Your IQOS ILUMA works best between 0℃ and 40℃, and TEREA tobacco sticks taste best when you keep them at room temperature. Here are a few storage tips:
 
Keep your device away from water, direct sunlight and heat.
Don’t leave your device in a hot place, like inside a car, because the lithium-ion battery and electric circuit board could be damaged or significantly deteriorated.
To ensure the best taste and to get the most from your device, we also recommend you avoid exposing your IQOS ILUMA and TEREA sticks to low temperatures for a long period of time.
Store IQOS ILUMA, IQOS ILUMA i and IQOS ILUMA i PRIME and TEREA sticks in a clean, dry, cool place.
Do not expose IQOS ILUMA, IQOS ILUMA i or IQOS ILUMA i PRIME and TEREA sticks to high humidity conditions or direct sunlight.
Do not use TEREA sticks that have been exposed to excessive heat or moisture.
 
Additional information:
In cold outdoor conditions, the device may be able to start if it’s kept warm (e.g. in your coat pocket). Nevertheless, while using the holder, the cold outdoor temperature may lead to:
 
a.    Lower performance of the aerosol
b.    Not enough energy to match the (per tobacco stick) designed usage duration (up to 6 minutes or 14 puffs, whichever comes first).

IQOS offers a wide range of charging, disposable and interchangeable customisation accessories. Please find all our accessories – such as charging cables, sticktrays, rings, wraps, door covers and more – here: https://ch.iqos.com/en/shop/iqos/iluma/accessories

No, never use conventional cigarettes with IQOS.

IQOS is designed exclusively for use with TEREA tobacco sticks. IQOS tobacco heaters cannot stably heat a normal cigarette to the optimal temperature, and the tobacco in a conventional cigarette is not prepared in such a way that it can be heated.

It’s nice and easy. Insert your HEETS stick into the IQOS 3 holder, making sure the HEETS logo is face up. If correctly inserted, the logo will remain visible when you push down gently. And you’re ready to enjoy an elevated tobacco experience. 

Yes, HEETS tobacco sticks contain nicotine, which is addictive.
Nicotine is naturally present in the tobacco used in HEETS. It is released in the vapor that is generated during the IQOS usage.

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 HEETS tobacco stick. 

HEETS tobacco sticks are available in over 45 countries worldwide (as of April 2020).
Here are some of the countries where HEETS tobacco sticks are available:

Northern and Central Europe
Austria, Croatia, Czech Republic, Denmark, Germany, Latvia, Lithuania, Poland, Slovakia, Slovenia, Sweden, Switzerland

Southern Europe
Albania, Bosnia, Italy, Portugal, Spain

Eastern Europe & Central Asia
Armenia, Israel, Kazakhstan, Palestine, Russia, Serbia, Ukraine, United Arab Emirates

America
Canada, Colombia, Curacao, Dominican Republic, Guatemala, Mexico

Western Europe
France, Great Britain, Netherlands

Southeastern Europe
Bulgaria, Cyprus (GRC), Greece, Lebanon, Moldova, Northern Cyprus (TRNC), Romania

Africa
La Reunion, South Africa

East Asia & Australia
Japan, Malaysia, New Zealand, South Korea

HEETS tobacco sticks are designed for the same duration and number of puffs as cigarettes.
Up to 14 puffs or about 6 minutes, whichever comes first.

If the tobacco stick breaks in the device, please use a wooden toothpick to pull it out. Do not use metal or other sharp objects as they may damage your device. To reduce the risk of this, do not twist the tobacco stick when inserting it, pulling it out, or at any time when it is connected to the device. Or simply switch to IQOS ILUMA, a new alternative that requires no cleaning. 

If you have difficulties inserting the HEETS 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 HEETS tobacco stick:
- IQOS 2.4 Plus / 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 HEETS tobacco stick

Used tobacco sticks have two indicators that tell you if they’ve been used. The paper around the filter is slightly creased, and there will be a slight tobacco vapor stain on the paper. We recommend you dispose of the stick immediately after use to avoid any confusion. Another way to avoid reusing a HEETS stick is by placing it back in the pack upside-down. When you select your HEETS stick check that the wavy line is visible.