Loading...
Back

Frequently Asked Questions

FAQ

Heat Not Burn Technology

IQOS is an alternative for adult smokers who would otherwise continue to smoke and want to enjoy real tobacco taste without many of the inconveniences of cigarettes, such as ash or smoke. It is not for people who have quit smoking or have never smoked. IQOS is our most advanced smoke-free product that uses sophisticated electronics to heat tobacco instead of burning it to release a flavourful nicotine containing vapour. IQOS and HEETS tobacco sticks are not for minors. Please refer to Important Information section for details.

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 about the health effects of smoking, 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 that is what you see when using IQOS.

What is the difference between cigarettes and IQOS?

IQOS is a better alternative to smoking because it heats tobacco instead of burning it. It provides real tobacco taste without fire, ash or cigarette smoke, and less smell. IQOS generates a nicotine containing tobacco vapour with on average 90% lower levels of harmful chemicals compared to cigarette smoke. Switching completely to IQOS is likely to present less risk to your health than continuing to smoke. However, IQOS is not risk-free and is addictive. If you are concerned about the health effects of smoking, your best option is to quit tobacco and nicotine use altogether.

Can I use cigarettes with IQOS device?

No you should not. IQOS device has been designed to work exclusively with HEETS tobacco sticks, and vice versa. It is only by using both together that you can take full advantage of the benefits that the system provides and that have been proven by PMI science. All our studies are based on the use of IQOS with HEETS tobacco sticks.

Is using IQOS safe/risk free?

No. IQOS is not risk free. Although the level of harmful chemicals generated by IQOS are reduced by 90% on average, there are still some harmful chemicals. Moreover, HEETS tobacco sticks contain nicotine, which is addictive. This being said, IQOS is a better choice than smoking because, based on the scientific evidence we have to date, switching completely to IQOS is likely to present less risk to your health compared to continuing to smoke. If you are concerned about the health effects of smoking, your best option is to quit tobacco and nicotine use altogether.

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

For any assistance, please, contact our Customer Care: By phone: 080 002 400 (Available Monday - Friday, 9:00 - 18:00) By email: contact.md@IQOS.com

IQOS Devices

Is IQOS safe as an electronic device?

IQOS Holder and Pocket Charger are safe, as electronic devices, when used in accordance with the instructions in the Quick Start Guide. For more details refer to the User Guide. They both comply with EU consumer electronic safety requirements indicated by the “CE" (European Conformity) symbols on the packaging.

What should I do if my IQOS device is not functioning?

If your IQOS device is not working, simply perform a reset. Still no luck? Please contact Customer Care (080 002 400 Monday - Friday 9:00 - 18:00) or ask for assistance at the nearest IQOS store.

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.

Rezerve din tutun HEETS

What is the puffing time of HEETS tobacco stick?

HEETS tobacco sticks are designed for the same duration and number of puffs as cigarettes.

Why are HEETS tobacco sticks shorter than cigarettes?

The HEETS tobacco sticks are designed specifically for the IQOS devices. They have an optimal length, diameter and design for the IQOS Holder.

Why do HEETS tobacco sticks taste different from my usual cigarettes?

The taste of IQOS is different from cigarettes because tobacco is heated rather than burned. By heating the tobacco, the true taste of the tobacco is released. HEETS tobacco sticks are made from a specially selected blend of tobacco in order to provide tobacco taste and satisfaction that replicates as much as possible what adult smokers expect.

Do HEETS tobacco sticks contain nicotine?

Yes, HEETS tobacco sticks contain nicotine, which is addictive. Nicotine is naturally present in the tobacco used in HEETS. It is released in the vapor that is generated during the IQOS usage.

I cannot insert HEETS tobacco stick into the Holder.

If you experience difficulty inserting HEETS tobacco stick, check if the tobacco portion from a previous HEETS tobacco sticks stuck in the Cap. Then, using the Pin from the IQOS Cleaner, push the tobacco portion out as shown below.

IQOS 3

How long does it take to fully charge the device?

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

Should I always fully charge my Pocket Charger battery?

The IQOS 3 device does not require a full charge to work. If the IQOS 3 Pocket Charger is fully charged you may use the holder up to 20 times.

Can I charge 2.4 Plus Holder with the IQOS 3 Pocket Charger and vice versa?

No, the new IQOS 3 Pocket Charger is not compatible with the previous versions. If you insert the 2.4/2.4 Plus Holder into the IQOS 3 Pocket Charger, the Holder will not charge because of the different size. The IQOS 3 Holder cannot be inserted into 2.4 /2.4 Plus Pocket Charger because of the different size.

Can I use the AC power adaptor & USB cable from the previous device version to charge the IQOS 3 device?

You can use the IQOS AC Power Adaptor from the previous device versions. However, IQOS 3 USB cable hosts a USB-C port, which is different from the previous versions.

How can I reset my IQOS device?

You can easily reset your IQOS 3 device by pressing and holding the Pocket Charger Button for 8 seconds and then releasing. Battery Status light will fade in, blink twice, and then progressively fade in to confirm a reset.

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)

What do the lights on my Holder mean?

IQOS Holder vibration: • Vibration begins and a light pulses when you press and hold the Heating Button. This indicates the beginning of the experience (that you can enjoy a tobacco stick for about 6 minutes or 14 puffs whichever comes first). • Vibration and blinking begin when there are 30 seconds or 2 puffs left. This indicates that the IQOS Holder will switch off automatically. Auto cleaning: • Auto cleaning is automatically triggered every 20 charges, after the IQOS Holder has finished its charging process. • During auto cleaning, the user will observe a longer charging process of the Holder (recharge – cleaning – recharge) and constant pulsing white lights.

What do the lights on my Pocket Charger mean?

Any white light indicates that the device performs various operations, like charging, re-initialization, ready to use, fully charged etc. A red blinking light can occur on: • Only Bottom Charger Light indicator: the device is outside operating temperature (0 - 50°C). -> Wait until device is within temperature limits. • Holder status light: Holder malfunction -> Please, perform a reset of the IQOS device. Still no luck? Please contact Customer Care By phone: 080 002 400 (available Monday - Friday, 9:00 - 18:00), by email: contact.md@IQOS.com or ask for assistance at the nearest IQOS store.

What is the optimal IQOS device functioning temperature?

IQOS 3 is designed to work in a wide range of temperatures, but HEETS tobacco stick tastes best when the device is used between 10℃ and 50℃.

What is a smart blade self-cleaning system?

The smart blade self-cleaning process is automatically activated after every 20 sessions, when the Holder is charging. This process reduces tobacco residuals on the heating blade, to make the manual cleaning process easier while ensuring the best tobacco taste experience.

What is a New Protect Plus™ System?

Protect Plus™ System hosts a number of technological improvements: - robust outer shell improves shock resistance of the device - new side door opening tested to guarantee reliable performance - new technology provides longer battery life - heating chamber of your Holder has been redesigned for improved reliability

How can I check the charge level of the battery?

You can easily check the charge level by following these simple steps: 1. Press Pocket Charger Button for 1 second (short press) 2. The Battery Status lights will turn on and indicate the level of charge.

How can I check the charge level of the battery?

You can easily check the charge level by following these simple steps: 1. Press Pocket Charger Button for 1 second (short press) 2. The Battery Status lights will turn on and indicate the level of charge.

IQOS 3 Multi

How can I check the charge level of the battery?

You can easily check the charge level by following these simple steps: 1. Press IQOS 3 Multi Button for 1 second 2. The Battery Status lights will turn on and indicate the level of charge

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. If the device is fully charged you may use it up to 10 back-to-back sessions without recharging.

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 device vibrations mean?

IQOS 3 Multi vibrations are activated in the following situations: - At the start of heating (once you press the Button to start) - When the experience is nearly complete (30 seconds prior the end)

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 device operates outside its operating temperature (0 - 50°C). Please, perform a reset of your device and try again. Still no luck? Please contact Customer Care by phone: 080 002 400 (available Monday - Friday, 9:00 - 18:00), by email: contact.md@IQOS.com or ask for assistance at the nearest IQOS store.

What is the optimal IQOS device functioning temperature?

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

What is a smart blade self-cleaning system?

The smart blade self-cleaning process is automatically activated after every 10 back-to-back sessions, when connected to the power. This process reduces tobacco residuals on the heating blade, to make the manual cleaning process effortless while ensuring the best tobacco taste experience.

IQOS 2.4 Plus

How can I check the charge level of the battery?

You can easily check the charge level by following these simple steps: 1. Press for 1 second the ON/OFF button 2. The LEDs will turn on and indicate the level of charge: - 1 LED = low charge level - 4 LEDs = device is fully charged

How long does it take to fully charge the device?

It takes approximately 90 minutes to fully charge the IQOS 2.4 Plus Pocket Charger from an electrical outlet. Only charge IQOS 2.4 Plus device using the supplied AC Power Adaptor and 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 2.4 Plus Pocket Charger is fully charged you may use the holder for up to 20 times.

How can I reset my IQOS device?

You can easily do a reset of your IQOS 2.4 Plus device by simultaneously pressing and then releasing the Bluetooth and Power Buttons until all lights briefly blink.

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)

What does the red light on my Holder mean?

The red light, blinking or steady, on your Holder 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. e. Still no luck? Please contact Customer Support by phone: 080 002 400 (available Monday - Friday, 9:00 - 18:00), by email: contact.md@IQOS.com or ask for assistance at the nearest IQOS store.

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 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 Customer Care by phone: 080 002 400 (available Monday - Friday, 9:00 - 18:00), by email: contact.md@IQOS.com or ask for assistance at the nearest IQOS store.

What is the optimal IQOS device functioning temperature?

IQOS 2.4 Plus 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℃.

Services and Support

I am new to IQOS. Do you offer any personalised assistance? Is it free of charge?

We know that some adult smokers find it challenging to convert to IQOS. That is why we encourage adult IQOS users to join our complimentary and effective QOACH program. Your personal QOACH will be by your side to answer your questions via phone, email, instant messaging ― whichever you prefer. How does this program help? From deciding which type of HEETS tobacco sticks suits your taste preferences best, to explaining how to clean your device, to providing tips about IQOS whenever you need it, our highly trained QOACHES will accompany and motivate you every step of the conversion journey.

How can I enrol in the personalised assistance program?

Please contact Customer Care by phone: 080 002 400 (available Monday - Friday, 9:00 - 18:00) or ask for enrollment in the nearest IQOS store.

Who can enrol in this program?

To join, you must be a legal-age smoker who would like to continue enjoying tobacco products and switch from cigarettes to IQOS. That’s it!

Additional Support