Welcome to IQOS support page!

E-coach videos

Learn how to use properly, clean, and charge your IQOS device, and find quick tips. You can activate the advanced guarantee by watching the e-coach videos.

IQOS Customer Care

A helping hand in getting to know how to use IQOS.


We are here to help. Get the support you need for your IQOS device.

Accidental damage coverage

Dropped down? Broken? We have a solution! If you accidentally damage your IQOS device, we’ll replace it once for free.

Rapid product replacement

If you are entitled for a replacement, with the help our Customer Care service you will receive a replacement at the IQOS selling point instantly.

Travelling information

Travelling abroad? Here are some important information before you hit the road with your IQOS device.


We’re always improving our devices. To get the most out of your device update your device to the latest firmware.

Professional device cleaning

Our IQOS experts clean the devices of our IQOS CLUB memebers for free. Inquire about the possibility of a personal meeting at our Customer Care!

Advanced customer care support

We give you an advanced support via phone in the first time period, also answer your questions and provide tailor made tips.

Got a question? Find the answer in our FAQs.

Do you have more question related to IQOS?
There are several ways you can reach us.
We’re available also on Facebook, so feel free to message us with any questions and we’ll get back to you shortly.
Our Facebook Page
Write to us. Our inbox is never too full.
E-mail us
Your question might have already been asked before. Browse our FAQs to see if there’s an answer waiting for you.
Look through our FAQ
Sometimes you just want to hear a human voice. We get it. That’s why our phone support line connects you directly to an IQOS expert.
Get in touch