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Frequently Asked Questions

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Heat Not Burn Technology

What kind of product is IQOS?

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 and 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 95% lower levels of harmful chemicals compared to cigarette smoke.

Can I use cigarettes with IQOS device?

No you should not. IQOS device has been designed to work exclusively with 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 tobacco sticks.

Is using IQOS safe/risk free?

No. IQOS is not risk free. Although the level of harmful chemicals generated by IQOS is reduced by 95% on average, there are still some harmful chemicals. Moreover, 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 (free call): 0800 2 12 12
By email: contact.ba@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.

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 via telephone number (free call) 0800 2 12 12, e-mail contact.ba@iqos.com (Monday-Saturday: 09:00 - 21:00 or Sunday: 10:00 - 18:00) or ask for assistance at the nearest IQOS zone.

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.

IQOS 3

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 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 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 10 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 the heating (once you press the IQOS 3™ Holder Button to start 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 session) - two vibrations

What do the lights on my Holder mean?

Any white light indicates that the IQOS 3™ device performs various operations, like charging, resetting, OR is ready to use, fully charged etc. Any red light (steady or blinking) indicates that there is a device error.
Please, perform a reset of your device and try using it again.
Still no luck? Please contact Customer Care via telephone number (free line) 0800 2 12 12, e-mail contact.ba@iqos.com (Monday-Saturday: 09:00 - 21:00 or Sunday: 10:00 - 18:00) or ask for assistance at the nearest IQOS zone.

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 device.
Still no luck? Please contact Customer Care via telephone number (free call) 0800 2 12 12, e-mail contact.ba@iqos.com (Monday-Saturday: 09:00 - 21:00 or Sunday: 10:00 - 18:00) or ask for assistance at the nearest IQOS zone.

What is the optimal IQOS device functioning temperature?

IQOS 3 is designed to work in a wide range of temperatures, but the most optimal usage is best when the device is used between 10℃ and 50℃.

What is a New ProtectPlus™ System?

ProtectPlus™ 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

IQOS 3 Multi

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 the heating (once you press the Button to start) - 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 session) - two vibrations

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 via telephone number (free call) 0800 2 12 12, e-mail contact.ba@iqos.com (Monday-Saturday: 09:00 - 21:00 or Sunday: 10:00 - 18:00) or ask for assistance at the nearest IQOS zone.

What is the optimal IQOS device functioning temperature?

IQOS 3 Multi is designed to work in a wide range of temperatures, but optimal usage is when the device is used between 0℃ and 50℃.

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 2.4Plus Pocket Charger from an electrical outlet. Only charge IQOS 2.4Plus 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 2.4Plus 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 Care via telephone number (free call) 0800 2 12 12, e-mail contact.ba@iqos.com (Monday-Saturday: 09:00 - 21:00 or Sunday: 10:00 - 18:00) or ask for assistance at the nearest IQOS zone.

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 via telephone number 0800 2 12 12, e-mail contact.ba@iqos.com (Monday-Saturday: 09:00 - 21:00 or Sunday: 10:00 - 18:00) or ask for assistance at the nearest IQOS zone.

Tobacco sticks

What is the puffing time of tobacco stick?

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

Why are tobacco sticks shorter than cigarettes?

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

Why do 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. 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 tobacco sticks contain nicotine?

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

What is the composition of the tobacco stick?

Find out more at PMI website.

I cannot insert tobacco stick into the Holder

If you experience difficulty inserting tobacco stick, check if the tobacco portion from a previous tobacco sticks stuck in the Cap. Then, using the Pin (1) from the IQOS Cleaner, push the tobacco portion out.

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