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Frequently Asked Questions

FAQ

Smart Change

What is Smart Change?

How do I know if my device is eligible for the program?

Do I have to pay for recycling?

If I have several eligible devices, can I purchase the IQOS 3 DUO with a 300 MDL discount?

Can I send the coupon as a gift to a friend?

How do I apply for the service?

Can I recycle the device without the box and accessories?

What should I do if I don't have a user account and the device is not registered

Why do you need my ID card?

Why don’t you recycle devices from other countries?

Why can't I give the coupon to a friend?

Why can't I use the coupon in other shops like Darwin or Enter?

What is the coupon’s validity?

Can I get a new device in installments after using Smart Change?

How can I recycle my IQOS if it's not eligible for Smart Change?

What if I have other questions?

Orders & Commercial Information

Are IQOS stores open?

Where can I buy HEETS?

How do I contact the Call Center?

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

What is the best way to disinfect my IQOS?

Heat Not Burn Technology

What is IQOS?

Will IQOS help me quit smoking?

Does IQOS produce smoke?

What is the difference between cigarettes and IQOS?

Can I use cigarettes with IQOS device?

Is using IQOS safe or risk-free?

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

Is nicotine harmful?

How do you measure IQOS emissions, which you claim are reduced on average by 95% compared to the smoke of a 3R4F cigarette?

What is the totality of evidence you refer to when claiming that switching to IQOS presents less risk than continued smoking?

How do you measure the number of IQOS users?

What is this 3R4F cigarette you refer to?

HEETS tobacco sticks

What does the ban on menthol and capsule cigarette sales mean?

Which HEETS flavors are available?

Where can I find HEETS Purple Wave and Green Zing?

What is the puffing time of HEETS tobacco stick?

Why are HEETS tobacco sticks shorter than cigarettes?

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

Do HEETS tobacco sticks contain nicotine?

I cannot insert HEETS tobacco stick into the Holder.

What is the composition of the HEETS tobacco stick?

FDA authorization for IQOS system

What is FDA?

What is an MRTP?

What is the difference between FDA approval and authorization?

What is the difference between IQOS as an MRTP and cigarettes?

What is the difference between IQOS as a Modified Risk Tobacco Product and vaping products?

How does the US FDA announcement change the marketing of PMI’s smoke-free products?

IQOS Devices

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

What are the optimal IQOS storage conditions?

Can I use IQOS indoors?

Use of IQOS in holiday destinations

IQOS 3 DUO

How is IQOS 3 DUO different from the previous devices?

How can I check the charge level of the battery (IQOS 3 DUO)?

How long does it take to fully charge the IQOS 3 DUO device?

Should I always fully charge my Pocket Charger battery (IQOS 3 DUO)?

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

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

How can I reset my IQOS 3 DUO device?

How to check the Holder status for available uses (IQOS 3 DUO)?

How does IQOS 3 DUO adapt to the rhythm of consumption?

What do device vibrations mean (IQOS 3 DUO)?

What is the optimal IQOS 3 DUO device functioning temperature?

IQOS 3

How long does it take to fully charge the device?

Should I always fully charge my Pocket Charger battery?

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

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

How can I reset my IQOS device?

What do device vibrations mean?

What do the lights on my Holder mean?

What do the lights on my Pocket Charger mean?

What is the optimal IQOS device functioning temperature?

What is a smart blade self-cleaning system?

What is a New Protect Plus™ System?

How can I check the charge level of the battery?

IQOS 3 Multi

How can I check the charge level of the battery?

How long does it take to fully charge the device?

Should I always fully charge my Pocket Charger battery?

How can I reset my IQOS device?

What do device vibrations mean?

What do the lights on my IOQS 3 Multi mean?

What is the optimal IQOS device functioning temperature?

What is a smart blade self-cleaning system?

IQOS 2.4 Plus

How long does it take to fully charge the device?

Should I always fully charge my Pocket Charger battery?

How can I reset my IQOS device?

What do device vibrations mean?

What does the red light on my Pocket Charger mean?

What is the optimal IQOS device functioning temperature?

IQOS Rental

What is the IQOS rental service about?

How do I apply for the service?

How many times can I rent IQOS?

Can I rent IQOS 2.4 Plus or another model?

How much does the IQOS rental service cost?

Where do I go to rent an IQOS?

Can I rent an IQOS for somebody else?

What do I get when renting the device?

Do I also get HEETS with the IQOS rental?

Is support provided as part of the service?

Can I travel abroad with a rented IQOS?

IQOS has broken down during rental, how do I have it repaired or replaced?

What happens if IQOS breaks down during rental?

Are there penalties for keeping the device over the duration stipulated in the contract?

Where do I return the rented device, can I return it in any store?

Can I buy the rented device after expiry of the rental period?

Services and Support

How can I get assistance if I am abroad?

Do you offer any personalized assistance? Is it free of charge?

How can I enrol in the personalised assistance program?

Who can enrol in this program?

Can I try IQOS before I buy it?

Additional Support

Are you 18 or over and a smoker?