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Welcome to IQOS Support

How can we help you?

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?

Contact

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

First steps

All key information for an optimum start with IQOS.

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Online troubleshooting tool

The fast and easy tool for troubleshooting your IQOS device.

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FAQ

Here, you’ll find answers to the most frequently asked questions – and yours, too.

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IQOS CARE PLUS

Your comprehensive free service package with many extra benefits.

LEARN MORE

First steps

All key information for an optimum start with IQOS.

LEARN MORE

Online troubleshooting tool

The fast and easy tool for troubleshooting your IQOS device.

LEARN MORE

FAQ

Here, you’ll find answers to the most frequently asked questions – and yours, too.

LEARN MORE

IQOS CARE PLUS

Your comprehensive free service package with many extra benefits.

LEARN MORE

Further questions:

All about IQOS

About IQOS

What is IQOS? What advantages do I have with IQOS? How does IQOS work? Further questions

IQOS models

How can I reset my IQOS device? Why and/or when does my IQOS device vibrate? Can I use the charging cable from another/earlier model for my IQOS model? Further questions

HEETS tobacco sticks

How often can I take a puff from a HEETS tobacco stick? What can I do if my HEETS are damaged? Why does so little smoke come from HEETS? Further questions

Service

Services & warranty

Where do I find the IQOS user guide? Whom do I contact if my IQOS isn’t working or is broken? Do I have a warranty on my IQOS? Further questions

Orders & returns

How long is the delivery time for IQOS? Is IQOS return free of charge? Where do I obtain my IQOS return label? Further questions

Troubleshooting

How can I get help with my IQOS? How should I react when my IQOS is reporting an error? Why isn’t my IQOS puffing properly? Further questions

Travel & regulations

What countries have HEETS tobacco sticks available? How many HEETS tobacco sticks can I bring from abroad? May I bring IQOS and HEETS tobacco sticks into my destination country? Further questions

Registration & profile

Registration & customer account

How can I register myself and/or my device? I’ve forgotten my password. What should I do? How do I receive my special IQOS registration offer? Further questions

CLUB & POINTS

What is the IQOS CLUB? How much does the IQOS CLUB cost? How can I redeem IQOS POINTS? Further questions

Special offers

IQOS trial months

What is the IQOS trial month for €0? How do I obtain an IQOS trial month? How often can I have an IQOS trial month? Further questions

Coupons & special

What is the IQOS Friends Code (IQOS Freundschaftscode)? Where can I find current special IQOS offers and campaigns? Can I redeem IQOS POINTS for all of the items in the shop? Further questions
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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.