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Frequently Asked Questions

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Heat Not Burn Technology

What kind of product 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/risk free?

Can I use IQOS indoors?

Use of IQOS in holiday destinations

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

IQOS Devices

Is IQOS safe as an electronic device?

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

What are the optimal IQOS storage conditions?

How to clean my IQOS?

How to clean the IQOS Cleaning Tool?

How often should I clean my IQOS?

IQOS 3 DUO

How is IQOS 3 DUO different from the previous devices?

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?

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?

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

What do device vibrations mean?

What is the optimal IQOS 3 DUO device functioning temperature?

What is NFC?

How to activate NFC function?

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

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

What is a New ProtectPlus™ System?

What is Lucid Teal capsule collection?

Is the warranty different for this product?

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

Where can I buy the Lucid Teal capsule edition?

What is the price of the offer?

Will you continue selling Copper capsule edition?

What is Iridescent Collection?

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

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?

IQOS 2.4 Plus

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 does the red light on my Holder mean?

What does the red light on my Pocket Charger mean?

What is the optimal IQOS device functioning temperature?

Tobacco sticks

Do tobacco stick last as long as a cigarette?

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

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

Do tobacco sticks contain nicotine?

What is the composition of the tobacco stick?

I cannot insert tobacco stick into the Holder

How to remove the stuck tobacco from the IQOS Holder?

Tips to make your experience last longer

Are tobacco sticks as satisfying as a cigarette?

Conversion Support

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

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

How can I enrol in the personalised assistance program?

Who can enrol in this program?

Orders and Commercial Information

When does Black Friday for IQOS start?​

​ How long will Black Friday offers be available to purchase?​

What items will be available to purchase on Black Friday?

In which countries is IQOS available?

Are IQOS stores open?

Which services are available in stores?

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

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

Additional Support