQOS provides you with a voluntary warranty of 12 months. During this period, IQOS will replace or repair your device if the warranty conditions are met.

    With the free IQOS CARE PLUS service package, you can gain additional coverage for your device, including a worldwide warranty.

    More about the manufacturer warranty
    More about IQOS CARE PLUS

    Can I have a defective IQOS device replaced?

    IQOS provides you with a voluntary warranty of 12 months. Use the online troubleshooting tool to check whether replacement is available, or contact the IQOS LiveChat.
    If you register for the free IQOS CARE PLUS service package, you will receive an additional free replacement device, even if the damage has been caused by you.

    About IQOS CARE PLUS

    Where can I return my IQOS device?

    Return and/or place of return will depend on the channel used to make the original purchase.

    IQOS Store or IQOS Corner:
    If the device was purchased here, then return must also be made via an IQOS Store or an IQOS Corner.

    IQOS customer consultant:
    If the kit was purchased from a customer consultant, then return will be made via IQOS CARE (0800 - 1114767).

    Online shop:
    If you purchased your device via iqos.com , then return must be made via IQOS CARE (0800 - 1114767).

    Right of purchase revocation
    When you purchase an IQOS from an IQOS customer consultant or via iqos.com, you have a right of purchase revocation for 14 days. With the IQOS trial month, you can return your device within the 30-day test period.

    Where do I find the IQOS user guide?

    A user guide for the IQOS Kit is included with every IQOS original package. The user guides for all IQOS models are also available for download in PDF format.

    Learn more

    Orders & returns

    Where is my IQOS order?

    You can track the current status of your order in your profile under "my order".

    After your order has been shipped, you’ll receive an email with a shipping confirmation and a link for tracking your order. Click on the link and follow the information provided by our shipping partner to find out where your order is currently located.

    How does return shipping work with IQOS?

    In the event of purchase revocation, return shipping works best with our return label - which you can obtain very easily and free of charge. Please request a return label from the IQOS LiveChat free of charge. The purchase revocation period is 14 days.

    With the IQOS trial month, you have 30 days to decide whether you’d like to make the purchase. Return shipment of the device within the trial month is likewise best done using the return label. The purchase revocation period remains unaffected by this.

    How long is the delivery time for IQOS?

    Delivery time is around 1-3 working days. We work closely with our logistics partners and make every effort to deliver your order as quickly and as safely as possible.

    Is IQOS return free of charge?

    If you use a return label provided by Philip Morris, the return shipment is free of charge to you. You can request a return label in our IQOS LiveChat. Philip Morris will then cover the costs of return shipment.

    Please always use the return label, otherwise the costs of return shipping cannot be covered or refunded by Philip Morris. Furthermore, the return label is the only way to ensure that your return is sent to the designated location.

    Shipping costs (standard delivery) will be reimbursed by Philip Morris in case of purchase revocation. If a product is being returned due to a defect, then Philip Morris will also cover the cost of both outward and return shipment. You can use the free return shipping label to that end.

    What payment options are available for IQOS?

    You can pay using the following services:
    • Credit card from providers Mastercard or Visa
    • Immediate bank transfer (Sofortüberweisung)
    • PayPal
    • Purchase on account (via service provider Klarna)
    • Payment by installments (via service provider Klarna)

    I’ve received a shipment confirmation. Why hasn’t my IQOS package arrived yet?

    In light of the high level of demand, longer delivery times of up to one week may be incurred during times of promotional offers.
    Alternatively, you can track your shipment using the tracking number you received with your shipment confirmation.

    Please note it may take a few days after shipping info is sent to DHL for the delivery to be dispatched.

    Can I track my IQOS package?

    We will of course provide you with information on the status of your delivery. After placing your IQOS order, we first send you an order confirmation. After product dispatch, you’ll receive shipping confirmation with a shipment number and a link to view the current status of your shipment.

    Can I also have IQOS delivered to a package station?

    We take our responsibility seriously as a consignor of tobacco products. IQOS products may only be handed over to a recipient following age verification. That is why delivery to package stations unfortunately is not possible.

    Can I also have IQOS delivered to an international address?

    Shipments can only be made within Germany. Delivery outside the Federal Republic of Germany unfortunately is not possible.

    Why can I only order two IQOS kits?

    The IQOS Online Shop is exclusively intended for end consumers. That is why order quantity is limited to two IQOS devices. However, if you’d like to order more than two IQOS kits, then please submit multiple orders.

    How does reimbursement work with IQOS?

    If you return an item within the purchase revocation period, then a credit be issued to the payments means you selected, i.e. PayPal, credit card, or bank account. If your purchase was made via Klarna, then the refund will be automatically processed through Klarna.

    We endeavor to keep the period between return and the payment’s arrival to your account as short as possible.

    Are there any shipping costs for my IQOS delivery?

    Shipping for all products orders via iqos.com is always free of charge for you.

    My IQOS package is ready for me to pick up at a post office. Can someone else pick it up for me?

    Unfortunately, no. When picking up at a post office, your identification will be checked in order to verify your age. For this reason, you must always collect an IQOS package personally.

    Where do I obtain my IQOS return label?

    To return your IQOS device to us free of charge in case of a purchase revocation, you need a return label from Philip Morris. You can obtain this free of charge by contacting the IQOS LiveChat. The purchase revocation period is 14 days.

    If you have ordered the IQOS trial month, you can return your device to us within the trial period of 30 days.

    Troubleshooting

    How do I perform a firmware update on my IQOS?

    In order to update the firmware on your IQOS, you need to have installed the IQOS App on your Windows or Mac desktop. You can download the IQOS App here:
    Download for Windows
    Download for Mac
    Notice to all Mac users: To launch the IQOS App you’ll need to call it up again using the menu bar on the top edge of screen by clicking on the IQOS App symbol.

    If you’ve already installed the IQOS App, then you can update the firmware under "About my device". All device info is displayed here. You can update the device’s firmware from this screen in just a few simple steps. Click on the option "UPDATE FIRMWARE" and follow the directions.

    Learn more

    Why should I update the firmware on my IQOS device regularly?

    Your IQOS runs on software. That’s why we are constantly working to improve and optimize that software, with each update offering you the opportunity to optimize your IQOS as well as your user experience.

    The heating element on my IQOS is broken or has broken off. What should I do?

    Always use the online troubleshooting tool first. The tool is available for you around the clock, and you can use it to order a direct replacement. If the online troubleshooting tool does not resolve the problem, then please contact IQOS LiveChat.

    If you have registered your device with IQOS CARE PLUS then we’ll replace your device free of charge even if the damage was caused by you.

    What happens if my IQOS is defective?

    If your IQOS device isn’t functioning properly, then please proceed as follows:
    1. Try to reset the device.
    2. If the problem persists, then please perform a firmware update: Please download the IQOS App for Windows or Mac using the following link:
      Download for Windows
      Download for Mac
      Notice to all Mac users: To launch the IQOS App you’ll need to call it up again using the menu bar on the top edge of screen by clicking on the IQOS App symbol.
      If you’ve already installed the IQOS App, then you can perform a firmware update under “About my device”. All device info is displayed there. You can update the device’s firmware from this screen in just a few simple steps. Click on the option "UPDATE FIRMWARE" and follow the directions.
    3. If the problem persists after resetting the device, then launch the online troubleshooting tool.
    4. If a neither device reset nor a firmware update nor the online troubleshooting tool resolve the problem, then please contact IQOS LiveChat.

    Why isn’t my IQOS charging?

    For charging, please be sure to exclusively use the corresponding IQOS USB power adapter and charging cable. Charge your device for at least 10 minutes.

    If your device still isn’t charging, then perform a device reset.
    If the problem persists, then launch the online troubleshooting tool.
    If that doesn’t resolve the problem, then please contact IQOS LiveChat.

    What should I do if I’m having problems with my IQOS?

    If you are experiencing problems with your IQOS device, there are a wide range of options available:
    • The user guide features detailed information about your IQOS device. All of the IQOS user guides are available for download here.
    • If you require assistance with a specific problem, you’re sure to find the right answer in the support area or in the FAQs. Tip: Use the search function to search for specific keywords.
    • Our Youtube channel features how-to videos and short films with solutions to the most common problems.
    If you haven’t found a solution, please contact IQOS LiveChat or Facebook Support. By the way: Our employees at the IQOS stores are always happy to be of assistance with your questions and problems.

    What should I do if the IQOS Holder is defective?

    If you are experiencing problems with your IQOS Holder, then please proceed as follows:
    1. First try resetting your IQOS device.
    2. If the problem persists, then please perform a firmware update: Please download the IQOS App for Windows or Mac using the following link:
      Download for Windows
      Download for Mac
      Notice to all Mac users: To launch the IQOS App you’ll need to call it up again using the menu bar on the top edge of screen by clicking on the IQOS App symbol.
      If you’ve already installed the IQOS App, then you can perform a firmware update under “About my device”. All device info is displayed there. You can update the device’s firmware from this screen in just a few simple steps. Click on the option "UPDATE FIRMWARE" and follow the directions.
    3. If your IQOS still isn’t functioning properly after a device reset, then please use the online troubleshooting tool.
    4. If neither device reset nor a firmware update nor the online troubleshooting tool resolve the problem, then please contact IQOS LiveChat.

    Why isn’t my IQOS puffing properly?

    If your IQOS isn’t puffing properly, there may be several causes:
    • Your IQOS needs to be cleaned. Start the cleaning process.
    • There is tobacco residue inside the cap. Remove it by gently tapping or blowing, or carefully with tweezers.
    • You recently switched to IQOS? Adjust your puffing method: Experiment with stronger and weaker puffs until you’ve found the optimum technique.
    • Perhaps there’s a software error. Perform a device reset.
    • Check whether the heating blade remains intact. To do so, start the online troubleshooting tool.
    • Try a new HEETS tobacco stick. Before inserting the tobacco stick, loosen the tobacco by rolling it between your fingers briefly.
    • If you’re not satisfied yet, then please contact IQOS LiveChat.

    My IQOS isn’t working. What can I do?

    In such case, follow these steps:
    1. In most cases, it helps to reset the device.
      Device reset
    2. If the problem persists, then please perform a firmware update: Please download the IQOS App for Windows or Mac using the following link:
      Download for Windows
      Download for Mac
      Notice to all Mac users: To launch the IQOS App you’ll need to call it up again using the menu bar on the top edge of screen by clicking on the IQOS App symbol.
      If you’ve already installed the IQOS App, then you can perform a firmware update under “About my device”. All device info is displayed there. You can update the device’s firmware from this screen in just a few simple steps. Click on the option "UPDATE FIRMWARE" and follow the directions.
    3. If device reset doesn’t resolve the problem, then you can launch the online troubleshooting tool.
      Online troubleshooting tool
    4. If neither device reset nor a firmware update nor the online troubleshooting tool resolve the problem, then please contact IQOS LiveChat.
      To IQOS LiveChat

    What should I do if tobacco is stuck in my IQOS holder?

    If tobacco is stuck in your holder, then please clean it.
    Detailed cleaning instructions for all IQOS models, including videos, can be found here.
    Cleaning videos are also available on our Youtube channel.

    What should I do if my IQOS has a solid or blinking red light?

    If the LED on your IQOS is solid or blinking red, the device is indicating there is an error.
    In such case, first try a device reset.
    To device reset
    If your IQOS still has a solid or blinking red light, then launch the online troubleshooting tool.
    To online troubleshooting tool
    If the online troubleshooting tool doesn’t resolve the issue, then please contact support via IQOS LiveChat.
    To IQOS LiveChat

    How should I react when my IQOS is reporting an error?

    IQOS reports an error with a solid or blinking red LED. Usually, the problem can be resolved by resetting the device
    To device reset
    If your IQOS is still showing an error after reset, then launch the online troubleshooting tool.
    To online troubleshooting tool
    If the problem persists, then please contact support via IQOS LiveChat.
    To IQOS LiveChat

    Whom do I contact at IQOS if I wish to report a complaint?

    The first step is to run the online-troubleshooting. It is available to you around the clock. In the event of a warranty claim, you can have an immediate replacement performed there.
    If you have further questions, please contact our support team via IQOS LiveChat.

    How do I reach IQOS Customer Service?

    If you’d like to contact customer service, the best way to do so is via IQOS LiveChat.
    You can also reach us via Facebook Support.
    If you are experiencing a problem with your IQOS device, it’s best to use the online troubleshooting tool.
    You can also contact us over the phone: 0800 – 1114 767.

    How can I get help with my IQOS?

    Detailed information on IQOS can be found here in our support area. We have compiled IQOS users’ most frequently asked questions for you in the FAQ section . You can comfortably perform keyword searches in the support and FAQ areas to find answers to your questions.

    You can also contact IQOS LiveChat: They will be happy to be of assistance. Additionally, our support team is also available via Facebook.

    When is a replacement made for a defective IQOS device or heating blade?

    If neither device reset nor the online troubleshooting tool have resolved the problem with your IQOS device, then please contact IQOS LiveChat.

    Within the first twelve months, a defective IQOS device will generally be replaced. If you have registered your device with IQOS CARE PLUS, then an additional free device replacement is possible, even in the event the damage was caused by you.

    My IQOS 3 DUO Holder is only working for one use. What should I do?

    If your IQOS 3 DUO Holder is only working for one use, then an update to the latest firmware version can help. Please download the IQOS App for Windows or Mac using the following links:
    Download for Windows
    Download for Mac
    Notice to all Mac users: To launch the IQOS App you’ll need to call it up again using the menu bar on the top edge of screen by clicking on the IQOS App symbol.
    If you’ve already installed the IQOS App, then you can update the firmware under "About my device". All device info is displayed there. You can update the device’s firmware from this screen in just a few simple steps. Click on the option "UPDATE FIRMWARE" and follow the directions.

    What do I do if an LED on my IQOS 3 DUO Holder no longer lights up?

    If an LED of your IQOS 3 DUO holder no longer lights up, a firmware update may help. Please download the IQOS App for Windows or Mac using the following links:
    Download for Windows
    Download for Mac
    Notice to all Mac users: To launch the IQOS App you’ll need to call it up again using the menu bar on the top edge of screen by clicking on the IQOS App symbol.
    If you’ve already installed the IQOS App, then you can update the firmware under "About my device". All device info is displayed here. You can update the device’s firmware from this screen in just a few simple steps. Click on the option "UPDATE FIRMWARE" and follow the directions.

    Travel & regulations

    How many HEETS tobacco sticks can I bring from abroad?

    You may import up to 800 HEETS (= 40 packs or 4 cartons) into Germany duty-free from within the EU exclusively for personal use. That quantity corresponds to the legal provisions for importing cigarettes.
    Although HEETS tobacco sticks are legally classified as pipe tobacco, you should primarily follow the import regulations for cigarettes.

    Further information on current import guidelines can be obtained from German Customs: www.zoll.de

    May I bring IQOS and HEETS tobacco sticks into my destination country?

    If you’d like to use IQOS outside of Germany, please observe the local regulations that apply for tobacco products.

    The permissibility of importing HEETS tobacco sticks can vary from country to country. When traveling abroad, you should familiarize yourself with local import regulations. Before departing on your journey, please check the quantity that is permissible to bring into your destination country. You can find the regulatory details on the website of the embassy of your travel destination.

    What countries have HEETS tobacco sticks available?

    HEETS tobacco sticks are available in over 45 countries worldwide (as of April 2020).
    Here are some of the countries where HEETS tobacco sticks are available:
    Albania, Armenia, Austria, Bosnia, Bulgaria, Canada, Colombia, Croatia, Curacao, Cyprus (GRC), Czech Republic, Denmark, Dominican Republic, France, Germany, Greece, Guatemala, Israel, Italy, Japan, Kazakhstan, La Reunion, Latvia, Lebanon, Lithuania, Malaysia, Mexico, Moldova, New Zealand, Netherlands, Northern Cyprus (TRNC), Palestine, Poland, Portugal, Romania, Russia, Serbia, Slovakia, Slovenia, Spain, South Africa, South Korea, Sweden, Switzerland, Ukraine, United Arab Emirates, United Kingdom.

    Learn more

    What should I do if my IQOS device stops functioning while abroad?

    In all of the countries where IQOS is available, you can use our International Europe Service and have your defective device replaced in the event of a warranty claim. Simply contact our free international hotline at +800 2559 2559.

    If the international hotline is unreachable, then you can also contact us on the non-free telephone number +41 21 547 8888.

    Please note that your IQOS device needs to be registered for the replacement to be free of charge to you. If that is not yet the case, then you can register your IQOS device using your customer account.

    How can I contact IQOS while on vacation?

    You can reach us from abroad free of charge by calling +800 2559 2559 between 8am and 9pm German time.

    If the international hotline is unreachable, then you can also contact us using the non-free telephone number +41 21 547 8888.

    You can also contact our IQOS LiveChat on iqos.com daily from 8am to 9pm.

    Is it permissible to use IQOS is public spaces?

    While the IQOS tobacco heater is not a cigarette, you do need to observe the legal regulations that apply to cigarettes regarding non-smoker protection.

    Can I take IQOS onto an airplane?

    Yes, you can take IQOS onto an airplane, but it needs to be in your carry-on luggage. Just like the consumption of tobacco, it is generally prohibited to use IQOS on an airplane.

    Registration & customer account

    How can I register myself and/or my device?

    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

    Why do I need to create an account to place an order on iqos.com?

    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.

    How do I receive my special IQOS registration offer?

    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

    I’ve forgotten my password. What should I do?

    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.

    Where is the "My IQOS" customer account and what does it have?

    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.

    Why should I also register my IQOS device?

    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.

    My address has changed. What should I do?

    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.

    Why am I receiving an error message when I register with IQOS?

    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.

    The information I entered is correct. Why am I still unable to register?

    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. To do so, please contact IQOS LiveChat.

    Why did I not receive a confirmation e-mail after registering with IQOS?

    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.

    How do I delete my IQOS account?

    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.

    Can I have my IQOS device re-registered to someone else?

    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.

    How can I register with IQOS?

    You can register yourself and your device at any time via www.iqosplus.de. Simply follow the step-by-step guide there.

    Learn more

    Can I also register further IQOS devices?

    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.