What can I do if my IQOS device stops working while abroad?
In all countries where IQOS is available, you can use our International Assistance and have your defective registered device replaced under warranty. Simply contact our toll-free international hotline at +800 2559 2559.
If the international hotline is unavailable, you can also reach us on 0800 050 000* (*charges may apply, please check with your carrier).
Please note that your IQOS device must be registered for the exchange to be free of charge for you. If this is not yet the case, you can register your IQOS device in your IQOS account.
How do the various IQOS models differ from each other?
If you want to learn more about the differences between the various models, please visit our device comparison page.
Do I need to fully charge my IQOS Holder or IQOS Pocket Charger before using it for the first time?
We recommend that you fully charge your IQOS device before using it for the first time.
Fully charging IQOS via a power outlet takes different amounts of time depending on the model:
- IQOS ILUMA i/IQOS ILUMA i PRIME: 135 minutes
- IQOS ILUMA i ONE: 90 minutes
- IQOS ILUMA/IQOS ILUMA PRIME: 135 minutes
- IQOS ILUMA ONE: 90 minutes
- IQOS 3 DUO / IQOS 3: 120 minutes
- IQOS 3 Multi: 75 minutes
Important: Use only the appropriate IQOS USB/USB-C power supply and charging cable for charging.
Can I charge IQOS with the charging cable from other electronic devices?
No, you should not do this. To charge your IQOS device optimally, always use the power supply approved by the manufacturer and a compatible AC Power Adaptors. Do not use other devices, such as the charging cable for your smartphone.
What are the optimal IQOS storage conditions?
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
Can I use conventional cigarettes with my IQOS holder?
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.
What’s the correct way to insert a IQOS HEETS tobacco stick?
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.
Does IQOS HEETS Tobacco sticks contain nicotine?
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.
How do I remove the HEETS stuck tobacco stick in the IQOS 3 holder?
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.
In which countries are IQOS HEETS tobacco sticks available?
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
What can I do if my IQOS device stops working while abroad?
In all countries where IQOS is available, you can use our International Assistance and have your defective registered device replaced under warranty. Simply contact our toll-free international hotline at +800 2559 2559.
If the international hotline is unavailable, you can also reach us on 0800 050 000* (*charges may apply, please check with your carrier).
Please note that your IQOS device must be registered for the exchange to be free of charge for you. If this is not yet the case, you can register your IQOS device in your IQOS account.
How do the various IQOS models differ from each other?
If you want to learn more about the differences between the various models, please visit our device comparison page.
Do I need to fully charge my IQOS Holder or IQOS Pocket Charger before using it for the first time?
We recommend that you fully charge your IQOS device before using it for the first time.
Fully charging IQOS via a power outlet takes different amounts of time depending on the model:
- IQOS ILUMA i/IQOS ILUMA i PRIME: 135 minutes
- IQOS ILUMA i ONE: 90 minutes
- IQOS ILUMA/IQOS ILUMA PRIME: 135 minutes
- IQOS ILUMA ONE: 90 minutes
- IQOS 3 DUO / IQOS 3: 120 minutes
- IQOS 3 Multi: 75 minutes
Important: Use only the appropriate IQOS USB/USB-C power supply and charging cable for charging.
Can I charge IQOS with the charging cable from other electronic devices?
No, you should not do this. To charge your IQOS device optimally, always use the power supply approved by the manufacturer and a compatible AC Power Adaptors. Do not use other devices, such as the charging cable for your smartphone.
What are the optimal IQOS storage conditions?
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
Can I use conventional cigarettes with my IQOS holder?
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.
What’s the correct way to insert a IQOS HEETS tobacco stick?
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.
Does IQOS HEETS Tobacco sticks contain nicotine?
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.
How do I remove the HEETS stuck tobacco stick in the IQOS 3 holder?
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.
In which countries are IQOS HEETS tobacco sticks available?
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