Welcome to IQOS support page!

IQOS packaging on a glass table

E-coach videos

You can activate the advanced guarantee by watching the e-coach videos. We demonstrate the proper usage of your IQOS device with special actors in real life situations.

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IQOS 3 DUO device on a wooden table

IQOS app

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

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IQOS holder and charger on a laptop

Troubleshooting

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

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A newly opened IQOS 3 DUO device in its box

Accidental damage coverage

Dropped down? Broken? We have a solution! If you accidentally damage your IQOS device, we’ll replace it once within the first year for free. For more information see the Warranty page.

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A newly opened IQOS 3 DUO device in its box

Rapid product replacement

If you are entitled for a replacement, with the help our Customer Care service you will receive a replacement holder and/or charger at the appointed IQOS selling point instantly.

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A phone, an IQOS 3 DUO device and a cleaning tool next to each other

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.

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A blue IQOS 3 DUO holder and charger

IQOS Expert Support

IQOS Expert Support is a free service for IQOS CLUB members, whereby an IQOS expert will help you use correctly your IQOS device and answer any questions you may have. The support is provided at a time and place convenient to you.

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All information about tobacco sticks that is stated or displayed in the materials applies to all SMARTCORE STICKS™ sticks. IQOS ILUMA is designed to be used only with SMARTCORE STICKS™. Do not use IQOS ILUMA and SMARTCORE STICKS™ with previous IQOS generations, as this may cause damage to your device. Do not ingest or disassemble SMARTCORE STICKS™. This product contains a sharp metal part which can cause serious injury if swallowed. Keep out of reach of children and pets. See
Important information.

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.
In case of questions, reach out our Customer Care where you can contact directly our colleauges.
Get in touch
Write to us.
Email 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
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
Important information: This product is not risk free and provides nicotine, which is addictive. Only for use by adult smokers.