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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 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 tobacco sticks are not for minors (under 18 years).
Please refer to Important Information section for details.
https://ba.iqos.com/en/product/iqos/information

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 emits on average 95% lower levels of harmful chemicals compared to cigarettes.*

Switching completely to IQOS presents less risk to your health than continuing to smoke.

Important information: IQOS is not risk-free. It delivers nicotine, which is addictive.

* Compared to the smoke of a reference cigarette (3R4F). It does not necessarily equal a 95% reduction in risk.

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 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. IQOS emits on average 95% lower level of harmful chemicals compared to cigarettes*. Switching completely to IQOS is less harmful that continuing to smoke.

Important information: IQOS is not risk-free. It delivers nicotine, which is addictive.

* Compared to the smoke of a reference cigarette (3R4F). It does not necessarily equal a 95% reduction in risk.
If you are concerned about the health effects of smoking, your best option is to quit tobacco and nicotine use altogether.

Can I use IQOS indoors?

In the event IQOS™ is not expressly regulated, consumers should respect the rules and exercise common sense with respect to where and around whom they use the product.
The composition of the aerosol of this product is significantly different from that of the cigarette smoke.
A decision concerning the use in indoor public places will need to be made by the authorities.

On a plane: consumers should ask permission from airline staff. Most airlines currently do not allow smoking or usage of alternative tobacco products on their aircrafts.

Use of IQOS in holiday destinations

The inbound allowance for tobacco sticks are similar to cigarettes and may vary from one country to another.

Before leaving for vacation, please double check the allowances set by respective government agency in the country of your travel.

Customs authorities in the country of your destination may challenge the excess of the inbound allowance and could take the product, or even apply fines.

Travelers should check before traveling if entering with tobacco products in their country of destination is allowed.

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

For any assistance, please, contact our Customer Care:
By phone: 0800 2 12 12, working hours are: Monday - Saturday 9:00 am - 9:00 pm and Sunday 10:00 am - 6:00pm.
By email: contact.ba@iqos.com
Facebook: https://www.facebook.com/iqos.bih/
Viber: https://iqos.buzz/iqos_ba

IQOS Devices

Is IQOS safe as an electronic device?

IQOS Holder and Pocket Charger are designed to be safe, as electronic devices, when used in accordance with the instructions in the User Guide.
They both comply with the EU consumer electronic safety requirements indicated by the “CE" (European Conformity) symbols on the packaging.
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 free line: 0800 2 12 12, e-mail, Facebook or Viber.
Working hours are: Monday - Saturday 9:00 am - 9:00 pm and Sunday 10:00 am - 6:00pm.

E-mail: contact.ba@iqos.com
Facebook: https://www.facebook.com/iqos.bih/
Viber: https://iqos.buzz/iqos_ba

Or ask for assistance at the nearest IQOS store
[All IQOS Stores give support in terms of warranty. Please redirect to IQOS Store finder in this website].

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 to clean my IQOS?

You can easily clean your IQOS™ Holder and Cap in few steps:
IQOS Holder:

• Prepare
1. switch off your IQOS Holder
2. wait for at least 30 seconds to cool down the blade
3. remove the cap
4. slide open your IQOS Cleaning Tool and check if it is not deformed and free of particles

• Insert
1. with a straight and gentle gesture, insert the IQOS Cleaning Tool till it touches the bottom of the heating chamber
2. do not twist yet

• Clean
1. without any further pushing pressure, gently twist IQOS™ Cleaning Tool 2-3 times
2. stop twisting, and extract the Tool straight from the Holder
3. gently tap the Holder and the Cleaning Tool to remove the tobacco residuals

• Finalize – use the IQOS™ Cleaning Sticks as a finishing touch.
1. insert the IQOS™ Cleaning Stick straight along the chamber
2. do not push or hit against the blade
3. do not attempt to clean the blade
4. in case IQOS™ Cleaning Stick is blocked, do not force. Simply use again the IQOS Cleanig Tool and repeat the above steps.

IQOS Cap:
1. Clean the inside of the IQOS™ Cap from the top with the IQOS™ Cleaning Sticks
2. Clean the bottom of the Cap with the IQOS™ Cleaning Tool:
a. Insert the IQOS™ Cleaning Tool till it touches the bottom of the Cap
b. Without extra push, gently twist the IQOS™ Cleaning Tool 2 - 3 times
c. Stop twisting, and gently tap both the cap and the IQOS™ Cleaning Tool to remove tobacco residuals.

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 IQOS™ original cleaning tools to clean your IQOS™.

IQOS 3 DUO

How is IQOS 3 DUO different from the previous devices?

The new IQOS 3 DUO has our fastest and most powerful Holder within IQOS family. Inspired by our customers, it has been designed around your needs to enjoy the IQOS moment your way:
- It enables to enjoy two consecutive uses without Holder recharging
- Faster Holder charging allows you to focus on your enjoyment and not worry about recharge:
• At least 2min 20sec faster than charging the Holder of IQOS 2.4 Plus*
• At least 1min 40sec faster than charging the Holder of IQOS 3*
- It hosts our IQOS ProtectPlus™ System for better protection and reliability and NFC chip for easy registration and access to IQOS website

*provided IQOS 3 DUO Holder is fully charged the first time or when fully depleted; and applicable for charging IQOS 3 DUO Holder from 0 to 1 use. It may depend on conditions of use, on battery lifecycle, weather conditions and device usage.

How can I check the charge level of the battery?

To check the charge level of the IQOS 3 Duo Pocket Charger, press & release the Pocket Charger Button.

The Pocket Charger Status light will turn ON for 3 sec to indicate battery status:
4 LEDs = more than 75% charged
1 LED = low charge. Need to charge

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 AC Power Adaptor and 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 2.4/2.4+ 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+ Holder into the IQOS 3DUO 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+ Pocket Charger, the Pocket Charger lights will start blinking, however, the Holder won’t charge.

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

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 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:

To check the status on the Holder:
- Press & release the Button of the Holder:

  • 2 lights – ready for two uses
  • 1 light – ready for one use
  • No light – Holder not charged
To check the Holder status on the Pocket Charger:
- Press & release the Pocket Charger Button
- 2 lights – ready for two uses
- 1 light – ready for one use

On IQOS 3 DUO P. Charger On IQOS 3 P. Charger*

* For those customers who use a mixed version of IQOS 3 DUO Holder in the IQOS 3 Pocket Charger. In some cases it may be required to upgrade the firmware of IQOS 3 Pocket Charger to know when the Holder is ready for 1 use.

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

IQOS 3 DUO enables to have two consecutive uses without Holder recharge. 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, 1 LED – 1 use.

If you need the second use right away, your Holder is instantly ready for it.

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.

In most cases, you can charge Holder back to at least one experience faster than Holder

What do device vibrations mean?

IQOS 3 DUO Holder vibrations are activated in the following situations:
- At the start of the heating (once you press the Holder 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) - two vibrations

- When the experience is nearly complete (30 seconds prior the end of the tobacco session) - 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 NFC?

NFC stands for Near-field communication (NFC). It enables two electronic devices, your IQOS device and your phone, communicate by bringing them within 4 cm of each other.
In IQOS, we use this technology to offer simplified access to the digital experience (IQOS website) to iOS users or users who do not wish to download IQOS Connect App.
It allows for simplified user/device registration, easy device onboarding to quickly learn how to use your IQOS.
Just in one tap you will get access to your key needs – quickly find nearest IQOS store, contact customer care, access IQOS online store and many more.

How to activate NFC function?

If your phone hosts a NFC chip, just activate your NFC in your phone’s settings menu.
The two devices will connect automatically when you bring them close to each other (less than 4 cm apart) and IQOS webpage will open.
That’s it.

How can I register my device by using NFC or QR code?

There are two ways to access the IQOS website for registration: with NFC tap or QR code:

1. Registration by using NFC Tap:

  • tap your smartphone on the device’s door to open web interface on your phone’s screen
  • fill in required information to register. Note, that the device’s serial number is automatically populated.

2. Registration by using QR code:

  • scan QR code on the device packaging (the folio inside the packaging that contains user documents) to open web interface
  • take a picture of the label on the packaging to capture the serial number of your device
  • device’s serial number is automatically populated. If not, please take a picture of the label outside the packaging box to capture the serial number of your device
  • fill in required information to register your device

How can I upgrade the firmware of my IQOS 3 Pocket Charger to use it with IQOS 3 DUO Holder?

If you already have an IQOS 3 device and would like to use your IQOS 3 DUO Holder with the IQOS 3 Pocket Charger, you might need to upgrade your firmware.
To understand whether your current IQOS 3 requires an upgrade, do the following:
1. Fully charge your IQOS 3 DUO Holder and insert it in the IQOS 3 Pocket Charger
2. Press the Pocket Charger button to check the Holder status light:
a. If the light blinks once – need upgrade
b. If the light blinks twice – no need for upgrade
You can upgrade the firmware of your device in the IQOS Store. It is free of charge.

After the upgrade you will be able to charge and use your IQOS 3 DUO Holder with the IQOS 3 Pocket Charger.

What is a 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™:

  • 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
  • electronic chamber* of your IQOS 3™ Holder has been redesigned for improved device reliability
* Electronic chamber refers to the area of the IQOS™ Holder, where the electronic elements are located.

What is Lucid Teal capsule collection?

It is a limited offer of IQOS™ 3 DUO device in a lucid teal color which can be customized with matching accessories:

1. Lucid teal aluminum door cover
2. Lucid teal door cover
3. Lucid teal cap

More information on IQOS™ 3 DUO device

Is the warranty different for this product?

Current warranty duration applies (as for standard device versions)
[Same variant replacement is subject to stock availability]

May I use this customized device with IQOS™ 3/ DUO charger?

Yes, functionality of the product is the same.

Where can I buy the Lucid Teal capsule edition?

• Available only on IQOS website

What is the price of the offer?

• Price of IQOS 3 DUO Kit Lucid Teal is 130.00 BAM

Will you continue selling Copper capsule edition?

• No, Lucid Teal will replace Copper capsule edition.
• After that, Copper limited edition will not be available for sale anymore.

What is Iridescent Collection?

• It is a limited edition of door covers with a high shine varnish which gives a premium look for affordable price
• The Iridescent door and cap collection is suitable for IQOS 3 and IQOS 3 DUO device

Will I still be able to purchase the Lucid Teal device / Lucid Teal and Iridescent accessory after the offer ends?

• The color options are subject to stock availability.
• Please, check our website or visit the nearest IQOS™ Store to discover the full line of our customization options.

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 (short press)
2. The Battery Status lights will turn on and indicate the level of charge:
4 LEDs = more than 75% charged
1 LED = low charge. Need to 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, 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 having to recharge between the Tobacco sticks.

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 tobacco 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: 0800 2 12 12, e-mail, Facebook and Viber.
Working hours are: Monday - Saturday 9:00 am - 9:00 pm and Sunday 10:00 am - 6:00pm.

E-mail: contact.ba@iqos.com
Facebook: https://www.facebook.com/iqos.bih/
Viber: https://iqos.buzz/iqos_ba

Or ask for assistance at the nearest IQOS store
[All IQOS Stores give support in terms of warranty. Please redirect to IQOS Store finder in this website].

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 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 120 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 2.4Plus 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 2.4Plus 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: 0800 2 12 12, e-mail, Facebook and Viber.
Working hours are: Monday - Saturday 9:00 am - 9:00 pm and Sunday 10:00 am - 6:00pm.

E-mail: contact.ba@iqos.com
Facebook: https://www.facebook.com/iqos.bih/
Viber: https://iqos.buzz/iqos_ba

Or ask for assistance at the nearest IQOS store
[All IQOS Stores give support in terms of warranty. Please redirect to IQOS Store finder in this website].

What does the red light on my Pocket Charger mean?

a. Holder light on the IQOS 2.4Plus 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: 0800 2 12 12, e-mail, Facebook and Viber.
Working hours are: Monday - Saturday 9:00 am - 9:00 pm and Sunday 10:00 am - 6:00pm.

E-mail: contact.ba@iqos.com
Facebook: https://www.facebook.com/iqos.bih/
Viber: https://iqos.buzz/iqos_ba

Or ask for assistance at the nearest IQOS store
[All IQOS Stores give support in terms of warranty. Please redirect to IQOS Store finder in this website].

What is the optimal IQOS device functioning temperature?

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

Tobacco sticks

Do tobacco stick last as long as a cigarette?

IQOS and tobacco sticks have been carefully designed to provide you with tobacco satisfaction and duration similar to the one you get from cigarettes. With each tobacco stick on average lasting up to 14 puffs or 6 minutes.

Tobacco sticks are small. Does that mean they won’t last as long as cigarette?

IQOS and tobacco sticks were designed to provide you with tobacco satisfaction similar to the one you get from cigarettes. On average the usage duration of heating tobacco stick is similar to one of cigarettes and can last up to 6 minutes or 14 puffs.

Tobacco sticks have been special designed to fit in to the iqos holder. They may be smaller than cigarettes, but that doesn’t mean their duration and your tobacco satisfaction will be shortened. If you take longer, gentler puffs, with longer breaks between them your tobacco stick will last up to 6 minutes or 14 puffs.

Why is tobacco sticks taste different from that of the cigarettes’?

The taste of tobacco sticks is different from that of 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?

Ultra-compact and precisely designed, tobaco sticks consistently deliver tobacco taste, satisfaction and pleasure when heated with IQOS Device.

Tobacco part consists of the carefully selected, finely ground and specially prepared tobacco that delivers the best taste while heating. Non-tobacco part consists of:

  • Cooling plug - made of corn-based material also used in medical, food and beverage industries
  • Air flow chamber – designed to hold the tobacco plug in place and transfer the aerosol to the cooling plug
  • Protective wrap – protective aluminium wrap which helps to deliver a consistent taste experience
  • Filter - similar to the mouthpiece filter of a cigarette. Made of cellulose acetate.

I cannot insert tobacco stick 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 Holder Cap is fully closed
If the above is all right, you can try to pre-heat the IQOS Holder prior to inserting the tobacco stick:
- IQOS 2.4/ IQOS 2.4P / IQOS 3/IQOS 3 DUO:
- Press the Holder Button to start heating
- Wait for 2-3 seconds for pre-heating
- Gently insert the tobacco stick

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

If none of the above solutions helps, consider the following options:
  • Please contact Customer Care for assistance
  • Visit the nearest IQOS Store
  • Ask an IQOS™ Coach to visit you

How to remove the stuck tobacco from the IQOS Holder?

If the tobacco plug is stuck in your cap, remove by gently tapping the cap on a hard surface to extract the tobacco plug, or by using a cleaning pin.
If you use the pin, simply push the rod outward from the bottom part of the cap.
To prevent this issue, please make sure to always lift up the cap before extracting the used tobacco stick.

Tips to make your experience last longer

IQOS carefully monitors the temperature and number of puffs of each tobacco stick to ensure an optimal balance between stick heating temperature and duration, all to provide you with a consistent tobacco taste from tobacco stick.

Longer and gentler puffs would extend the duration and increase satisfaction from your tobacco sticks.

The blade within your IQOS needs some time to heat the tobacco to the optimal temperature. This is why taking longer breaks between puffs would help to deliver a consistent taste experience from your tobacco sticks.

Are tobacco sticks as satisfying as a cigarette?

IQOS and tobacco sticks were designed to provide you with tobacco satisfaction similar to the one you get from cigarettes. On average the usage duration of tobacco stick is similar to one of cigarettes and can last up to 6 minutes or 14 puffs.

Conversion Support

I am not sure if IQOS is for me. Can I try IQOS before I buy it?

For lending you can request a visit me in contact.ba@iqos.com, a Commercial Agent will contact you back as soon as possible.

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 or video calls ― whichever you prefer.
How does this program help? From deciding which type of 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 0800 2 12 12 or ask for enrollment in the nearest IQOS store
[All IQOS Stores give support in terms of warranty. Please redirect to IQOS Store finder in this website].

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!

Orders and Commercial Information

In which countries is IQOS available?

IQOS is available in the following countries*:
https://www.pmi.com/smoke-free-products/iqos-our-tobacco-heating-system

Are IQOS stores open?

We are happy to let you know that IQOS stores are once again opened: Our IQOS zones are again opened in:

Sarajevo
• BBI Center - Working hours: XX-YY
• Sarajevo City Center - Working hours: XX-YY
• MOPS Ferhadija - Working hours: XX-YY
• Grand Center Ilidža - Working hours: XX-YY

Tuzla
• Bingo City Center - Working hours: XX-YY

Mostar
• Mepas Mall - Working hours: XX-YY

Banjaluka
• Delta Planet Mall - Working hours: every day 09h - 21h

Which services are available in stores?

Currently, you can assist a product guided trial, purchase devices, HEETS and accessories and service your existing device.

Which services are not available in stores?

The community space has been temporarily repurposed in order to meet the social distancing standards.

Are there any safety rules I should be aware of when visiting the stores?

The entry inside the store will be guided by our store staff. When visiting us, we kindly ask you to follow the social distancing rule and maintain the 2 meters recommended distance. Protective equipment (masks, gloves) will be provided shall you wish to use it.

What measures are you taking to ensure the safety of your customers and staff?

We have implemented measures, that include but are not limited to professional sanitization of the entire store, strict sanitization of devices post lending and guided trial and usage of protective equipment, such as masks and gloves, for both our store staff and consumers.

Additional Support