VOLUNTARY WARRANTY

ACCOUNT AND REGISTRATION

Heat-not-Burn Technology

• Will IQOS help me quit smoking?

  No. IQOS is not a smoking cessation device or intended as a device to quit smoking. 
  If you are concerned, your best option is to quit tobacco use altogether.

• Does IQOS produce smoke? 

  No, IQOS does not produce smoke because it does not burn tobacco. It generates a tobacco vapour. 

• Can I use cigarettes with an IQOS device?

  No, that is not possible. IQOS has been designed to work exclusively with suitable tobacco sticks. 
  Based on our research and findings, you can only experience the advantages of IQOS if you use IQOS together with the suitable tobacco sticks.

• Can I use IQOS indoors?

  Even though the composition of the aerosol produced when using IQOS differs significantly from cigarette smoke, the legal regulations on smoking ban also apply to the use of related products and thus also to tobacco sticks suitable for IQOS.

• Use of IQOS in holiday destinations?

  Before starting your journey, we recommend you to double check the import regulations of the travel destination. 
  Customs authorities in the country of your travel may challenge the excess of the inbound allowance and could take the product, or even apply fines. 
  For information on imported goods into Austria, please visit the website of Federal Ministry of Finance under the Section Customs: https://www.bmf.gv.at/themen/zoll/reise.html.

• If I have any further questions, who should I contact?

  For any assistance, please, contact our Customer Care:

  By telephone:  0800 90 10 91 + Opening hours: Monday-Sunday, 09:00-21:00

  By E‑Mail:  [email protected]
   

Shipping and Returns

30 day money-back guarantee

IQOS Devices

• What do I do if I have an issue with my IQOS device?

  In case you have any problems with your IQOS, please contact our IQOS Care Team at 0800 90 10 91 (free of charge in Austria) or visit an IQOS Partner Store near you. We will, together with our agents, find the most suitable solution to replace your IQOS device in warranty cases.
  Alternatively, you can use our online self-diagnosis tool to identify and fix the issue with your IQOS. 

• What are the optimal IQOS storage conditions?

  Keep IQOS away from water, direct sunlight and/or heat.
  Do not leave IQOS device for extended period of time in a hot place, such as inside a car, as the battery or electronics may be damaged or significantly deteriorated.

• How do I clean my IQOS?

  You can easily clean your IQOS Holder and IQOS™ Cap in few steps:
  IQOS Holder:
  Prepare 
  1. Switch off your IQOS Holder
  2. Wait for at least 30 seconds until the IQOS device has cooled down
  3.Remove the Cap
  4. Slide open your IQOS™ Cleaning Tool and check if it is not deformed and free of particles 

  Clean
  1. Insert the IQOS™ Cleaning Tool into the heating chamber of your Holder
  2. Gently twist the  IQOS™ Cleaning Tool without applying further pressure
  3. Extract the  IQOS™ Cleaning Tool from the Holder 
  4. Gently tap the Holder and the IQOS™ Cleaning Tool to remove the tobacco residuals

  Finalize 
  1. Insert the IQOS™ Cleaning Stick into the heating chamber and clean its walls
  2. Do not push or hit against the blade

  IQOS™ Cap: 
  1. Clean the inside of the IQOS™ Cap with the IQOS™ Cleaning Sticks
  2. Clean the bottom of the Cap with the IQOS™ Cleaning Tool

• How to clean the IQOS™ Cleaning Tool?

  Gently tap the IQOS™ Cleaning Tool on a surface and use a cloth to get rid of the residues.
  Do not clean it with water to avoid any humid contact with the electronics of the IQOS Holder.

• How often should I clean my IQOS? 

  To ensure optimal taste, we recommend cleaning your IQOS once a day. You can clean even more frequently if you feel to.
  A regular cleaning of your IQOS will make the cleaning process quick and smooth. 
  Only use the IQOS™ Cleaning Tools and IQOS™ Cleaning Sticks to clean your IQOS.

•  I cannot insert tobacco sticks into the Holder.

  If you have difficulties inserting the tobacco sticks in the IQOS Holder, we advise you to first check whether:
  • there is any tobacco residue left in the Holder
  • the heating blade is cleaned regularly
  • the Cap is fully closed

  If the above is all right, you can try pre-heating the Holder prior to inserting the tobacco stick.
  IQOS 2.4PLUS / IQOS 3/IQOS 3 DUO: 
  1. Press the Holder button to start heating 
  2. Wait for 2-3 seconds for pre-heating
  3. Gently insert the tobacco stick

  IQOS 3 MULTI: 
  1. Open the lid
  2. Press the button to start heating the device 
  3. Wait 2-3 seconds for pre-heating
  4. Gently insert the tobacco stick

  If none of the above solutions helps, please contact our IQOS Care Team (via telephone: 0800 90 10 91, available Monday-Sunday, 9 am - 9 pm; via e-mail: [email protected]) or ask for assistance at the nearest IQOS Partner Store.

IQOS 3 DUO

• How can I check the charge level of the battery?

  To check the charge level of the IQOS 3 DUO Pocket Charger, press the Pocket Charger Button. The Pocket Charger LEDs will light up briefly:
  4 LEDs = more than 75% charged
  1 LED  = low charge level, need to be charged

• How long does it take to fully charge the device? 

  It takes approximately 120 minutes to fully charge the IQOS 3 DUO Pocket Charger from an electrical outlet. Only charge IQOS 3 DUO device using IQOS™ Power Adaptor and IQOS™ USB Cable.

• Should I always fully charge my Pocket Charger battery? 

  IQOS 3 DUO device does not require a full charge to work, however we recommend to fully charge the device before the first usage.
  If the IQOS 3 DUO Pocket Charger is fully charged, you may use the Holder up to 20 times.
  The Holder charging time is effective only if the IQOS 3 DUO Holder is fully charged the first time or after being fully depleted.

• Can I charge IQOS 2.4 PLUS Holder with the IQOS 3 DUO Pocket Charger and vice versa?

  No, the new IQOS 3 DUO Pocket Charger is only compatible with IQOS 3.
  If you insert the IQOS 2.4 PLUS Holder into the IQOS 3 DUO Pocket Charger, the Holder will not fit because of different size.
  If you accidentally insert the IQOS 3 DUO Holder in the IQOS 2.4 PLUS Pocket Charger, the Pocket Charger lights will start blinking, however, the Holder won’t charge.

• Can I use IQOS™ Power Adaptor & IQOS™ USB Cable from the previous device version to charge the IQOS 3 DUO device?

  You can use the IQOS™ Power Adaptor from the previous device versions. However,IQOS™ USB Cable for IQOS 3 DUO hosts a USB-C port, which is different from that of IQOS 2.4 PLUS.

• How can I reset my IQOS 3 DUO device? 

  You can easily reset your IQOS 3 DUO device by pressing and holding the Pocket Charger Button for 10 seconds, until LED lights fade out, then releasing. 
  All status lights will turn off, blink three times, and progressively fade in, to confirm the reset.

• How to check the Holder status for available uses?

  You can check the Holder status (how many uses are available without recharge) in two ways – either on the Holder itself or on the Pocket Charger:

  On the Holder:
  - Press & release the button of the Holder:
  o 2 lights – ready for two uses
  o 1 light – ready for one use
  o No light – Holder not charged

  On the Pocket Charger:
  Press & release the Pocket Charger button:
  - 2 lights – ready for two uses
  - 1 light – ready for one use

• How does IQOS 3 DUO adapt to my rhythm of consumption?

  IQOS 3 DUO enables to have two consecutive uses without Holder recharge. You can see how many uses are possible, by checking the LED lights on your Holder. 

  They will be indicated by the two white LED lights on your Holder and Pocket Charger.
   
  Once you have finished the first use, there will be only one light left, i.e. 2 LEDs on – 2 uses ready. When the Holder is fully charged, this will be indicated by the two white LED lights on your Holder. 

  If you do not need the second use right away, simply put the Holder back in the Pocket Charger for a quick recharge to have 2 uses back again. 

• What do device vibrations mean? 

  IQOS 3 DUO Holder vibrations are activated in the following situations:
  - At the start of the heating - one vibration
  - When the device is ready to be used – two vibrations
  - When the experience is nearly complete (30 seconds prior the end)  - two vibrations

• What is the optimal IQOS 3 DUO device functioning temperature?

  IQOS 3 DUO is designed to work in a wide range of temperatures, but tobacco stick tastes best when the device is used between 0°C and 50°C. 

• What is the New ProtectPlus™ System?

  IQOS ProtectPlus™ introduces a number of improved features related to design and technology to redefine the concept of protection and reliability of IQOS 3 DUO:

  • robust outer shell improves shock resistance of the device
  • new side door opening tested to guarantee reliable device performance 
  • new technology provides longer battery life 

IQOS 3 MULTI

• How long does it take to fully charge the device? 

  It takes approximately 75 minutes to fully charge the IQOS 3 Multi from an electrical outlet. Only charge IQOS 3 Multi device using supplied AC Power Adaptor and USB cable.

• Should I always fully charge my Pocket Charger battery? 

  The IQOS 3 MULTI device does not require a full charge to work, however, we recommend to fully charge the device before the first usage.
  If the device is fully charged, you may use it up to 10 times without any in-between charging.

• What do device vibrations mean? 

  IQOS 3 MULTI vibrations are activated in the following situations:

  - At the start of the heating - one vibration
  - When the device is ready to be used - two vibrations
  - When the experience is nearly complete (30 seconds prior the end of the tobacco session) - two vibrations
   

• How can I reset my IQOS device? 

  You can easily reset your IQOS 3 Multi device by pressing and holding the Button for 10 seconds and then releasing.

  The lights will fade in and out to confirm a reset.

• What do the lights on my IOQS 3 Multi mean? 

  Any white light indicates that the device performs various operations, like charging, re-initialization, ready to use, fully charged etc.
  Any red light indicates that there is a device error or that the device operates outside its operating temperature (0 - 50°C). In this case, please perform a reset of your device and try again.
   
  Still no luck? Please contact our IQOS Care Team (via telephone: 0800 90 10 91, available Monday-Sunday, 9 am - 9 pm; via e-mail: [email protected]) or ask for assistance at the nearest IQOS Partner Store.

• What is the optimal IQOS device functioning temperature?

  IQOS 3 MULTI is designed to work in a wide range of temperatures, but  tobacco stick tastes best when the device is used between 0℃ and 50℃. 

IQOS 2.4 PLUS

• How long does it take to fully charge the device? 

  It takes approximately 120 minutes to fully charge the IQOS 2.4 PLUS Pocket Charger from an electrical outlet. Only charge the IQOS 2.4 PLUS device using the supplied  IQOS™ Power Adaptor and  IQOS™ USB Cable.

• Should I always fully charge my Pocket Charger battery? 

  The IQOS device does not require a full charge to work. If the IQOS 2.4Plus Pocket Charger is fully charged you may use the holder for up to 20 times.

• What do device vibrations mean? 

  Holder vibrations are activated in the following situations:
  - At the start of heating (once you press the Holder Button to start) 
  - When the experience is nearly complete (30 seconds prior the end)  
   

• How can I reset my IQOS device? 

  You can easily reset your IQOS 2.4 device by simultaneously pressing for 3 seconds the Holder Heater Blade Cleaning and Power buttons until all lights briefly blink.

• What is the optimal IQOS device functioning temperature?

  IQOS 2.4 is designed to work in a wide range of temperatures, but HEETS tobacco stick tastes best when the device is used between 10℃ and 40℃. 

• What does the red light on my Holder mean?

  The red light on your Holder, blinking or steady, may indicate that:
  - Holder is not charged
  - Device is outside its optimal operating temperature (10°C - 40°C) 
  - You pressed on the Holder button during usage
  - Holder malfunction

  To resolve the issue, you may try the following:
  a. Check that the IQOS 2.4 PLUS Pocket Charger is switched on and has enough power
  b. Place the Holder in the Pocket Charger and wait until it is fully charged (up to 4 minutes)
  c. Ensure your Holder’s electric contact is clean
  d. If none of the above works, perform a reset of your device (Go to section: "How to reset my IQOS?")

  Still no luck? Please contact our IQOS Care Team (via telephone: 0800 90 10 91, available Monday-Sunday, 9 am - 9 pm; via e-mail: [email protected]) or ask for assistance at the nearest IQOS Partner Store.

• What does the red light on my Pocket Charger mean?

  What does the red light on my Pocket Charger mean?

  a. Holder light on the IQOS 2.4 PLUS Pocket Charger indicates a Holder malfunction. A slowly pulsing red light while charging means that the Holder battery is reaching the end of its life cycle. 
  b. The bottom light on the Pocket Charger battery status indicates a Pocket Charger malfunction or that the device is outside its optimal operating temperature (10°C - 40°C).

  Please perform a reset of your device and make sure it is in the optimal temperature range.

  Still no luck? Please contact our IQOS Care Team (via telephone: 0800 90 10 91, available Monday-Sunday, 9 am - 9 pm; via e-mail: [email protected]) or ask for assistance at the nearest IQOS Partner Store.

Commercial Information

• Where can I buy IQOS?

  We are happy to let you know that the IQOS Partner Stores are now open, where you will be able to buy IQOS devices and accessories. Find more information on IQOS Partner Store locations, opening times and available products and services online on our Store Locator.

  Alternatively, we welcome you to our Online Shop, where we’ll make sure all of our products are available for you and are ready to be shipped to your home.

• What do I do if my device is broken?

  We are here to help you. Please contact our IQOS Care Team at 0800 90 10 91 (free of charge in Austria) or visit an IQOS Partner Store near you. We will, together with our agents, find the most suitable solution to replace your IQOS device in warranty cases.
  Alternatively, you can also use our online self-diagnosis tool to identify and fix the issue with your IQOS.