Get to know your IQOS device

Do you have question about IQOS devices? At Frequently Asked Question section you may find answers to your questions.

Supporting services FAQ categories Get to know your IQOS device
Supporting services FAQ categories Get to know your IQOS device
The IQOS Holder and Pocket Charger are designed to be safe electronic devices, when you follow the instructions in the User Guide. They both comply with the EU consumer electronic safety requirements, shown by the “CE"" (European Conformity) symbols on the packaging. You’ll find more details in the User Guide.
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If your IQOS device isn’t working, you can reset it..

Still no luck? We’re here to help - get in touch with our Customer Care:
Mon-Fri: 08:00 - 22:00 Sat-Sun: 10:00 - 18:00
By phone: 06 80 888 222
By e-mail: contact.hu@iqos.com
By Facebook: send a message via "IQOS Ügyfélszolgálat" page
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Keep your IQOS device away from water, direct sunlight and heat.

We suggest you don’t leave your IQOS device for extended periods of time in a hot place, such as inside a car, as this could damage the battery or electronics inside.
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The way of puffing tobbacco stick impacts how long the tobacco stick will last. Take longer, gentler puffs. Taking longer ca. 10 sec breaks between the puffs allow the blade properly heat the tobacco and generate aerosol.

If you experience shorter time, switch on the Holder and measure the time until the device switches off. The duration should take up to 6 minutes. You can have 6 minutes or 14 experiences with one tobacco stick. It depends on which comes first. Further question please contact to our Customer Care.
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Two issues can be with the device:
  • If the device is fully charged but not working properly , possibly a restart is needed. Please see the steps for the restart on the Troubleshooting page.
  • In case the LED panel turns to red, it can mean a physical damage, blade breakage from a previous use or can be a sign of an electricial problem. Remove the tobacco stick from the holder and check the blade. If you experience physical damage or suspect an electrical problem, please contact our Customer Care for further information.
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    Philip Morris Hungary Ltd. does not operate an official IQOS Service Point. In case of device malfuncition within warranty period we exclusively swap your IQOS device. Servicing or reparing a device within warranty period implies loss of warranty. In case of any malfuction for your IQOS device please contact our Customer Care.
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    If you experience any adverse events, do not continue to use the IQOS device and if you deem it necessary, you may seek medical advice from your doctor in order to appropriately treat your health-related issue. Please contact to our Customer Care and share your experience. IQOS is not risk free and it delivers nicotine, which is addictive.
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    If you experience any adverse events, do not continue to use the IQOS device and if you deem it necessary, you may seek medical advice from your doctor in order to appropriately treat your health-related issue. Please contact to our Customer Care and share your experience. IQOS is not risk free and it delivers nicotine, which is addictive.
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    The aerosol depends on the moisture of the tobacco stick and on the way you take the puffs. If you experience less aerosol compared to your previous experiences, please ensure you check first the following:
  • You have correctly inserted the tobacco stick in the IQOS™ Holder without breaking or turning the tobacco stick.
  • Once the tobacco stick has been inserted, it is important that you don’t twist or turn it because it can damage your IQOS heating blade.
  • The way you puff impacts how long your tobacco stick will last. Take longer, gentler puffs. Taking longer ca. 10 sec breaks between the puffs allow the blade properly heat the tobacco and generate aerosol.
  • Clean the IQOS holder regularly according to the instructions. After you entered into your registered profile you can learn the proper way of cleaning from our E-coach videos, or you can gain a quick insight from our quick start videos here.
  • Note that tobacco from the previously consumed tobacco stick may block the air-flow of the IQOS Holder, so please make sure that you clean your device properly, especially the CAP. Remove the used tobacco stick from the Holder.
  • If you can not insert the tobacco stick till the silver line, the device should be cleaned, most likely the CAP.
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