If you have a missed call from the number 0800 90 10 91, our IQOS experts have been trying to reach you. This is our IQOS customer service.

The call may be related to one of your service requests or orders. 

You can reach us by phone from Monday to Sunday from 9:00 a.m. to 9:00 p.m. (free of charge within Austria). Alternatively, you can contact us via e-mail or live chat on our website.  

For more information and practical tips & tricks, you can also find us at Instagram or Facebook.

You can find the contact information at here.
 

Our registered new customers receive a welcome call from our IQOS experts a few days after purchasing their first IQOS device*.

If you have not received a call, this may be for the following reasons:

•    You are not yet registered on iqos.at - Here you can create a profile in just a few steps.
•    You are registered but have not yet linked a device to your account - you can link your IQOS device at "My devices".
•    We could not find a valid phone number in your profile.
•    Your new device was purchased/linked just a few days ago - we'll get back to you soon.

If you currently need support, you can reach us by phone from Monday to Sunday from 9 a.m. to 9 p.m. at 0800 90 10 91 (free of charge within Austria). Alternatively, you can contact us via e-mail or live chat on our website. 

For more information and practical tips & tricks, you can also find us at Instagram or Facebook.
 
*Consent to contact provided
 

If you have a missed call from the number 0800 900 099, our IQOS experts have been trying to reach you. Don't worry - if you couldn't pick up the phone the first time, we'll try again in the next few days.

This is our welcome call, which all registered new customers receive a few days after purchasing their first IQOS device*.

The welcome call gives you the opportunity to tell us about your previous experience with IQOS. This allows us to get to know you better as a customer. Our IQOS experts will also support you with customized tips and tricks for your new everyday life with IQOS.

You can find more information here.

*Consent to contact provided

If the age verification status is “Failed”, then these are the reasons why:

1.    You haven’t entered correctly the information needed, meaning the month and the year of your birth.

2.    You are a minor, under 18 years old.

Our commitment is to offer our better alternatives only to adult tobacco and nicotine users, who would otherwise continue to smoke.

The best thing to do as an adult tobacco and nicotine user, is quit using tobacco and nicotine products.

Age verification is a mandatory field especially when accessing our website and services.

The online age verification is successful, when you are adult. By entering your date of birth, you confirm that you are a resident of Austria and at least one of the following statements applies to you:
•    I am an adult smoker or user of nicotine products. 
•    I am an adult and would like to obtain information about IQOS for or on behalf of an adult smoker or nicotine user. 
•    I am an adult who would like to purchase IQOS for another adult smoker or user of nicotine products.

This is the most important part of our Youth Access Prevention guidelines. Our commitment is to offer our better alternatives only to adult tobacco and nicotine users who would otherwise continue to smoke.

The best thing to do as an adult tobacco and nicotine user is quit using tobacco and nicotine products.

There is a way to unsubscribe from our product news and offers if you choose.

Log into your user account here and click on "My Account". Scroll down to "Communication channels" to change your settings. Please note that it might take a few days until you get fully removed from the communication list.

You have the right to request us to delete your information, as we respect that you might no longer be willing to continue a consumer relationship with us.

In this case, we shall review whether we have any pending activities, such as open orders, lent device, device warranties etc., that we will need to close prior to deleting your consumer profile.

Keep in mind that:
• By deleting your consumer profile, together with your consumer data, will mean that you won’t be able to log-in to your account anymore.
• After a few days after your request, an e-mail will be sent to you, confirming the status.

It is very important to mention that we respect the privacy of our adult consumers and takes it seriously.
We use information about you only in accordance with applicable data protection laws.  

We may collect various types of information about you such as:

•    information necessary to fulfil your orders
•    information necessary to provide warranty services
•    information you give us in forms or surveys
•    information you give us in calls you make to the Customer Service

This information can be collected with various ways too:

•    You may provide us with information directly (e.g. if you register to receive our press releases or e-mail alerts; when you send data during a visit to PMI's website, or fill in a form, or make a call to us).
•    We may collect information automatically (e.g. when you use the PMI website).

We will retain information about you for the period necessary to fulfil the purposes for which the information was collected. After that, we will delete it. The period will vary depending on the purposes for which the information was collected.

Note that in some circumstances, you have the right to request us to delete the information. Also, we are sometimes legally obliged to retain the information, for example, for tax and accounting purposes.

To learn more information on your personal data read the Philip Morris Austria Privacy Notice. 

You can register further devices in your IQOS user profile. In your profile, go to "My devices" and click on "Add device".

Relevant Information: 
•    How to order your IQOS
•    Track your IQOS order
•    How to pay my IQOS
•    Contact IQOS service and support
 

You can register directly on our website, in the “Sign in”/ “Register" section, by selecting "Register". At the end of the registration, you will receive an email with a link to activate your profile within 24 hours.  
  
If you already have an IQOS account, instead, it will be sufficient to click on "Login", then enter the email address and password defined at the time of registration. Forgot your password? Click on "Forgot your password?" To receive an email that will allow you to create a new one. 
 

Registration is mandatory for purchases on iqos.com. Thus, you can take advantage of many benefits. If you buy in IQOS stores or through the IQOS points of sales, registration may not be mandatory, but you will have to prove that you are of legal age.  

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

In case you purchased your device on iqos.com, your device will be automatically registered. If you purchased your device at one of our distributors, you can register yourself as a new customer on 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 our website and follow the step-by-step instructions (please have your IQOS device number and mobile phone number ready) 
 

On iqos.com you can login with your Email and Password. If you have forgotten your password, you can click on the “forgot password” button. You receive an email in order to reset your passwort.

In order to change your password or email address, you need first to login and visit your account page. 
 
For updating your email, you can visit the “Personal Information” section and click on the “edit” icon. After changing your email address and saving your changes, click on the “Verify my e-mail address”. In order to verify your email, check your inbox and click on the email verification button. 
 
For updating your password, you can visit the “Password” section and click on the “edit” icon. After confirming your current password, you can set a new one. If you have never set a password in the past, you will be asked to set a new one. 
 

If you have registered on iqos.com and have given your consent for product information, then you can withdraw your opt in. Simply, go to your IQOS profile, by selecting “My account” and tick off to unsubscribe from communication.

You have the right to request us to delete your information, as we respect that you might no longer be willing to continue a consumer relationship with us. 
In this case, please proceed as follows: 

• Contact our IQOS hotline on 0800 90 10 91 and request the deletion of your account.  
• Our IQOS experts shall review whether we have any pending activities, such as open orders, lent device, device warranties etc., that we will need to close prior to deleting your consumer profile.

Keep in mind that:
• Deleting your consumer profile, together with your consumer data, will mean that you won’t be able to log-in to your account anymore.
• A few days after your request, an e-mail will be sent to you, confirming the status.

It is possible you have forgotten or mistyped your password. If you think this is the case, please try again or reset your password.

If you are a registered IQOS user in another country, your login details will not be valid for logging in in Austria.

(See: I wish to register on iqos.com in Austria, but I already have an account abroad. What should I do?)

If you are trying to register on iqos.com with an email address already associated with an IQOS account (including accounts from abroad), you will receive a registration error. In order to register in Austria, see: I wish to register on iqos.com in Austria, but I already have an account abroad. What should I do?

Registration is needed when ordering from iqos.com. Besides that, you can take advantage of many other benefits, such as 

• Access to customized support programs for use of the product such as the self-diagnosis tool.
• Access to exclusive information & promotions open to you, such as, for example, information about limited editions.
• If under warranty and in line with the respective service terms to have your device repaired/replaced, you can ask for it to be delivered to an Austrian address of your choice – with our rapid replacement service, we will quickly replace your device mostly within 3 hours
• Access to the International Assistance Service for support while travelling anywhere where IQOS is available.
• Access to the REFER program, through which you can refer IQOS to adult smokers’ friends and gain benefits for the both of you.

Depending on where you buy your device, registration may not actually be necessary. If, for example, you buy online, registration will be automatic at the time of purchase. Instead, if you buy your device from an authorized IQOS Partner Store you may need to register manually.